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

This measure calculates the percentage of IT operating costs, excluding depreciation/amortization, allocated to the process “support services/solutions" which involves defining and establishing the service delivery strategy, defining and developing service support strategy, planning and managing service delivery control, developing and managing infrastructure resource planning, defining service support planning, developing and managing service delivery operations, managing infrastructure resource administration, and operating IT support. 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 "support services/solutions" process.