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 total IT cost, including depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "develop and maintain information technology…
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Measure Spotlights|
Number of service oriented architecture services implemented
This measure calculates the number of service-oriented architecture (SOA) services implemented in production. SOA refers to an application design and programming paradigm in…
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Measure Spotlights|
Number of development projects for the current year less than $100,000
This measure calculates their number of development projects for the current year that cost less than $100,000. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
Average time in weeks to fulfill a complex information need
This measure calculates the average number of weeks it takes to fulfill a complex information need. A complex need is defined as one that requires external & internal data…
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Measure Spotlights|
Average time in weeks to fulfill a medium complex information need
This measure calculates the average number of weeks it takes to fulfill a medium complex information need. A medium complex need is defined as one that involves data…
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Measure Spotlights|
Average time in minutes to resolve highest priority problems (current year)
This measure calculates the number of minutes it takes for the IT service management team to resolve the highest priority problems for the current year. It tracks the time…
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Measure Spotlights|
Average time in minutes to respond to highest priority problem (current year)
This measure calculates the number of minutes it takes for the IT service management team to respond to the highest priority problem for the current year. It tracks the time…
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Measure Spotlights|
Percentage of unplanned outages due to the implementation of changes into the infrastructure resulting from a change request
This measure calculates the percentage of unplanned outages (i.e. outages that were not planned before implementation of a change) due to the implementation of requested…
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Measure Spotlights|
Percentage of unplanned outages due to the introduction of a new software release
This measure calculates the percentage of unplanned outages (i.e. outages that were not planned before implementation of a change) due to the introduction of a new software…
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Measure Spotlights|
Other cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates other cost (including depreciation/amortization) per $100,000 revenue to perform the process group "deploy information technology solutions," which…
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Measure Spotlights|
Other cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates other cost (including depreciation/amortization) per $100,000 revenue to perform the process group "develop and maintain information technology…
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Measure Spotlights|
Number of development projects for the current year between $100,000 and $250,000
This measure calculates the number of development projects for the current year in the $100,000–$250,000 range. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
Number of development projects for the current year between $500,000 and $1 million
This measure calculates the number of development projects for the current year in the $500,000–$1 million. It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
Percentage of IT budget, including depreciation/amortization, allocated towards service oriented architecture (SOA)
This measure calculates the percentage of IT budget, including depreciation/amortization, allocated towards service-oriented architecture (SOA), an application design and…
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Measure Spotlights|
Overhead cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates overhead cost (including depreciation/amortization) per $100,000 revenue to perform the process group "deploy information technology solutions," which…