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|
Total cost to perform the process group "manage IT knowledge", including depreciation/amortization, per process FTE
This measure calculates total cost to perform the process group "manage IT knowledge", including depreciation/amortization, per process full-time equivalent employee (FTE)…
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Average time in hours to resolve a service commitment disruption
This measure calculates the average number of hours it takes to resolve a service commitment disruption. A service commitment disruption refers to a situation where a Service…
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Number of FTEs that perform IT planning and management per $1 billion revenue
This measure calculates average number of full time equivalents (FTEs) who perform the process groups "manage the business of information technology", "Develop and manage IT…
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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 "develop and manage IT customer relationships"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "develop and manage IT customer relationships,"…
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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|
Percentage of business entity IT FTEs who perform the process group "manage the business of information technology"
This measure calculates the percentage of business entity IT full-time equivalent (FTE) employees who perform the process group "manage the business of information technology…
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Measure Spotlights|
Number of IT FTEs that perform the process group "manage the business of information technology" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "manage the business of information…
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Measure Spotlights|
Total cost to perform the process group "deploy information technology solutions", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "deploy information technology solutions," which…
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Measure Spotlights|
Total cost to perform the process group "develop and maintain information technology solutions", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization for assets acquired during current period) per $1,000 revenue to perform the process group …
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Measure Spotlights|
Total cost to perform the process group "develop and manage IT customer relationships", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization for assets acquired during reporting period) per $1,000 revenue to perform the process group …
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Measure Spotlights|
Total cost to perform the process group "manage enterprise information", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "manage enterprise information," which consists…
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Measure Spotlights|
Total cost of IT operations, excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost per $1,000 revenue for IT Operations, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired…
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Measure Spotlights|
Total cost of IT planning and management, excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost per $1,000 revenue for IT planning and management, excluding any depreciation/amortization allocated to the fiscal year for capital…