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SM Forum – SIAM: success factors and future directions

16 May, 10:00 am - 1:00 pm


Service Integration and Management (SIAM) has evolved rapidly over the last decade. From its origins in the government sector, the SIAM community now extends into a wide range of industries and into companies of all sizes. But not all SIAM projects run smoothly; there can be many obstacles along the way, and what works for one business won’t be suitable for all. This SM Forum brings together an international line-up of SIAM practitioners and advocates to consider the case for SIAM, the key success factors to implementation, and the new standard that will help those looking for a structured approach.


The global state of SIAM 2024

Claire Agutter and Stephanie Ward, Scopism

Claire Agutter and Stephanie Ward provide an overview of SIAM adoption based on global research. They will discuss building an effective business case for SIAM, as well as sharing resources that will support practitioners at any stage of their career. The session includes:

    • Who’s adopting SIAM, where, and why?
    • How do you build a business case for SIAM?
    • How is SIAM evolving?
    • An overview of the SIAM community and how to get involved.

Stephanie Ward is passionate about her role as Scopism’s SIAM community manager, dedicated to bringing people together to share their knowledge and experiences whilst enhancing their personal and professional growth. In her role, she leverages expertise gained throughout a variety of industries, and works with a diverse network of individuals and organisations to help build the SIAM community. With a focus on collaboration and inclusivity, Stephanie is committed to fostering a thriving and supportive community for all members.

Claire Agutter is interested in anything that helps IT work better. With more than two decades of experience as a service management consultant, trainer, speaker and author, she is the founder of Scopism, which focuses on publications, events and consultancy linked to SIAM. She recruited and led the team of volunteers that created the SIAM Foundation and Professional Bodies of Knowledge and created the online SIAM community. In 2018-23 she was nominated by Computer Weekly as one of the most influential women in UK tech and in 2024 was one of the HDI Top 25 Thought Leaders.

ISO20000 part 14: a standard for SIAM

Michelle Major-Goldsmith, Kinetic IT and Finbarr Callan, GoodCert

In this session, presented by ISO Project Editors Michelle Major-Goldsmith and Finbarr Callan, participants can anticipate an exploration of the newly unveiled ISO 20000 technical specification, Part 14, focusing on Service Integration and Management (SIAM). The speakers will guide attendees through the details of the document, shedding light on its development process, content and relevance. They will also share insights on how interested individuals can actively engage in international standards, fostering collaborative contributions to the evolving landscape of SIAM.

Michelle Major-Goldsmith is based in Perth, Western Australia and possesses over 30 years of IT industry experience. She is a Lead Architect for the Service Integration and Management (SIAM) Professional Body of Knowledge (BoK) and plays a key role in developing the qualifications for SIAM with examination institute, EXIN. Michelle has also contributed to the creation of the IFDC’s VeriSM approach and is an author of the VeriSM Pocket Guide. As a committee member of itSMF, Western Australia Branch, she remains active in the service management community. Michelle’s passion for service management and best practices has earned her accolades, including the UK itSMF Trainer of the Year in 2010, Service Management Champion of the Year in 2017, and Service Management Thought Leader of the Year in 2018 from itSMF Australia, along with recognition as one of HDI’s Top 25 Global Thought Leaders in 2020, 2022, and 2024.

Finbarr served in the Foreign Office (FCO) for 21 years in different places around the world. A qualified Internal Auditor (CMIIA), he discovered IT Service Management whilst auditing the Configuration Management Unit (CMU), which he later joined. He has also worked for the National Lottery Commission, BBC, and Axios, and has extensive experience of ITSM training and consultancy, extending to ISO20000 and CoBiT. Last December he stepped down as chair of the UK/BSI committee which deals with the ISO Standards covering IT Governance, IT Service Management, and Business Process Outsourcing. He remains active in ISO20000 work both nationally and internationally, and also runs classes teaching English to adults on behalf of his local council.

SIAM implementation in the government sector

Gary Williams, HM Land Registry

In this session, Gary Williams describes the SIAM approach taken on HM Land Registry’s Local Land Charges Programme, on which he serves as Senior Supplier Manager. The Programme was voted Civil Service Project of the Year 2023 at the Civil Service Awards.

In his role at HMLR, Gary manages 2 multi-million pound supply chain workstreams covering data transformation and ICT service delivery. He has worked in the supplier relationship management and contract management function in the ICT domain for 5 years. Prior to that Gary was head of the HMLR service management practice for 4 years whilst managing operational service delivery for 150+ services to internal and external customers – including 24×7 services that form part of the Critical National Infrastructure. Before that, Gary led on service design and transition and improving technical project delivery into operational service.

Key factors for a successful SIAM implementation

Martin Neville, TCS

Working for a Managed Service provider, Martin has been involved with a number of SIAM implementations across industries and geographies. In his session he will attempt to identify the key factors for a successful implementation as well as discussing the common mistakes. He will also look to the future and outline the ways in which SIAM may have to adapt to a changing world.

 Martin has been in and around Service Management for over 25 years and has been a SIAM practitioner since before SIAM had a name.  He has implemented and managed SIAM at globally recognised names and although he should have seen it all by now, is still constantly surprised by what he faces.  He has also been involved with the SIAM Body of Knowledge from the start, writing and reviewing a lot of the materials.  He is an examiner for the SIAM professional examination and to anyone who has taken it, he is truly sorry.

Delivery Platform

This online event will be delivered using the Zoom platform.

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 4 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.



16 May
10:00 am - 1:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
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