Without the right metrics, it’s impossible to know. When something goes wrong, is the issue with a provider, or a failure in integration? When everything runs smoothly, is it because of great coordination, or just strong providerz performance?
In a Service Integration and Management (SIAM) model, the role of a service integrator is to coordinate service providers, maintain governance, manage risk, and facilitate seamless delivery. They are invaluable to the performance of the entire environment, but simultaneously, their impact can difficult to measure.
Organisations still relying on outdated financial and operational KPIs will find that a lot of what a service integrator does goes unseen. So, the challenge becomes about measuring the unseen, and communicating the true business value of modern service integration.
Lead architects
With a combined experience of over 50 years in service management, Michelle Major-Goldsmith and Simon Dorst are well known in the industry. They were founder members of the SIAM Foundation architect team and Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK), the revision of the 2nd edition SIAM Bodies of Knowledge and the SIAM Health Assessment.
They shared the award of itSMF Australia ITSM Thought Leader of the Year in 2018 and were both the Service Management Champion of the Year (Michelle in 2017, Simon in 2018) from itSMF Australia. Simon received the Lifetime Contribution award from itSMF Australia in 2022.
They were also named as one of HDIs Top 25 Thought Leaders in Technical Support and Service Management (Simon in 2019, and Michelle in 2020, 2022, and 2025).
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