{"id":257156,"date":"2025-09-15T07:19:35","date_gmt":"2025-09-15T14:19:35","guid":{"rendered":"https:\/\/messengerbot.app\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/"},"modified":"2025-09-15T07:19:35","modified_gmt":"2025-09-15T14:19:35","slug":"it%e3%82%b5%e3%83%9d%e3%83%bc%e3%83%88%e3%81%ae%e6%88%90%e5%8a%9f%e3%82%92%e6%b8%ac%e5%ae%9a%e3%81%97%e3%80%81%e6%8a%80%e8%a1%93%e3%82%b5%e3%83%9d%e3%83%bc%e3%83%88%e3%83%81%e3%83%bc%e3%83%a0%e3%81%ae","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/","title":{"rendered":"IT\u30b5\u30dd\u30fc\u30c8\u306e\u305f\u3081\u306e\u91cd\u8981\u306aKPI\uff1a\u6280\u8853\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u6210\u529f\u3092\u6e2c\u5b9a\u3057\u3001\u6539\u5584\u3092\u4fc3\u9032\u3059\u308b"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ja\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/\" data-essbisposttitle=\"Essential KPIs for IT Support: Measuring Success and Driving Improvement in Technical Support Teams\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\u4e3b\u306a\u30dd\u30a4\u30f3\u30c8<\/h2>\n<ul>\n<li>\u91cd\u8981\u306a\u7406\u89e3 <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI<\/strong> \u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u6539\u5584\u3092\u63a8\u9032\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li>\u91cd\u8981\u306a\u6307\u6a19\u3068\u3057\u3066 <strong>\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u89e3\u6c7a\u7387\uff08FCR\uff09<\/strong> \u3084 <strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong> \u306f\u3001\u30e6\u30fc\u30b6\u30fc\u6e80\u8db3\u5ea6\u306b\u5927\u304d\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002<\/li>\n<li>\u76e3\u8996 <strong>\u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u6642\u9593<\/strong> \u3084 <strong>\u30cd\u30c3\u30c8\u30ef\u30fc\u30af\u7a3c\u50cd\u6642\u9593<\/strong> \u306f\u3001\u904b\u7528\u306e\u52b9\u7387\u6027\u3068\u4fe1\u983c\u6027\u3092\u78ba\u4fdd\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li>\u5b9f\u88c5\u3059\u308b <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u306e\u4f8b<\/strong> \u306f\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u6c7a\u5b9a\u3092\u5c0e\u304d\u3001\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li>KPI\u306e\u5b9a\u671f\u7684\u306a\u5206\u6790\u306f\u3001IT\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u9593\u3067\u8cac\u4efb\u611f\u3068\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306e\u6587\u5316\u3092\u80b2\u307f\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/div>\n<p>\u4eca\u65e5\u306e\u6025\u901f\u306b\u9032\u5316\u3059\u308b\u30c7\u30b8\u30bf\u30eb\u74b0\u5883\u3067\u306f\u3001 <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI<\/strong> \u306e\u7406\u89e3\u304c\u3001\u6210\u529f\u3092\u6e2c\u5b9a\u3057\u3001\u6280\u8853\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u5185\u3067\u306e\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3092\u63a8\u9032\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001\u91cd\u8981\u306a <strong>IT\u30b5\u30dd\u30fc\u30c8\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19<\/strong>, \u52b9\u679c\u7684\u306a\u6307\u6a19\u306e\u69cb\u6210\u8981\u7d20\u3068\u305d\u308c\u3092\u5b9f\u969b\u306e\u30b7\u30ca\u30ea\u30aa\u306b\u3069\u306e\u3088\u3046\u306b\u9069\u7528\u3067\u304d\u308b\u304b\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u3055\u307e\u3056\u307e\u306a\u5074\u9762\u3092\u63a2\u308a\u307e\u3059\u3002 <strong>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005<\/strong>, \u5b9f\u8df5\u7684\u306a <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u306e\u4f8b<\/strong>, \u304a\u3088\u3073\u8ffd\u8de1\u306e\u91cd\u8981\u6027 <strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306eKPI<\/strong> \u3084 <strong>\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306eKPI<\/strong>. \u3055\u3089\u306b\u3001\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u30b9\u30da\u30b7\u30e3\u30ea\u30b9\u30c8\u3068\u3057\u3066\u306e\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u65b9\u6cd5\u3068\u3001\u7279\u306b\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8\u3084\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306b\u304a\u3051\u308b\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306eKPI\u306e\u91cd\u8981\u6027\u306b\u3064\u3044\u3066\u3082\u8aac\u660e\u3057\u307e\u3059\u3002\u3053\u306e\u8a18\u4e8b\u306e\u7d42\u308f\u308a\u307e\u3067\u306b\u306f\u3001\u3042\u306a\u305f\u306f <strong>\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306eKPI<\/strong> \u3092\u52b9\u679c\u7684\u306b\u5b9f\u88c5\u3057\u3066IT\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u3092\u5411\u4e0a\u3055\u305b\u308b\u65b9\u6cd5\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h1>IT\u90e8\u9580\u306b\u3068\u3063\u3066\u826f\u3044KPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h1>\n<h2>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306eKPI\uff1a\u5f79\u5272\u3068\u8cac\u4efb\u306e\u7406\u89e3<\/h2>\n<p>IT\u90e8\u9580\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306e\u52b9\u679c\u3068\u52b9\u7387\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001IT\u30c1\u30fc\u30e0\u304c\u7d44\u7e54\u306e\u76ee\u6a19\u3084\u30e6\u30fc\u30b6\u30fc\u306e\u30cb\u30fc\u30ba\u3092\u3069\u308c\u3060\u3051\u6e80\u305f\u3057\u3066\u3044\u308b\u304b\u3092\u7406\u89e3\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u3059\u3079\u3066\u306eIT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u304c\u6ce8\u529b\u3059\u3079\u304d\u91cd\u8981\u306aKPI\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n<ol>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u6642\u9593<\/strong>: IT\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u89e3\u6c7a\u6642\u9593\u304c\u77ed\u3044\u307b\u3069\u3001\u52b9\u7387\u7684\u306a\u554f\u984c\u89e3\u6c7a\u3068\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u3092\u793a\u3057\u307e\u3059\u3002 <a href=\"https:\/\/www.thinkhdi.com\" target=\"_blank\" rel=\"noopener\">HDI<\/a>, \u52b9\u679c\u7684\u306a\u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u30d7\u30ed\u30bb\u30b9\u3092\u6301\u3064\u7d44\u7e54\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u89e3\u6c7a\u7387\uff08FCR\uff09<\/strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u3067\u89e3\u6c7a\u3055\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u554f\u984c\u306e\u5272\u5408\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u7387\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3068\u904b\u7528\u30b3\u30b9\u30c8\u306e\u524a\u6e1b\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/www.servicedeskinstitute.com\" target=\"_blank\" rel=\"noopener\">\u30b5\u30fc\u30d3\u30b9\u30c7\u30b9\u30af\u5354\u4f1a<\/a> \u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u7387\u304c70%\u3092\u8d85\u3048\u308b\u7d44\u7e54\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u306e\u76f4\u63a5\u7684\u306a\u76f8\u95a2\u95a2\u4fc2\u3092\u793a\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6 (CSAT)<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u901a\u5e38\u8abf\u67fb\u3092\u901a\u3058\u3066IT\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u30e6\u30fc\u30b6\u30fc\u306e\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002CSAT\u30b9\u30b3\u30a2\u304c80%\u3092\u8d85\u3048\u308b\u3068\u3001\u512a\u308c\u305f\u3068\u898b\u306a\u3055\u308c\u3001IT\u90e8\u9580\u304c\u30e6\u30fc\u30b6\u30fc\u306e\u30cb\u30fc\u30ba\u3092\u52b9\u679c\u7684\u306b\u6e80\u305f\u3059\u80fd\u529b\u3092\u53cd\u6620\u3057\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/www.theacsi.org\" target=\"_blank\" rel=\"noopener\">\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570 (ACSI)<\/a> \u306f\u3001\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u304c\u751f\u7523\u6027\u306e\u5411\u4e0a\u3068\u5f93\u696d\u54e1\u306e\u58eb\u6c17\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u3053\u3068\u3092\u5f37\u8abf\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30ef\u30fc\u30af\u7a3c\u50cd\u6642\u9593<\/strong>: \u3053\u306eKPI\u306f\u3001\u30cd\u30c3\u30c8\u30ef\u30fc\u30af\u304c\u7a3c\u50cd\u3057\u3066\u3044\u3066\u30e6\u30fc\u30b6\u30fc\u306b\u5229\u7528\u53ef\u80fd\u306a\u6642\u9593\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u696d\u754c\u3067\u306f99.9%\u306e\u7a3c\u50cd\u6642\u9593\u3092\u76ee\u6307\u3059\u306e\u304c\u6a19\u6e96\u3067\u3042\u308a\u3001\u30c0\u30a6\u30f3\u30bf\u30a4\u30e0\u306f\u91cd\u5927\u306a\u751f\u7523\u6027\u306e\u640d\u5931\u3092\u5f15\u304d\u8d77\u3053\u3059\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\u30ac\u30fc\u30c8\u30ca\u30fc<\/a>, \u30c0\u30a6\u30f3\u30bf\u30a4\u30e0\u306e\u30b3\u30b9\u30c8\u306f1\u5206\u3042\u305f\u308a\u6570\u5343\u30c9\u30eb\u306b\u9054\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u3001\u3053\u306e\u6307\u6a19\u306e\u91cd\u8981\u6027\u3092\u5f37\u8abf\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30ef\u30fc\u30af\u9045\u5ef6<\/strong>: \u3053\u308c\u306f\u30c7\u30fc\u30bf\u304c\u30cd\u30c3\u30c8\u30ef\u30fc\u30af\u3092\u901a\u904e\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9045\u5ef6\u304c\u5c11\u306a\u3044\u3053\u3068\u306f\u3001\u7279\u306b\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3044\u3066\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002 <a href=\"https:\/\/www.cisco.com\" target=\"_blank\" rel=\"noopener\">Cisco<\/a> \u306e\u5831\u544a\u306b\u3088\u308b\u3068\u3001\u9045\u5ef6\u3092\u6e1b\u5c11\u3055\u305b\u308b\u3053\u3068\u3067\u30e6\u30fc\u30b6\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u904b\u7528\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ol>\n<h2>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u4f8b\uff1a\u5b9f\u969b\u306e\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3<\/h2>\n<p>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u3092\u5b9f\u88c5\u3059\u308b\u3053\u3068\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u8ffd\u8de1\u3060\u3051\u3067\u306a\u304f\u3001\u6539\u5584\u306e\u305f\u3081\u306e\u5b9f\u7528\u7684\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u3001IT\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3051\u308bKPI\u306e\u5b9f\u969b\u306e\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u3044\u304f\u3064\u304b\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306eKPI<\/strong>: \u7279\u5b9a\u306e\u671f\u9593\u5185\u306b\u89e3\u6c7a\u3055\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u6570\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u30c8\u30ec\u30f3\u30c9\u3084\u30b5\u30dd\u30fc\u30c8\u30ea\u30af\u30a8\u30b9\u30c8\u306e\u30d4\u30fc\u30af\u6642\u9593\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u3053\u306e\u30c7\u30fc\u30bf\u306f\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u6c7a\u5b9a\u306b\u60c5\u5831\u3092\u63d0\u4f9b\u3057\u3001\u30ea\u30bd\u30fc\u30b9\u306e\u914d\u5206\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306eKPI<\/strong>: \u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u5b8c\u4e86\u6642\u9593\u3084\u30e6\u30fc\u30b6\u30fc\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306a\u3069\u306eKPI\u3092\u901a\u3058\u3066IT\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306e\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u7ba1\u7406\u306e\u5b9f\u8df5\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001IT\u90e8\u9580\u306f\u30d7\u30ed\u30bb\u30b9\u3092\u6d17\u7df4\u3055\u305b\u3001\u3088\u308a\u826f\u3044\u6210\u679c\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306eKPI<\/strong>: \u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u7387\u3084\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306a\u3069\u306e\u6307\u6a19\u3092\u901a\u3058\u3066\u500b\u3005\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30b9\u30bf\u30c3\u30d5\u306e\u9593\u306b\u8cac\u4efb\u611f\u3068\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306e\u6587\u5316\u3092\u80b2\u3080\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI<\/strong>: \u30ea\u30fc\u30c0\u30fc\u30b7\u30c3\u30d7\u6307\u6a19\u3001\u4f8b\u3048\u3070\u30c1\u30fc\u30e0\u306e\u751f\u7523\u6027\u3084\u5f93\u696d\u54e1\u306e\u6e80\u8db3\u5ea6\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u30c1\u30fc\u30e0\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u7dad\u6301\u3057\u3001IT\u30b5\u30fc\u30d3\u30b9\u3092\u52b9\u679c\u7684\u306b\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068 <a href=\"https:\/\/messengerbot.app\/ja\/#features\">IT\u30b5\u30dd\u30fc\u30c8KPI\u306e\u7279\u5fb4\u3092<\/a> \u6226\u7565\u306b\u7d44\u307f\u8fbc\u3080\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u5411\u4e0a\u3068\u30e6\u30fc\u30b6\u30fc\u6e80\u8db3\u5ea6\u306e\u6539\u5584\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u8a73\u7d30\u306a\u6d1e\u5bdf\u306b\u3064\u3044\u3066\u306f\u3001\u79c1\u305f\u3061\u306e <a href=\"https:\/\/messengerbot.app\/ja\/%e3%83%a1%e3%83%83%e3%82%bb%e3%83%b3%e3%82%b8%e3%83%a3%e3%83%bc%e3%83%9c%e3%83%83%e3%83%88%e3%83%81%e3%83%a5%e3%83%bc%e3%83%88%e3%83%aa%e3%82%a2%e3%83%ab\/\">IT\u30b5\u30dd\u30fc\u30c8\u306e\u30c1\u30e5\u30fc\u30c8\u30ea\u30a2\u30eb<\/a> \u3092\u63a2\u7d22\u3059\u308b\u304b\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/free-trial-offer\/\">\u30b5\u30dd\u30fc\u30c8\u30c4\u30fc\u30eb\u306e\u7121\u6599\u30c8\u30e9\u30a4\u30a2\u30eb\u3092\u8003\u616e\u3057\u3066<\/a> \u305d\u308c\u3089\u304c\u3069\u306e\u3088\u3046\u306b\u7d44\u7e54\u306b\u5229\u76ca\u3092\u3082\u305f\u3089\u3059\u304b\u3092\u78ba\u8a8d\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-172092.png\" alt=\"IT\u30b5\u30dd\u30fc\u30c8\u306e\u305f\u3081\u306eKPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>IT\u90e8\u9580\u306b\u3068\u3063\u3066\u826f\u3044KPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>\u9069\u5207\u306a\u7406\u89e3 <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI<\/strong> \u306f\u3001IT\u90e8\u9580\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u8ffd\u8de1\u306b\u5f79\u7acb\u3064\u3060\u3051\u3067\u306a\u304f\u3001\u5168\u4f53\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u5411\u4e0a\u3055\u305b\u308b\u6226\u7565\u7684\u6c7a\u5b9a\u3092\u5c0e\u304f\u306e\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002\u7279\u5b9a\u306e\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001IT\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306f\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u7d44\u7e54\u306e\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u3053\u3068\u3092\u78ba\u5b9f\u306b\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306eKPI\uff1a\u5f79\u5272\u3068\u8cac\u4efb\u306e\u7406\u89e3<\/h3>\n<p>\u306e\u5f79\u5272\u306f\u591a\u9762\u7684\u3067\u3042\u308a\u3001IT\u30b5\u30fc\u30d3\u30b9\u306e\u52b9\u7387\u306b\u76f4\u63a5\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u3055\u307e\u3056\u307e\u306a\u8cac\u4efb\u3092\u542b\u3093\u3067\u3044\u307e\u3059\u3002IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306e\u305f\u3081\u306e\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059\uff1a <strong>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005<\/strong> \u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387 (FCR)<\/p>\n<ol>\n<li><strong>: \u3053\u306eKPI\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b3\u30f3\u30bf\u30af\u30c8\u30ab\u30a6\u30f3\u30b7\u30eb\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>\u5e73\u5747\u51e6\u7406\u6642\u9593 (AHT)<\/li>\n<li><strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u306e\u6700\u9069\u5316\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u4f53\u9a13\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u3001\u901a\u5e38\u306f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u901a\u3058\u3066\u6e2c\u5b9a\u3055\u308c\u307e\u3059\u3002CSAT\u30b9\u30b3\u30a2\u304c80\u3092\u8d85\u3048\u308b\u5834\u5408\u306f\u3001\u512a\u308c\u305f\u3082\u306e\u3068\u898b\u306a\u3055\u308c\u308b\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u3002\u30a2\u30e1\u30ea\u30ab\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\uff08ACSI\uff09\u306b\u3088\u308c\u3070\u3001CSAT\u30b9\u30b3\u30a2\u304c\u9ad8\u3044\u307b\u3069\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3068\u30ea\u30d4\u30fc\u30c8\u30d3\u30b8\u30cd\u30b9\u304c\u5897\u52a0\u3059\u308b\u3053\u3068\u304c\u793a\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306eKPI\u306f\u3001IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u3001\u7d44\u7e54\u3068\u9867\u5ba2\u306e\u4e21\u65b9\u306e\u671f\u5f85\u306b\u5fdc\u3048\u308b\u3053\u3068\u3092\u78ba\u5b9f\u306b\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f <a href=\"https:\/\/messengerbot.app\/ja\/#features\">IT\u30b5\u30dd\u30fc\u30c8KPI\u306e\u7279\u5fb4\u3092<\/a>, \u79c1\u305f\u3061\u306e\u63d0\u4f9b\u5185\u5bb9\u3092\u63a2\u3063\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<h3>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u4f8b\uff1a\u5b9f\u969b\u306e\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3<\/h3>\n<p>\u5b9f\u88c5\u3059\u308b <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u306e\u4f8b<\/strong> \u306f\u3001\u904b\u7528\u306e\u52b9\u679c\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u3001\u3044\u304f\u3064\u304b\u306e\u5b9f\u7528\u7684\u306a\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3067\u3059:<\/p>\n<ol>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong>: NPS\u306f\u3001\u9867\u5ba2\u304c\u4ed6\u306e\u4eba\u306b\u30b5\u30fc\u30d3\u30b9\u3092\u63a8\u85a6\u3059\u308b\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002NPS\u304c\u9ad8\u3044\u307b\u3069\u3001\u30d6\u30e9\u30f3\u30c9\u306e\u8a55\u5224\u3068\u9867\u5ba2\u306e\u652f\u6301\u304c\u5f37\u3044\u3053\u3068\u3092\u53cd\u6620\u3057\u3066\u3044\u307e\u3059\u3002\u30d9\u30a4\u30f3\uff06\u30ab\u30f3\u30d1\u30cb\u30fc\u306b\u3088\u308b\u3068\u3001\u9ad8\u3044NPS\u30b9\u30b3\u30a2\u3092\u6301\u3064\u4f01\u696d\u306f\u3001\u7af6\u5408\u4ed6\u793e\u3088\u308a\u3082\u6210\u9577\u304c\u65e9\u3044\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0<\/strong>: \u7279\u5b9a\u306e\u671f\u9593\u306b\u53d7\u3051\u53d6\u3063\u305f\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u6570\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u554f\u984c\u3084\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u306e\u50be\u5411\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u6c7a\u5b9a\u3084\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306e\u30cb\u30fc\u30ba\u3092\u5c0e\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u5fdc\u7b54\u6642\u9593<\/strong>: \u3053\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u8fc5\u901f\u306a\u5fdc\u7b54\u6642\u9593\u306f\u9867\u5ba2\u6e80\u8db3\u306b\u3068\u3063\u3066\u4e0d\u53ef\u6b20\u3067\u3042\u308a\u3001Zendesk\u306e\u7814\u7a76\u306b\u3088\u308c\u3070\u3001\u8fc5\u901f\u306a\u5fdc\u7b54\u304c\u9867\u5ba2\u306e\u7dad\u6301\u7387\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u793a\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>\u3053\u308c\u3089\u306eKPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001IT\u90e8\u9580\u306f\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u5411\u4e0a\u3055\u305b\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u30cb\u30fc\u30ba\u306b\u52b9\u679c\u7684\u306b\u5fdc\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306a\u308b\u30ac\u30a4\u30c0\u30f3\u30b9\u306b\u3064\u3044\u3066\u306f <a href=\"https:\/\/messengerbot.app\/ja\/%e3%83%a1%e3%83%83%e3%82%bb%e3%83%b3%e3%82%b8%e3%83%a3%e3%83%bc%e3%83%9c%e3%83%83%e3%83%88%e3%83%81%e3%83%a5%e3%83%bc%e3%83%88%e3%83%aa%e3%82%a2%e3%83%ab\/\">IT\u30b5\u30dd\u30fc\u30c8\u306e\u30c1\u30e5\u30fc\u30c8\u30ea\u30a2\u30eb<\/a>, \u5f53\u793e\u306e\u30ea\u30bd\u30fc\u30b9\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n<h2>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306eKPI\uff1a\u5f79\u5272\u3068\u8cac\u4efb\u306e\u7406\u89e3<\/h2>\n<p>IT\u30b5\u30dd\u30fc\u30c8\u306e\u5206\u91ce\u3067\u306f\u3001IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306e\u5f79\u5272\u304c\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u5c02\u9580\u5bb6\u306f\u3001\u6280\u8853\u7684\u306a\u554f\u984c\u304c\u52b9\u7387\u7684\u306b\u89e3\u6c7a\u3055\u308c\u308b\u3088\u3046\u306b\u3057\u3001\u696d\u52d9\u306e\u7d99\u7d9a\u6027\u3092\u7dad\u6301\u3059\u308b\u8cac\u4efb\u304c\u3042\u308a\u307e\u3059\u3002\u5f7c\u3089\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u52b9\u679c\u7684\u306b\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u7279\u5b9a\u306e <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI<\/strong> \u3092\u8a2d\u5b9a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306e\u4e3b\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306b\u306f\u901a\u5e38\u3001\u6b21\u306e\u3082\u306e\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u5fdc\u7b54\u6642\u9593:<\/strong> \u3053\u306eKPI\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30ea\u30af\u30a8\u30b9\u30c8\u306b\u5bfe\u51e6\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u8fc5\u901f\u306a\u5fdc\u7b54\u6642\u9593\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u6e80\u8db3\u5ea6\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/li>\n<li><strong>\u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387:<\/strong> \u3053\u308c\u306f\u3001\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u554f\u984c\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044\u5272\u5408\u306f\u3001\u52b9\u679c\u7684\u306a\u554f\u984c\u89e3\u6c7a\u80fd\u529b\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u30e6\u30fc\u30b6\u30fc\u304b\u3089\u306e\u5b9a\u671f\u7684\u306a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306f\u3001\u63d0\u4f9b\u3055\u308c\u308b\u30b5\u30dd\u30fc\u30c8\u306e\u8cea\u3092\u6e2c\u308b\u306e\u306b\u5f79\u7acb\u3061\u3001\u5168\u4f53\u7684\u306a\u6e80\u8db3\u5ea6\u306b\u76f4\u63a5\u5f71\u97ff\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eKPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306f\u7d44\u7e54\u306e\u76ee\u6a19\u3068\u52aa\u529b\u3092\u4e00\u81f4\u3055\u305b\u3001\u5168\u4f53\u7684\u306a\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13\u306b\u30dd\u30b8\u30c6\u30a3\u30d6\u306b\u8ca2\u732e\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u4f8b\uff1a\u5b9f\u969b\u306e\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3<\/h3>\n<p>\u5b9f\u88c5\u3059\u308b <strong>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u306e\u4f8b<\/strong> \u5b9f\u969b\u306e\u30b7\u30ca\u30ea\u30aa\u3067\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u679c\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u3001\u3044\u304f\u3064\u304b\u306e\u5b9f\u7528\u7684\u306a\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306eKPI:<\/strong> \u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u91cf\u3068\u89e3\u6c7a\u6642\u9593\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u30c8\u30ec\u30f3\u30c9\u3084\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u30c1\u30b1\u30c3\u30c8\u306e\u91cf\u304c\u7279\u5b9a\u306e\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30a2\u30c3\u30d7\u30c7\u30fc\u30c8\u3068\u76f8\u95a2\u3057\u3066\u6025\u5897\u3057\u305f\u5834\u5408\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u61f8\u5ff5\u306b\u5bfe\u51e6\u3059\u308b\u305f\u3081\u306e\u7a4d\u6975\u7684\u306a\u63aa\u7f6e\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306eKPI:<\/strong> \u5b8c\u4e86\u7387\u3084\u30e6\u30fc\u30b6\u30fc\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u901a\u3058\u3066IT\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306e\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u30a4\u30cb\u30b7\u30a2\u30c1\u30d6\u304c\u30e6\u30fc\u30b6\u30fc\u306e\u30cb\u30fc\u30ba\u3084\u7d44\u7e54\u306e\u76ee\u6a19\u306b\u4e00\u81f4\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306eKPI:<\/strong> \u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u6642\u9593\u3084\u30e6\u30fc\u30b6\u30fc\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306a\u3069\u306e\u6307\u6a19\u3092\u901a\u3058\u3066\u500b\u3005\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u3067\u3001\u8cac\u4efb\u611f\u3068\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306e\u6587\u5316\u3092\u80b2\u3080\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306fIT\u30b5\u30dd\u30fc\u30c8\u80fd\u529b\u3092\u5411\u4e0a\u3055\u305b\u3001\u6700\u7d42\u7684\u306b\u306f\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3068\u30e6\u30fc\u30b6\u30fc\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u6307\u6a19\u306b\u95a2\u3059\u308b\u8a73\u7d30\u306f\u3001\u79c1\u305f\u3061\u306e <a href=\"https:\/\/messengerbot.app\/ja\/#features\">IT\u30b5\u30dd\u30fc\u30c8KPI\u306e\u7279\u5fb4\u3092<\/a> \u3084 <a href=\"https:\/\/messengerbot.app\/ja\/%e3%83%a1%e3%83%83%e3%82%bb%e3%83%b3%e3%82%b8%e3%83%a3%e3%83%bc%e3%83%9c%e3%83%83%e3%83%88%e3%83%81%e3%83%a5%e3%83%bc%e3%83%88%e3%83%aa%e3%82%a2%e3%83%ab\/\">IT\u30b5\u30dd\u30fc\u30c8\u306e\u30c1\u30e5\u30fc\u30c8\u30ea\u30a2\u30eb<\/a>.<\/p>\n<h2>\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u30b9\u30da\u30b7\u30e3\u30ea\u30b9\u30c8\u3068\u3057\u3066\u306e\u6210\u529f\u3092\u3069\u3046\u6e2c\u308a\u307e\u3059\u304b?<\/h2>\n<p>\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u30b9\u30da\u30b7\u30e3\u30ea\u30b9\u30c8\u3068\u3057\u3066\u306e\u6210\u529f\u3092\u6e2c\u5b9a\u3059\u308b\u306b\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u7387\u3068\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3092\u53cd\u6620\u3059\u308b\u3044\u304f\u3064\u304b\u306e\u91cd\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\uff08KPI\uff09\u3092\u5206\u6790\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u8003\u616e\u3059\u3079\u304d\u6700\u3082\u91cd\u8981\u306a\u6307\u6a19\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059:<\/p>\n<p>1. **\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT)**: \u3053\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5f8c\u306e\u8abf\u67fb\u3092\u901a\u3058\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044CSAT\u30b9\u30b3\u30a2\u306f\u3001\u9867\u5ba2\u304c\u554f\u984c\u304c\u52b9\u679c\u7684\u304b\u3064\u52b9\u7387\u7684\u306b\u89e3\u6c7a\u3055\u308c\u305f\u3068\u611f\u3058\u3066\u3044\u308b\u3053\u3068\u3092\u793a\u3057\u307e\u3059\u3002\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u5354\u4f1a\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001IT\u30b5\u30dd\u30fc\u30c8\u696d\u754c\u3067\u306fCSAT\u30b9\u30b3\u30a2\u304c80%\u3092\u8d85\u3048\u308b\u3068\u512a\u308c\u305f\u3082\u306e\u3068\u898b\u306a\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>2. **\u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387 (FCR) \u30ec\u30fc\u30c8**: FCR\u306f\u3001\u9867\u5ba2\u3068\u306e\u521d\u56de\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3067\u89e3\u6c7a\u3055\u308c\u305f\u554f\u984c\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u9ad8\u3044FCR\u30ec\u30fc\u30c8\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u904b\u55b6\u30b3\u30b9\u30c8\u3092\u524a\u6e1b\u3059\u308b\u305f\u3081\u306b\u3082\u91cd\u8981\u3067\u3059\u3002\u7814\u7a76\u306b\u3088\u308b\u3068\u3001FCR\u30ec\u30fc\u30c8\u304c70%\u4ee5\u4e0a\u306e\u7d44\u7e54\u306f\u3001\u9867\u5ba2\u306e\u5fe0\u8aa0\u5fc3\u304c\u5927\u5e45\u306b\u5411\u4e0a\u3059\u308b\u3053\u3068\u304c\u793a\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>3. **\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u3068\u5e73\u5747\u89e3\u6c7a\u6642\u9593**: \u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9867\u5ba2\u306e\u554f\u984c\u306b\u3069\u308c\u3060\u3051\u8fc5\u901f\u306b\u5fdc\u7b54\u3057\u3001\u89e3\u6c7a\u3059\u308b\u304b\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u7406\u60f3\u7684\u306b\u306f\u5e73\u5747\u5fdc\u7b54\u6642\u9593\u306f1\u6642\u9593\u672a\u6e80\u3067\u3042\u308b\u3079\u304d\u3067\u3001\u5e73\u5747\u89e3\u6c7a\u6642\u9593\u306f\u52b9\u7387\u3092\u9ad8\u3081\u308b\u305f\u3081\u306b\u6700\u5c0f\u9650\u306b\u6291\u3048\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002HDI\u306e\u5831\u544a\u306b\u3088\u308b\u3068\u3001IT\u30b5\u30dd\u30fc\u30c8\u306e\u5e73\u5747\u89e3\u6c7a\u6642\u9593\u306f\u6700\u9069\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u305f\u3081\u306b24\u6642\u9593\u672a\u6e80\u3067\u3042\u308b\u3079\u304d\u3067\u3059\u3002<\/p>\n<p>4. **\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8**: \u3053\u306e\u6307\u6a19\u306f\u3001\u30c1\u30b1\u30c3\u30c8\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u767a\u751f\u3057\u305f\u7dcf\u30b3\u30b9\u30c8\u3092\u8a08\u7b97\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306e\u30b3\u30b9\u30c8\u52b9\u7387\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u3053\u306e\u30b3\u30b9\u30c8\u3092\u4f4e\u304f\u6291\u3048\u3064\u3064\u3001\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u306f\u3001\u6210\u529f\u3059\u308b\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306b\u3068\u3063\u3066\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u696d\u754c\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306b\u3088\u308c\u3070\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u304c$15\u672a\u6e80\u3067\u3042\u308b\u3053\u3068\u304c\u591a\u304f\u306e\u7d44\u7e54\u306b\u3068\u3063\u3066\u7406\u60f3\u7684\u3067\u3059\u3002<\/p>\n<p>5. **\u53d7\u4fe1\u3057\u305f\u30b3\u30f3\u30bf\u30af\u30c8\u6570**: \u53d7\u4fe1\u3057\u305f\u30b5\u30dd\u30fc\u30c8\u30ea\u30af\u30a8\u30b9\u30c8\u306e\u6570\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u4f5c\u696d\u8ca0\u8377\u3068\u52b9\u7387\u3092\u6e2c\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u53d7\u4fe1\u3057\u305f\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u30c8\u30ec\u30f3\u30c9\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u6539\u5584\u3055\u308c\u305f\u6587\u66f8\u3084\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u901a\u3058\u3066\u5bfe\u51e6\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u518d\u767a\u3059\u308b\u554f\u984c\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>Messenger Bot\u306e\u3088\u3046\u306a\u30c4\u30fc\u30eb\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u4e00\u822c\u7684\u306a\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u5373\u6642\u306e\u5fdc\u7b54\u3092\u63d0\u4f9b\u3057\u3001CSAT\u3084FCR\u306e\u5411\u4e0a\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u521d\u671f\u306e\u5bfe\u8a71\u3092\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u306e\u5c02\u9580\u5bb6\u306f\u3088\u308a\u8907\u96d1\u306a\u554f\u984c\u306b\u96c6\u4e2d\u3067\u304d\u3001\u5168\u4f53\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002<\/p>\n<h3>\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306eKPI: \u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u8a55\u4fa1<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u969b\u306b\u306f\u3001\u30c1\u30fc\u30e0\u304c\u6700\u9069\u306b\u6a5f\u80fd\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306b\u3001\u3044\u304f\u3064\u304b\u306eKPI\u304c\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u3089\u306eKPI\u306b\u306f\u6b21\u306e\u3082\u306e\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<p>\u2013 **\u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u7387**: \u3053\u308c\u306f\u3001\u7279\u5b9a\u306e\u6642\u9593\u67a0\u5185\u3067\u5404\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306b\u3088\u3063\u3066\u89e3\u6c7a\u3055\u308c\u305f\u30c1\u30b1\u30c3\u30c8\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u89e3\u6c7a\u7387\u304c\u9ad8\u3044\u307b\u3069\u3001\u52b9\u679c\u7684\u306a\u554f\u984c\u89e3\u6c7a\u30b9\u30ad\u30eb\u3068\u52b9\u7387\u3092\u793a\u3057\u307e\u3059\u3002<\/p>\n<p>\u2013 **\u30b5\u30fc\u30d3\u30b9\u306e\u8cea**: \u3053\u308c\u306f\u3001\u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3084\u30b5\u30dd\u30fc\u30c8\u306e\u3084\u308a\u53d6\u308a\u306b\u95a2\u3059\u308b\u5185\u90e8\u30ec\u30d3\u30e5\u30fc\u3092\u901a\u3058\u3066\u8a55\u4fa1\u3067\u304d\u307e\u3059\u3002\u5b9a\u671f\u7684\u306a\u8a55\u4fa1\u306f\u3001\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u57fa\u6e96\u3092\u7dad\u6301\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>\u2013 **\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3068\u958b\u767a\u306e\u6307\u6a19**: \u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30d7\u30ed\u30b0\u30e9\u30e0\u3092\u901a\u3058\u3066\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306e\u9032\u6357\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u3088\u308a\u8907\u96d1\u306a\u554f\u984c\u306b\u5bfe\u51e6\u3059\u308b\u6e96\u5099\u304c\u3067\u304d\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u793a\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u306eKPI\u306f\u3001\u30c1\u30fc\u30e0\u304c\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3057\u307e\u3059\u3002<\/p>\n<p>\u2013 **\u5f93\u696d\u54e1\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2**: \u5e78\u305b\u306a\u30b5\u30dd\u30fc\u30c8\u30ef\u30fc\u30ab\u30fc\u306f\u3001\u3057\u3070\u3057\u3070\u3088\u308a\u751f\u7523\u7684\u3067\u3059\u3002\u5b9a\u671f\u7684\u306a\u8abf\u67fb\u306f\u3001\u5f7c\u3089\u306e\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3057\u3001\u6539\u5584\u306e\u305f\u3081\u306e\u9818\u57df\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u3089\u306eKPI\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u6e80\u305f\u3059\u3060\u3051\u3067\u306a\u304f\u3001\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u9ad8\u3081\u308b\u3088\u308a\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u74b0\u5883\u3092\u80b2\u6210\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI: \u30ea\u30fc\u30c0\u30fc\u30b7\u30c3\u30d7\u3068\u7ba1\u7406\u306e\u6307\u6a19<\/h3>\n<p>\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306b\u3068\u3063\u3066\u3001\u7279\u5b9a\u306eKPI\u306f\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u904b\u55b6\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u4e3b\u8981\u306a\u6307\u6a19\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<p>\u2013 **\u30c1\u30fc\u30e0\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19**: \u3053\u308c\u306f\u3001\u5e73\u5747\u89e3\u6c7a\u6642\u9593\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3092\u542b\u3080\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u5168\u4f53\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u542b\u307f\u307e\u3059\u3002<\/p>\n<p>\u2013 **\u30b9\u30bf\u30c3\u30d5\u96e2\u8077\u7387**: \u9ad8\u3044\u96e2\u8077\u7387\u306f\u3001\u30c1\u30fc\u30e0\u3084\u7ba1\u7406\u5185\u306e\u554f\u984c\u3092\u793a\u3059\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e\u7387\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306e\u5b9a\u7740\u3068\u6e80\u8db3\u5ea6\u3092\u7406\u89e3\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>\u2013 **\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306e\u52b9\u679c**: \u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30d7\u30ed\u30b0\u30e9\u30e0\u304c\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u4e0e\u3048\u308b\u5f71\u97ff\u3092\u8a55\u4fa1\u3059\u308b\u3053\u3068\u3067\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u6d17\u7df4\u3055\u305b\u3001\u30b9\u30bf\u30c3\u30d5\u304c\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u5099\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u2013 **\u4e88\u7b97\u9075\u5b88**: \u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306b\u5272\u308a\u5f53\u3066\u3089\u308c\u305f\u4e88\u7b97\u306b\u5bfe\u3059\u308b\u652f\u51fa\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u30ea\u30bd\u30fc\u30b9\u304c\u52b9\u679c\u7684\u306b\u5229\u7528\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u3089\u306eKPI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u30c1\u30fc\u30e0\u3092\u3088\u308a\u52b9\u679c\u7684\u306b\u30ea\u30fc\u30c9\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u3068\u696d\u52d9\u306e\u6210\u529f\u306e\u4e21\u65b9\u3092\u78ba\u4fdd\u3067\u304d\u307e\u3059\u3002<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-213346.png\" alt=\"IT\u30b5\u30dd\u30fc\u30c8\u306e\u305f\u3081\u306eKPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>IT\u30bb\u30af\u30bf\u30fc\u306b\u304a\u3051\u308bKPI\u3068\u306f\uff1f<\/h2>\n<p>IT\u30bb\u30af\u30bf\u30fc\u306b\u304a\u3051\u308b\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u7d44\u7e54\u304c\u4e3b\u8981\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u3069\u308c\u3060\u3051\u52b9\u679c\u7684\u306b\u9054\u6210\u3057\u3066\u3044\u308b\u304b\u3092\u793a\u3059\u6e2c\u5b9a\u53ef\u80fd\u306a\u5024\u3067\u3059\u3002KPI\u306f\u3001\u3055\u307e\u3056\u307e\u306aIT\u6a5f\u80fd\u3084\u30a4\u30cb\u30b7\u30a2\u30c1\u30d6\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3042\u308a\u3001\u7d44\u7e54\u304c\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u6d1e\u5bdf\u306b\u57fa\u3065\u3044\u3066\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002IT\u30bb\u30af\u30bf\u30fc\u306b\u304a\u3051\u308bKPI\u306e\u91cd\u8981\u306a\u5074\u9762\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u5b9a\u7fa9\u3068\u91cd\u8981\u6027<\/strong>: KPI\u306f\u3001\u7d44\u7e54\u304c\u76ee\u6a19\u306b\u5230\u9054\u3059\u308b\u6210\u529f\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u7279\u5b9a\u306e\u6307\u6a19\u3067\u3059\u3002\u4e00\u822c\u7684\u306a\u6307\u6a19\u3068\u306f\u7570\u306a\u308a\u3001KPI\u306f\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5408\u308f\u305b\u3066\u6226\u7565\u7684\u306b\u9078\u5b9a\u3055\u308c\u3066\u304a\u308a\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306b\u304a\u3044\u3066\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>IT KPI\u306e\u7a2e\u985e<\/strong>:\n<ul>\n<li><strong>\u904b\u7528KPI<\/strong>: \u30b7\u30b9\u30c6\u30e0\u306e\u7a3c\u50cd\u6642\u9593\u3001\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u5fdc\u7b54\u6642\u9593\u3001\u30b5\u30fc\u30d3\u30b9\u30c7\u30b9\u30af\u306e\u89e3\u6c7a\u7387\u306a\u3069\u3001IT\u904b\u7528\u306e\u52b9\u7387\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30d7\u30ed\u30b8\u30a7\u30af\u30c8KPI<\/strong>: IT\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306e\u6210\u529f\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u306e\u5b8c\u4e86\u7387\u3001\u4e88\u7b97\u9075\u5b88\u3001\u30ea\u30bd\u30fc\u30b9\u306e\u5229\u7528\u72b6\u6cc1\u306a\u3069\u3092\u542b\u307f\u307e\u3059\u3002<\/li>\n<li><strong>\u8ca1\u52d9KPI<\/strong>: \u6295\u8cc7\u53ce\u76ca\u7387\uff08ROI\uff09\u3001\u7dcf\u6240\u6709\u30b3\u30b9\u30c8\uff08TCO\uff09\u3001\u53d6\u5f15\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u306a\u3069\u3001IT\u6295\u8cc7\u306e\u8ca1\u52d9\u72b6\u6cc1\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4e00\u822c\u7684\u306aIT KPI\u306e\u4f8b<\/strong>:\n<ul>\n<li><strong>\u30b7\u30b9\u30c6\u30e0\u306e\u53ef\u7528\u6027<\/strong>: \u30b7\u30b9\u30c6\u30e0\u304c\u7a3c\u50cd\u3057\u3066\u30a2\u30af\u30bb\u30b9\u53ef\u80fd\u306a\u6642\u9593\u306e\u5272\u5408\u3002<\/li>\n<li><strong>\u5e73\u5747\u4fee\u5fa9\u6642\u9593 (MTTR)<\/strong>: \u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3002<\/li>\n<li><strong>\u30e6\u30fc\u30b6\u30fc\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2<\/strong>: IT\u30b5\u30fc\u30d3\u30b9\u306b\u95a2\u3059\u308b\u30e6\u30fc\u30b6\u30fc\u304b\u3089\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306f\u3001\u4e3b\u306b\u8abf\u67fb\u3092\u901a\u3058\u3066\u53ce\u96c6\u3055\u308c\u307e\u3059\u3002<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u52b9\u679c\u7684\u306aKPI\u306e\u8a2d\u5b9a<\/strong>: KPI\u304c\u5f71\u97ff\u529b\u3092\u6301\u3064\u305f\u3081\u306b\u306f\u3001SMART\u3067\u3042\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\uff1a\u5177\u4f53\u7684\u3001\u6e2c\u5b9a\u53ef\u80fd\u3001\u9054\u6210\u53ef\u80fd\u3001\u95a2\u9023\u6027\u304c\u3042\u308a\u3001\u671f\u9650\u304c\u3042\u308b\u3002\u3053\u306e\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306f\u3001\u660e\u78ba\u3067\u5b9f\u884c\u53ef\u80fd\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u3092\u4f5c\u6210\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u7d99\u7d9a\u7684\u6539\u5584\u306e\u305f\u3081\u306eKPI\u306e\u6d3b\u7528<\/strong>: KPI\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u304a\u3088\u3073\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001IT\u90e8\u9580\u306f\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u30d7\u30ed\u30bb\u30b9\u3092\u6700\u9069\u5316\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8\u306eKPI\uff1a\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u5411\u4e0a<\/h3>\n<p>IT\u30b5\u30dd\u30fc\u30c8\u3001\u7279\u306b\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8\u306e\u9818\u57df\u3067\u306f\u3001KPI\u304c\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5411\u4e0a\u3055\u305b\u308b\u4e0a\u3067\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002\u52b9\u679c\u7684\u306a\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8\u306eKPI\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13\u3068\u6e80\u8db3\u5ea6\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u8003\u616e\u3059\u3079\u304d\u91cd\u8981\u306aKPI\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\uff1a<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593<\/strong>: \u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u7b54\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3002\u5fdc\u7b54\u6642\u9593\u304c\u77ed\u3044\u307b\u3069\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u9ad8\u304f\u306a\u308b\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30c1\u30e3\u30c3\u30c8\u89e3\u6c7a\u7387<\/strong>: \u9867\u5ba2\u306e\u554f\u984c\u304c\u6700\u521d\u306e\u63a5\u89e6\u3067\u6210\u529f\u88cf\u306b\u89e3\u6c7a\u3055\u308c\u308b\u30c1\u30e3\u30c3\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u5272\u5408\u3002\u9ad8\u3044\u89e3\u6c7a\u7387\u306f\u52b9\u679c\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSAT\uff09<\/strong>: \u30c1\u30e3\u30c3\u30c8\u5f8c\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u901a\u3058\u3066\u53ce\u96c6\u3055\u308c\u305f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u76f4\u63a5\u7684\u306a\u6307\u6a19\u3067\u3042\u308a\u3001\u63d0\u4f9b\u3055\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u306e\u8cea\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306eKPI\uff1a\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e\u4fe1\u983c\u6027\u3092\u78ba\u4fdd\u3059\u308b<\/h3>\n<p>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306f\u3001\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e\u4fe1\u983c\u6027\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u5f7c\u3089\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306aKPI\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u7a3c\u50cd\u6642\u9593<\/strong>: \u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u304c\u7a3c\u50cd\u3057\u3066\u3044\u3066\u30e6\u30fc\u30b6\u30fc\u304c\u5229\u7528\u53ef\u80fd\u306a\u6642\u9593\u306e\u5272\u5408\u3002\u9ad8\u3044\u7a3c\u50cd\u6642\u9593\u306f\u30e6\u30fc\u30b6\u30fc\u306e\u4fe1\u983c\u3068\u6e80\u8db3\u5ea6\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002<\/li>\n<li><strong>\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u767a\u751f\u6570<\/strong>: \u7279\u5b9a\u306e\u671f\u9593\u306b\u5831\u544a\u3055\u308c\u305f\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u6570\u3002\u3053\u306eKPI\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u50be\u5411\u3084\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593 (TTR)<\/strong>: \u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u95a2\u9023\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3002TTR\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u3067\u3001\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13\u3068\u904b\u7528\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<h2>IT\u5206\u91ce\u306b\u304a\u3051\u308bKPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>IT\u5206\u91ce\u306b\u304a\u3044\u3066\u3001\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001\u7d44\u7e54\u304c\u4e3b\u8981\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u3069\u308c\u3060\u3051\u52b9\u679c\u7684\u306b\u9054\u6210\u3057\u3066\u3044\u308b\u304b\u3092\u793a\u3059\u6e2c\u5b9a\u53ef\u80fd\u306a\u5024\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u306f\u3001IT\u90e8\u9580\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u3001\u3088\u308a\u5e83\u3044\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068\u6574\u5408\u3055\u305b\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u7279\u5b9a\u306e\u6307\u6a19\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306fIT\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u3001\u696d\u52d9\u3092\u52b9\u7387\u5316\u3067\u304d\u307e\u3059\u3002IT\u30b5\u30dd\u30fc\u30c8\u306b\u9069\u5207\u306aKPI\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306f\u3001\u3088\u308a\u826f\u3044\u610f\u601d\u6c7a\u5b9a\u3068\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<h3>\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8\u306eKPI\uff1a\u9867\u5ba2\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u5411\u4e0a<\/h3>\n<p>\u30c1\u30e3\u30c3\u30c8\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3051\u308b\u6700\u3082\u91cd\u8981\u306aKPI\u306e\u4e00\u3064\u306f\u3001 <strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/strong>\u3067\u3059\u3002\u3053\u306e\u6307\u6a19\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30c1\u30e3\u30c3\u30c8\u3092\u901a\u3058\u3066\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u77ed\u3044FRT\u306f\u3001\u3088\u308a\u52b9\u7387\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u3092\u793a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u3055\u3089\u306b\u3001 <strong>\u30c1\u30e3\u30c3\u30c8\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\uff08CSS\uff09<\/strong> \u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u30c1\u30e3\u30c3\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u4e2d\u306b\u9867\u5ba2\u306e\u671f\u5f85\u306b\u3069\u308c\u3060\u3051\u5fdc\u3048\u3066\u3044\u308b\u304b\u3092\u6e2c\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u3001\u5168\u4f53\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u6539\u5584\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306eKPI\uff1a\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e\u4fe1\u983c\u6027\u3092\u78ba\u4fdd\u3059\u308b<\/h3>\n<p>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306b\u3068\u3063\u3066\u3001\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u306f\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u4fe1\u983c\u6027\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u7126\u70b9\u3092\u5f53\u3066\u3066\u3044\u307e\u3059\u3002\u6307\u6a19\u3068\u3057\u3066\u306f\u3001 <strong>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u7a3c\u50cd\u6642\u9593<\/strong> \u3084 <strong>\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u89e3\u6c7a\u6642\u9593<\/strong> \u306f\u91cd\u8981\u3067\u3059\u3002\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u7a3c\u50cd\u6642\u9593\u306f\u3001\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u304c\u904b\u7528\u3055\u308c\u3001\u30e6\u30fc\u30b6\u30fc\u304c\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u6642\u9593\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u4e00\u65b9\u3001\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u89e3\u6c7a\u6642\u9593\u306f\u3001\u554f\u984c\u304c\u3069\u308c\u3060\u3051\u65e9\u304f\u89e3\u6c7a\u3055\u308c\u308b\u304b\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u76e3\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u304c\u30b9\u30e0\u30fc\u30ba\u306b\u52d5\u4f5c\u3059\u308b\u3053\u3068\u3092\u78ba\u4fdd\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13\u3068\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u5b9a\u671f\u7684\u306b\u30ec\u30d3\u30e5\u30fc\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u306f\u6539\u5584\u304c\u5fc5\u8981\u306a\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u30b5\u30dd\u30fc\u30c8\u6226\u7565\u3092\u5f37\u5316\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>IT\u90e8\u9580\u306b\u3068\u3063\u3066\u826f\u3044KPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h2>\n<p>IT\u90e8\u9580\u306e\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff08KPI\uff09\u306f\u3001IT\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306e\u52b9\u679c\u3068\u52b9\u7387\u3092\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u826f\u3044KPI\u306f\u7d44\u7e54\u306e\u76ee\u6a19\u306b\u6cbf\u3063\u3066\u304a\u308a\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u52b9\u679c\u7684\u306aKPI\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593:<\/strong> \u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306b\u5fdc\u7b54\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u3001IT\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u52b9\u7387\u3092\u53cd\u6620\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593:<\/strong> \u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u306e\u52b9\u679c\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2 (CSAT):<\/strong> \u30e6\u30fc\u30b6\u30fc\u304b\u3089\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3057\u3001\u53d7\u3051\u305f\u30b5\u30dd\u30fc\u30c8\u306b\u5bfe\u3059\u308b\u6e80\u8db3\u5ea6\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0:<\/strong> \u7279\u5b9a\u306e\u671f\u9593\u306b\u53d7\u3051\u53d6\u3063\u305f\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u306e\u6570\u3092\u76e3\u8996\u3057\u3001\u30c8\u30ec\u30f3\u30c9\u3084\u4f5c\u696d\u8ca0\u8377\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/li>\n<li><strong>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387:<\/strong> \u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u5fc5\u8981\u306a\u30c1\u30b1\u30c3\u30c8\u306e\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u3001\u76f4\u9762\u3057\u3066\u3044\u308b\u554f\u984c\u306e\u8907\u96d1\u3055\u3092\u793a\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306eKPI\uff1a\u5f79\u5272\u3068\u8cac\u4efb\u306e\u7406\u89e3<\/h3>\n<p>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306f\u3001\u7d44\u7e54\u306eIT\u30a4\u30f3\u30d5\u30e9\u30b9\u30c8\u30e9\u30af\u30c1\u30e3\u306e\u904b\u7528\u52b9\u7387\u3092\u7dad\u6301\u3059\u308b\u4e0a\u3067\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002\u4e3b\u306a\u8cac\u4efb\u306b\u306f\u4ee5\u4e0b\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u6280\u8853\u30b5\u30dd\u30fc\u30c8:<\/strong> \u30cf\u30fc\u30c9\u30a6\u30a7\u30a2\u304a\u3088\u3073\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e\u554f\u984c\u306b\u5bfe\u3059\u308b\u652f\u63f4\u3092\u63d0\u4f9b\u3057\u3001\u30c0\u30a6\u30f3\u30bf\u30a4\u30e0\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u307e\u3059\u3002<\/li>\n<li><strong>\u30b7\u30b9\u30c6\u30e0\u76e3\u8996:<\/strong> \u30b7\u30b9\u30c6\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3092\u5b9a\u671f\u7684\u306b\u30c1\u30a7\u30c3\u30af\u3057\u3001\u6f5c\u5728\u7684\u306a\u554f\u984c\u306b\u4e8b\u524d\u306b\u5bfe\u51e6\u3057\u307e\u3059\u3002<\/li>\n<li><strong>\u30e6\u30fc\u30b6\u30fc\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0:<\/strong> IT\u30c4\u30fc\u30eb\u3068\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u306b\u3064\u3044\u3066\u30b9\u30bf\u30c3\u30d5\u3092\u6559\u80b2\u3057\u3001\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002<\/li>\n<li><strong>\u30c9\u30ad\u30e5\u30e1\u30f3\u30c6\u30fc\u30b7\u30e7\u30f3:<\/strong> \u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u3068\u89e3\u6c7a\u7b56\u306e\u6b63\u78ba\u306a\u8a18\u9332\u3092\u7dad\u6301\u3057\u3001\u5c06\u6765\u306e\u5bfe\u5fdc\u3092\u6539\u5584\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>IT\u30b5\u30dd\u30fc\u30c8\u62c5\u5f53\u8005\u306e\u52b9\u679c\u7684\u306aKPI\u306b\u306f\u3001\u30c1\u30b1\u30c3\u30c8\u89e3\u6c7a\u7387\u3084\u30e6\u30fc\u30b6\u30fc\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u306a\u3069\u306e\u6307\u6a19\u304c\u542b\u307e\u308c\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a55\u4fa1\u3057\u3001\u6539\u5584\u306e\u4f59\u5730\u3092\u7279\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<h3>IT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u4f8b\uff1a\u5b9f\u969b\u306e\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3<\/h3>\n<p>IT\u30b5\u30dd\u30fc\u30c8\u306bKPI\u3092\u5b9f\u88c5\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u5927\u5e45\u306a\u6539\u5584\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u5b9f\u969b\u306e\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u3044\u304f\u3064\u304b\u3067\u3059:<\/p>\n<ul>\n<li><strong>\u30b5\u30dd\u30fc\u30c8\u30c1\u30b1\u30c3\u30c8\u5206\u6790:<\/strong> \u30c1\u30b1\u30c3\u30c8\u306e\u30dc\u30ea\u30e5\u30fc\u30e0\u3068\u89e3\u6c7a\u6642\u9593\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u306f\u30d4\u30fc\u30af\u671f\u9593\u3092\u7279\u5b9a\u3057\u3001\u30ea\u30bd\u30fc\u30b9\u3092\u9069\u5207\u306b\u914d\u5206\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u7d71\u5408:<\/strong> CSAT\u30b9\u30b3\u30a2\u3092\u6d3b\u7528\u3057\u3066\u30b5\u30dd\u30fc\u30c8\u30d7\u30ed\u30bb\u30b9\u3092\u6d17\u7df4\u3057\u3001\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002<\/li>\n<li><strong>\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30d7\u30ed\u30b0\u30e9\u30e0:<\/strong> \u30c1\u30b1\u30c3\u30c8\u5206\u6790\u3092\u901a\u3058\u3066\u7279\u5b9a\u3055\u308c\u305f\u4e00\u822c\u7684\u306a\u554f\u984c\u306b\u57fa\u3065\u3044\u3066\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u958b\u767a\u3057\u3001\u89e3\u6c7a\u6642\u9593\u3092\u77ed\u7e2e\u3057\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306eIT\u30b5\u30dd\u30fc\u30c8\u306eKPI\u306e\u4f8b\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u8ffd\u8de1\u306b\u5f79\u7acb\u3064\u3060\u3051\u3067\u306a\u304f\u3001IT\u90e8\u9580\u5185\u3067\u306e\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306e\u6587\u5316\u3092\u80b2\u3080\u3053\u3068\u306b\u3082\u5bc4\u4e0e\u3057\u307e\u3059\u3002<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/\" data-essbisPostTitle=\"Essential KPIs for IT Support: Measuring Success and Driving Improvement in Technical Support Teams\" data-essbisHoverContainer=\"\"><p>Key Takeaways Understanding essential KPIs for IT support is crucial for enhancing performance and driving improvement. Key metrics like First Call Resolution (FCR) and Customer Satisfaction Score (CSAT) significantly impact user satisfaction. Monitoring Ticket Resolution Time and Network Uptime helps ensure operational efficiency and reliability. Implementing KPI examples for IT support can guide staffing decisions and improve resource allocation. Regular analysis of KPIs fosters a culture of accountability and continuous improvement among IT support teams. In today&#8217;s fast-paced digital landscape, understanding the KPIs for IT support is essential for measuring success and driving continuous improvement within technical support teams. This article will delve into the crucial key performance indicators for [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":257155,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","rank_math_title":"","rank_math_description":"","rank_math_focus_keyword":"","rank_math_canonical_url":"","rank_math_robots":"","rank_math_facebook_title":"","rank_math_facebook_description":"","rank_math_twitter_title":"","rank_math_twitter_description":""},"categories":[31],"tags":[],"class_list":["post-257156","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/257156","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/comments?post=257156"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/257156\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media\/257155"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media?parent=257156"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/categories?post=257156"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/tags?post=257156"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}