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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 the IT organization's spending dedicated to robotic process automation
This measure calculates the percentage of the IT organization's spending dedicated to robotic process automation (RPA). Robotic Process Automation (RPA) is a type of process…
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Measure Spotlights|
End-user devices and print services costs as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the end-user devices and print services costs (desktops, laptops, smartphones etc including operating systems, videoconferencing equipment, printers;…
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Attrition rate for IT function personnel
This measure calculates attrition rate for IT function personnel. Attrition rate refers to the rate at which employees or customers leave a company (voluntarily or…
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Percentage of total IT internal personnel cost, excluding depreciation/amortization, allocated to application development
This measure calculates the percentage of total IT internal personnel cost (including benefits), excluding depreciation/amortization, allocated to application development. …
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Application development cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost of application development as a percentage of the total IT cost, excluding depreciation/amortization. Total IT Cost or Budget (excluding…
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Public cloud Infrastructure as a Service (IaaS) cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost of public cloud Infrastructure-as-a-Serviceas a percentage of the total IT cost. Infrastructure as a Service (IaaS) describes cloud…
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Percentage of total IT internal personnel cost, excluding depreciation/amortization, allocated to application maintenance
This measure calculates the percentage of total IT internal personnel cost (including benefits), excluding depreciation/amortization, allocated to application maintenance. …
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Measure Spotlights|
Percentage of the IT organization's spending dedicated to cloud
This measure calculates the percentage of the IT organization's spending dedicated to cloud. Cloud computing is technology that allows users to access and use shared data…
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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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Percentage of IT workforce requiring retraining or reskilling to accommodate changing business or technology demands
This measure calculates the percentage of IT workforce requiring retraining or reskilling this year in order to accommodate changing business or technology demands. The IT…
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IT strategy and governance cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the IT strategy and governance cost (portfolio strategy and value management, technology strategy, governance strategy, enterprise architecture; IT…
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Data center costs as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the data center costs (computing, storage, middleware, database, and associated overhead including facilities, also including those delivered via…
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IT service management cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the IT service management cost (help desk: incident management and IT service requests, service delivery control and operations management, service…
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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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Measure Spotlights|
Application maintenance cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost of application maintenance (all bug fixes and anything that doesn't result in new functionality for the end user) as a percentage of the…