Independent assessments of outsourced providers against SLA maturity & best-practice benchmarks.
When an IT outsourcing relationship feels wrong, leaders often lack the independent evidence to act. Service360 provides vendor-neutral, board-ready assessments that move the conversation from anecdote to evidence — covering SLA performance, operational maturity, governance discipline, and value delivered against contract.
Four focused workstreams that combine into a single, evidence-based engagement.
Structured review of the vendor's actual operating performance against contracted SLAs, KPIs, and industry benchmarks — drawing on data, interviews, and on-site observation.
Comparing the vendor's processes, tooling, knowledge management, and governance against ITIL 4 maturity levels and peer-group benchmarks.
Identifying where the contract no longer reflects business need, where service credits are toothless, and where exclusions have quietly grown.
A board-ready document supporting one of three decisions: continue with conditions, renegotiate, or transition — with the evidence trail to defend the choice.
Anonymised situations from real engagements — the kinds of problems where Service360 is brought in.
An MNC was 6 months from renewal of a 5-year IT outsourcing contract. Internal sentiment was mixed; the vendor was confident. We delivered an independent assessment that surfaced three significant maturity gaps and four contractual under-deliveries — giving the client a clear, evidenced negotiating position.
Twelve months after transitioning to a new managed services provider, the client was still missing key SLAs and morale on the user side was poor. We audited the transition, identified that the knowledge handover had been incomplete and the governance forums had quietly stopped meeting, and rebuilt the operating discipline jointly with the vendor.
A CIO needed to recommend whether to exit a 7-year vendor relationship to the board. We delivered a structured gap analysis pack — maturity scorecard, SLA performance trend, comparator benchmarks, and three-option recommendation — that the board approved in a single session.
Every engagement produces a defined set of evidence-based artefacts you can act on immediately.
CIOs, Heads of Sourcing, and IT Procurement leaders preparing for a renewal, a re-tender, an exit decision, or a board-level conversation about vendor performance.
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.