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.
Looking for something specific?
Ask UsResource Results
-
Measure Spotlights|
Average time in hours to resolve highest priority application break/fix problems (current year)
This measure calculates the average number of hours it takes to resolve the highest priority application break/fix problems for the current year. It tracks the time between…
-
Measure Spotlights|
Average time in hours to respond to highest priority problem for the current year
This measure calculates the average number of hours it takes to respond to the highest priority problem for the current year. It tracks the time between the first formal…
-
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…
-
Measure Spotlights|
Total IT cost, excluding depreciation/amortization, per $1,000 revenue
This measure calculates total annual IT cost, excluding depreciation/amortization, per $1,000 business entity revenue. Total IT Cost or Budget (excluding depreciation…
-
Measure Spotlights|
Percentage of new business applications deployed using cloud technology
This measure calculates the percentage of new business applications deployed that use cloud technology. It is part of a set of Supplemental Information measures that help…
-
Measure Spotlights|
Total IT budget, including depreciation/amortization, per business entity FTE
This measure projects the total IT budget, including any depreciation/amortization allocated to the fiscal year for capital assets acquired in the previous period, per…
-
Measure Spotlights|
Total IT cost, including depreciation/amortization, per $1,000 revenue
This measure calculates total IT cost, including depreciation/amortization, per $1,000 business entity revenue. IT expenses include internal/external personnel cost; hardware…
-
Measure Spotlights|
Total IT cost, including depreciation/amortization, per business entity FTE
This measure calculates the total cost of the IT function, including any depreciation/amortization allocated to the fiscal year for capital assets acquired in the previous…
-
Measure Spotlights|
Personnel cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per $1,000 revenue
This measure calculates personnel cost (including depreciation/amortization) per $1,000 revenue to perform the process group "develop and maintain information technology…
-
Measure Spotlights|
Total IT cost, including depreciation/amortization, per IT function FTE
This measure calculates total IT cost, including depreciation/amortization, per IT function full-time equivalent employee (FTE). IT expenses include internal/external…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "manage enterprise information"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "manage enterprise information," which consists…
-
Measure Spotlights|
Percentage of unscheduled outages from change requests
This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to change requests. It is part of a…
-
Measure Spotlights|
Percentage of unscheduled outages from release introductions
This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to release introductions. It is…
-
Measure Spotlights|
Personnel cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per $1,000 revenue
This measure calculates personnel cost (including depreciation/amortization) per $1,000 revenue to perform the process group "deliver and support information technology…
-
Measure Spotlights|
Personnel cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per $1,000 revenue
This measure calculates cost related to personnel cost, including depreciation/amortization, to perform the process group "deploy information technology solutions" per $1,000…