Australia’s technology industry playbook for managing complex, multi-vendor ecosystems has been refreshed, with the Service Integration and Management Body of Knowledge newly relaunched today.
The Body of Knowledge, published by international service management body Scopism, defines the global best practice framework for managing complex, multi-vendor service ecosystems.
The refreshed Body of Knowledge was led by architects Claire Agutter of Scopism and Kinetic IT specialists Michelle Major-Goldsmith and Simon Dorst.
The 2025 refresh reflects the rapidly changing landscape of modern digital operations, incorporating new guidance on AI, experience management, organisational change management, procurement and skills development.
Kinetic IT Service Integration and Management specialists, Michelle Major-Goldsmith and Simon Dorst, both internationally recognised authorities in the domain, contributed their experience from more than a decade of delivering integrated service models for enterprise and government customers across Australia.
“This refresh is about realigning Service Integration and Management with where technology and service management are heading,” said Michelle.
“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 Service Integration and Management Body of Knowledge has become the foundation for organisations seeking to coordinate multiple service providers and deliver seamless digital experiences.
The 2025 edition expands the framework to address the realities of today’s technology environments – from hybrid cloud ecosystems to AI-enabled operations.
“Service Integration and Management has matured from simply coordinating suppliers to orchestrating collaboration and shared accountability,” said Simon.
“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.”
The updated Body of Knowledge includes new compendiums covering:
- End-to-end measurements
- Other practices and ISO standards
- Quick Start Guide
- Solving IT Challenges
- SIAM in an Enterprise Operating Model
The refresh was developed through international collaboration between practitioners, educators and industry experts – ensuring the framework remains relevant to both private and public sectors.
Kinetic IT’s involvement via its specialists builds on its long-standing commitment to the domain, as one of Australia’s largest providers of Service Integration and Management-based managed services and an early adopter of the framework in large-scale enterprise environments.
Earlier this year, Kinetic IT became the first in Australia and second globally to receive accreditation for its Service Integration and Management work via Scopism’s SIAM Assured program.
Scopism Director, Claire Agutter, said: “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 framework reflects the realities and opportunities of today’s service environments,” Claire said. “Their support for the Service Integration and Management community reflects how the framework’s values are embedded in the Kinetic IT culture of customer delivery, and we truly value our partnership with them.”
“We’re proud to continue contributing to the evolution of a globally recognised standard,” said Michelle. “For organisations navigating complex technology landscapes, Service Integration and Management remains the blueprint for how to make collaboration work – across teams, suppliers, and technologies.”
Visit Scopism’s website to download the 2025 SIAM Body of Knowledge playbook.
Find out more about Service Integration & Management at Kinetic IT.
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