Outsourcing has now matured that all performance SLAs have become hygiene factor. Some of common SLAs are against following parameters

• On time
• On budget
• Defect
• Quality
• Response
• Resolution

We are seeing increased focus on engagement level metrics that capture not only delivery aspects but also the relationship aspects.

In the long run a vendor needs to differentiate itself by taking a partnership approach. Vendors are increasingly getting involved in strategy discussions of clients and are starting to differentiate themselves by providing value-adds such as

• Business case definition
• Providing best practices and proof of concepts
• Increased focus on innovations for clients 
• Access to competency centers
• Process improvements and transformation
• Bringing down annual support and maintenance cost so clients can spend more on strategic initiatives

In the evolving vendor landscape the most successful vendors have achieved better alignment with client expectations and are helping them attain their IT objectives.