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|
Annual cost per hour incurred due to IT outages
This measure calculates the business entity''s total annual cost incurred as a result of IT outages divided by the total number of hours that the business entity experienced…
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Number of FTEs that perform IT processes per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) who perform the function "manage information technology" per $1 billion revenue. The Function "manage…
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Number of end users serviced by the IT function per IT function FTE
This measure calculates the number of end users per IT function FTE. IT end users (or IT customers) are all internal users of the business entity's IT systems. IT function…
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Percentage of typical overall forecast accuracy for IT resource requirements to meet business needs
This measure calculates the typical overall forecast accuracy for IT resource requirements to meet business needs (express as a percentage). This Process Efficiency measure…
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Typical number of weeks from concept to launch for a major release to existing application
This measure calculates the typical cycle time in weeks from concept to launch (in the marketplace, for commercial applications; or with internal end users, for internal-use…
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Number of new lines of code written each year per application development FTE
This measure calculates the number of new lines of code that are written each year per application development full time equivalent (FTE). Application development involves…
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Percentage of IT incidents resolved in compliance with SLAs
This measure calculates the percentage of IT incidents resolved in compliance with SLAs (Service Level Agreements). The IT function concerns the development, delivery,…
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Total annual number of test cases per testing FTE
This measure calculates the total annual number of test cases per testing FTE (Full Time Equivalent). This Staff Productivity measure is intended to help companies assess the…
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Average time in minutes taken to repair and restore IT services after a high severity incident occurs
This measure calculates the average time in minutes taken to repair and restore IT services after a high severity incident occurs. This Cycle Time measure is intended to help…
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Percentage of changes to the IT production environment at organization result in service impairment or outages
This measure calculates the percentage of changes to the IT production environment at organization that result in service impairment or outages. This Supplemental Information…
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Percentage of cybersecurity spend on maintenance operating expenditures
This measure calculates the percentage of cybersecurity spend on maintenance operating expenditures. Cybersecurity is the ability to protect or defend the use of cyberspace…
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Percentage of past year's known intrusion attempts attempts that were prevented
This measure calculates the percentage of known prevented intrusion attempts over the past year. This Process Efficiency measure is intended to help companies minimize waste…
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Measure Spotlights|
Percentage of past year's known data breach attempts that were prevented
This measure calculates the percentage of known data breach attempts over the past year that were prevented. This Process Efficiency measure is intended to help companies…
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Measure Spotlights|
Total number of cybersecurity FTEs (including contractors and outsourced resources) as percentage of total business entity FTEs
This measure calculates the total number of cybersecurity FTEs (Full time equivalents) (including contractors and outsourced resources) as a percentage of total FTEs (Full…
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Measure Spotlights|
Percentage of cybersecurity incidents over the past year that were automatically remediated
This measure calculates the percentage of cybersecurity incidents over the past year were automatically rectified (combining analytics such as AI with automation to determine…
