The Scopism SIAM Body of Knowledge (BoK) has undergone a major refresh, a global project that represents an evolution in how organizations approach service integration in a digital-first world.
The refreshed SIAM BoK provides updated guidance for managing complex, multi-vendor service ecosystems. It introduces new insights on artificial intelligence, experience management, organizational change, procurement, and skills development, ensuring that the methodology remains relevant in an age of accelerated technological change.
Led by Claire Agutter, Scopism’s founder, and Michelle Major-Goldsmith and Simon Dorst of Kinetic IT, the 2025 edition builds on nearly a decade of collaboration and innovation in the SIAM community.
From Concept to Global Collaboration
We caught up with Claire Agutter and Michelle Major-Goldsmith at Service North last week and asked them to reflect on the process and their feelings about the project.
“I’m incredibly proud,” said Michelle. “We’ve managed to pull together so many concepts that most people wouldn’t immediately associate with SIAM, things like trust, or the importance of skills development. These topics are often on the periphery of conversations, but now they’re front and center in the BoK. It’s about making sure SIAM continues to reflect the real factors that drive success.”
For Michelle, one of the most exciting aspects of the refresh lies in its new Compendium structure, which allows the BoK to evolve continuously.
“We don’t have to wait for another major rewrite,” she explained. “The Compendium series means we can add or remove topics as they become more or less relevant. The core remains focused on service integration concepts and theories, but the framework around it can adapt fluidly as the industry changes.”
A Global Effort
With contributors spanning countries and continents including Australia, Europe, India, America and Japan, the refresh was truly a global collaboration.
“We actually benefited hugely from that global spread,” Michelle said. “Passing work back and forth across time zones created a rhythm that helped us progress. And the diversity of input made the BoK stronger. Contributors from Japan, for example, brought perspectives none of us would have considered otherwise.”
Claire Agutter agreed, highlighting the “strength from diversity” that shaped the final outcome. “The more diverse the group, the stronger the end product,” said Claire. “Different regions approach service management differently and that’s a good thing, because it helps us make the Body of Knowledge more inclusive and globally relevant.”
The Future of SIAM
While the team has taken a moment to celebrate, Claire is already looking ahead to the next phase.
“What’s next for SIAM? Continued evolution,” she said. “The growth of SIAM has always been driven by what industry needs, by the realities faced by customers, service providers, and integrators. With the new structure, we can now iterate continuously.”
In 2025, Scopism plans to introduce a SIAM Content Council, a volunteer-led group that will help shape future updates and ensure the methodology continues to reflect community needs.
“We already have about 15 volunteers,” Claire revealed. “The idea is to make the SIAM ecosystem self-sustaining, with content creation driven by practitioners and supported by the architects.”
A Blueprint for Modern Collaboration
For organizations operating in complex technology landscapes, SIAM remains an essential framework for building a “one-team culture” across internal and external service providers.
“Service integration and management is about alignment, consistency, and shared accountability,” Claire explained. “In a world where AI and hybrid operations are transforming how we deliver services, the 2025 refresh provides timely, practical guidance. As one of the first organizations worldwide to receive the Scopism SIAM Assured Accreditation (SSA) it is brilliant to have Kinetic IT involved and their input was invaluable.”
Michelle agreed, emphasizing the continued importance of SIAM in enabling collaboration across teams, suppliers, and technologies.
“For organizations navigating complex technology environments, SIAM remains the blueprint for making collaboration work,” she said. “It’s about evolving our practices without losing sight of the fundamentals that make integration successful.”
Available Now
The refreshed SIAM Body of Knowledge 2025 is available now via the Scopism SIAM Community. Access the BoK here.
