Percentage of IT operating costs, excluding depreciation/amortization, dedicated to deploy services/solutions

This measure calculates the percentage of IT operating costs, excluding depreciation/amortization, allocated to the process “deploy services/solutions" which involves developing and managing service/solution deployment strategy, planning service and solution implementation, and managing change deployment control, implementing technology solutions, and performing service and solution rollout. 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 "deploy services/solutions" process.

Benchmark Data


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Measure Category:
Supplemental Information
Measure Id:
Total Sample Size:
559 All Companies
Key Performance

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Units for this measure are percent.

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Percentage allocation of IT operating costs, excluding depreciation/amortization, to deploying services/solutions

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)

  • 8.6.1 - Develop and manage service/solution deployment strategy (20825) - Creating and implementing a strategy for the deployment of IT service/solution. Define all of the activities that make the IT function available for use. Establish the change policies for IT services and solutions. Define the deployment process, procedures, and tools. Select the most feasible and practical methodologies for the deployment process.
    • - Assess IT deployment business impact (20826) - Evaluate the impact of IT deployment (products/services) on the business. Compare pre and post development performance, behavior of resources, and cost to assess organizational benefit.
    • - Establish IT deployment policies (20827) - Defining deployment policies regarding IT services and solutions to allow employees to plan accordingly. Reduce the negative impact to the user community.
    • - Define and create deployment procedure workflow (20828) - Outlining processes, methods, and equipment for deployment of IT solutions. Manage core operations servers like subversion server, production server, and development server, to make the IT services and solutions available for internal/client use.
    • - Define IT change/release standards (20829) - Establishing guidelines for the changed/released IT services and solutions to meet business objectives with optimum utilization.
    • - Assign deployment approval responsibilities (20830) - Coordinating development approval responsibilities based on defined change standards.
    • - Analyze deployments outcomes (20831) - Evaluating the impact (pros and cons) of IT services deployment.
  • 8.6.2 - Plan service and solution implementation (20832) - Strategizing and executing changes in IT solutions and services. Create a plan for deploying the changes. Communicate with stakeholders about the changes. Administer and implement the changes. Train the resources who will be affected by these changes. Install changes and verify their effect.
    • - Assess IT deployment risk (20833) - Accessing threats and potential failures related to the deployment of IT services/solutions.
    • - Define implementation schedule and roll-out sequence (20834) - Defining the schedule for implementation of change. Plan and carry out a process or procedure to implement the predefined changes.
    • - Determine implementation requirements (20835) - Determine requirements for implementation of IT deployment. Carry out a pre-implementation audit to assess the impact and use case. Gauge the possible vulnerabilities and impact the business operations during and after the implementation.
    • - Plan and align user testing and resources (20836) - Plan methodologies and align resources for user testing of IT deployment.
    • - Develop IT training (20837) - Create and manage employee training programs by considering the need and availability of these programs. Manage all aspects related to the training programs.
    • - Create implementation communications (20838) - Coordinating change implementation in IT services and solutions communications with employees and stakeholders.
    • - Manage IT roll-back procedures (20839) - Managing procedures to return to initial pre-deployment stage or previous state from current environment.
  • 8.6.3 - Manage change deployment control (20840) - Creating and deploying an architecture for securing the changes deployed in the organization. Create and develop protocols that ensure proper and efficient use of deployed IT services and solutions. Test, evaluate, and implement the policies and protocols.
    • - Asses IT change/release impact (20841) - Evaluating the impact of IT change/release on the business.
    • - Confirm change/release compliance (20842) - Ensure that change/release meets change guidelines set by the organization.
    • - Assess IT change/release risk (20843) - Evaluating for any kind of risks or threats which could be caused due to IT change/release deployment.
    • - Consolidate IT change (20844) - Integrate all forms of changes in IT in order to make more efficient use of resources and down time, and optimizing results.
    • - Create and communicate deployment schedule (20845) - Defining and communicating the schedule for implementation to related stakeholders and functions.
    • - Approve change/release deployment (20846) - Permitting for the change/release deployment. Approve deployment based on the evaluation of business impact due to change/release.
    • - Document IT change/release outcome (20847) - Recording outcomes related to the change/release deployment.
  • 8.6.4 - Implement technology solutions (20848) - Deploy the identified solutions for information technology important for healthy business operations. Confirm status and operational availability of IT resources. Perform testing and distribution of change. Execute roll-back protocol if necessary.
    • - Confirm hardware/software operational status (20849) - Confirm if hardware/software are operating as per the expectation.
    • - Confirm operational availability (20850) - Confirm if operational activities of IT services could be performed.
    • - Execute internal IT implementation plan (20851) - Executing IT implementation plan to make the IT services and solutions available for internal use.
    • - Confirm implementation completion (20852) - Confirming the completion of IT implementation.
    • - Implement software change/release (20853) - Executing changes in software and services as per change/release schedule.
    • - Perform post-installation testing (20854) - Perform testing after installation to confirm expected performance is met.
    • - Distribute software components network-wide (20855) - Distributing and implementing the release of changed IT solutions. Administer, implement, and install the releases onto internal systems. Provide methods for installing releases on client users.
    • - Verify change/release implementation success (20856) - Confirming that the release has met expectations.
    • - Execute roll-back plan (20857) - Execution of plan to return to the previous operating state if the change/release impedes operational expectations.
  • 8.6.5 - Perform service and solution rollout (20858) - Strategizing and executing changes in IT solutions and services. Create a plan for deploying the changes. Communicate with stakeholders about the changes. Administer and implement the changes. Train the resources who will be affected by these changes. Install changes and verify their effect.
    • - Conduct IT training (20859) - Preparing users for changes in IT solutions. Conduct training sessions and engagement activities to familiarize users with the new changes. Implementing the programs for training IT employees.
    • - Prepare and distribute service/solution communications (20860) - Coordinating communications regarding the changes in IT services and solutions with employees in the organization.
    • - Support organizational changes (20861) - Creating a strategy for providing support for organizational changes. Providing support to users of IT services and solutions.
    • - Execute rollout plans (20862) - Executing a plan for introducing the IT services and solutions to the organization's end user base.
    • - Provide rollout support (20863) - Establishing services for providing support to users of IT services and solutions for rollout. Define the plethora of services by which the organization assists users of technology products.
    • - Manage rollout support capabilities (20864) - Managing the necessary skills and competencies required to efficiently provide IT resolution for rollout through the support structure. Identify the gaps and needs in support structure.
    • - Monitor and record rollout issues (20865) - Track and record any issues being faced due to rollout. Define methodology of assessment for measuring and monitoring issues.