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|
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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Measure Spotlights|
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|
Number of FTEs classified as IT architects per $1 billion revenue
This measure calculates number of full-time equivalent employees (FTEs) per $1 billion revenue classified as IT architects, who are responsible for designing IT services and…
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Average time in weeks to create the enterprise information management strategic plan
This measure calculates the average number of weeks it takes to create the enterprise information management strategic plan. Enterprise information management is defined as…
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Measure Spotlights|
Percentage of IT FTEs performing IT processes that perform deskside (local) support
This measure calculates the percentage of IT full-time equivalent employees (FTEs) performing IT processes that perform deskside (i.e. local) support. It is part of a set of…
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Measure Spotlights|
Percentage of IT FTEs performing user support roles that perform helpdesk (remote) support
This measure calculates the percentage of IT full-time equivalent employees (FTEs) performing user support roles that perform helpdesk (i.e. remote) support. It is part of a…
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Measure Spotlights|
Percentage of legacy applications already moved to cloud technology
This measure calculates the percentage of legacy applications that have already been moved to cloud technology. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
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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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|
Percentage of unscheduled outages from change requests
This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to change requests. It is part of a…
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Measure Spotlights|
Percentage of unscheduled outages from release introductions
This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to release introductions. It is…