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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 8,200 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content. 

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Measure Spotlight Results

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Average time in hours to resolve a service commitment disruption

Personnel cost to perform the function "manage information technology" per IT function FTE

Percentage of total annual IT operating costs, excluding depreciation/amortization, allocated to outsourced costs

Total cost to perform the process group "develop and maintain information technology solutions", excluding depreciation/amortization, per $1,000 revenue

Total cost to perform the process group "develop and manage IT customer relationships", excluding depreciation/amortization, per $1,000 revenue
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Man pointing to icons on a process map