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 business entity IT FTEs who perform the process group "deploy information technology solutions"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who are dedicated to the "deploy information technology solutions" process group, which…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "deliver and support information technology services"
The measure calculates the percentage of business entity IT full-time equivalent employees (FTEs) who perform the process group "deliver and support information technology…
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Measure Spotlights|
Personnel cost to perform the function "manage information technology" per $1,000 revenue
This measure calculates internal and external personnel cost per $1,000 revenue to perform the function “manage information technology”. While inclusion or exclusion of IT…
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Measure Spotlights|
Other cost to perform the function "manage information technology", excluding depreciation/amortization, per $1,000 revenue
This measure calculates costs other than personnel, systems, overhead, and outsourced excluding depreciation/amortization to perform the function "manage information…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to IT development and maintenance
This measure calculates percentage of total IT cost, excluding depreciation/amortization, allocated to the process groups "manage enterprise information" and "develop and…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to IT operations
This measure calculates percentage of total IT cost, excluding depreciation/amortization, allocated to the process groups "deploy information technology solutions" and …
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to IT planning and management
This measure calculates percentage of total IT cost, excluding depreciation/amortization, allocated to the process groups "manage the business of information technology", …
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deliver and support information technology services"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "deliver and support information technology…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deploy information technology solutions"
The measure calculates the percentage of the total IT cost, excluding depreciation/amortization, allocated to the process group "deploy information technology solutions,"…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and implement security, privacy, and data protection controls"
This measure calculates percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "develop and implement security, privacy, and data…
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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…