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Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Measure Spotlights|
Average backlog of application break/fix requests for the current year
This measure calculates the average backlog of application break/fix requests for the current year. It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
Average time in hours to resolve highest priority application break/fix problems (current year)
This measure calculates the average number of hours it takes to resolve the highest priority application break/fix problems for the current year. It tracks the time between…
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Measure Spotlights|
Average time in hours to respond to highest priority problem for the current year
This measure calculates the average number of hours it takes to respond to the highest priority problem for the current year. It tracks the time between the first formal…
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Measure Spotlights|
Average time in weeks to fulfill a complex information need
This measure calculates the average number of weeks it takes to fulfill a complex information need. A complex need is defined as one that requires external & internal data…
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Personnel cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process FTE
This measure calculates personnel cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process…
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Measure Spotlights|
Personnel cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process FTE
This measure calculates personnel cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process full-time…
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Measure Spotlights|
Personnel cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process FTE
This measure calculates personnel cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process…
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Percentage of new business applications deployed using cloud technology
This measure calculates the percentage of new business applications deployed that use cloud technology. It is part of a set of Supplemental Information measures that help…
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Total cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process FTE
This measure calculates Total cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process full…
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Measure Spotlights|
Total cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process FTE
This measure calculates total cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process full-time…
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Measure Spotlights|
Total cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process FTE
This measure calculates total cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process full…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "develop and maintain information technology solutions"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who produce, develop and test new, enhanced, and improved solutions; enable services that…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "deploy information technology solutions"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who are dedicated to the "deploy information technology solutions" process group, which…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "deliver and support information technology services"
The measure calculates the percentage of business entity IT full-time equivalent employees (FTEs) who perform the process group "deliver and support information technology…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization for assets acquired during current reporting period, allocated to the process…