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|
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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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|
Number of FTEs that perform IT development and maintenance per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) who perform IT development and maintenance per $1 billion revenue. IT development and maintenance…
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Measure Spotlights|
Number of FTEs that perform IT operations per $1 billion revenue
This measure calculates total full time equivalents (FTEs) who perform the process groups "deploy information technology solutions" and "deliver and support information…
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Measure Spotlights|
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|
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…
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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|
Percentage of business entity IT FTEs who perform the process group "develop and manage IT customer relationships"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who perform the process group "develop and manage IT customer relationships," which manages…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "manage enterprise information"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who perform the process group "manage enterprise information," which consists of…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "develop and maintain information technology solutions"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who produce, develop and test new, enhanced, and improved solutions; enable services that…
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Measure Spotlights|
Number of IT FTEs that perform the process group "develop and manage IT customer relationships" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) per $1billion revenue that perform the process group "develop and manage IT customer…
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Measure Spotlights|
Number of IT FTEs that perform the process group "manage enterprise information" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) that perform the process group "manage enterprise information," which consists of understanding…
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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 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…
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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…