Percentage of business entity IT FTEs who perform the process group "deliver and support it services"

The measure calculates the percentage of business entity IT full-time equivalent employees (FTEs) who perform the process group "deliver and support IT services," which consists of delivering services and solutions within the budget provided; meeting service commitments as measured by customer-defined service criteria; and achieving customer satisfaction targets. It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "develop the IT deployment strategy" process.

Benchmark Data


Sorry! Not all users have access to all of our resources. Question mark icon

Want to unlock access to all of our resources?

Learn about Membership icon--arrow--right

Measure Category:
Supplemental Information
Measure Id:
Total Sample Size:
1,704 All Companies
Key Performance

Compute this Measure

Units for this measure are percent.

Back to Top

Percentage of IT FTEs performing the process group "deliver and support information technology services"

Key Terms

Back to Top

FTE - (full-time equivalent employee)

To calculate the number of full-time equivalents employed during the year for each respective process or activity, you must prorate the number of employees and the hours spent performing each process/activity. Assume that a full-time worker represents 40 hours per week. Provide the average number of full-time equivalents employed during the year for each respective process. Include full-time employees, part-time employees, and temporary workers hired during peak demand periods. Allocate only the portion of the employee's time that relates to or supports the activities identified for an applicable process. Prorate management and secretarial time by estimating the level of effort in support of each activity, by process.

For example, a part-time secretary in the finance department for XYZ, Inc. charges all of his time to finance department activities. He works 20 hours per week. The secretary splits his time evenly supporting employees working in the general accounting process and the financial reporting process. Thus, his time should be allocated by process. So, if he works throughout the year and supports these two processes, his time would be split evenly as:

20hrs/40hrs = .5FTE * 50% for general accounting = .25FTE for general accounting

20hrs/40hrs = .5FTE * 50% for financial reporting = .25FTE for financial reporting

Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Business Entity

For survey purposes, a business entity is defined as an entity that:

  1. performs significant aspects of the processes for the surveys identified, or
  2. is part of a cost or revenue center within the company.

Within your organization, diverse departments may be geographically co-located, with closely integrated operations that form part of one "business entity" which may be a great distance apart. When trying to determine if related parts of your operation should be considered a single business entity, look for the following characteristics:

  • Do they operate closely together?
  • Do they serve many of the same customers?
  • Do they support the same region or product group?
  • Do they share any performance measures?
  • Is data meaningful at a consolidated level?

Examples of business entity definition:

  1. A general ledger accounting unit located in Germany has two groups. One performs general ledger accounting for the corporate headquarters, which has three business units. The other group does general ledger accounting for one of the three business units. In spite of their geographic co-location, their roles are substantially different and consolidating their data into a single response would make it less meaningful. Each group should be treated as a separate business entity.
  2. Three business units within a corporation use a shared services center for accounts payable and expense reimbursement, but are self-supporting for the other financial processes. The best approach is to make the shared services centre a separate business entity for accounts payable and expense reimbursement, and to retain the three original business units for the other financial processes.
  3. A global manufacturing company has five plant locations, each manufacturing product and each with its own logistics operations. For purposes of completing a manufacturing and logistics survey, they should be treated as five separate business entities.

Measure Scope

Back to Top

Cross Industry (7.1.0)

  • 8.7.1 - Develop IT services and solution delivery strategy (10595) - Creating a strategy for delivering IT services and solutions. Establish the sourcing strategy. Establish the delivery process procedures and tools. Examine and choose the most effective methodologies and tools.
    • - Establish sourcing strategy for IT delivery (10699) - Creating and implementing a strategy for sourcing delivery of IT services and solutions. Examine the pros and cons of various sources that can support the delivery process. Select the most feasible and cost-effective sources.
    • - Define delivery processes, procedures, and tools standards (10700) - Establishing standards for the processes, methods, and equipment supporting the delivery of IT services and solutions. Manage the transportation system, delivery schedule, etc. for the delivery process.
    • - Select delivery methodologies and tools (10701) - Assessing the tools and techniques for delivering IT services and solutions, and choosing the most appropriate tools and techniques. Evaluate the pros and cons of all the methodologies and tools available. Choose the most efficient and effective methodology.
  • 8.7.2 - Develop IT support strategy (10596) - Creating a strategy for provision of support to users of IT services and solutions.
    • - Establish sourcing strategy for IT support (10702) - Developing a strategy for sourcing resources to support users of IT services and solutions. Establish the sources that will make use of e-mail, live support software online, or a tool where users can log a call or incident in order to retrieve IT support.
    • - Define IT support services (10703) - Establishing services for providing support to users of IT services and solutions. Define the plethora of services by which the organization assists users of computers, software products, or other electronic/mechanical products.
  • 8.7.3 - Manage IT infrastructure resources (10597) - Managing the resources required for administration of IT infrastructure. Manage the IT inventory and assets. Take care of the organization's IT resource capacity.
    • - Manage IT inventory and assets (10704) - Managing the complete list of IT items or resources available with the organization. Use inventory and asset management systems to automate the process of asset discovery, tracking, and reporting of the resources.
    • - Manage IT resource capacity (10705) - Handling the resource capacity of the IT function. Manage storage, computer hardware, software, and connection infrastructure resources that can be stored as inventory or provided by the organization as needed.
  • 8.7.4 - Manage IT infrastructure operations (10598) - Managing all processes and services that are provisioned by an IT staff to their internal or external clients and used by themselves. Deliver IT services and solutions. Perform IT operations support services.
    • - Deliver IT services and solutions (10706) - Supplying or provisioning IT services and solutions to the users. Design an IT service delivery model that defines the processes and procedures needed to deliver the IT services and solutions.
    • - Perform IT operations support services (10707) - Executing support services for operational activities within the IT function. Use operation support systems to manage the IT operations support services.
  • 8.7.5 - Support IT services and solutions (10599) - Managing the availability of the IT services and solutions. Provide facilities. Manage backup/recovery systems. Track performance and capacity. Manage any incidents, problems, or inquires related to it.
    • - Manage availability (10708) - Handling the availability for IT services and solutions. Manage the inventory and operations systems to ensure that the demand for the IT solutions and services is always met.
    • - Manage facilities (10709) - Managing the facilities that support the provision of IT services and solutions. Keep facilities such as the software, hardware, and systems up-to-date in order to ensure the provision of IT services and solutions.
    • - Manage backup/recovery (10710) - Managing backup/recovery for IT services and solutions. Copy and archive computer data so it may be used to restore the original after a data loss event. Use a backup system or application.
    • - Manage performance and capacity (10711) - Overseeing the performance and capacity of IT services and solutions. Use key performance indicators to routinely track the performance and capacity levels of IT services and solutions.
    • - Manage incidents (10712) - Managing instances or occurrences within the IT function.
    • - Manage problems (10713) - Identifying, recording, and resolving any IT problems. Create and manage a problem-resolving system or function within the IT function to ensure smooth and timely operations.
    • - Manage inquiries (10714) - Taking care of the inquiries or requests by the customers or users of the IT services and solutions provided by the organization.