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|
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 FTEs performing IT processes that perform executive or administrative roles
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform executive or administrative roles. IT process FTEs include contractors…
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Measure Spotlights|
Percentage of FTEs performing IT processes that perform infrastructure operations roles
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform infrastructure operations roles. IT process FTEs include contractors,…
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Measure Spotlights|
Percentage of FTEs performing IT processes that perform infrastructure support roles
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform infrastructure support roles. IT process FTEs include contractors,…
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Measure Spotlights|
Percentage of FTEs performing IT processes that perform non-executive leadership roles (typically first-line manager or team lead)
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform non-executive leadership roles (e.g., first-line manager or team…
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Measure Spotlights|
Percentage of FTEs performing IT processes that perform policy-level executive roles
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform policy-level executive roles. IT process FTEs include contractors,…
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Measure Spotlights|
Percentage of FTEs performing IT processes that perform program or project management roles
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform program or project management roles. IT process FTEs include…
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This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform roles other than executive, administrative, strategy, planning,…
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Measure Spotlights|
Percentage of FTEs performing IT processes that perform strategy and planning roles
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform strategy and planning roles. IT process FTEs include contractors,…
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Measure Spotlights|
Percentage of FTEs performing IT processes that perform user support roles
This measure calculates the percentage of IT process full-time equivalent employees (FTEs) that perform user support roles. IT process FTEs include contractors, outsourcing…
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Measure Spotlights|
Percentage of IT operating cost, excluding depreciation/amortization, spent on external business application development and maintenance services
This measure calculates the percentage of IT operating cost, excluding depreciation/amortization for capital expenses on assets acquired during current reporting period,…
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Measure Spotlights|
Percentage of IT operating cost, excluding depreciation/amortization, spent on externally-provided cloud services
This measure calculates the percentage of IT operating cost, excluding depreciation/amortization for capital expenses on assets acquired during current period, spent on…
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Measure Spotlights|
Percentage of IT operating cost, excluding depreciation/amortization, spent on externally-provided infrastructure operations services
This measure calculates the percentage of IT operating cost, excluding depreciation/amortization for capital expenses on assets acquired during current period, spent on…
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Measure Spotlights|
Percentage of IT operating cost, excluding depreciation/amortization, spent on externally-provided user support services
This measure calculates the percentage of IT operating cost, excluding depreciation/amortization for capital expenses on assets acquired during current period, spent on…