The Service Integration and Management (SIAM) Body of Knowledge (BoK) has undergone a global refresh, incorporating updates to reflect the evolving landscape of digital service management.
The newly updated SIAM Body of Knowledge, published by Scopism, is a management methodology designed to guide organisations in managing complex, multi-vendor service ecosystems across various industries. The refresh has been led by Claire Agutter of Scopism, along with Kinetic IT’s Michelle Major-Goldsmith and Simon Dorst.
The 2025 edition introduces new guidance in areas such as artificial intelligence, experience management, organisational change management, procurement, and skills development. These enhancements aim to ensure the management methodology remains relevant as organisations increasingly operate in environments leveraging modern technologies and advanced service delivery models.
Talking about the Body of Knowledge refresh, Claire Agutter, Director of Scopism, stressed the focus of SIAM as an approach building unified collaboration between internal teams and external suppliers:
“The Body of Knowledge refresh launched yesterday was the culmination of a year of author meetings, drafting, reviewing and updating. We’re incredibly grateful to everyone who has contributed to the BoK Refresh, a team of 77 people at the last count.”
“Service Integration and Management is about building a one-team culture: aligning external service providers and internal teams to deliver consistency, collaboration, and shared accountability. With the rate of change the world is experience via the introduction of new domains such as artificial intelligence, the 2025 refresh of this vital industry playbook is well-timed to provide essential guidance for practitioners and customers alike.
Kinetic IT’s Michelle and Simon have been instrumental contributors to the latest refresh of the global Service Integration and Management Body of Knowledge, ensuring the management methodology reflects the realities and opportunities of today’s service environments,” Claire Agutter said. “Their support for the Service Integration and Management community reflects how the management methodology’s values are embedded in the Kinetic IT culture of customer delivery, and we truly value our partnership with them.”
Expert input
Michelle Major-Goldsmith and Simon Dorst, recognised authorities in SIAM, brought experience gained across more than a decade delivering integrated service models for enterprise and government customers in Australia to the refresh.
“This refresh is about realigning Service Integration and Management with where technology and service management are heading,” said Michelle Major-Goldsmith.
Michelle added, “The fundamentals of integration and collaboration remain the same, but the way we apply them must evolve to address new technologies, risks and expectations.”
Since its first publication in 2016, the SIAM Body of Knowledge has been regarded as a foundational resource for organisations seeking to coordinate multiple service providers and deliver digital experiences effectively. The 2025 update develops the management methodology further to address the realities of technology environments that increasingly blend hybrid cloud, artificial intelligence, and end-to-end digital operations.
Simon Dorst explained the progression in the SIAM approach:
“Service Integration and Management has matured from simply coordinating suppliers to orchestrating collaboration and shared accountability. The refresh provides not only updated theory, but practical, current guidance that supports organisations in managing the complexity of multi-supplier ecosystems, while ensuring alignment with cyber security, compliance and sustainability goals.”
Updated features
The revised management methodology now includes compendiums focusing on end-to-end measurements, alignment with other practices and ISO standards, a Quick Start Guide, approaches to solving IT challenges, and role of SIAM in enterprise operating models.
The management methodology refresh was developed through collaboration on an international scale, engaging practitioners, educators, and industry experts to ensure its relevance for both private and public sectors.
Kinetic IT’s role
Kinetic IT contributed prominently to the update as one of Australia’s largest providers of SIAM-based managed services and an early adopter of SIAM management methodologies within large-scale enterprise settings. Earlier in the year, Kinetic IT became the first Australian company and only the second globally to gain accreditation for its SIAM work via the Scopism SIAM Assured programme.
Sector-wide impact
Michelle Major-Goldsmith stated, “We’re proud to continue contributing to the evolution of a globally recognised standard. For organisations navigating complex technology landscapes, Service Integration and Management remains the blueprint for how to make collaboration work – across teams, suppliers, and technologies.”
Claire added “For organisations facing increased complexity in their technology portfolios, the refreshed SIAM Body of Knowledge is intended to provide actionable guidance to navigate integration, risk, and collaboration challenges. The BoK Refresh is available in the SIAM Community.