This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "deliver and support information technology services," which consists of delivering services and solutions within the budget provided; meeting service commitments as measured by customer-defined service criteria; and achieving customer satisfaction targets. In this measure, capital expense only includes the cost for all capitalized items acquired during the reporting period It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "develop the IT deployment strategy" process.
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Percentage of IT operating cost (excluding depreciation/amortization) dedicated to process "deliver and support information technology services"
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.