( A ) of a service provider organization can be
calculated by taking the amount of time its specialists spent adding new, and improving existing,
services over a given period of time ( I ) and dividing
this number by the total amount of time that the specialists worked during that same period
( T ).
It is often easier, however, to determine
what the amount of time was that the specialists spent on the support of the existing services (i.e.
the time spent to maintain the status quo), than it is to find out what the amount was that they
spent adding and improving services. Fortunately, the time that the specialists spent adding and
improving services can be calculated simply by taking the difference between the total amount of
time they worked and the time they spent supporting the existing services
( S ).