{"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-%ec%a7%80%ec%9b%90%ec%9d%84-%ec%9c%84%ed%95%9c-%ed%95%84%ec%88%98-kpi-%ea%b8%b0%ec%88%a0-%ec%a7%80%ec%9b%90-%ed%8c%80%ec%9d%98-%ec%84%b1%ea%b3%b5-%ec%b8%a1%ec%a0%95-%eb%b0%8f-%ea%b0%9c%ec%84%a0","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ko\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/","title":{"rendered":"IT \uc9c0\uc6d0\uc744 \uc704\ud55c \ud544\uc218 KPI: \uc131\uacf5 \uce21\uc815 \ubc0f \uae30\uc220 \uc9c0\uc6d0 \ud300\uc758 \uac1c\uc120 \ucd94\uc9c4"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ko\/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>\uc8fc\uc694 \ub0b4\uc6a9<\/h2>\n<ul>\n<li>\ud544\uc218 \uc774\ud574 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI<\/strong> \ub294 \uc131\uacfc \ud5a5\uc0c1\uacfc \uac1c\uc120\uc744 \ucd94\uc9c4\ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<li>\uc8fc\uc694 \uc9c0\ud45c\ub294 <strong>\uccab \ud1b5\ud654 \ud574\uacb0(FCR)<\/strong> \uadf8\ub9ac\uace0 <strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong> \ub294 \uc0ac\uc6a9\uc790 \ub9cc\uc871\ub3c4\uc5d0 \uc0c1\ub2f9\ud55c \uc601\ud5a5\uc744 \ubbf8\uce69\ub2c8\ub2e4.<\/li>\n<li>\ubaa8\ub2c8\ud130\ub9c1 <strong>\ud2f0\ucf13 \ud574\uacb0 \uc2dc\uac04<\/strong> \uadf8\ub9ac\uace0 <strong>\ub124\ud2b8\uc6cc\ud06c \uac00\ub3d9 \uc2dc\uac04<\/strong> \uc740 \uc6b4\uc601 \ud6a8\uc728\uc131\uacfc \uc2e0\ub8b0\uc131\uc744 \ubcf4\uc7a5\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li>\uad6c\ud604\ud558\uae30 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc<\/strong> \uc778\ub825 \ubc30\uce58 \uacb0\uc815\uc744 \uc548\ub0b4\ud558\uace0 \uc790\uc6d0 \ud560\ub2f9\uc744 \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li>KPI\uc758 \uc815\uae30\uc801\uc778 \ubd84\uc11d\uc740 IT \uc9c0\uc6d0 \ud300 \uac04\uc758 \ucc45\uc784 \ubb38\ud654\uc640 \uc9c0\uc18d\uc801\uc778 \uac1c\uc120\uc744 \ucd09\uc9c4\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/div>\n<p>\uc624\ub298\ub0a0\uc758 \ube60\ub974\uac8c \ubcc0\ud654\ud558\ub294 \ub514\uc9c0\ud138 \ud658\uacbd\uc5d0\uc11c \uc774\ud574\ud558\ub294 \uac83\uc740 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI<\/strong> \uae30\uc220 \uc9c0\uc6d0 \ud300 \ub0b4\uc5d0\uc11c \uc131\uacf5\uc744 \uce21\uc815\ud558\uace0 \uc9c0\uc18d\uc801\uc778 \uac1c\uc120\uc744 \ucd94\uc9c4\ud558\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc774 \uae30\uc0ac\ub294 \uc911\uc694\ud55c <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c<\/strong>, \ud6a8\uacfc\uc801\uc778 \uc9c0\ud45c\uac00 \ubb34\uc5c7\uc778\uc9c0\uc640 \uc774\ub97c \uc2e4\uc81c \uc2dc\ub098\ub9ac\uc624\uc5d0 \uc5b4\ub5bb\uac8c \uc801\uc6a9\ud560 \uc218 \uc788\ub294\uc9c0\uc5d0 \ub300\ud55c \ud1b5\ucc30\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc6b0\ub9ac\ub294 <strong>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790<\/strong>, \uc2e4\uc6a9\uc801\uc778 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc<\/strong>, \ubc0f \ucd94\uc801\uc758 \uc911\uc694\uc131\uc5d0 \ub300\ud574 \ud0d0\uad6c\ud560 \uac83\uc785\ub2c8\ub2e4. <strong>\uc9c0\uc6d0 \ud2f0\ucf13\uc5d0 \ub300\ud55c KPI<\/strong> \uadf8\ub9ac\uace0 <strong>\uc9c0\uc6d0 \ud504\ub85c\uc81d\ud2b8\uc5d0 \ub300\ud55c KPI<\/strong>. \ub610\ud55c, \uae30\uc220 \uc9c0\uc6d0 \uc804\ubb38\uac00\ub85c\uc11c \uc131\uacf5\uc744 \uce21\uc815\ud558\ub294 \ubc29\ubc95\uacfc \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \uc788\uc5b4 KPI\uc758 \uc911\uc694\uc131, \ud2b9\ud788 \ucc44\ud305 \uc9c0\uc6d0 \ubc0f \uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uc9c0\uc6d0 \ud300\uc5d0\uc11c\uc758 \uc911\uc694\uc131\uc744 \ub2e4\ub8f0 \uac83\uc785\ub2c8\ub2e4. \uc774 \uae30\uc0ac\ub97c \ub05d\ub0b4\uba74 <strong>\uc9c0\uc6d0 \uc9c1\uc6d0\uc5d0 \ub300\ud55c KPI<\/strong> \uc774\ub7ec\ud55c \uc9c0\ud45c\ub97c \ud6a8\uacfc\uc801\uc73c\ub85c \uad6c\ud604\ud558\uc5ec IT \uc9c0\uc6d0 \uc6b4\uc601\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ubc29\ubc95\uc5d0 \ub300\ud55c \ud3ec\uad04\uc801\uc778 \uc774\ud574\ub97c \uac16\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<h1>IT \ubd80\uc11c\uc5d0 \uc801\ud569\ud55c KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h1>\n<h2>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uc758 KPI: \uc5ed\ud560 \ubc0f \ucc45\uc784 \uc774\ud574\ud558\uae30<\/h2>\n<p>IT \ubd80\uc11c\uc758 \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uc758 \ud6a8\uacfc\uc131\uacfc \ud6a8\uc728\uc131\uc744 \uce21\uc815\ud558\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub294 IT \ud300\uc774 \uc870\uc9c1 \ubaa9\ud45c\uc640 \uc0ac\uc6a9\uc790 \uc694\uad6c\ub97c \uc5bc\ub9c8\ub098 \uc798 \ucda9\uc871\ud558\ub294\uc9c0\ub97c \uc774\ud574\ud558\ub294 \ub370 \ub3c4\uc6c0\uc744 \uc90d\ub2c8\ub2e4. \ubaa8\ub4e0 IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uac00 \uc9d1\uc911\ud574\uc57c \ud560 \uba87 \uac00\uc9c0 \uc911\uc694\ud55c KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ol>\n<li><strong>\ud2f0\ucf13 \ud574\uacb0 \uc2dc\uac04<\/strong>: IT \uc9c0\uc6d0 \ud2f0\ucf13\uc744 \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub0ae\uc740 \ud574\uacb0 \uc2dc\uac04\uc740 \ud6a8\uc728\uc801\uc778 \ubb38\uc81c \ud574\uacb0 \ubc0f \uc790\uc6d0 \ud560\ub2f9\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4. \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.thinkhdi.com\" target=\"_blank\" rel=\"noopener\">HDI<\/a>, \ud6a8\uacfc\uc801\uc778 \ud2f0\ucf13 \ud574\uacb0 \ud504\ub85c\uc138\uc2a4\ub97c \uac16\ucd98 \uc870\uc9c1\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uccab \ud1b5\ud654 \ud574\uacb0(FCR)<\/strong>: \uc774 KPI\ub294 \uccab \ubc88\uc9f8 \uc5f0\ub77d\uc5d0\uc11c \ud574\uacb0\ub41c \uc9c0\uc6d0 \ubb38\uc81c\uc758 \ube44\uc728\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ub192\uc740 FCR \ube44\uc728\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4 \ud5a5\uc0c1 \ubc0f \uc6b4\uc601 \ube44\uc6a9 \uc808\uac10\uacfc \uad00\ub828\uc774 \uc788\uc2b5\ub2c8\ub2e4. \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.servicedeskinstitute.com\" target=\"_blank\" rel=\"noopener\">\uc11c\ube44\uc2a4 \ub370\uc2a4\ud06c \uc5f0\uad6c\uc18c<\/a> \ub294 FCR \ube44\uc728\uc774 70% \uc774\uc0c1\uc778 \uc870\uc9c1\uc774 \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \uc9c1\uc811\uc801\uc778 \uc0c1\uad00\uad00\uacc4\ub97c \ubcf4\uc778\ub2e4\uace0 \uc81c\uc548\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 (CSAT)<\/strong>: \uc774 \uc9c0\ud45c\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud574 IT \uc11c\ube44\uc2a4\uc5d0 \ub300\ud55c \uc0ac\uc6a9\uc790 \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. CSAT \uc810\uc218\uac00 80% \uc774\uc0c1\uc774\uba74 \uc6b0\uc218\ud55c \uac83\uc73c\ub85c \uac04\uc8fc\ub418\uba70 IT \ubd80\uc11c\uac00 \uc0ac\uc6a9\uc790 \uc694\uad6c\ub97c \ud6a8\uacfc\uc801\uc73c\ub85c \ucda9\uc871\ud560 \uc218 \uc788\ub294 \ub2a5\ub825\uc744 \ubc18\uc601\ud569\ub2c8\ub2e4. \ubbf8\uad6d \uace0\uac1d \ub9cc\uc871\ub3c4 \uc9c0\uc218 (ACSI) <a href=\"https:\/\/www.theacsi.org\" target=\"_blank\" rel=\"noopener\">\ub294<\/a> \ub192\uc740 CSAT \uc810\uc218\uac00 \uc0dd\uc0b0\uc131 \uc99d\uac00\uc640 \uc9c1\uc6d0 \uc0ac\uae30\ub97c \ub192\uc77c \uc218 \uc788\uc74c\uc744 \uac15\uc870\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ub124\ud2b8\uc6cc\ud06c \uac00\ub3d9 \uc2dc\uac04<\/strong>: \uc774 KPI\ub294 \ub124\ud2b8\uc6cc\ud06c\uac00 \uc791\ub3d9\ud558\uace0 \uc0ac\uc6a9\uc790\uc5d0\uac8c \uc81c\uacf5\ub418\ub294 \uc2dc\uac04\uc758 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc5c5\uacc4 \ud45c\uc900\uc740 99.9% \uac00\ub3d9 \uc2dc\uac04\uc744 \ubaa9\ud45c\ub85c \ud558\uba70, \ub2e4\uc6b4\ud0c0\uc784\uc740 \uc0c1\ub2f9\ud55c \uc0dd\uc0b0\uc131 \uc190\uc2e4\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\uac00\ud2b8\ub108<\/a>, \ub2e4\uc6b4\ud0c0\uc784 \ube44\uc6a9\uc740 \ubd84\ub2f9 \uc218\ucc9c \ub2ec\ub7ec\uc5d0 \uc774\ub97c \uc218 \uc788\uc73c\uba70, \uc774 \uc9c0\ud45c\uc758 \uc911\uc694\uc131\uc744 \uac15\uc870\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ub124\ud2b8\uc6cc\ud06c \uc9c0\uc5f0 \uc2dc\uac04<\/strong>: \uc774\ub294 \ub370\uc774\ud130\uac00 \ub124\ud2b8\uc6cc\ud06c\ub97c \ud1b5\ud574 \uc774\ub3d9\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub0ae\uc740 \uc9c0\uc5f0 \uc2dc\uac04\uc740 \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 \uc11c\ube44\uc2a4\uc640 \uac19\uc740 \uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uc131\ub2a5\uc744 \uc720\uc9c0\ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4. \ub2e4\uc74c\uc758 \ubcf4\uace0\uc11c\uc5d0\uc11c <a href=\"https:\/\/www.cisco.com\" target=\"_blank\" rel=\"noopener\">Cisco<\/a> \ub294 \uc9c0\uc5f0 \uc2dc\uac04\uc744 \uc904\uc774\uba74 \uc0ac\uc6a9\uc790 \uacbd\ud5d8\uacfc \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\ub2e4\uace0 \uc5b8\uae09\ud569\ub2c8\ub2e4.<\/li>\n<\/ol>\n<h2>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc: \uc2e4\uc81c \uc801\uc6a9 \uc0ac\ub840<\/h2>\n<p>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI\ub97c \uad6c\ud604\ud558\ub294 \uac83\uc740 \uc131\uacfc \ucd94\uc801\uc5d0 \ub3c4\uc6c0\uc774 \ub420 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uac1c\uc120\uc744 \uc704\ud55c \uc2e4\ud589 \uac00\ub2a5\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \ub2e4\uc74c\uc740 IT \uc9c0\uc6d0\uc5d0\uc11c KPI\uc758 \uc2e4\uc81c \uc801\uc6a9 \uc0ac\ub840\uc785\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc9c0\uc6d0 \ud2f0\ucf13\uc5d0 \ub300\ud55c KPI<\/strong>: \ud2b9\uc815 \uc2dc\uac04 \ub0b4\uc5d0 \ud574\uacb0\ub41c \uc9c0\uc6d0 \ud2f0\ucf13 \uc218\ub97c \ucd94\uc801\ud558\uba74 \uc9c0\uc6d0 \uc694\uccad\uc758 \uacbd\ud5a5\uacfc \ud53c\ud06c \uc2dc\uac04\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \ub370\uc774\ud130\ub294 \uc778\ub825 \uacb0\uc815\uc5d0 \uc815\ubcf4\ub97c \uc81c\uacf5\ud558\uace0 \uc790\uc6d0 \ud560\ub2f9\uc744 \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \ud504\ub85c\uc81d\ud2b8\uc5d0 \ub300\ud55c KPI<\/strong>: \ud504\ub85c\uc81d\ud2b8 \uc644\ub8cc \uc2dc\uac04 \ubc0f \uc0ac\uc6a9\uc790 \ud53c\ub4dc\ubc31\uacfc \uac19\uc740 KPI\ub97c \ud1b5\ud574 IT \uc9c0\uc6d0 \ud504\ub85c\uc81d\ud2b8\uc758 \uc131\uacf5\uc744 \uce21\uc815\ud558\uba74 \ud504\ub85c\uc81d\ud2b8 \uad00\ub9ac \uad00\ud589\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub97c \ubd84\uc11d\ud568\uc73c\ub85c\uc368 IT \ubd80\uc11c\ub294 \ud504\ub85c\uc138\uc2a4\ub97c \uac1c\uc120\ud558\uace0 \ub354 \ub098\uc740 \uacb0\uacfc\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \uc9c1\uc6d0\uc5d0 \ub300\ud55c KPI<\/strong>: \ud2f0\ucf13 \ud574\uacb0\ub960 \ubc0f \uace0\uac1d \ud53c\ub4dc\ubc31\uacfc \uac19\uc740 \uc9c0\ud45c\ub97c \ud1b5\ud574 \uac1c\uc778 \uc131\uacfc\ub97c \ud3c9\uac00\ud558\uba74 \uc9c0\uc6d0 \uc9c1\uc6d0 \uac04\uc758 \ucc45\uc784\uac10\uacfc \uc9c0\uc18d\uc801\uc778 \uac1c\uc120 \ubb38\ud654\ub97c \uc870\uc131\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \uad00\ub9ac\uc790 KPI<\/strong>: \ub9ac\ub354\uc2ed \uc9c0\ud45c\ub294 \ud300 \uc0dd\uc0b0\uc131\uacfc \uc9c1\uc6d0 \ub9cc\uc871\ub3c4\uc640 \uac19\uc740 \uc694\uc18c\ub85c, \uc9c0\uc6d0 \uad00\ub9ac\uc790\ub4e4\uc774 \ud300\uc774 \ub3d9\uae30 \ubd80\uc5ec\ub418\uace0 IT \uc11c\ube44\uc2a4\ub97c \ud6a8\uacfc\uc801\uc73c\ub85c \uc81c\uacf5\ud560 \uc218 \uc788\ub3c4\ub85d \ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc774\ub4e4\uc744 \ud1b5\ud569\ud558\ub294 \uac83 <a href=\"https:\/\/messengerbot.app\/ko\/#features\">IT \uc9c0\uc6d0 KPI\uc758 \ud2b9\uc9d5\uc744<\/a> \uc804\ub7b5\uc5d0 \ud3ec\ud568\uc2dc\ud0a4\uba74 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc774 \ud5a5\uc0c1\ub418\uace0 \uc0ac\uc6a9\uc790 \ub9cc\uc871\ub3c4\uac00 \uac1c\uc120\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub354 \ub9ce\uc740 \ud1b5\ucc30\ub825\uc744 \uc6d0\ud558\uc2e0\ub2e4\uba74 \uc800\ud76c\uc758 <a href=\"https:\/\/messengerbot.app\/ko\/%eb%a9%94%ec%8b%a0%ec%a0%80-%eb%b4%87-%ed%8a%9c%ed%86%a0%eb%a6%ac%ec%96%bc\/\">IT \uc9c0\uc6d0 \ud29c\ud1a0\ub9ac\uc5bc\uc744<\/a> \ud655\uc778\ud558\uc2dc\uac70\ub098 <a href=\"https:\/\/messengerbot.app\/ko\/free-trial-offer\/\">\uc9c0\uc6d0 \ub3c4\uad6c\uc758 \ubb34\ub8cc \uccb4\ud5d8\uc744<\/a> \uace0\ub824\ud574 \ubcf4\uc138\uc694. \uc774 \ub3c4\uad6c\ub4e4\uc774 \uadc0\ud558\uc758 \uc870\uc9c1\uc5d0 \uc5b4\ub5bb\uac8c \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\ub294\uc9c0 \ud655\uc778\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-172092.png\" alt=\"IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>IT \ubd80\uc11c\uc5d0 \uc801\ud569\ud55c KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>\uc62c\ubc14\ub978 KPI\ub97c \uc774\ud574\ud558\ub294 \uac83 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI<\/strong> \ub294 IT \ubd80\uc11c\uc758 \ud6a8\uacfc\uc131\uc744 \uce21\uc815\ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c\ub294 \uc131\uacfc \ucd94\uc801\uc5d0 \ub3c4\uc6c0\uc774 \ub420 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc804\uccb4 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \uc804\ub7b5\uc801 \uacb0\uc815\uc744 \uc548\ub0b4\ud569\ub2c8\ub2e4. \ud2b9\uc815 \uc9c0\ud45c\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 IT \uc9c0\uc6d0 \ud300\uc740 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\uace0 \uc870\uc9c1 \ubaa9\ud45c\ub97c \ucda9\uc871\ud558\ub294\uc9c0 \ud655\uc778\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\ub97c \uc704\ud55c KPI: \uc5ed\ud560 \ubc0f \ucc45\uc784 \uc774\ud574<\/h3>\n<p>\uc758 \uc5ed\ud560\uc740 <strong>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790<\/strong> \ub2e4\uc591\ud55c \ucc45\uc784\uc744 \ud3ec\ud568\ud558\uc5ec IT \uc11c\ube44\uc2a4\uc758 \ud6a8\uc728\uc131\uc5d0 \uc9c1\uc811\uc801\uc778 \uc601\ud5a5\uc744 \ubbf8\uce69\ub2c8\ub2e4. IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\ub97c \uc704\ud55c \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ol>\n<li><strong>\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0 \ube44\uc728 (FCR)<\/strong>: \uc774 KPI\ub294 \uccab \ubc88\uc9f8 \uc0c1\ud638\uc791\uc6a9 \uc911\uc5d0 \ud574\uacb0\ub41c \uace0\uac1d \ubb38\uc758\uc758 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 FCR\uc740 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0\uc744 \ub098\ud0c0\ub0b4\uba70 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \ucda9\uc131\ub3c4\ub97c \ub192\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uc5f0\ub77d \uc704\uc6d0\ud68c\uc758 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74, FCR\uc744 \uac1c\uc120\ud558\uba74 \uace0\uac1d \uc720\uc9c0\uc728\uc744 \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04 (AHT)<\/strong>: AHT\ub294 \uace0\uac1d \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9b0 \ud3c9\uade0 \uc2dc\uac04\uc744 \ucd94\uc801\ud558\uba70, \ud1b5\ud654 \uc2dc\uac04\uacfc \ud6c4\uc18d \uc870\uce58\ub97c \ud3ec\ud568\ud569\ub2c8\ub2e4. AHT \ucd5c\uc801\ud654\ub294 \uc6b4\uc601 \ud6a8\uc728\uc131\uc5d0 \uc911\uc694\ud569\ub2c8\ub2e4. \uad6d\uc81c \uace0\uac1d \uad00\ub9ac \uc5f0\uad6c\uc18c\uc758 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74, \uade0\ud615 \uc7a1\ud78c AHT\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uc0c1\ub2f4\uc6d0 \uc0dd\uc0b0\uc131\uc744 \ubaa8\ub450 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong>: \uc774 \uc9c0\ud45c\ub294 \uc9c0\uc6d0 \uacbd\ud5d8\uc5d0 \ub300\ud55c \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\uba70, \uc77c\ubc18\uc801\uc73c\ub85c \uc0c1\ud638\uc791\uc6a9 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud574 \uce21\uc815\ub429\ub2c8\ub2e4. CSAT \uc810\uc218\uac00 80 \uc774\uc0c1\uc774\uba74 \uc77c\ubc18\uc801\uc73c\ub85c \uc6b0\uc218\ud55c \uac83\uc73c\ub85c \uac04\uc8fc\ub429\ub2c8\ub2e4. \ubbf8\uad6d \uace0\uac1d \ub9cc\uc871 \uc9c0\uc218(ACSI)\uc5d0 \ub530\ub974\uba74, \ub192\uc740 CSAT \uc810\uc218\ub294 \uace0\uac1d \ucda9\uc131\ub3c4 \ubc0f \uc7ac\uad6c\ub9e4\uc640 \uc0c1\uad00\uad00\uacc4\uac00 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ol>\n<p>\uc774 KPI\ub294 IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uc758 \uc131\uacfc\ub97c \ud3c9\uac00\ud558\uace0 \uc870\uc9c1\uacfc \uace0\uac1d\uc758 \uae30\ub300\ub97c \ucda9\uc871\ud558\ub294\uc9c0 \ud655\uc778\ud558\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \ub354 \ub9ce\uc740 \ud1b5\ucc30\ub825\uc744 \uc5bb\uc73c\ub824\uba74 <a href=\"https:\/\/messengerbot.app\/ko\/#features\">IT \uc9c0\uc6d0 KPI\uc758 \ud2b9\uc9d5\uc744<\/a>, \uc6b0\ub9ac\uc758 \uc81c\uacf5 \uc0ac\ud56d\uc744 \ud0d0\uc0c9\ud558\uc2ed\uc2dc\uc624.<\/p>\n<h3>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc: \uc2e4\uc81c \uc801\uc6a9 \uc0ac\ub840<\/h3>\n<p>\uad6c\ud604\ud558\uae30 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc<\/strong> \uc6b4\uc601 \ud6a8\uc728\uc131\uc5d0 \ub300\ud55c \uadc0\uc911\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uba87 \uac00\uc9c0 \uc2e4\uc6a9\uc801\uc778 \uc801\uc6a9 \uc0ac\ub840\uc785\ub2c8\ub2e4:<\/p>\n<ol>\n<li><strong>\uc21c \ucd94\ucc9c \uc9c0\uc218(NPS)<\/strong>: NPS\ub294 \uace0\uac1d\uc774 \uc11c\ube44\uc2a4\ub97c \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc744 \ubb3b\ub294 \uc9c8\ubb38\uc744 \ud1b5\ud574 \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4. \ub192\uc740 NPS\ub294 \uac15\ub825\ud55c \ube0c\ub79c\ub4dc \ud3c9\ud310\uacfc \uace0\uac1d \uc639\ud638\ub97c \ubc18\uc601\ud569\ub2c8\ub2e4. Bain &amp; Company\uc5d0 \ub530\ub974\uba74, NPS \uc810\uc218\uac00 \ub192\uc740 \uae30\uc5c5\uc740 \uacbd\uc7c1\uc5c5\uccb4\ubcf4\ub2e4 \ub354 \ube60\ub974\uac8c \uc131\uc7a5\ud558\ub294 \uacbd\ud5a5\uc774 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud2f0\ucf13 \uc218\ub7c9<\/strong>: \ud2b9\uc815 \uae30\uac04 \ub3d9\uc548 \uc218\uc2e0\ub41c \uc9c0\uc6d0 \ud2f0\ucf13 \uc218\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uba74 \uace0\uac1d \ubb38\uc81c \ubc0f \uc790\uc6d0 \ubc30\ubd84\uc758 \ucd94\uc138\ub97c \ud30c\uc545\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \ud2f0\ucf13 \uc218\ub7c9\uc744 \ubd84\uc11d\ud558\uba74 \uc778\ub825 \uacb0\uc815 \ubc0f \uad50\uc721 \ud544\uc694\uc131\uc744 \uc548\ub0b4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc751\ub2f5 \uc2dc\uac04<\/strong>: \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d \ubb38\uc758\uc5d0 \ub300\ud55c \ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ube60\ub978 \uc751\ub2f5 \uc2dc\uac04\uc740 \uace0\uac1d \ub9cc\uc871\uc5d0 \ud544\uc218\uc801\uc774\uba70, Zendesk\uc758 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 \ub354 \ube60\ub978 \uc751\ub2f5\uc774 \ub354 \ub192\uc740 \uace0\uac1d \uc720\uc9c0\uc728\ub85c \uc774\uc5b4\uc9c4\ub2e4\uace0 \ud569\ub2c8\ub2e4.<\/li>\n<\/ol>\n<p>\uc774\ub7ec\ud55c KPI\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 IT \ubd80\uc11c\ub294 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\uace0 \uc0ac\uc6a9\uc790 \uc694\uad6c\ub97c \ud6a8\uacfc\uc801\uc73c\ub85c \ucda9\uc871\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ucd94\uac00 \uc9c0\uce68\uc740 <a href=\"https:\/\/messengerbot.app\/ko\/%eb%a9%94%ec%8b%a0%ec%a0%80-%eb%b4%87-%ed%8a%9c%ed%86%a0%eb%a6%ac%ec%96%bc\/\">IT \uc9c0\uc6d0 \ud29c\ud1a0\ub9ac\uc5bc\uc744<\/a>, \uc6b0\ub9ac\uc758 \ub9ac\uc18c\uc2a4\ub97c \ud655\uc778\ud558\uc138\uc694.<\/p>\n<h2>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\ub97c \uc704\ud55c KPI: \uc5ed\ud560 \ubc0f \ucc45\uc784 \uc774\ud574<\/h2>\n<p>IT \uc9c0\uc6d0 \ubd84\uc57c\uc5d0\uc11c IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uc758 \uc5ed\ud560\uc740 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \uc774 \uc804\ubb38\uac00\ub4e4\uc740 \uae30\uc220 \ubb38\uc81c\ub97c \ud6a8\uc728\uc801\uc73c\ub85c \ud574\uacb0\ud558\uc5ec \uc6b4\uc601 \uc5f0\uc18d\uc131\uc744 \uc720\uc9c0\ud558\ub294 \ucc45\uc784\uc774 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub4e4\uc758 \uc131\uacfc\ub97c \ud6a8\uacfc\uc801\uc73c\ub85c \uce21\uc815\ud558\uae30 \uc704\ud574 \ud2b9\uc815 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI<\/strong> \uc774 \uc124\uc815\ub418\uc5b4\uc57c \ud569\ub2c8\ub2e4. IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\ub97c \uc704\ud55c \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc751\ub2f5 \uc2dc\uac04:<\/strong> \uc774 KPI\ub294 \uc9c0\uc6d0 \uc694\uccad\uc744 \ucc98\ub9ac\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ube60\ub978 \uc751\ub2f5 \uc2dc\uac04\uc740 \uc0ac\uc6a9\uc790 \ub9cc\uc871\uc744 \uc720\uc9c0\ud558\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4.<\/li>\n<li><strong>\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0\ub960:<\/strong> \uc774\uac83\uc740 \uccab \ubc88\uc9f8 \uc0c1\ud638\uc791\uc6a9 \uc911\uc5d0 \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub354 \ub192\uc740 \ube44\uc728\uc740 \ud6a8\uacfc\uc801\uc778 \ubb38\uc81c \ud574\uacb0 \ub2a5\ub825\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218 (CSAT):<\/strong> \uc0ac\uc6a9\uc790\ub85c\ubd80\ud130\uc758 \uc815\uae30\uc801\uc778 \ud53c\ub4dc\ubc31\uc740 \uc81c\uacf5\ub41c \uc9c0\uc6d0\uc758 \ud488\uc9c8\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\uba70, \uc774\ub294 \uc804\ubc18\uc801\uc778 \ub9cc\uc871\ub3c4\uc5d0 \uc9c1\uc811\uc801\uc778 \uc601\ud5a5\uc744 \ubbf8\uce69\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc774 KPI\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\ub294 \uc870\uc9c1\uc758 \ubaa9\ud45c\uc5d0 \ub9de\ucdb0 \ub178\ub825\uc744 \uc870\uc815\ud560 \uc218 \uc788\uc73c\uba70, \uc804\ubc18\uc801\uc778 \uc0ac\uc6a9\uc790 \uacbd\ud5d8\uc5d0 \uae0d\uc815\uc801\uc73c\ub85c \uae30\uc5ec\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc: \uc2e4\uc81c \uc801\uc6a9 \uc0ac\ub840<\/h3>\n<p>\uad6c\ud604\ud558\uae30 <strong>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc<\/strong> \uc2e4\uc81c \uc2dc\ub098\ub9ac\uc624\uc5d0\uc11c \uc9c0\uc6d0 \ud300\uc758 \ud6a8\uacfc\uc131\uc744 \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uba87 \uac00\uc9c0 \uc2e4\uc6a9\uc801\uc778 \uc751\uc6a9 \ud504\ub85c\uadf8\ub7a8\uc785\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc9c0\uc6d0 \ud2f0\ucf13 KPI:<\/strong> \uc9c0\uc6d0 \ud2f0\ucf13\uc758 \uc591\uacfc \ud574\uacb0 \uc2dc\uac04\uc744 \ucd94\uc801\ud558\uba74 \ucd94\uc138\uc640 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \ud2f0\ucf13 \uc591\uc758 \uae09\uc99d\uc774 \ud2b9\uc815 \uc18c\ud504\ud2b8\uc6e8\uc5b4 \uc5c5\ub370\uc774\ud2b8\uc640 \uc0c1\uad00\uad00\uacc4\uac00 \uc788\ub294 \uacbd\uc6b0, \uc0ac\uc6a9\uc790 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud55c \uc0ac\uc804 \uc870\uce58\ub97c \ucde8\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \ud504\ub85c\uc81d\ud2b8 KPI:<\/strong> \uc644\ub8cc\uc728\uacfc \uc0ac\uc6a9\uc790 \ud53c\ub4dc\ubc31\uc744 \ud1b5\ud574 IT \uc9c0\uc6d0 \ud504\ub85c\uc81d\ud2b8\uc758 \uc131\uacf5\uc744 \uce21\uc815\ud558\uba74 \uc774\ub2c8\uc154\ud2f0\ube0c\uac00 \uc0ac\uc6a9\uc790 \uc694\uad6c\uc640 \uc870\uc9c1 \ubaa9\ud45c\uc5d0 \ubd80\ud569\ud558\ub294\uc9c0 \ud655\uc778\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \uc9c1\uc6d0 KPI:<\/strong> \ud2f0\ucf13 \ud574\uacb0 \uc2dc\uac04 \ubc0f \uc0ac\uc6a9\uc790 \ud53c\ub4dc\ubc31\uacfc \uac19\uc740 \uc9c0\ud45c\ub97c \ud1b5\ud574 \uac1c\uc778 \uc131\uacfc\ub97c \ud3c9\uac00\ud558\uba74 \ucc45\uc784\uac10\uacfc \uc9c0\uc18d\uc801\uc778 \uac1c\uc120\uc758 \ubb38\ud654\ub97c \uc870\uc131\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc774 KPI\ub97c \ud65c\uc6a9\ud568\uc73c\ub85c\uc368 \uc870\uc9c1\uc740 IT \uc9c0\uc6d0 \uc5ed\ub7c9\uc744 \uac15\ud654\ud560 \uc218 \uc788\uc73c\uba70, \uad81\uadf9\uc801\uc73c\ub85c \uc11c\ube44\uc2a4 \uc81c\uacf5 \ubc0f \uc0ac\uc6a9\uc790 \ub9cc\uc871\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0 \uc9c0\ud45c\uc5d0 \ub300\ud55c \ub354 \ub9ce\uc740 \ud1b5\ucc30\ub825\uc744 \uc5bb\uc73c\ub824\uba74 \uc6b0\ub9ac\uc758 <a href=\"https:\/\/messengerbot.app\/ko\/#features\">IT \uc9c0\uc6d0 KPI\uc758 \ud2b9\uc9d5\uc744<\/a> \uadf8\ub9ac\uace0 <a href=\"https:\/\/messengerbot.app\/ko\/%eb%a9%94%ec%8b%a0%ec%a0%80-%eb%b4%87-%ed%8a%9c%ed%86%a0%eb%a6%ac%ec%96%bc\/\">IT \uc9c0\uc6d0 \ud29c\ud1a0\ub9ac\uc5bc\uc744<\/a>.<\/p>\n<h2>\uae30\uc220 \uc9c0\uc6d0 \uc804\ubb38\uac00\ub85c\uc11c \uc131\uacf5\uc744 \uc5b4\ub5bb\uac8c \uce21\uc815\ud569\ub2c8\uae4c?<\/h2>\n<p>\uae30\uc220 \uc9c0\uc6d0 \uc804\ubb38\uac00\ub85c\uc11c\uc758 \uc131\uacf5\uc744 \uce21\uc815\ud558\ub294 \uac83\uc740 \uc9c0\uc6d0 \ud300\uc758 \ud6a8\uc728\uc131\uacfc \uace0\uac1d\uc758 \ub9cc\uc871\ub3c4\ub97c \ubc18\uc601\ud558\ub294 \uc5ec\ub7ec \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\ub97c \ubd84\uc11d\ud558\ub294 \uac83\uc744 \ud3ec\ud568\ud569\ub2c8\ub2e4. \uace0\ub824\ud574\uc57c \ud560 \uac00\uc7a5 \uc911\uc694\ud55c \uc9c0\ud45c\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<p>1. **\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)**: \uc774 \uc9c0\ud45c\ub294 \uc9c0\uc6d0 \uc0c1\ud638\uc791\uc6a9 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud574 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 CSAT \uc810\uc218\ub294 \uace0\uac1d\uc774 \uc790\uc2e0\uc758 \ubb38\uc81c\uac00 \ud6a8\uacfc\uc801\uc774\uace0 \ud6a8\uc728\uc801\uc73c\ub85c \ud574\uacb0\ub418\uc5c8\ub2e4\uace0 \ub290\ub080\ub2e4\ub294 \uac83\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4. Help Desk Institute\uc758 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74, IT \uc9c0\uc6d0 \uc0b0\uc5c5\uc5d0\uc11c CSAT \uc810\uc218\uac00 80% \uc774\uc0c1\uc774\uba74 \uc6b0\uc218\ud55c \uac83\uc73c\ub85c \uac04\uc8fc\ub429\ub2c8\ub2e4.<\/p>\n<p>2. **\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0(FCR) \ube44\uc728**: FCR\uc740 \uace0\uac1d\uacfc\uc758 \uccab \ubc88\uc9f8 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 FCR \ube44\uc728\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc77c \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc6b4\uc601 \ube44\uc6a9\uc744 \uc904\uc774\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4. \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 FCR \ube44\uc728\uc774 70% \uc774\uc0c1\uc778 \uc870\uc9c1\uc740 \uace0\uac1d \ucda9\uc131\ub3c4\uac00 \ud06c\uac8c \ud5a5\uc0c1\ub429\ub2c8\ub2e4.<\/p>\n<p>3. **\ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04 \ubc0f \ud3c9\uade0 \ud574\uacb0 \uc2dc\uac04**: \uc774 \uc9c0\ud45c\ub294 \uc9c0\uc6d0 \uc5d0\uc774\uc804\ud2b8\uac00 \uace0\uac1d \ubb38\uc81c\uc5d0 \uc5bc\ub9c8\ub098 \ube68\ub9ac \uc751\ub2f5\ud558\uace0 \ud574\uacb0\ud558\ub294\uc9c0\ub97c \ucd94\uc801\ud569\ub2c8\ub2e4. \ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04\uc740 \uc774\uc0c1\uc801\uc73c\ub85c 1\uc2dc\uac04 \uc774\ub0b4\uc5ec\uc57c \ud558\uba70, \ud3c9\uade0 \ud574\uacb0 \uc2dc\uac04\uc740 \ud6a8\uc728\uc131\uc744 \ub192\uc774\uae30 \uc704\ud574 \ucd5c\uc18c\ud654\ud574\uc57c \ud569\ub2c8\ub2e4. HDI\uc758 \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74 IT \uc9c0\uc6d0\uc758 \ud3c9\uade0 \ud574\uacb0 \uc2dc\uac04\uc740 \ucd5c\uc801\uc758 \uc131\uacfc\ub97c \uc704\ud574 24\uc2dc\uac04 \uc774\ub0b4\uc5ec\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>4. **\ud2f0\ucf13\ub2f9 \ube44\uc6a9**: \uc774 \uc9c0\ud45c\ub294 \ud2f0\ucf13\uc744 \ud574\uacb0\ud558\ub294 \ub370 \ubc1c\uc0dd\ud55c \ucd1d \ube44\uc6a9\uc744 \uacc4\uc0b0\ud558\uc5ec \uc9c0\uc6d0 \uc6b4\uc601\uc758 \ube44\uc6a9 \ud6a8\uc728\uc131\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4. \uc774 \ube44\uc6a9\uc744 \ub0ae\uac8c \uc720\uc9c0\ud558\uba74\uc11c \ub192\uc740 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \uc720\uc9c0\ud558\ub294 \uac83\uc774 \uc131\uacf5\uc801\uc778 \uc9c0\uc6d0 \ud300\uc5d0 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc5c5\uacc4 \ubca4\uce58\ub9c8\ud06c\uc5d0 \ub530\ub974\uba74, \ub9ce\uc740 \uc870\uc9c1\uc5d0\uc11c \ud2f0\ucf13\ub2f9 \ube44\uc6a9\uc774 $15 \ubbf8\ub9cc\uc778 \uac83\uc774 \uc774\uc0c1\uc801\uc785\ub2c8\ub2e4.<\/p>\n<p>5. **\uc811\uc218\ub41c \uc5f0\ub77d\ucc98**: \uc811\uc218\ub41c \uc9c0\uc6d0 \uc694\uccad \uc218\ub97c \ucd94\uc801\ud558\uba74 \uc9c0\uc6d0 \ud300\uc758 \uc791\uc5c5\ub7c9\uacfc \ud6a8\uc728\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \uc811\uc218\ub41c \uc5f0\ub77d\ucc98\uc758 \ucd94\uc138\ub97c \ubd84\uc11d\ud558\uba74 \uac1c\uc120\ub41c \ubb38\uc11c\ud654\ub098 \uad50\uc721\uc744 \ud1b5\ud574 \ud574\uacb0\ud574\uc57c \ud560 \ubc18\ubcf5\uc801\uc778 \ubb38\uc81c\uc5d0 \ub300\ud55c \ud1b5\ucc30\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>Messenger Bot\uacfc \uac19\uc740 \ub3c4\uad6c\ub97c \ud1b5\ud569\ud558\uba74 \uc77c\ubc18\uc801\uc778 \ubb38\uc758\uc5d0 \uc989\uac01\uc801\uc778 \uc751\ub2f5\uc744 \uc81c\uacf5\ud558\uc5ec \uc774\ub7ec\ud55c \uc9c0\ud45c\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc73c\uba70, \uc774\ub294 CSAT \ubc0f FCR \ube44\uc728\uc744 \uac1c\uc120\ud569\ub2c8\ub2e4. \ucd08\uae30 \uc0c1\ud638\uc791\uc6a9\uc744 \uc790\ub3d9\ud654\ud568\uc73c\ub85c\uc368 \uae30\uc220 \uc9c0\uc6d0 \uc804\ubb38\uac00\ub4e4\uc740 \ub354 \ubcf5\uc7a1\ud55c \ubb38\uc81c\uc5d0 \uc9d1\uc911\ud560 \uc218 \uc788\uc5b4 \uc804\ubc18\uc801\uc778 \uc131\uacfc\uac00 \ud5a5\uc0c1\ub429\ub2c8\ub2e4.<\/p>\n<h3>\uc9c0\uc6d0 \uc9c1\uc6d0 KPI: \uc131\uacfc \ud3c9\uac00<\/h3>\n<p>\uc9c0\uc6d0 \uc9c1\uc6d0\uc758 \uc131\uacfc\ub97c \ud3c9\uac00\ud560 \ub54c \ud300\uc774 \ucd5c\uc801\uc73c\ub85c \uae30\ub2a5\ud558\uace0 \uc788\ub294\uc9c0 \ud655\uc778\ud558\uae30 \uc704\ud574 \uc5ec\ub7ec KPI\uac00 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c KPI\uc5d0\ub294:<\/p>\n<p>\u2013 **\ud2f0\ucf13 \ud574\uacb0\ub960**: \uc774\ub294 \ud2b9\uc815 \uc2dc\uac04 \ub0b4\uc5d0 \uac01 \uc9c0\uc6d0 \uc9c1\uc6d0\uc774 \ud574\uacb0\ud55c \ud2f0\ucf13\uc758 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 \ud574\uacb0\ub960\uc740 \ud6a8\uacfc\uc801\uc778 \ubb38\uc81c \ud574\uacb0 \ub2a5\ub825\uacfc \ud6a8\uc728\uc131\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/p>\n<p>\u2013 **\uc11c\ube44\uc2a4 \ud488\uc9c8**: \uc774\ub294 \uace0\uac1d \ud53c\ub4dc\ubc31\uacfc \uc9c0\uc6d0 \uc0c1\ud638\uc791\uc6a9\uc5d0 \ub300\ud55c \ub0b4\ubd80 \ub9ac\ubdf0\ub97c \ud1b5\ud574 \ud3c9\uac00\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc815\uae30\uc801\uc778 \ud3c9\uac00\ub97c \ud1b5\ud574 \ub192\uc740 \uc11c\ube44\uc2a4 \uae30\uc900\uc744 \uc720\uc9c0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\u2013 **\uad50\uc721 \ubc0f \uac1c\ubc1c \uc9c0\ud45c**: \uad50\uc721 \ud504\ub85c\uadf8\ub7a8\uc744 \ud1b5\ud55c \uc9c0\uc6d0 \uc9c1\uc6d0\uc758 \uc9c4\ud589 \uc0c1\ud669\uc744 \ucd94\uc801\ud558\uba74 \ub354 \ubcf5\uc7a1\ud55c \ubb38\uc81c\ub97c \ucc98\ub9ac\ud560 \uc900\ube44\uac00 \ub418\uc5c8\ub294\uc9c0 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774 KPI\ub294 \ud300\uc774 \uc9c0\uc18d\uc801\uc73c\ub85c \uac1c\uc120\ub418\uace0 \uc788\uc74c\uc744 \ubcf4\uc7a5\ud569\ub2c8\ub2e4.<\/p>\n<p>\u2013 **\uc9c1\uc6d0 \ub9cc\uc871\ub3c4 \uc810\uc218**: \ud589\ubcf5\ud55c \uc9c0\uc6d0 \uc9c1\uc6d0\uc740 \uc885\uc885 \ub354 \uc0dd\uc0b0\uc801\uc785\ub2c8\ub2e4. \uc815\uae30\uc801\uc778 \uc124\ubb38\uc870\uc0ac\ub294 \uadf8\ub4e4\uc758 \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\uace0 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c KPI\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 \uc870\uc9c1\uc740 \uace0\uac1d\uc758 \uc694\uad6c\ub97c \ucda9\uc871\ud560 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc9c1\uc6d0 \ucc38\uc5ec\ub97c \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ubcf4\ub2e4 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0 \ud658\uacbd\uc744 \uc870\uc131\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\uc9c0\uc6d0 \uad00\ub9ac\uc790 KPI: \ub9ac\ub354\uc2ed \ubc0f \uad00\ub9ac \uc9c0\ud45c<\/h3>\n<p>\uc9c0\uc6d0 \uad00\ub9ac\uc790\uc5d0\uac8c \ud2b9\uc815 KPI\ub294 \ud300 \uc131\uacfc \ubc0f \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4. \uc8fc\uc694 \uc9c0\ud45c\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<p>\u2013 **\ud300 \uc131\uacfc \uc9c0\ud45c**: \uc774\ub294 \ud3c9\uade0 \ud574\uacb0 \uc2dc\uac04 \ubc0f \uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218\ub97c \ud3ec\ud568\ud558\uc5ec \uc9c0\uc6d0 \ud300\uc758 \uc804\ubc18\uc801\uc778 \uc131\uacfc\ub97c \ud3ec\ud568\ud569\ub2c8\ub2e4.<\/p>\n<p>\u2013 **\uc9c1\uc6d0 \uc774\uc9c1\ub960**: \ub192\uc740 \uc774\uc9c1\ub960\uc740 \ud300\uc774\ub098 \uad00\ub9ac \ub0b4\uc758 \ubb38\uc81c\ub97c \ub098\ud0c0\ub0bc \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \ube44\uc728\uc744 \ubaa8\ub2c8\ud130\ub9c1\ud558\uba74 \uc9c1\uc6d0 \uc720\uc9c0 \ubc0f \ub9cc\uc871\ub3c4\ub97c \uc774\ud574\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p>\u2013 **\uad50\uc721 \ud6a8\uacfc\uc131**: \uad50\uc721 \ud504\ub85c\uadf8\ub7a8\uc774 \ud300 \uc131\uacfc\uc5d0 \ubbf8\uce58\ub294 \uc601\ud5a5\uc744 \ud3c9\uac00\ud558\uba74 \uad00\ub9ac\uc790\uac00 \uc811\uadfc \ubc29\uc2dd\uc744 \uac1c\uc120\ud558\uace0 \uc9c1\uc6d0\uc774 \uace0\uac1d \ubb38\uc758\ub97c \ucc98\ub9ac\ud560 \uc218 \uc788\ub3c4\ub85d \uc798 \uc900\ube44\ub418\uc5c8\ub294\uc9c0 \ud655\uc778\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p>\u2013 **\uc608\uc0b0 \uc900\uc218**: \uc9c0\uc6d0 \ud300\uc744 \uc704\ud574 \ud560\ub2f9\ub41c \uc608\uc0b0\uc5d0 \ub300\ud55c \uc9c0\ucd9c\uc744 \ucd94\uc801\ud558\uba74 \uc790\uc6d0\uc774 \ud6a8\uacfc\uc801\uc73c\ub85c \ud65c\uc6a9\ub418\uace0 \uc788\ub294\uc9c0 \ud655\uc778\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774 KPI\ub97c \ud65c\uc6a9\ud568\uc73c\ub85c\uc368 \uc9c0\uc6d0 \uad00\ub9ac\uc790\ub4e4\uc740 \ud300\uc744 \ubcf4\ub2e4 \ud6a8\uacfc\uc801\uc73c\ub85c \uc774\ub04c \uc218 \uc788\uc73c\uba70, \uace0\uac1d \ub9cc\uc871\uacfc \uc6b4\uc601 \uc131\uacf5\uc744 \ubaa8\ub450 \ubcf4\uc7a5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-213346.png\" alt=\"IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>IT \ubd84\uc57c\uc5d0\uc11c KPI\ub780 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>IT \ubd84\uc57c\uc758 \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 \uc870\uc9c1\uc774 \uc8fc\uc694 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\ub97c \uc5bc\ub9c8\ub098 \ud6a8\uacfc\uc801\uc73c\ub85c \ub2ec\uc131\ud558\uace0 \uc788\ub294\uc9c0\ub97c \ubcf4\uc5ec\uc8fc\ub294 \uce21\uc815 \uac00\ub2a5\ud55c \uac12\uc785\ub2c8\ub2e4. KPI\ub294 \ub2e4\uc591\ud55c IT \uae30\ub2a5\uacfc \uc774\ub2c8\uc154\ud2f0\ube0c\uc758 \uc131\uacfc\ub97c \ud3c9\uac00\ud558\ub294 \ub370 \ud544\uc218\uc801\uc774\uba70, \uc870\uc9c1\uc774 \ub370\uc774\ud130 \uae30\ubc18 \ud1b5\ucc30\ub825\uc744 \ubc14\ud0d5\uc73c\ub85c \uc815\ubcf4\uc5d0 \uc785\uac01\ud55c \uacb0\uc815\uc744 \ub0b4\ub9b4 \uc218 \uc788\ub3c4\ub85d \ud569\ub2c8\ub2e4. IT \ubd84\uc57c\uc758 KPI\uc5d0 \ub300\ud55c \uba87 \uac00\uc9c0 \uc911\uc694\ud55c \uce21\uba74\uc740 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc815\uc758 \ubc0f \uc911\uc694\uc131<\/strong>: KPI\ub294 \uc870\uc9c1\uc774 \ubaa9\ud45c \ub2ec\uc131\uc758 \uc131\uacf5\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc744 \uc8fc\ub294 \ud2b9\uc815 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc77c\ubc18\uc801\uc778 \uc9c0\ud45c\uc640 \ub2ec\ub9ac KPI\ub294 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc640 \uc77c\uce58\ud558\ub3c4\ub85d \uc804\ub7b5\uc801\uc73c\ub85c \uc120\ud0dd\ub418\ubbc0\ub85c \uc131\uacfc \uad00\ub9ac\uc5d0 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>IT KPI\uc758 \uc720\ud615<\/strong>:\n<ul>\n<li><strong>\uc6b4\uc601 KPI<\/strong>: \uc2dc\uc2a4\ud15c \uac00\ub3d9 \uc2dc\uac04, \uc0ac\uac74 \uc751\ub2f5 \uc2dc\uac04, \uc11c\ube44\uc2a4 \ub370\uc2a4\ud06c \ud574\uacb0\ub960\uacfc \uac19\uc740 IT \uc6b4\uc601\uc758 \ud6a8\uc728\uc131\uc744 \uce21\uc815\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ud504\ub85c\uc81d\ud2b8 KPI<\/strong>: IT \ud504\ub85c\uc81d\ud2b8\uc758 \uc131\uacf5\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\ub294 \ud504\ub85c\uc81d\ud2b8 \uc644\ub8cc\uc728, \uc608\uc0b0 \uc900\uc218 \ubc0f \uc790\uc6d0 \ud65c\uc6a9\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc7ac\ubb34 KPI<\/strong>: \ud22c\uc790 \uc218\uc775\ub960(ROI), \ucd1d \uc18c\uc720 \ube44\uc6a9(TCO) \ubc0f \uac70\ub798\ub2f9 \ube44\uc6a9\uacfc \uac19\uc740 IT \ud22c\uc790 \uc7ac\ubb34 \uac74\uc804\uc131\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\uc77c\ubc18\uc801\uc778 IT KPI\uc758 \uc608<\/strong>:\n<ul>\n<li><strong>\uc2dc\uc2a4\ud15c \uac00\uc6a9\uc131<\/strong>: \uc2dc\uc2a4\ud15c\uc774 \uc6b4\uc601\ub418\uace0 \uc811\uadfc \uac00\ub2a5\ud55c \uc2dc\uac04\uc758 \ube44\uc728\uc785\ub2c8\ub2e4.<\/li>\n<li><strong>\ud3c9\uade0 \uc218\ub9ac \uc2dc\uac04(MTTR)<\/strong>: \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4.<\/li>\n<li><strong>\uc0ac\uc6a9\uc790 \ub9cc\uc871\ub3c4 \uc810\uc218<\/strong>: IT \uc11c\ube44\uc2a4\uc5d0 \ub300\ud55c \uc0ac\uc6a9\uc790 \ud53c\ub4dc\ubc31\uc73c\ub85c, \uc885\uc885 \uc124\ubb38 \uc870\uc0ac\ub97c \ud1b5\ud574 \uc218\uc9d1\ub429\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\ud6a8\uacfc\uc801\uc778 KPI \uc124\uc815<\/strong>: KPI\uac00 \uc601\ud5a5\ub825\uc744 \ubbf8\uce58\ub3c4\ub85d \ud558\ub824\uba74 SMART\ud574\uc57c \ud569\ub2c8\ub2e4: \uad6c\uccb4\uc801, \uce21\uc815 \uac00\ub2a5, \ub2ec\uc131 \uac00\ub2a5, \uad00\ub828\uc131, \uc2dc\uac04 \uc81c\ud55c. \uc774 \ud504\ub808\uc784\uc6cc\ud06c\ub294 \uba85\ud655\ud558\uace0 \uc2e4\ud589 \uac00\ub2a5\ud55c \uc131\uacfc \uc9c0\ud45c\ub97c \ub9cc\ub4dc\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc18d\uc801\uc778 \uac1c\uc120\uc744 \uc704\ud55c KPI \ud65c\uc6a9<\/strong>: KPI\ub97c \uc815\uae30\uc801\uc73c\ub85c \uac80\ud1a0\ud558\uace0 \ubd84\uc11d\ud558\uba74 IT \ubd80\uc11c\uac00 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\uace0, \ud504\ub85c\uc138\uc2a4\ub97c \ucd5c\uc801\ud654\ud558\uba70, \uc11c\ube44\uc2a4 \uc81c\uacf5\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h3>\ucc44\ud305 \uc9c0\uc6d0\uc744 \uc704\ud55c KPI: \uace0\uac1d \uc0c1\ud638\uc791\uc6a9 \ud5a5\uc0c1<\/h3>\n<p>IT \uc9c0\uc6d0, \ud2b9\ud788 \ucc44\ud305 \uc9c0\uc6d0 \ubd84\uc57c\uc5d0\uc11c KPI\ub294 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud569\ub2c8\ub2e4. \ud6a8\uacfc\uc801\uc778 \ucc44\ud305 \uc9c0\uc6d0 KPI\ub294 \uc0ac\uc6a9\uc790 \uacbd\ud5d8\uacfc \ub9cc\uc871\ub3c4\ub97c \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\ub824\ud574\uc57c \ud560 \uba87 \uac00\uc9c0 \ud544\uc218 KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \uc751\ub2f5 \uc2dc\uac04<\/strong>: \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uac00 \uace0\uac1d \ubb38\uc758\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04. \uc9e7\uc740 \uc751\ub2f5 \uc2dc\uac04\uc740 \uc885\uc885 \ub354 \ub192\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uad00\ub828\uc774 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ucc44\ud305 \ud574\uacb0\ub960<\/strong>: \uccab \ubc88\uc9f8 \uc5f0\ub77d \uc2dc \uace0\uac1d\uc758 \ubb38\uc81c\ub97c \uc131\uacf5\uc801\uc73c\ub85c \ud574\uacb0\ud55c \ucc44\ud305 \uc0c1\ud638\uc791\uc6a9\uc758 \ube44\uc728. \ub192\uc740 \ud574\uacb0\ub960\uc740 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong>: \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc9c1\uc811 \uce21\uc815\ud558\ub294 \ubc29\ubc95\uc73c\ub85c, \ucc44\ud305 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud574 \uc81c\uacf5\ub418\ub294 \uc9c0\uc6d0 \ud488\uc9c8\uc5d0 \ub300\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h3>\uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uc9c0\uc6d0 \ud300\uc758 KPI: \uc18c\ud504\ud2b8\uc6e8\uc5b4 \uc2e0\ub8b0\uc131 \ubcf4\uc7a5<\/h3>\n<p>\uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uc9c0\uc6d0 \ud300\uc740 \uc18c\ud504\ud2b8\uc6e8\uc5b4 \uc2e0\ub8b0\uc131\uacfc \uc131\ub2a5\uc744 \uc720\uc9c0\ud558\ub294 \ub370 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud569\ub2c8\ub2e4. \uadf8\ub4e4\uc758 \ud6a8\uacfc\uc131\uc744 \uce21\uc815\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\ub294 \uc8fc\uc694 KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uac00\ub3d9 \uc2dc\uac04<\/strong>: \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uc774 \uc6b4\uc601 \uc911\uc774\uace0 \uc0ac\uc6a9\uc790\uc5d0\uac8c \uc81c\uacf5\ub418\ub294 \uc2dc\uac04\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \ub192\uc740 \uac00\ub3d9 \uc2dc\uac04\uc740 \uc0ac\uc6a9\uc790 \uc2e0\ub8b0\uc640 \ub9cc\uc871\uc5d0 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc0ac\uace0 \ubc1c\uc0dd\ub7c9<\/strong>: \ud2b9\uc815 \uae30\uac04 \ub3d9\uc548 \ubcf4\uace0\ub41c \uc0ac\uace0\uc758 \uc218\uc785\ub2c8\ub2e4. \uc774 KPI\ub97c \ucd94\uc801\ud558\uba74 \ucd94\uc138\uc640 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\ud574\uacb0 \uc2dc\uac04(TTR)<\/strong>: \uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uad00\ub828 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4. TTR\uc744 \uc904\uc774\uba74 \uc0ac\uc6a9\uc790 \uacbd\ud5d8\uacfc \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h2>IT \ubd84\uc57c\uc5d0\uc11c KPI\ub780 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>IT \ubd84\uc57c\uc5d0\uc11c \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 \uc870\uc9c1\uc774 \uc8fc\uc694 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\ub97c \uc5bc\ub9c8\ub098 \ud6a8\uacfc\uc801\uc73c\ub85c \ub2ec\uc131\ud558\uace0 \uc788\ub294\uc9c0\ub97c \ubcf4\uc5ec\uc8fc\ub294 \uce21\uc815 \uac00\ub2a5\ud55c \uac12\uc73c\ub85c \uc791\uc6a9\ud569\ub2c8\ub2e4. IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI\ub294 IT \ubd80\uc11c\uc758 \uc131\uacfc\ub97c \ud3c9\uac00\ud558\uace0 \ub354 \ub113\uc740 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc640 \uc77c\uce58\ud558\ub294\uc9c0 \ud655\uc778\ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4. \ud2b9\uc815 \uc9c0\ud45c\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 \uc870\uc9c1\uc740 IT \uc9c0\uc6d0 \uc11c\ube44\uc2a4\ub97c \ud5a5\uc0c1\uc2dc\ud0a4\uace0, \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uba70, \uc6b4\uc601\uc744 \uac04\uc18c\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. IT \uc9c0\uc6d0\uc5d0 \uc801\ud569\ud55c KPI\ub97c \uc774\ud574\ud558\uba74 \ub354 \ub098\uc740 \uc758\uc0ac \uacb0\uc815\uacfc \uc790\uc6d0 \ubc30\ubd84\uc73c\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\ucc44\ud305 \uc9c0\uc6d0 KPI: \uace0\uac1d \uc0c1\ud638\uc791\uc6a9 \ud5a5\uc0c1<\/h3>\n<p>\ucc44\ud305 \uc9c0\uc6d0\uc744 \uc704\ud55c \uac00\uc7a5 \uc911\uc694\ud55c KPI \uc911 \ud558\ub098\ub294 <strong>\uccab \ubc88\uc9f8 \uc751\ub2f5 \uc2dc\uac04 (FRT)<\/strong>\uc785\ub2c8\ub2e4. \uc774 \uc9c0\ud45c\ub294 \uc9c0\uc6d0 \uc0c1\ub2f4\uc6d0\uc774 \ucc44\ud305\uc744 \ud1b5\ud574 \uace0\uac1d \ubb38\uc758\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc9e7\uc740 FRT\ub294 \ub354 \ud6a8\uc728\uc801\uc778 \uc9c0\uc6d0 \ud300\uc744 \ub098\ud0c0\ub0b4\uba70, \uc774\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\ub294 \ub370 \uae30\uc5ec\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c, <strong>\ucc44\ud305 \ub9cc\uc871\ub3c4 \uc810\uc218(CSS)<\/strong> \ub294 \uc9c0\uc6d0 \ud300\uc774 \ucc44\ud305 \uc0c1\ud638\uc791\uc6a9 \uc911 \uace0\uac1d\uc758 \uae30\ub300\ub97c \uc5bc\ub9c8\ub098 \uc798 \ucda9\uc871\ud558\ub294\uc9c0\ub97c \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \uc774\ub7ec\ud55c KPI\ub97c \uad6c\ud604\ud558\uba74 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc744 \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0a4\uace0 \uc804\ubc18\uc801\uc778 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uc9c0\uc6d0 \ud300 KPI: \uc18c\ud504\ud2b8\uc6e8\uc5b4 \uc2e0\ub8b0\uc131 \ubcf4\uc7a5<\/h3>\n<p>\uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uc9c0\uc6d0 \ud300\uc758 \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c\ub294 \uc18c\ud504\ud2b8\uc6e8\uc5b4 \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uc758 \uc2e0\ub8b0\uc131\uacfc \uc131\ub2a5\uc5d0 \uc911\uc810\uc744 \ub461\ub2c8\ub2e4. \ub2e4\uc74c\uacfc \uac19\uc740 \uc9c0\ud45c\uac00 \uc788\uc2b5\ub2c8\ub2e4. <strong>\uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uac00\ub3d9 \uc2dc\uac04<\/strong> \uadf8\ub9ac\uace0 <strong>\uc0ac\uace0 \ud574\uacb0 \uc2dc\uac04<\/strong> \uc911\uc694\ud569\ub2c8\ub2e4. \uc560\ud50c\ub9ac\ucf00\uc774\uc158 \uac00\ub3d9 \uc2dc\uac04\uc740 \uc18c\ud504\ud2b8\uc6e8\uc5b4\uac00 \uc6b4\uc601\ub418\uace0 \uc0ac\uc6a9\uc790\uc5d0\uac8c \uc811\uadfc \uac00\ub2a5\ud55c \uc2dc\uac04\uc758 \ube44\uc728\uc744 \uce21\uc815\ud558\uba70, \uc0ac\uac74 \ud574\uacb0 \uc2dc\uac04\uc740 \ubb38\uc81c\uac00 \ud574\uacb0\ub418\ub294 \uc18d\ub3c4\ub97c \ucd94\uc801\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c KPI\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud568\uc73c\ub85c\uc368 \uc870\uc9c1\uc740 \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uc774 \uc6d0\ud65c\ud558\uac8c \uc6b4\uc601\ub418\ub3c4\ub85d \ubcf4\uc7a5\ud560 \uc218 \uc788\uc73c\uba70, \uad81\uadf9\uc801\uc73c\ub85c \uc0ac\uc6a9\uc790 \uacbd\ud5d8\uacfc \ub9cc\uc871\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub97c \uc815\uae30\uc801\uc73c\ub85c \uac80\ud1a0\ud558\uba74 \ud300\uc774 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\uace0 \uc9c0\uc6d0 \uc804\ub7b5\uc744 \uac15\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>IT \ubd80\uc11c\uc5d0 \uc801\ud569\ud55c KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>IT \ubd80\uc11c\uc758 \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 IT \uc9c0\uc6d0 \uc6b4\uc601\uc758 \ud6a8\uacfc\uc131\uacfc \ud6a8\uc728\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\ub294 \ud544\uc218 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc88b\uc740 KPI\ub294 \uc870\uc9c1\uc758 \ubaa9\ud45c\uc640 \uc77c\uce58\ud574\uc57c \ud558\uba70 \uc131\uacfc\uc5d0 \ub300\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud574\uc57c \ud569\ub2c8\ub2e4. \uba87 \uac00\uc9c0 \ud6a8\uacfc\uc801\uc778 KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \ubc88\uc9f8 \uc751\ub2f5 \uc2dc\uac04:<\/strong> \uc9c0\uc6d0 \ud2f0\ucf13\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \uce21\uc815\ud558\uc5ec IT \uc9c0\uc6d0 \ud300\uc758 \ud6a8\uc728\uc131\uc744 \ubc18\uc601\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ud574\uacb0 \uc2dc\uac04:<\/strong> \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \ucd94\uc801\ud558\uc5ec \uc9c0\uc6d0 \ud504\ub85c\uc138\uc2a4\uc758 \ud6a8\uacfc\uc131\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218 (CSAT):<\/strong> \uc0c1\ud638\uc791\uc6a9 \ud6c4 \uc0ac\uc6a9\uc790\ub85c\ubd80\ud130 \ud53c\ub4dc\ubc31\uc744 \uc218\uc9d1\ud558\uc5ec \ubc1b\uc740 \uc9c0\uc6d0\uc5d0 \ub300\ud55c \ub9cc\uc871\ub3c4\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ud2f0\ucf13 \uc218:<\/strong> \ud2b9\uc815 \uae30\uac04 \ub3d9\uc548 \uc218\uc2e0\ub41c \uc9c0\uc6d0 \ud2f0\ucf13\uc758 \uc218\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uc5ec \ucd94\uc138\uc640 \uc791\uc5c5\ub7c9\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5d0\uc2a4\uceec\ub808\uc774\uc158 \ube44\uc728:<\/strong> \uc0c1\uc704 \uc9c0\uc6d0 \uc218\uc900\uc73c\ub85c \uc5d0\uc2a4\uceec\ub808\uc774\uc158\uc774 \ud544\uc694\ud55c \ud2f0\ucf13\uc758 \ube44\uc728\uc744 \uce21\uc815\ud558\uc5ec \uc9c1\uba74\ud55c \ubb38\uc81c\uc758 \ubcf5\uc7a1\uc131\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h3>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uc758 KPI: \uc5ed\ud560 \ubc0f \ucc45\uc784 \uc774\ud574\ud558\uae30<\/h3>\n<p>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\ub294 \uc870\uc9c1\uc758 IT \uc778\ud504\ub77c\uc758 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \uc720\uc9c0\ud558\ub294 \ub370 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud569\ub2c8\ub2e4. \uc8fc\uc694 \ucc45\uc784\uc740 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uae30\uc220 \uc9c0\uc6d0:<\/strong> \ud558\ub4dc\uc6e8\uc5b4 \ubc0f \uc18c\ud504\ud2b8\uc6e8\uc5b4 \ubb38\uc81c\uc5d0 \ub300\ud55c \uc9c0\uc6d0\uc744 \uc81c\uacf5\ud558\uc5ec \ucd5c\uc18c\ud55c\uc758 \ub2e4\uc6b4\ud0c0\uc784\uc744 \ubcf4\uc7a5\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc2dc\uc2a4\ud15c \ubaa8\ub2c8\ud130\ub9c1:<\/strong> \uc7a0\uc7ac\uc801\uc778 \ubb38\uc81c\ub97c \uc0ac\uc804\uc5d0 \ud574\uacb0\ud558\uae30 \uc704\ud574 \uc2dc\uc2a4\ud15c \uc131\ub2a5 \ubc0f \ubcf4\uc548\uc744 \uc815\uae30\uc801\uc73c\ub85c \uc810\uac80\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc0ac\uc6a9\uc790 \uad50\uc721:<\/strong> \uc0dd\uc0b0\uc131\uc744 \ub192\uc774\uae30 \uc704\ud574 IT \ub3c4\uad6c \ubc0f \ubaa8\ubc94 \uc0ac\ub840\uc5d0 \ub300\ud574 \uc9c1\uc6d0 \uad50\uc721\uc744 \uc2e4\uc2dc\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ubb38\uc11c\ud654:<\/strong> \ud5a5\ud6c4 \uc751\ub2f5\uc744 \uac1c\uc120\ud558\uae30 \uc704\ud574 \uc9c0\uc6d0 \ud2f0\ucf13 \ubc0f \ud574\uacb0\ucc45\uc5d0 \ub300\ud55c \uc815\ud655\ud55c \uae30\ub85d\uc744 \uc720\uc9c0\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>IT \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\ub97c \uc704\ud55c \ud6a8\uacfc\uc801\uc778 KPI\uc5d0\ub294 \ud2f0\ucf13 \ud574\uacb0\ub960 \ubc0f \uc0ac\uc6a9\uc790 \ub9cc\uc871\ub3c4 \uc810\uc218\uc640 \uac19\uc740 \uc9c0\ud45c\uac00 \ud3ec\ud568\ub418\uc5b4 \uc788\uc73c\uba70, \uc774\ub294 \uadf8\ub4e4\uc758 \uc131\uacfc\ub97c \ud3c9\uac00\ud558\uace0 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<h3>IT \uc9c0\uc6d0\uc744 \uc704\ud55c KPI \uc608\uc2dc: \uc2e4\uc81c \uc801\uc6a9 \uc0ac\ub840<\/h3>\n<p>IT \uc9c0\uc6d0\uc5d0\uc11c KPI\ub97c \uad6c\ud604\ud558\uba74 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc5d0 \uc0c1\ub2f9\ud55c \uac1c\uc120\uc744 \uac00\uc838\uc62c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uc2e4\uc81c \uc801\uc6a9 \uc0ac\ub840\uc785\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc9c0\uc6d0 \ud2f0\ucf13 \ubd84\uc11d:<\/strong> \ud2f0\ucf13 \uc591\uacfc \ud574\uacb0 \uc2dc\uac04\uc744 \ubd84\uc11d\ud568\uc73c\ub85c\uc368 \uc870\uc9c1\uc740 \ud53c\ud06c \uae30\uac04\uc744 \uc2dd\ubcc4\ud558\uace0 \uc790\uc6d0\uc744 \uc801\uc808\ud788 \ubc30\ubd84\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ud53c\ub4dc\ubc31 \ud1b5\ud569:<\/strong> CSAT \uc810\uc218\ub97c \ud65c\uc6a9\ud558\uc5ec \uc9c0\uc6d0 \ud504\ub85c\uc138\uc2a4\ub97c \uac1c\uc120\ud558\uace0 \uc0ac\uc6a9\uc790 \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uad50\uc721 \ud504\ub85c\uadf8\ub7a8:<\/strong> \ud2f0\ucf13 \ubd84\uc11d\uc744 \ud1b5\ud574 \uc2dd\ubcc4\ub41c \uc77c\ubc18\uc801\uc778 \ubb38\uc81c\ub97c \uae30\ubc18\uc73c\ub85c \uad50\uc721\uc744 \uac1c\ubc1c\ud558\uc5ec \ud574\uacb0 \uc2dc\uac04\uc744 \ub2e8\ucd95\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>IT \uc9c0\uc6d0\uc744 \uc704\ud55c \uc774\ub7ec\ud55c KPI \uc608\uc2dc\ub294 \uc131\uacfc \ucd94\uc801\uc5d0 \ub3c4\uc6c0\uc774 \ub420 \ubfd0\ub9cc \uc544\ub2c8\ub77c IT \ubd80\uc11c \ub0b4\uc5d0\uc11c \uc9c0\uc18d\uc801\uc778 \uac1c\uc120 \ubb38\ud654\ub97c \uc870\uc131\ud558\ub294 \ub370 \uae30\uc5ec\ud569\ub2c8\ub2e4.<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ko\/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 [&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\/ko\/wp-json\/wp\/v2\/posts\/257156","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/comments?post=257156"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/posts\/257156\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/media\/257155"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/media?parent=257156"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/categories?post=257156"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/tags?post=257156"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}