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|
Contractor cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost of contractor as a percentage of the total IT cost. Total IT Cost or Budget (excluding depreciation/amortization; i.e., based on cash flow)…
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Data security cost as a percentage of total IT security and compliance cost, excluding depreciation/amortization
This measure calculates the cost of data security as a percentage of total IT security and compliance cost. IT security and compliance cost covers expenses for security…
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Security strategy and architecture, governance, risk and compliance control cost as a percentage of total IT security and compliance cost, excluding depreciation/amortization
This measure calculates the cost of security strategy and architecture, governance, risk and compliance control as a percentage of the total IT security and compliance cost…
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Other cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates cost other than personnel, contractors, hardware, software, public cloud, outsourcing, or facilities/overhead as a percentage of the total IT cost…
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Facilities/overhead cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost for facilities/overhead including the facilities that support data centers as a percentage of the total IT cost. Total IT Cost or Budget …
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Average agent salary
This measure calculates the average annual salary, excluding benefits, paid to agents/customer service representatives who directly handle contacts in the business entity. It…
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Percentage of IT operating costs, excluding depreciation/amortization, dedicated to manage IT resilience and risk
This measure calculates the percentage of IT operating costs, excluding depreciation/amortization, allocated to the process “manage IT resilience and risk" which involves…
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Average cost of a data breach
This measure calculates the average cost of a data breach in the organization. This Cost Effectiveness measure is intended to help companies understand this cost expenditure…
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Percentage of cybersecurity FTEs added/hired in the past 12 months attributed to AI
This measure calculates percentage of cybersecurity full-time equivalent employees (FTEs) added/hired in the past 12 months attributed to AI. Artificial Intelligence (AI) …
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Dwell time in calendar days
This measure calculates the dwell time in calendar days. In the context of cybersecurity incidents, the dwell time is the time between a successful incursion/compromise and…
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Average time in hours to investigate cybersecurity incidents
This measure calculates the average time in hours to investigate cybersecurity incidents i.e., starting from the time a security alert is escalated for investigation until…
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Percentage of cybersecurity FTEs having had skill requirement changes in the past 12 months
This measure calculates percentage of cybersecurity full-time equivalent employees (FTEs) today that had skill requirement changes in the past 12 months. Cybersecurity is…
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Percentage change in cybersecurity FTEs over the past 12 months
This measure calculates percentage change (added/hired or eliminated/redeployed) of cybersecurity full-time equivalent employees (FTEs) (including contractors and outsourced…
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Average time in calendar days to detect cybersecurity incidents
This measure calculates average time in calendar days to detect cybersecurity incidents. Cybersecurity is defined as the ability to protect or defend the use of cyberspace…
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Average number of learning days per cybersecurity employee
This measure calculates the average number of days per cybersecurity employee that are dedicated to learning. Learning days are simply the average number of days in a year…