End-to-end service management, SLA governance & ITSM optimisation for enterprise IT teams.
Modern IT functions are judged on outcomes — uptime, resolution speed, user trust — yet most operate with ITIL processes designed for a different era. Service360 helps enterprises modernise the operational spine: SLA frameworks that reflect business reality, service management that bridges cloud and on-prem, and governance that scales without becoming bureaucratic.
Four focused workstreams that combine into a single, evidence-based engagement.
A structured assessment across incident, request, change, problem, knowledge and continuous improvement — benchmarked against ITIL 4 and pharma / regulated industry good practice.
Building service-level commitments that align with business criticality tiers, with measurable operational-level agreements between internal teams and vendors.
Vendor-neutral review of your ServiceNow, Jira Service Management, Freshservice or BMC setup — workflow rationalisation, automation candidates, reporting that executives actually use.
Embedding CSI as a working discipline, not a slide — backlog, cadence, governance and the metrics that drive it.
Anonymised situations from real engagements — the kinds of problems where Service360 is brought in.
A regional pharma group acquired a smaller manufacturer and inherited two incompatible ITSM platforms, conflicting SLA definitions and a CIO under pressure to show one unified IT function in 90 days. We delivered an integrated service delivery blueprint, harmonised SLAs across both entities, and a phased platform consolidation plan.
A manufacturing site moved from a fully outsourced IT model to a hybrid in-house + vendor structure. Existing SLAs no longer matched accountability. We rebuilt the SLA / OLA framework end-to-end, mapped each service to a criticality tier, and defined the governance forums that keep it live.
An enterprise IT function was seeing rising P1 incidents, declining CSAT and an executive ready to escalate to the board. We led a 6-week diagnostic, identified four root-cause patterns (knowledge gaps, change discipline, monitoring blind spots, vendor coordination) and delivered a recovery roadmap with weekly governance.
Every engagement produces a defined set of evidence-based artefacts you can act on immediately.
Enterprise IT leaders, CIOs and Heads of IT Operations in regulated or operationally complex environments — particularly pharma, manufacturing, and financial services — where service delivery underpins regulatory and commercial outcomes.
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.