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.

Benchmark Data

Lock

Sorry! Not all users have access to all of our resources. Question mark icon

Want to unlock access to all of our resources?

Learn about Membership icon--arrow--right

Measure Category:
Supplemental Information
Measure Id:
106456
Total Sample Size:
552 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

Back to Top

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

Key Terms

Back to Top

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

Back to Top

Cross Industry (7.2.1)

  • 8.7.1 - Define and establish service delivery strategy (20867) - Defining and establishing strategy for delivering IT services and solutions to the users. Design an IT service delivery model that defines the processes and procedures needed to deliver the IT services and solutions.
    • 8.7.1.1 - Assess business objectives and IT service delivery (20868) - Assessing the goals and objectives of IT service delivery and how it contributes to the overall business objectives. Align with the business objectives of the organization.
    • 8.7.1.2 - Define IT service delivery portfolio (20869) - Creating and establishing a repository of IT service delivery offerings.
    • 8.7.1.3 - Create and maintain IT service delivery model (20870) - Design and maintaining an IT service delivery model that defines the processes and procedures needed to deliver the IT services and solutions.
    • 8.7.1.4 - Determine IT service delivery locations and activities (20871) - Determining locations and types of IT services and solutions which need to be delivered.
    • 8.7.1.5 - Define IT service delivery sourcing strategy (20872) - Defining a strategy for sourcing delivery of IT services and solutions. Examine the pros and cons of various sources that can support the delivery process. Select the most feasible and cost-effective sources.
  • 8.7.2 - Define and develop service support strategy (20873) - Defining and creating a strategy for provision of support to users of IT services and solutions.
    • 8.7.2.1 - Assess business objectives and IT service support delivery (20874) - Assessing the goals of IT service support delivery and how it aligns to contribute to the overall business objectives.
    • 8.7.2.2 - Define IT service support portfolio (20875) - Defining different IT support services and solutions such as remote support and cloud support. Include planned IT initiatives and ongoing IT services (such as application support).
    • 8.7.2.3 - Create and maintain IT support model (20876) - Design and maintaining an IT support model that defines the processes and procedures needed to support users of IT services and solutions.
    • 8.7.2.4 - Develop IT support service sourcing strategy (20877) - Developing a strategy for sourcing resources to support users of IT services and solutions. Establish sources that will make use of e-mail, live support software online, or a tool where users can log a call or incident in order to retrieve IT support.
    • 8.7.2.5 - Establish support service framework (20878) - Creating an agenda for the rules and regulations of support service that deal with providing support to users of IT services and solutions.
    • 8.7.2.6 - Provide service support tools and technology (20879) - Providing the tools and techniques to support users of IT services and solutions, and choosing the most appropriate tools and techniques. Evaluate the pros and cons of all the methodologies and tools available. Choose the most efficient and effective methodology.
  • 8.7.3 - Plan and manage service delivery control (20880) - Determine and manage service delivery flow across different business functions. Understand the level of services needed by different stakeholders. Identify major service delivery touch points and criticality associated. Ensure timely communication with users.
    • 8.7.3.1 - Plan operational activities for IT service delivery (20881) - Planning different delivery services for operational activities within the IT function. Use service delivery systems to manage the IT service delivery services.
      • 8.7.3.1.1 - Schedule service delivery resources (20882) - Scheduling resources to provide service delivery to IT users. Ensure design, development, deployment, and operations are aligned with the business objectives.
      • 8.7.3.1.2 - Maintain/optimize batch job schedule (20883) - Maintaining and scheduling batch jobs to run in the background at a certain date and time.
      • 8.7.3.1.3 - Schedule change/release windows (20884) - Determine the timely change or release of IT services or support. Assign periodic release/change to IT systems or services.
      • 8.7.3.1.4 - Schedule/optimize backup and archive activities (20885) - Schedule or optimize backup and archive activities for IT services and solutions. Use a backup system or application and archive operations data for future retrieval.
      • 8.7.3.1.5 - Balance operational workloads across available infrastructure components (20886) - Balancing workloads of all the processes and services that are provisioned to their internal or external clients, across available components of IT infrastructure. No component should be over or under utilized with the workflow of the IT operations.
      • 8.7.3.1.6 - Determine specific problem support procedures (20887) - Determining process and procedure to provide support for specific IT service problems.
  • 8.7.4 - Develop and manage infrastructure resource planning (20888) - Developing and managing the resources required for administration of infrastructure. Manage the IT inventory and assets to meet organization's IT resource capacity.
    • 8.7.4.1 - Develop IT service delivery strategy (20889) - Creating a strategy for delivering IT services and solutions. Establish the sourcing strategy. Establish the delivery process procedures and tools. Examine and choose the most effective methodologies and tools.
    • 8.7.4.2 - Assess IT infrastructure business objectives (20890) - Assessing the goals and objectives of IT infrastructure and how it contributes to the overall business objectives.
    • 8.7.4.3 - Determine ongoing IT infrastructure capabilities (20891) - Determining existing IT infrastructure capabilities. Identify the gaps and needs in order to enhance the existing IT infrastructure to meet growth objectives.
    • 8.7.4.4 - Plan IT infrastructure change (20892) - Identify the gaps and needs of existing IT infrastructure. Plan and develop strategies to upgrade/replace existing IT infrastructure.
    • 8.7.4.5 - Plan and budget IT license usage volumes (20893) - Creating a plan associated with usage volumes of IT licenses. Develop a framework to govern the licensing of an IT services along with identified usage volumes. Determine the amount of investment in IT license usage volumes and how would the license volumes be financed.
  • 8.7.5 - Define service support planning (20895) - Develop strategies and methodologies to provide service support. Examine service levels, support complexity, stakeholder requirements to offer service support.
    • 8.7.5.1 - Understand IT support demand patterns (20896) - Evaluate criticality catered by the IT support and expectations to resolve raised or identified issues. Determine the usual requests received for IT support for each area of IT operations. Ensure resolution to every identified or reported issue within specified SLAs.
    • 8.7.5.2 - Determine required support resource levels, responsibilities, and capabilities (20897) - Determining levels of required support resources along with their responsibilities, and capabilities to resolve IT issues. Evaluate and ensure that support resources are fulfilling their responsibilities n a timely manner.
    • 8.7.5.3 - Maintain service support knowledge repository (20898) - Create and maintain service support knowledge repository. Store, maintain, access, revise, and use knowledge for IT services. Review knowledge trends and implement knowledge transfer methodologies for competitive advantage.
    • 8.7.5.4 - Maintain service support learning (20943) - Maintaining and transfer of knowledge towards service support with the change/upgrade in technology over a stipulated period. Ensure IT staff is well trained and tested on the new learning of service support.
    • 8.7.5.5 - Communicate service support needs (20899) - Conveying service support needs within the organization, with the objective of providing required support services. Define processes and procedures needed to support users of IT services and solutions. Convey these procedures to appropriate governing authority.
    • 8.7.5.6 - Define IT escalation mechanisms (20900) - Determining mechanisms to report for a higher degree of decision making depending on the criticality of IT escalations. Define the processes and procedures needed to follow for IT escalation at different levels. Convey the mechanisms within the organization.
    • 8.7.5.7 - Manage IT service support resources (20901) - Managing resources required for administration of IT service support. Establish sources that will make use of e-mail, live support software online, or a tool where users can log a call or incident in order to retrieve IT support.
    • 8.7.5.8 - Coordinate with external support providers (20902) - Developing a strategy that will make use of multiple resources to coordinate with external support providers in order to make the support services work more smoother.
    • 8.7.5.9 - Triage IT service delivery incidents (20903) - Sorting the incidents of IT service delivery in certain order so that the services could be delivered based on the criticality.
    • 8.7.5.10 - Monitor IT service support performance (20904) - Defining methodology and frequency of assessment for measuring and monitoring performance of various processes and activities of IT service support against standard set goals.
  • 8.7.6 - Develop and manage service delivery operations (20905) - Developing and managing different delivery services using service delivery systems for operational activities within the IT function in order to achieve organizations goal.
    • 8.7.6.1 - Operate and monitor online systems (20906) - Operating and defining methodology of assessment for measuring and monitoring performance of online systems against its expected result.
    • 8.7.6.2 - Run and monitor batch job schedule (20907) - Operate and monitor the application of scheduling batch jobs to be run in the background at a certain date and time.
    • 8.7.6.3 - Manage service delivery workloads (20908) - Analyze and manage workload needs in relation to service delivery. Plan resources and mechanism around those workload needs so that services could be delivered smoothly.
    • 8.7.6.4 - Manage infrastructure performance and capacity (20909) - Managing the performance and capacity of infrastructure by using key performance indicators to routinely track the performance and capacity levels. Review performance. Evaluate the efficiency and effectiveness of the infrastructure.
    • 8.7.6.5 - Respond to unplanned operational issues (20910) - Addressing to an issue in operational activities within the IT function, that occur outside of normal routine or preventative maintenance.
    • 8.7.6.6 - Produce and distribute output media (20911) - Identify and introduce resources to display output in a viewable form to key decision makers and evaluators.
    • 8.7.6.7 - Monitor IT infrastructure security (20912) - Identifying, examining, and recognizing any flaw or breach in security of IT infrastructure. Ensure that protocols and guidelines for individual IT components are being followed and there is no misuse of information and breach of individual or organizational privacy.
    • 8.7.6.8 - Manage IT infrastructure/data recovery (20913) - Managing resources of IT infrastructure and their recovery capacity. Manage storage, computer hardware, software, and infrastructure resources that can be stored as inventory or provided by the organization as needed. Managing backup/recovery for IT services and solutions. Use a backup system or application.
  • 8.7.7 - Manage infrastructure resource administration (20914) - Managing the resources required for administration of IT infrastructure. Manage the IT inventory and assets. Take care of the organization's IT resource capacity.
    • 8.7.7.1 - Manage infrastructure configuration (20915) - Identifying and tracking individual configuration items, documenting functional capabilities and interdependencies of IT infrastructure. Determining the gaps and needs in order to enhance existing infrastructure configuration.
    • 8.7.7.2 - Perform infrastructure component maintenance (20916) - Evaluating and maintaining all aspects of infrastructure component maintenance. Ensure that all components of an IT infrastructure are functioning properly as per the expectation. Maintenance includes all preventative, routine, and corrective measures.
    • 8.7.7.3 - Install/configure/upgrade infrastructure components (20917) - Installing/configuring/upgrading all the components required for operational activities within IT infrastructure. Ensure that all components of an IT infrastructure are functioning properly and updated to latest version/technology.
    • 8.7.7.4 - Maintain IT asset records (20918) - Maintaining the complete list of IT items or resources available with the organization with the details on date of purchase, licenses, deployment and SLAs.
    • 8.7.7.5 - Administer IT licenses/user agreements (20919) - Administering and overseeing the terms and policies associated with licensing the IT intellectual property. Create and manage the policies and terms governing the possible granting of a license to any external agent. Demarcate a clear framework that governs the licensing of any patents or copyrights held by the organization.
    • 8.7.7.6 - Provide IT infrastructure service and capabilities (20920) - Providing all the infrastructure services and capabilities required for operational activities within the IT function supporting overall business objectives.
  • 8.7.8 - Operate IT user support (20921) - Managing systematic user support functionality and capability through defined procedures. Determine, record, and monitor user requests. Execute issue/request resolution. Utilize escalation path when needed. Resolve issue/request.
    • 8.7.8.1 - Triage IT issues/requests (20922) - Evaluate and assign IT issues/requests accordingly to allow for the correct routing of IT issues to the relevant support teams.
    • 8.7.8.2 - Provide IT resolution capabilities (20923) - Providing the necessary skills and competencies required to efficiently provide IT resolution through the support structure.
    • 8.7.8.3 - Manage IT user requests (20925) - Creating an effective plan and structure to address and resolve requests of IT users. Determine, record, and monitor user requests. Obtain information about the effectiveness and performance of the user request handling process from the IT users through various means.
    • 8.7.8.4 - Escalate IT requests (20926) - Follow processes and procedures to escalate IT requests to required levels for resolution or effective decision making when necessary.
    • 8.7.8.5 - Resolve IT issues/requests (20927) - Creating a structure to resolve issues/requests of IT services using different mechanisms.
    • 8.7.8.6 - Execute IT continuity and recovery action (20928) - Successfully implement preventive measures to manage IT risk of exposure to internal and external threats. Integrating the disciplines of Emergency Response, Crisis Management, Disaster Recovery (technology continuity) and Business Continuity for IT.