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 respondents claiming to be satisfied with the IT helpdesk
This measure calculates the percentage of respondents that claim to be satisfied with the IT helpdesk in the most recent IT helpdesk satisfaction survey. It is part of a set…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to operating costs
This measure calculates the percentage of the total IT cost allocated to IT operating cost excluding depreciation/amortization. In this measure, operating expense includes…
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Measure Spotlights|
Time in weeks to close an identified IT skill or capability gap
This measure calculates the average time in weeks to close a previously identified IT skill or capability gap. It is part of a set of Cycle Time measures that help companies…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to IT development and maintenance
This measure calculates percentage of total IT cost, excluding depreciation/amortization, allocated to the process groups "manage enterprise information" and "develop and…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to IT operations
This measure calculates percentage of total IT cost, excluding depreciation/amortization, allocated to the process groups "deploy information technology solutions" and …
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Measure Spotlights|
IT expense, including depreciation/amortization, per employee
This measure calculates IT expense, including depreciation/amortization, per employee. IT expenses include internal/external personnel cost; hardware cost for owned/leased…
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Measure Spotlights|
Length in years of information architecture planning horizon
This measure calculates the number of years of information architecture planning horizon. Information architecture includes defining information elements, composite structure…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deliver and support information technology services"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to 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 "deploy information technology solutions"
The measure calculates the percentage of the total IT cost, excluding depreciation/amortization, allocated to the process group "deploy information technology solutions,"…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and implement security, privacy, and data protection controls"
This measure calculates percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "develop and implement security, privacy, and data…
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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…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "manage enterprise information"
This measure calculates the percentage of IT budget, excluding depreciation/amortization for assets acquired during current period, allocated to the process group "manage…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "manage the business of information technology"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "manage the business of information technology,"…
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Measure Spotlights|
Average IT budget variance for application development and maintenance projects
This measure computes the average IT budget variance for application development and maintenance projects. It is calculated as the difference in budget required to complete…
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Measure Spotlights|
Average schedule variance for application development and maintenance projects
This measure calculates the average schedule variance for application development and maintenance projects. It can be computed as the difference in days required to complete…
