{"id":25178,"date":"2024-11-05T17:00:00","date_gmt":"2024-11-05T20:00:00","guid":{"rendered":"https:\/\/maturitylab.com\/msm%ef%bc%9a%e4%bd%bf%e7%94%a8%e5%85%b3%e9%94%ae%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8a%a1%e7%9b%91%e6%8e%a7\/"},"modified":"2024-11-05T17:00:00","modified_gmt":"2024-11-05T20:00:00","slug":"msm%ef%bc%9a%e4%bd%bf%e7%94%a8%e5%85%b3%e9%94%ae%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8a%a1%e7%9b%91%e6%8e%a7","status":"publish","type":"post","link":"https:\/\/maturitylab.com\/zh-hans\/msm%ef%bc%9a%e4%bd%bf%e7%94%a8%e5%85%b3%e9%94%ae%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8a%a1%e7%9b%91%e6%8e%a7\/","title":{"rendered":"MSM\uff1a\u4f7f\u7528\u5173\u952e\u6027\u80fd\u6307\u6807\u638c\u63e1\u670d\u52a1\u76d1\u63a7"},"content":{"rendered":"<h3>\u638c\u63e1\u670d\u52a1\u76d1\u63a7 \uff08MSM\uff09 \u5bf9\u4e8e\u6539\u5584\u670d\u52a1\u4ea4\u4ed8\u548c\u5353\u8d8a\u8fd0\u8425\u81f3\u5173\u91cd\u8981\u3002\u5b83\u4fa7\u91cd\u4e8e\u901a\u8fc7\u5173\u952e\u7ee9\u6548\u6307\u6807 \uff08KPI\uff09 \u8bc4\u4f30\u548c\u589e\u5f3a\u76d1\u63a7\u6d41\u7a0b\uff0c\u4f8b\u5982 SLA \u5408\u89c4\u6027\u3001MTTR\u3001CSAT \u5206\u6570\u3001FCR \u7387\u3001\u4e8b\u4ef6\u91cf\u548c\u6bcf\u5f20\u5de5\u5355\u7684\u6210\u672c\u3002\u6210\u529f\u7684 MSM \u5b9e\u65bd\u5305\u62ec\u8fdb\u884c\u6210\u719f\u5ea6\u8bc4\u4f30\u3001\u5efa\u7acb\u660e\u786e\u7684\u76ee\u6807\u3001\u5236\u5b9a\u5168\u9762\u7684\u8ba1\u5212\u3001\u5229\u7528\u9ad8\u7ea7\u5de5\u5177\u548c\u57f9\u8bad\u4eba\u5458\u3002\u6301\u7eed\u76d1\u63a7\u548c\u5b9a\u671f\u8bc4\u4f30\u4fc3\u8fdb\u4e86\u6301\u7eed\u6539\u8fdb\u548c\u9002\u5e94\u6027\uff0c\u4ece\u800c\u63d0\u9ad8\u4e86\u670d\u52a1\u8d28\u91cf\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u8fd0\u8425\u6548\u7387\u3002   <\/h3>\n<p>\u5728\u5f53\u4eca\u7ade\u4e89\u6fc0\u70c8\u7684\u5546\u4e1a\u73af\u5883\u4e2d\uff0c\u638c\u63e1\u670d\u52a1\u76d1\u63a7 \uff08MSM\uff09 \u5bf9\u4e8e\u4fdd\u6301\u9ad8\u6807\u51c6\u548c\u5b9e\u73b0\u5353\u8d8a\u8fd0\u8425\u81f3\u5173\u91cd\u8981\u3002\u901a\u8fc7\u5229\u7528\u5173\u952e\u7ee9\u6548\u6307\u6807 \uff08KPI\uff09\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u83b7\u5f97\u5bf9\u5176\u670d\u52a1\u4ea4\u4ed8\u6d41\u7a0b\u7684\u5b9d\u8d35\u89c1\u89e3\uff0c\u786e\u5b9a\u9700\u8981\u6539\u8fdb\u7684\u9886\u57df\uff0c\u5e76\u786e\u4fdd\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002\u672c\u6587\u6df1\u5165\u63a2\u8ba8\u4e86 MSM \u7684\u91cd\u8981\u6027\uff0c\u63a2\u8ba8\u4e86\u57fa\u672c\u7684 KPI\uff0c\u5e76\u63d0\u4f9b\u4e86\u5b9e\u65bd MSM \u4ee5\u63d0\u9ad8\u670d\u52a1\u7ee9\u6548\u7684\u5b9e\u7528\u6307\u5357\u3002  <\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_84 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #f2721d;color:#f2721d\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #f2721d;color:#f2721d\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/maturitylab.com\/zh-hans\/msm%ef%bc%9a%e4%bd%bf%e7%94%a8%e5%85%b3%e9%94%ae%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8a%a1%e7%9b%91%e6%8e%a7\/#%E4%BA%86%E8%A7%A3_MSM_%E5%8F%8A%E5%85%B6%E5%9C%A8%E6%9C%8D%E5%8A%A1%E7%9B%91%E6%8E%A7%E4%B8%AD%E7%9A%84%E9%87%8D%E8%A6%81%E6%80%A7\" >\u4e86\u89e3 MSM \u53ca\u5176\u5728\u670d\u52a1\u76d1\u63a7\u4e2d\u7684\u91cd\u8981\u6027<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/maturitylab.com\/zh-hans\/msm%ef%bc%9a%e4%bd%bf%e7%94%a8%e5%85%b3%e9%94%ae%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8a%a1%e7%9b%91%e6%8e%a7\/#%E6%9C%89%E6%95%88%E6%9C%8D%E5%8A%A1%E7%9B%91%E6%8E%A7%E7%9A%84%E5%85%B3%E9%94%AE%E6%80%A7%E8%83%BD%E6%8C%87%E6%A0%87\" >\u6709\u6548\u670d\u52a1\u76d1\u63a7\u7684\u5173\u952e\u6027\u80fd\u6307\u6807<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/maturitylab.com\/zh-hans\/msm%ef%bc%9a%e4%bd%bf%e7%94%a8%e5%85%b3%e9%94%ae%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8a%a1%e7%9b%91%e6%8e%a7\/#%E5%AE%9E%E6%96%BD_MSM_%E4%BB%A5%E6%8F%90%E9%AB%98%E6%9C%8D%E5%8A%A1%E6%80%A7%E8%83%BD\" >\u5b9e\u65bd MSM \u4ee5\u63d0\u9ad8\u670d\u52a1\u6027\u80fd<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/maturitylab.com\/zh-hans\/msm%ef%bc%9a%e4%bd%bf%e7%94%a8%e5%85%b3%e9%94%ae%e6%80%a7%e8%83%bd%e6%8c%87%e6%a0%87%e6%8e%8c%e6%8f%a1%e6%9c%8d%e5%8a%a1%e7%9b%91%e6%8e%a7\/#%E6%9C%89%E5%85%B3_MSM%E3%80%81%E6%9C%8D%E5%8A%A1%E7%9B%91%E6%8E%A7%E5%92%8C%E6%80%A7%E8%83%BD%E6%8C%87%E6%A0%87%E7%9A%84%E5%B8%B8%E8%A7%81%E9%97%AE%E9%A2%98%E8%A7%A3%E7%AD%94\" >\u6709\u5173 MSM\u3001\u670d\u52a1\u76d1\u63a7\u548c\u6027\u80fd\u6307\u6807\u7684\u5e38\u89c1\u95ee\u9898\u89e3\u7b54<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"%E4%BA%86%E8%A7%A3_MSM_%E5%8F%8A%E5%85%B6%E5%9C%A8%E6%9C%8D%E5%8A%A1%E7%9B%91%E6%8E%A7%E4%B8%AD%E7%9A%84%E9%87%8D%E8%A6%81%E6%80%A7\"><\/span>\u4e86\u89e3 MSM \u53ca\u5176\u5728\u670d\u52a1\u76d1\u63a7\u4e2d\u7684\u91cd\u8981\u6027<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/maturitylab.com\/wp-content\/uploads\/2024\/10\/understanding-msm-and-its-importance-in-service-monitoring.jpg\" alt=\"\u4e86\u89e3 MSM \u53ca\u5176\u5728\u670d\u52a1\u76d1\u63a7\u4e2d\u7684\u91cd\u8981\u6027\" title=\"\u4e86\u89e3 MSM \u53ca\u5176\u5728\u670d\u52a1\u76d1\u63a7\u4e2d\u7684\u91cd\u8981\u6027\"><\/p>\n<p>\u4e86\u89e3 MSM\uff08\u6210\u719f\u5ea6\u670d\u52a1\u76d1\u63a7\uff09\u53ca\u5176\u5728\u670d\u52a1\u76d1\u63a7\u4e2d\u7684\u91cd\u8981\u6027\uff0c\u9700\u8981\u5168\u9762\u638c\u63e1\u670d\u52a1\u7ba1\u7406\u7684\u7406\u8bba\u548c\u5b9e\u8df5\u65b9\u9762\u3002<\/p>\n<p>MSM \u662f\u4e00\u79cd\u7ed3\u6784\u5316\u65b9\u6cd5\uff0c\u4f7f\u7ec4\u7ec7\u80fd\u591f\u7cfb\u7edf\u5730\u8bc4\u4f30\u548c\u589e\u5f3a\u5176\u670d\u52a1\u4ea4\u4ed8\u80fd\u529b\u3002\u901a\u8fc7\u91c7\u7528 MSM\uff0c\u4f01\u4e1a\u53ef\u4ee5\u786e\u4fdd\u5176\u670d\u52a1\u76d1\u63a7\u6d41\u7a0b\u4e0e\u884c\u4e1a\u6700\u4f73\u5b9e\u8df5\u548c\u6210\u719f\u5ea6\u6a21\u578b\uff08\u5982 ITIL\u3001COBIT \u548c ISO\/IEC 20000\uff09\u4fdd\u6301\u4e00\u81f4\u3002 <\/p>\n<p>MSM \u5728\u670d\u52a1\u76d1\u63a7\u4e2d\u7684\u91cd\u8981\u6027\u600e\u4e48\u5f3a\u8c03\u90fd\u4e0d\u4e3a\u8fc7\u3002\u9996\u5148\uff0c\u5b83\u63d0\u4f9b\u4e86\u4e00\u4e2a <strong>\u6301\u7eed\u6539\u8fdb<\/strong>\u7684\u6846\u67b6\u3002\u901a\u8fc7\u5b9a\u671f\u8bc4\u4f30\u670d\u52a1\u76d1\u63a7\u6d41\u7a0b\u7684\u6210\u719f\u5ea6\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u8bc6\u522b\u5dee\u8ddd\u5e76\u5b9e\u65bd\u6709\u9488\u5bf9\u6027\u7684\u6539\u8fdb\u3002\u8fd9\u5bfc\u81f4\u4e86\u66f4\u9ad8\u6548\u548c\u6709\u6548\u7684\u670d\u52a1\u4ea4\u4ed8\uff0c\u6700\u7ec8\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u3002   <\/p>\n<p>\u5176\u6b21\uff0cMSM \u6709\u52a9\u4e8e\u6807\u51c6\u5316\u6574\u4e2a\u7ec4\u7ec7\u7684 <strong>\u670d\u52a1\u76d1\u63a7\u5b9e\u8df5<\/strong> \u3002\u8fd9\u79cd\u6807\u51c6\u5316\u786e\u4fdd\u4e86\u670d\u52a1\u76d1\u63a7\u3001\u62a5\u544a\u548c\u7ba1\u7406\u65b9\u5f0f\u7684\u4e00\u81f4\u6027\uff0c\u4ece\u800c\u51cf\u5c11\u4e86\u53ef\u53d8\u6027\u5e76\u63d0\u9ad8\u4e86\u53ef\u9760\u6027\u3002\u4f8b\u5982\uff0c\u4f7f\u7528 MSM\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u5efa\u7acb\u4e00\u7ec4\u901a\u7528\u7684\u7ee9\u6548\u6307\u6807\uff0c\u7528\u4e8e\u4e0d\u540c\u7684\u90e8\u95e8\u548c\u670d\u52a1\u7ebf\u3002\u8fd9\u79cd\u4e00\u81f4\u6027\u6709\u52a9\u4e8e\u66f4\u597d\u5730\u8fdb\u884c\u6bd4\u8f83\u548c\u57fa\u51c6\u6d4b\u8bd5\uff0c\u4f7f\u7ec4\u7ec7\u80fd\u591f\u786e\u5b9a\u6700\u4f73\u5b9e\u8df5\u548c\u9700\u8981\u6ce8\u610f\u7684\u9886\u57df\u3002   <\/p>\n<h3>\u98ce\u9669\u7ba1\u7406\u548c\u95ee\u8d23\u5236<\/h3>\n<p>\u6b64\u5916\uff0cMSM \u5728 <strong>\u98ce\u9669\u7ba1\u7406<\/strong>\u4e2d\u8d77\u7740\u5173\u952e\u4f5c\u7528\u3002\u901a\u8fc7\u7cfb\u7edf\u5730\u76d1\u63a7\u670d\u52a1\u5e76\u6839\u636e\u9884\u5b9a\u4e49\u7684\u6307\u6807\u8bc4\u4f30\u5176\u6027\u80fd\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u5728\u6f5c\u5728\u95ee\u9898\u5347\u7ea7\u4e3a\u91cd\u5927\u95ee\u9898\u4e4b\u524d\u4e3b\u52a8\u8bc6\u522b\u6f5c\u5728\u95ee\u9898\u3002\u8fd9\u79cd\u4e3b\u52a8\u7684\u98ce\u9669\u7ba1\u7406\u65b9\u6cd5\u4e0d\u4ec5\u53ef\u4ee5\u6700\u5927\u9650\u5ea6\u5730\u51cf\u5c11\u4e2d\u65ad\uff0c\u8fd8\u53ef\u4ee5\u589e\u5f3a\u7ec4\u7ec7\u5feb\u901f\u6709\u6548\u5730\u54cd\u5e94\u4efb\u4f55\u4e0e\u670d\u52a1\u76f8\u5173\u7684\u4e8b\u4ef6\u7684\u80fd\u529b\u3002  <\/p>\n<p>\u6700\u540e\uff0cMSM \u57f9\u517b\u4e86\u4e00\u79cd <strong>\u95ee\u8d23\u5236\u548c\u900f\u660e\u5ea6<\/strong>\u7684\u6587\u5316\u3002\u901a\u8fc7\u660e\u786e\u5b9a\u4e49\u89d2\u8272\u3001\u804c\u8d23\u548c\u7ee9\u6548\u671f\u671b\uff0cMSM \u786e\u4fdd\u6240\u6709\u5229\u76ca\u76f8\u5173\u8005\u90fd\u4e86\u89e3\u4ed6\u4eec\u5bf9\u670d\u52a1\u76d1\u63a7\u7684\u8d21\u732e\uff0c\u5e76\u5bf9\u5176\u7ee9\u6548\u8d1f\u8d23\u3002\u8fd9\u79cd\u660e\u786e\u6027\u53ef\u4ee5\u63a8\u52a8\u66f4\u597d\u7684\u6027\u80fd\uff0c\u5e76\u9f13\u52b1\u91c7\u7528\u534f\u4f5c\u65b9\u6cd5\u5b9e\u73b0\u5353\u8d8a\u670d\u52a1\u3002  <\/p>\n<p>\u603b\u4e4b\uff0c\u5728\u670d\u52a1\u76d1\u63a7\u4e2d\u4e86\u89e3\u548c\u5b9e\u65bd MSM \u5bf9\u4e8e\u65e8\u5728\u5b9e\u73b0\u9ad8\u6c34\u5e73\u670d\u52a1\u6210\u719f\u5ea6\u7684\u7ec4\u7ec7\u81f3\u5173\u91cd\u8981\u3002\u5b83\u4e3a\u6301\u7eed\u6539\u8fdb\u3001\u6807\u51c6\u5316\u3001\u98ce\u9669\u7ba1\u7406\u548c\u95ee\u8d23\u5236\u63d0\u4f9b\u4e86\u4e00\u4e2a\u7ed3\u6784\u5316\u6846\u67b6\uff0c\u6240\u6709\u8fd9\u4e9b\u90fd\u5bf9\u4e8e\u63d0\u4f9b\u5353\u8d8a\u7684\u670d\u52a1\u6027\u80fd\u81f3\u5173\u91cd\u8981\u3002 <\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E6%9C%89%E6%95%88%E6%9C%8D%E5%8A%A1%E7%9B%91%E6%8E%A7%E7%9A%84%E5%85%B3%E9%94%AE%E6%80%A7%E8%83%BD%E6%8C%87%E6%A0%87\"><\/span>\u6709\u6548\u670d\u52a1\u76d1\u63a7\u7684\u5173\u952e\u6027\u80fd\u6307\u6807<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/maturitylab.com\/wp-content\/uploads\/2024\/10\/key-performance-indicators-for-effective-service-monitoring.jpg\" alt=\"\u6709\u6548\u670d\u52a1\u76d1\u63a7\u7684\u5173\u952e\u6027\u80fd\u6307\u6807\" title=\"\u6709\u6548\u670d\u52a1\u76d1\u63a7\u7684\u5173\u952e\u6027\u80fd\u6307\u6807\"><\/p>\n<p><strong>\u5173\u952e\u7ee9\u6548\u6307\u6807 \uff08KPI\uff09<\/strong> \u662f\u6709\u6548\u670d\u52a1\u76d1\u63a7\u7684\u91cd\u8981\u5de5\u5177\uff0c\u53ef\u63d0\u4f9b\u53ef\u8861\u91cf\u7684\u4ef7\u503c\uff0c\u5e2e\u52a9\u7ec4\u7ec7\u8bc4\u4f30\u5176\u670d\u52a1\u7ee9\u6548\u5e76\u505a\u51fa\u660e\u667a\u7684\u51b3\u7b56\u3002\u5728 <strong>MSM\uff08\u6210\u719f\u5ea6\u670d\u52a1\u76d1\u63a7\uff09<\/strong>\u7684\u80cc\u666f\u4e0b\uff0c\u9009\u62e9\u6b63\u786e\u7684 KPI \u5bf9\u4e8e\u6df1\u5165\u4e86\u89e3\u670d\u52a1\u6548\u7387\u3001\u6709\u6548\u6027\u548c\u5ba2\u6237\u6ee1\u610f\u5ea6\u81f3\u5173\u91cd\u8981\u3002 <\/p>\n<p>\u670d\u52a1\u76d1\u63a7\u7684\u4e3b\u8981 KPI \u4e4b\u4e00\u662f <strong>\u670d\u52a1\u7b49\u7ea7\u534f\u8bae \uff08SLA\uff09 \u5408\u89c4\u7387<\/strong>\u3002\u8be5\u6307\u6807\u8861\u91cf\u5728\u5546\u5b9a\u7684\u65f6\u95f4\u6846\u67b6\u548c\u8d28\u91cf\u6807\u51c6\u5185\u63d0\u4f9b\u7684\u670d\u52a1\u7684\u767e\u5206\u6bd4\u3002\u9ad8 SLA \u5408\u89c4\u7387\u8868\u660e\u7ec4\u7ec7\u59cb\u7ec8\u5982\u4e00\u5730\u5c65\u884c\u5176\u670d\u52a1\u627f\u8bfa\uff0c\u8fd9\u662f\u53ef\u9760\u6027\u548c\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u6709\u529b\u6307\u6807\u3002  <\/p>\n<p>\u53e6\u4e00\u4e2a\u5173\u952e\u7684 KPI \u662f <strong>\u5e73\u5747\u89e3\u51b3\u65f6\u95f4 \uff08MTTR\uff09\u3002<\/strong>MTTR \u8ddf\u8e2a\u89e3\u51b3\u670d\u52a1\u4e8b\u4ef6\u6216\u95ee\u9898\u6240\u82b1\u8d39\u7684\u5e73\u5747\u65f6\u95f4\u3002\u8f83\u4f4e\u7684 MTTR \u610f\u5473\u7740\u7ec4\u7ec7\u53ef\u4ee5\u5feb\u901f\u5904\u7406\u548c\u89e3\u51b3\u95ee\u9898\uff0c\u4ece\u800c\u6700\u5927\u9650\u5ea6\u5730\u51cf\u5c11\u5ba2\u6237\u7684\u505c\u673a\u65f6\u95f4\u548c\u4e2d\u65ad\u3002\u6b64 KPI \u5bf9\u4e8e\u8bc6\u522b\u670d\u52a1\u4ea4\u4ed8\u6d41\u7a0b\u4e2d\u7684\u74f6\u9888\u548c\u5b9e\u65bd\u6539\u8fdb\u4ee5\u63d0\u9ad8\u54cd\u5e94\u80fd\u529b\u5c24\u4e3a\u91cd\u8981\u3002   <\/p>\n<p><strong>\u5ba2\u6237\u6ee1\u610f\u5ea6 \uff08CSAT\uff09<\/strong> \u5206\u6570\u4e5f\u662f\u670d\u52a1\u76d1\u63a7\u7684\u91cd\u8981 KPI\u3002\u8fd9\u4e9b\u5206\u6570\u901a\u5e38\u662f\u901a\u8fc7\u8c03\u67e5\u548c\u53cd\u9988\u8868\u6536\u96c6\u7684\uff0c\u53ef\u4ee5\u76f4\u63a5\u4e86\u89e3\u5ba2\u6237\u5bf9\u670d\u52a1\u8d28\u91cf\u7684\u770b\u6cd5\u3002\u9ad8 CSAT \u5206\u6570\u53cd\u6620\u4e86\u79ef\u6781\u7684\u5ba2\u6237\u4f53\u9a8c\uff0c\u53ef\u7528\u4e8e\u786e\u5b9a\u670d\u52a1\u8d85\u51fa\u9884\u671f\u7684\u9886\u57df\u4ee5\u53ca\u9700\u8981\u6539\u8fdb\u7684\u9886\u57df\u3002  <\/p>\n<h3>\u9996\u6b21\u8c03\u7528\u89e3\u51b3<\/h3>\n<p><strong>\uff08FCR\uff09<\/strong> \u7387\u662f\u53e6\u4e00\u4e2a\u91cd\u8981\u7684 KPI\u3002FCR \u8861\u91cf\u7684\u662f\u4e0e\u5ba2\u6237\u9996\u6b21\u8054\u7cfb\u671f\u95f4\u89e3\u51b3\u7684\u670d\u52a1\u95ee\u9898\u7684\u767e\u5206\u6bd4\u3002\u9ad8 FCR \u7387\u8868\u660e\u7ec4\u7ec7\u53ef\u4ee5\u6709\u6548\u5730\u89e3\u51b3\u5ba2\u6237\u95ee\u9898\uff0c\u800c\u65e0\u9700\u591a\u6b21\u4ea4\u4e92\uff0c\u4ece\u800c\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u5e76\u964d\u4f4e\u8fd0\u8425\u6210\u672c\u3002  <\/p>\n<p>\u6b64\u5916\uff0c <strong>\u4e8b\u4ef6\u91cf\u548c\u8d8b\u52bf\u5206\u6790<\/strong> KPI \u53ef\u5e2e\u52a9\u7ec4\u7ec7\u8ddf\u8e2a\u4e00\u6bb5\u65f6\u95f4\u5185\u670d\u52a1\u4e8b\u4ef6\u7684\u6570\u91cf\u548c\u7c7b\u578b\u3002\u901a\u8fc7\u5206\u6790\u4e8b\u4ef6\u8d8b\u52bf\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u8bc6\u522b\u53cd\u590d\u51fa\u73b0\u7684\u95ee\u9898\uff0c\u4e86\u89e3\u5176\u6839\u672c\u539f\u56e0\uff0c\u5e76\u5b9e\u65bd\u9884\u9632\u63aa\u65bd\u4ee5\u51cf\u5c11\u6b64\u7c7b\u4e8b\u4ef6\u7684\u9891\u7387\u3002\u8fd9\u79cd\u4e3b\u52a8\u7684\u4e8b\u4ef6\u7ba1\u7406\u65b9\u6cd5\u5bf9\u4e8e\u4fdd\u6301\u9ad8\u670d\u52a1\u8d28\u91cf\u548c\u6700\u5927\u9650\u5ea6\u5730\u51cf\u5c11\u4e2d\u65ad\u81f3\u5173\u91cd\u8981\u3002  <\/p>\n<p>\u6700\u540e\uff0c <strong>\u6bcf\u5f20\u5de5\u5355\u6210\u672c<\/strong> KPI \u8861\u91cf\u89e3\u51b3\u670d\u52a1\u5de5\u5355\u6216\u4e8b\u4ef6\u6240\u53d1\u751f\u7684\u5e73\u5747\u6210\u672c\u3002\u6b64 KPI \u5bf9\u4e8e\u8bc4\u4f30\u670d\u52a1\u4ea4\u4ed8\u6d41\u7a0b\u7684\u8d22\u52a1\u6548\u7387\u81f3\u5173\u91cd\u8981\u3002\u901a\u8fc7\u76d1\u63a7\u548c\u4f18\u5316\u6bcf\u5f20\u5de5\u5355\u7684\u6210\u672c\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u786e\u4fdd\u4ed6\u4eec\u5728\u4fdd\u6301\u6210\u672c\u6548\u76ca\u7684\u540c\u65f6\u63d0\u4f9b\u9ad8\u8d28\u91cf\u7684\u670d\u52a1\u3002  <\/p>\n<p>\u603b\u4e4b\uff0c\u9009\u62e9\u548c\u76d1\u63a7\u6b63\u786e\u7684 KPI \u662f\u5728 MSM \u4e0b\u8fdb\u884c\u6709\u6548\u670d\u52a1\u76d1\u63a7\u7684\u57fa\u7840\u3002\u8fd9\u4e9b\u6307\u6807\u63d0\u4f9b\u4e86\u6709\u5173\u670d\u52a1\u6027\u80fd\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u8fd0\u8425\u6548\u7387\u7684\u5b9d\u8d35\u89c1\u89e3\uff0c\u4f7f\u7ec4\u7ec7\u80fd\u591f\u505a\u51fa\u6570\u636e\u9a71\u52a8\u7684\u51b3\u7b56\u5e76\u4e0d\u65ad\u6539\u8fdb\u5176\u670d\u52a1\u4ea4\u4ed8\u6d41\u7a0b\u3002 <\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E5%AE%9E%E6%96%BD_MSM_%E4%BB%A5%E6%8F%90%E9%AB%98%E6%9C%8D%E5%8A%A1%E6%80%A7%E8%83%BD\"><\/span>\u5b9e\u65bd MSM \u4ee5\u63d0\u9ad8\u670d\u52a1\u6027\u80fd<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/maturitylab.com\/wp-content\/uploads\/2024\/10\/implementing-msm-for-improved-service-performance.jpg\" alt=\"\u5b9e\u65bd MSM \u4ee5\u63d0\u9ad8\u670d\u52a1\u6027\u80fd\" title=\"\u5b9e\u65bd MSM \u4ee5\u63d0\u9ad8\u670d\u52a1\u6027\u80fd\"><\/p>\n<p>\u5b9e\u65bd MSM\uff08\u6210\u719f\u5ea6\u670d\u52a1\u76d1\u63a7\uff09\u4ee5\u63d0\u9ad8\u670d\u52a1\u6027\u80fd\u6d89\u53ca\u4e00\u79cd\u6218\u7565\u65b9\u6cd5\uff0c\u8be5\u65b9\u6cd5\u96c6\u6210\u4e86\u6700\u4f73\u5b9e\u8df5\u3001\u5de5\u5177\u548c\u65b9\u6cd5\uff0c\u4ee5\u63d0\u9ad8\u670d\u52a1\u4ea4\u4ed8\u7684\u6574\u4f53\u6548\u7387\u3002<\/p>\n<p>\u8be5\u6d41\u7a0b\u4ece\u5bf9\u5f53\u524d\u670d\u52a1\u76d1\u63a7\u6210\u719f\u5ea6\u6c34\u5e73\u7684\u5168\u9762\u8bc4\u4f30\u5f00\u59cb\uff0c\u7136\u540e\u5236\u5b9a\u548c\u6267\u884c\u5168\u9762\u7684\u6539\u8fdb\u8ba1\u5212\u3002<\/p>\n<p>\u5b9e\u65bd MSM \u7684\u7b2c\u4e00\u6b65\u662f\u8fdb\u884c\u6210\u719f\u5ea6\u8bc4\u4f30\u3002\u8fd9\u6d89\u53ca\u6839\u636e\u5df2\u5efa\u7acb\u7684\u6210\u719f\u5ea6\u6a21\u578b\uff08\u5982 ITIL\u3001COBIT \u6216 ISO\/IEC 20000\uff09\u8bc4\u4f30\u73b0\u6709\u7684\u670d\u52a1\u76d1\u63a7\u6d41\u7a0b\u3002\u8be5\u8bc4\u4f30\u786e\u5b9a\u4e86\u4f18\u52bf\u3001\u52a3\u52bf\u548c\u9700\u8981\u6539\u8fdb\u7684\u9886\u57df\uff0c\u63d0\u4f9b\u4e86\u8861\u91cf\u8fdb\u5c55\u7684\u660e\u786e\u57fa\u7ebf\u3002\u5728\u8fd9\u4e2a\u9636\u6bb5\uff0c\u6210\u719f\u5ea6\u8bc4\u4f30\u95ee\u5377\u548c\u57fa\u51c6\u7814\u7a76\u7b49\u5de5\u5177\u53ef\u80fd\u975e\u5e38\u6709\u4ef7\u503c\u3002   <\/p>\n<p>\u6210\u719f\u5ea6\u8bc4\u4f30\u5b8c\u6210\u540e\uff0c\u4e0b\u4e00\u6b65\u662f\u5b9a\u4e49\u660e\u786e\u7684\u670d\u52a1\u76d1\u63a7\u6539\u8fdb\u76ee\u6807\u548c\u76ee\u6807\u3002\u8fd9\u4e9b\u76ee\u6807\u5e94\u4e0e\u7ec4\u7ec7\u7684\u6574\u4f53\u4e1a\u52a1\u6218\u7565\u548c\u5ba2\u6237\u671f\u671b\u4fdd\u6301\u4e00\u81f4\u3002\u4f8b\u5982\uff0c\u76ee\u6807\u53ef\u80fd\u5305\u62ec\u7f29\u77ed\u5e73\u5747\u89e3\u51b3\u65f6\u95f4 \uff08MTTR\uff09\u3001\u63d0\u9ad8\u670d\u52a1\u7b49\u7ea7\u534f\u8bae \uff08SLA\uff09 \u5408\u89c4\u7387\u6216\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570\u3002\u8bbe\u5b9a\u5177\u4f53\u7684\u3001\u53ef\u8861\u91cf\u7684\u3001\u53ef\u5b9e\u73b0\u7684\u3001\u76f8\u5173\u7684\u548c\u6709\u65f6\u9650\u7684 \uff08SMART\uff09 \u76ee\u6807\u53ef\u786e\u4fdd\u6539\u8fdb\u5de5\u4f5c\u96c6\u4e2d\u4e14\u6709\u6548\u3002   <\/p>\n<p>\u76ee\u6807\u786e\u5b9a\u540e\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u5236\u5b9a\u8be6\u7ec6\u7684\u5b9e\u65bd\u8ba1\u5212\u3002\u8be5\u8ba1\u5212\u5e94\u6982\u8ff0\u5b9e\u73b0\u6240\u9700\u6539\u8fdb\u6240\u9700\u7684\u5177\u4f53\u884c\u52a8\u3001\u8d44\u6e90\u548c\u65f6\u95f4\u8868\u3002\u8be5\u8ba1\u5212\u7684\u5173\u952e\u7ec4\u6210\u90e8\u5206\u53ef\u80fd\u5305\u62ec\u6d41\u7a0b\u518d\u9020\u3001\u6280\u672f\u5347\u7ea7\u3001\u5458\u5de5\u57f9\u8bad\u4ee5\u53ca\u5efa\u7acb\u7ee9\u6548\u6307\u6807\u548c\u62a5\u544a\u673a\u5236\u3002\u8ba9\u5173\u952e\u5229\u76ca\u76f8\u5173\u8005\u53c2\u4e0e\u89c4\u5212\u8fc7\u7a0b\u4ee5\u786e\u4fdd\u5bf9\u8fd9\u4e9b\u4e3e\u63aa\u7684\u652f\u6301\u548c\u652f\u6301\u81f3\u5173\u91cd\u8981\u3002   <\/p>\n<h3>\u5b9e\u65bd MSM \u7684\u4e00\u4e2a\u5173\u952e\u65b9\u9762\u662f\u91c7\u7528\u5148\u8fdb\u7684\u76d1\u63a7\u5de5\u5177\u548c\u6280\u672f\u3002<\/h3>\n<p>\u8fd9\u4e9b\u5de5\u5177\u652f\u6301\u5b9e\u65f6\u8ddf\u8e2a\u548c\u5206\u6790\u670d\u52a1\u6027\u80fd\uff0c\u63d0\u4f9b\u53ef\u64cd\u4f5c\u7684\u89c1\u89e3\uff0c\u63a8\u52a8\u6301\u7eed\u6539\u8fdb\u3002\u4f8b\u5982\uff0c\u5b9e\u65bd\u96c6\u6210\u670d\u52a1\u7ba1\u7406\u5e73\u53f0\u53ef\u4ee5\u7b80\u5316\u4e8b\u4ef6\u7ba1\u7406\u3001\u81ea\u52a8\u6267\u884c\u65e5\u5e38\u4efb\u52a1\uff0c\u5e76\u63d0\u4f9b\u7528\u4e8e\u76d1\u63a7\u5173\u952e\u7ee9\u6548\u6307\u6807 \uff08KPI\uff09 \u7684\u5168\u9762\u4eea\u8868\u677f\u3002\u6b64\u5916\uff0c\u5229\u7528\u4eba\u5de5\u667a\u80fd\u548c\u673a\u5668\u5b66\u4e60\u53ef\u4ee5\u589e\u5f3a\u9884\u6d4b\u5206\u6790\u80fd\u529b\uff0c\u4f7f\u7ec4\u7ec7\u80fd\u591f\u5728\u6f5c\u5728\u95ee\u9898\u5f71\u54cd\u670d\u52a1\u6027\u80fd\u4e4b\u524d\u4e3b\u52a8\u89e3\u51b3\u5b83\u4eec\u3002  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id=\"%E6%9C%89%E5%85%B3_MSM%E3%80%81%E6%9C%8D%E5%8A%A1%E7%9B%91%E6%8E%A7%E5%92%8C%E6%80%A7%E8%83%BD%E6%8C%87%E6%A0%87%E7%9A%84%E5%B8%B8%E8%A7%81%E9%97%AE%E9%A2%98%E8%A7%A3%E7%AD%94\"><\/span>\u6709\u5173 MSM\u3001\u670d\u52a1\u76d1\u63a7\u548c\u6027\u80fd\u6307\u6807\u7684\u5e38\u89c1\u95ee\u9898\u89e3\u7b54<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3>\u5728\u670d\u52a1\u76d1\u63a7\u73af\u5883\u4e2d\uff0c\u4ec0\u4e48\u662f MSM\uff1f<\/h3>\n<p>MSM\uff0c\u5373\u6210\u719f\u5ea6\u670d\u52a1\u76d1\u63a7\uff0c\u662f\u4e00\u79cd\u7ed3\u6784\u5316\u7684\u65b9\u6cd5\uff0c\u4f7f\u7ec4\u7ec7\u80fd\u591f\u7cfb\u7edf\u5730\u8bc4\u4f30\u548c\u589e\u5f3a\u5176\u670d\u52a1\u4ea4\u4ed8\u80fd\u529b\u3002\u5b83\u5c06\u670d\u52a1\u76d1\u63a7\u6d41\u7a0b\u4e0e\u884c\u4e1a\u6700\u4f73\u5b9e\u8df5\u548c\u6210\u719f\u5ea6\u6a21\u578b\uff08\u5982 ITIL\u3001COBIT \u548c ISO\/IEC 20000\uff09\u4fdd\u6301\u4e00\u81f4\u3002 <\/p>\n<h3>\u4e3a\u4ec0\u4e48 MSM 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