Gartner Research

IT Key Metrics Data 2015: Key Applications Measures: Application Support: Multiyear

Published: 15 December 2014

ID: G00266080

Analyst(s): Disha Badlani , Linda Hall , Shreya Futela


This research contains multiyear metrics focused on applications support. These key metrics provide a high-level view of support spending, staffing, and quality measures and distributions. Information provided was collected between 2010 to 2014 from a global audience.

Table Of Contents


  • Overview
    • IT Key Metrics Data Research Background
    • IT Key Metrics Data Key Applications Measures Overview
    • Using This Research
    • Gartner IT Key Metrics Data Series
    • IT Key Metrics Data Source
  • Applications Analysis Framework
    • Non-personnel Costs
    • Personnel Costs/FTEs
  • Application Support Staffing Distribution
  • Distribution of Application Support Activities
  • Cost per Function Point Supported
  • Application Support Productivity
  • Defects
  • Service-Level Agreements
  • Conclusions
  • Appendix: Exploring Gartner's Prescriptive Benchmark Analytics Capabilities
    • Gartner Benchmark Analytics Select Case Studies

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