AMS lifecycle oversight, vendor SLA reviews & operational continuity for critical apps.
Critical applications — ERP, MES, LIMS, QMS, CRM — are increasingly run by external AMS partners. The risk is that operational discipline and accountability quietly erode. Service360 helps clients design, govern, and audit AMS relationships so that BAU is protected, vendor performance is transparent, and continuity is engineered, not assumed.
Four focused workstreams that combine into a single, evidence-based engagement.
Defining the run-vs-change boundary, governance forums, escalation paths, knowledge ownership, and the joint scorecard between client and vendor.
Independent review of contractual SLAs against operational reality — service credits, exclusions, change control, and where the contract is leaking value.
Tiering applications by business impact, defining RTO / RPO commitments, and aligning AMS investment to actual criticality.
Building DR, BCP, and knowledge-transfer plans that survive vendor turnover, key-person dependencies, and contract transitions.
Anonymised situations from real engagements — the kinds of problems where Service360 is brought in.
A pharma client's ERP AMS contract was up for renewal at significantly higher rates. We delivered an independent vendor performance review, benchmarked SLA achievement against industry norms, identified three areas of contractual underperformance, and gave the client a defensible position for renegotiation that saved 22% on the renewal.
An AMS vendor was consistently breaching SLAs on the client's MES platform — but the root cause was that the same team was running BAU support and large change projects in parallel, with change always winning. We redesigned the operating model with separated run and change tracks, ring-fenced BAU capacity, and restored SLA performance within two quarters.
A divestiture meant a business unit had to stand up its own AMS arrangements for shared applications in 6 months. We designed the AMS sourcing strategy, supported vendor selection, defined the transition plan, and led the joint governance setup with the chosen partner.
Every engagement produces a defined set of evidence-based artefacts you can act on immediately.
CIOs, Heads of Application Services, and IT Sourcing leaders managing critical AMS relationships — especially where regulatory, GxP, or operational continuity stakes are high.
Fixed-scope, fixed-fee packages calibrated to engagement depth. All fees in SGD, exclusive of travel for non-Singapore engagements.
Fees are indicative starting points. Final scope and fee are confirmed in a written engagement letter after a no-obligation scoping conversation. Day-rate model available for engagements that don't fit a packaged tier — contact us to discuss.
Most engagements start with a no-obligation 30-minute conversation to understand what you're trying to solve.