Percentage of IT operating costs, excluding depreciation/amortization, dedicated to develop and manage IT customer relationships

This measure calculates the percentage of IT operating costs, including depreciation/amortization, allocated to the process group "develop and manage IT customer relationships," which manages the communications and interactions between the customers of IT and the providers of IT services and solutions; helps the customer to develop justifications for requested IT services and solutions; and monitors customers' satisfaction with the development, deployment, and ongoing support of IT services and solutions. In this measure, operating expense includes internal personnel cost, external personnel cost, hardware cost for both owned and leased hardware excluding hardware dedicated to data and voice networks, software cost to include both purchased software and software as a service, data and voice network costs as well as equipment dedicated to data networks and allocations to IT for shared sites and services (e.g., and allocation for corporate facilities and general overhead). It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "develop and manage IT customer relationships" process.

Benchmark Data

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Measure Category:
Supplemental Information
Measure Id:
106448
Total Sample Size:
554 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

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Percentage allocation of IT operating costs, excluding depreciation/amortization, to developing and managing IT customer relationships

Key Terms

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Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Measure Scope

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Cross Industry (7.3.0)

  • 8.1.1 - Understand IT customer needs (20609)
    • 8.1.1.1 - Understand IT customer communities (20610)
    • 8.1.1.2 - Assess IT customer operational capabilities (20611)
  • 8.1.2 - Identify IT customer transformation needs (20612)
    • 8.1.2.1 - Understand business requirements for IT capabilities (20613)
    • 8.1.2.2 - Understand IT landscape (20614)
    • 8.1.2.3 - Develop IT visioning (20615)
    • 8.1.2.4 - Outline IT service expectations (20616)
  • 8.1.3 - Plan and communicate IT services (20617)
    • 8.1.3.1 - Manage IT customer expectations (20618)
    • 8.1.3.2 - Define future IT services (20619)
    • 8.1.3.3 - Determine IT performance indicators (20620)
    • 8.1.3.4 - Create IT marketing messages (20621)
    • 8.1.3.5 - Create IT service marketing plan (20622)
  • 8.1.4 - Provide IT transformation guidance (20623)
    • 8.1.4.1 - Develop IT transformation plans (20624)
    • 8.1.4.2 - Collect IT customer requirements (20625)
    • 8.1.4.3 - Analyze IT customer requirements (20937)
    • 8.1.4.4 - Identify and prioritize IT opportunities (20626)
    • 8.1.4.5 - Facilitate solution design activities (20627)
    • 8.1.4.6 - Prioritize IT outcomes (20628)
    • 8.1.4.7 - Develop business cases (20629)
    • 8.1.4.8 - Support business case (20630)
    • 8.1.4.9 - Develop transformation roadmap (20631)
  • 8.1.5 - Develop and manage IT service levels (20632)
    • 8.1.5.1 - Understand IT service requirements (20633)
    • 8.1.5.2 - Forecast IT service demand (20634)
    • 8.1.5.3 - Maintain IT services catalog (20635)
    • 8.1.5.4 - Define service level agreement (20636)
    • 8.1.5.5 - Maintain IT customer contracts (20637)
    • 8.1.5.6 - Negotiate and establish service level agreements (20638)
    • 8.1.5.7 - Develop and maintain improvement processes (20640)
  • 8.1.6 - Manage IT customer relationships (20641)
    • 8.1.6.1 - Establish relationship management mechanisms (20642)
    • 8.1.6.2 - Understand IT customer strategy (20643)
    • 8.1.6.3 - Understand IT customer environment (20644)
    • 8.1.6.4 - Communicate IT capabilities (20645)
    • 8.1.6.5 - Manage IT requirements (20646)
  • 8.1.7 - Analyze service performance (20648)
    • 8.1.7.1 - Assess SLA compliance (20649)
    • 8.1.7.2 - Triage SLA compliance issues (20650)
    • 8.1.7.3 - Collect feedback about IT products and services (20647)
    • 8.1.7.4 - Synthesize and distribute IT performance information (20938)