{"id":2346,"date":"2013-07-06T10:18:35","date_gmt":"2013-07-06T03:18:35","guid":{"rendered":"http:\/\/science-technology.vn\/?p=2346"},"modified":"2013-07-06T10:18:35","modified_gmt":"2013-07-06T03:18:35","slug":"nguoi-quan-li-dich-vu-2","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=2346","title":{"rendered":"Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5"},"content":{"rendered":"

C\u00f3 kh\u00e1c bi\u1ec7t gi\u1eefa qu\u1ea3n l\u00ed s\u1ea3n ph\u1ea9m v\u00e0 qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5. Qu\u1ea3n l\u00ed s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c d\u1ea1y h\u1ea7u h\u1ebft trong c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khoa h\u1ecdc m\u00e1y t\u00ednh v\u00e0 k\u0129 ngh\u1ec7 ph\u1ea7n m\u1ec1m d\u01b0\u1edbi c\u00e1i t\u00ean “Qu\u1ea3n l\u00ed d\u1ef1 \u00e1n\u201d. Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ef1 \u00e1n h\u1ed9i t\u1ee5 v\u00e0o vi\u1ec7c chuy\u1ec3n giao S\u1ea2N PH\u1ea8M ph\u1ea7n m\u1ec1m \u0111\u00fang th\u1eddi gian, theo l\u1ecbch bi\u1ec3u v\u00e0 v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng cao. Qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c d\u1ea1y ch\u1ee7 y\u1ebfu trong Qu\u1ea3n l\u00ed h\u1ec7 th\u00f4ng tin (ISM), n\u01a1i ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 h\u1ed9i t\u1ee5 v\u00e0o vi\u1ec7c chuy\u1ec3n giao D\u1ecaCH V\u1ee4 c\u00f4ng ngh\u1ec7 th\u00f4ng tin t\u01b0\u01a1ng \u1ee9ng v\u1edbi tho\u1ea3 thu\u1eadn \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 Tho\u1ea3 thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 (SLA).<\/span><\/p>\n

B\u1edfi v\u00ec s\u1ea3n ph\u1ea9m ph\u1ea7n m\u1ec1m l\u00e0 kh\u00e1c v\u1edbi d\u1ecbch v\u1ee5 ph\u1ea7n m\u1ec1m, k\u0129 n\u0103ng qu\u1ea3n l\u00ed l\u00e0 KH\u00d4NG nh\u01b0 nhau nh\u01b0ng nhi\u1ec1u tr\u01b0\u1eddng v\u1eabn d\u1ea1y “qu\u1ea3n l\u00ed d\u1ef1 \u00e1n” cho c\u1ea3 hai khu v\u1ef1c v\u00e0 t\u1ea1o ra nhi\u1ec1u l\u1eabn l\u1ed9n trong sinh vi\u00ean. Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ef1 \u00e1n th\u00e0nh c\u00f4ng c\u00f3 th\u1ec3 KH\u00d4NG l\u00e0m t\u1ed1t trong h\u1ed7 tr\u1ee3 d\u1ecbch v\u1ee5 v\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 KH\u00d4NG c\u00f3 kh\u1ea3 n\u0103ng qu\u1ea3n l\u00ed d\u1ef1 \u00e1n ph\u1ea7n m\u1ec1m.<\/p>\n

Ng\u00e0y nay, ph\u1ea7n m\u1ec1m KH\u00d4NG ch\u1ec9 l\u00e0 s\u1ea3n ph\u1ea9m m\u00e0 c\u00f2n l\u00e0 d\u1ecbch v\u1ee5. V\u1edbi t\u00ednh to\u00e1n m\u00e2y, s\u1ef1 tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh s\u1ef1 t\u1ed1 quan tr\u1ecdng nh\u1ea5t. B\u1edfi v\u00ec doanh nghi\u1ec7p c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 h\u1ec7 th\u00f4ng tin “m\u00e2y” \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p, b\u1ea5t k\u00ec c\u00e1i g\u00ec x\u1ea3y ra trong h\u1ec7 th\u1ed1ng c\u0169ng s\u1ebd t\u00e1c \u0111\u1ed9ng l\u00ean doanh nghi\u1ec7p. H\u1ec7 th\u1ed1ng CNTT ch\u1eadm s\u1ebd l\u00e0m ch\u1eadm kinh doanh c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ec7 th\u1ed1ng CNTT kh\u00f4ng an ninh c\u00f3 th\u1ec3 ph\u00e1 ho\u1ea1i an ninh c\u1ee7a kinh doanh c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ec7 th\u1ed1ng kh\u00f4ng s\u1eb5n c\u00f3 s\u1ebd ng\u1eaft qu\u00e3ng kinh doanh c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00f3 l\u00e0 l\u00ed do t\u1ea1i sao vi\u1ec7c l\u00e0m c\u1ee7a ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 CNTT l\u00e0 hi\u1ec3u m\u1ed1i quan h\u1ec7 t\u01b0\u01a1ng thu\u1ed9c n\u00e0y v\u00e0 ph\u1ea3i ch\u1eafc kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c tho\u1ea3 m\u00e3n v\u1edbi d\u1ecbch v\u1ee5 m\u00e0 CNTT cung c\u1ea5p.<\/strong><\/p>\n

Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 ph\u1ea3i ki\u1ec3m \u0111i\u1ec3m c\u01a1 h\u1ed9i th\u1ecb tr\u01b0\u1eddng, x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111\u1ec1 ngh\u1ecb d\u1ecbch v\u1ee5 CNTT, nh\u1eadn di\u1ec7n d\u1ecbch v\u1ee5 n\u00e0o t\u1eebng kh\u00e1ch h\u00e0ng c\u1ea7n, v\u00e0 m\u1ee9c \u0111\u1ed9 tho\u1ea3 m\u00e3n m\u00e0 h\u1ecd mu\u1ed1n. T\u1eebng kh\u00e1ch h\u00e0ng c\u00f3 c\u00e1c nhu c\u1ea7u kh\u00e1c nhau, m\u1ed9t s\u1ed1 mu\u1ed1n d\u1ecbch v\u1ee5 nhanh nh\u1ea5t, s\u1ed1 kh\u00e1c mu\u1ed1n n\u00f3 \u1edf gi\u00e1 th\u1ea5p h\u01a1n, v\u00e0 m\u1ed9t s\u1ed1 mong \u0111\u1ee3i n\u00f3 bao gi\u1edd c\u0169ng s\u1eb5n c\u00f3 cho n\u00ean ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 CNTT ph\u1ea3i hi\u1ec3u r\u00f5 r\u00e0ng nh\u1eefng nhu c\u1ea7u n\u00e0y v\u00e0 cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 t\u01b0\u01a1ng \u1ee9ng<\/strong>.<\/p>\n

Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 ph\u1ea3i x\u00e1c \u0111\u1ecbnh vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 d\u1ef1a tr\u00ean nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00e1ch h\u00e0ng n\u00ean \u0111\u01b0\u1ee3c tho\u1ea3 m\u00e3n th\u1ebf n\u00e0o r\u1ed3i l\u00e0m t\u00e0i li\u1ec7u trong Tho\u1ea3 thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 (SLA)<\/em>\u00a0\u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng m\u1ee9c d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p nh\u01b0 \u0111\u01b0\u1ee3c tho\u1ea3 thu\u1eadn. Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 c\u0169ng ph\u1ea3i x\u00e1c \u0111\u1ecbnh \u0111\u1ed9 \u0111o cho s\u1ef1 tu\u00e2n th\u1ee7 m\u1ee9c d\u1ecbch v\u1ee5 v\u00e0 c\u1ea3i ti\u1ebfn trao \u0111\u1ed5i gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1eddi cung c\u1ea5p d\u1ecbch v\u1ee5. Qu\u1ea3n l\u00ed m\u1ee9c d\u1ecbch v\u1ee5 l\u00e0 qui tr\u00ecnh quan tr\u1ecdng nh\u1ea5t v\u00ec n\u00f3 gi\u00fap cho kh\u00e1ch h\u00e0ng BI\u1ebeT c\u00e1i g\u00ec \u0111\u1ec3 MONG \u0110\u1ee2I v\u00e0 c\u0169ng cho ng\u01b0\u1eddi l\u00e0m d\u1ecbch v\u1ee5 bi\u1ebft c\u00e1i g\u00ec l\u00e0 quan tr\u1ecdng \u0111\u1ec3 cung c\u1ea5p.<\/p>\n

Trong c\u00e1c d\u1ecbch v\u1ee5 cung c\u1ea5p, c\u00f3 m\u1ed9t s\u1ed1 d\u1ecbch v\u1ee5 \u0111\u1ed1i l\u1eadp m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean<\/strong>. \u0110\u00e2y l\u00e0 \u0111i\u1ec1u kh\u00e1ch h\u00e0ng mu\u1ed1n v\u00e0 \u0111i\u1ec1u h\u1ecd s\u1eb5n l\u00f2ng tr\u1ea3 ti\u1ec1n. Kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 c\u00f3 c\u00e1i t\u1ed1t nh\u1ea5t, nhanh nh\u1ea5t v\u00e0 s\u1eb5n c\u00f3 v\u00e0o m\u1ecdi l\u00fac nh\u01b0ng v\u1edbi gi\u00e1 th\u1ea5p nh\u1ea5t. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 c\u00f3 kh\u1ea3 n\u0103ng gi\u1ea3i th\u00edch t\u00ednh ch\u1ee9c n\u0103ng \u0111\u1ed1i l\u1eadp n\u00e0y v\u00e0 gi\u00e1 c\u1ee7a d\u1ecbch v\u1ee5 cho kh\u00e1ch h\u00e0ng v\u00e0 \u0111i t\u1edbi tho\u1ea3 thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 t\u1ed1i \u01b0u. \u0110\u00f3 l\u00e0 l\u00ed do t\u1ea1i sao qu\u1ea3n l\u00ed h\u1ec7 th\u00f4ng tin, c\u00e1c k\u0129 n\u0103ng m\u1ec1m nh\u01b0 th\u01b0\u01a1ng l\u01b0\u1ee3ng, trao \u0111\u1ed5i, l\u1eafng nghe v\u00e0 thuy\u1ebft ph\u1ee5c l\u00e0 r\u1ea5t quan tr\u1ecdng v\u00e0 n\u00ean \u0111\u01b0\u1ee3c d\u1ea1y nh\u01b0 m\u00f4n y\u00eau c\u1ea7u.<\/p>\n

Theo v\u00e0i b\u00e1o c\u00e1o, b\u1eaft \u0111\u1ea7u t\u1eeb n\u0103m 2010 “t\u00ednh to\u00e1n m\u00e2y” s\u1ebd chi ph\u1ed1i th\u1ecb tr\u01b0\u1eddng to\u00e0n c\u1ea7u. Ph\u1ea7n l\u1edbn c\u00e1c c\u00f4ng ti s\u1ebd KH\u00d4NG mua trang b\u1ecb CNTT m\u00e0 thu\u00ea ch\u00fang \u0111\u1ec3 gi\u1ea3m chi ph\u00ed. H\u1ecd s\u1ebd kho\u00e1n ngo\u00e0i nhi\u1ec1u vi\u1ec7c ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m cho c\u00e1c n\u01b0\u1edbc c\u00f3 chi ph\u00ed th\u1ea5p h\u01a1n hay mua ph\u1ea7n m\u1ec1m th\u01b0\u01a1ng m\u1ea1i Commercial Off the Shelves (COTS) thay v\u00ec x\u00e2y d\u1ef1ng ph\u1ea7n m\u1ec1m ri\u00eang c\u1ee7a h\u1ecd. B\u1edfi v\u00ec \u0111i\u1ec1u n\u00e0y, nhi\u1ec1u c\u00f4ng ti c\u00f4ng ngh\u1ec7 nhanh ch\u00f3ng nh\u1ea3y v\u00e0o kinh doanh t\u00ednh to\u00e1n m\u00e2y. T\u1eeb IBM, Oracles, Microsoft t\u1edbi HP, Dell, Google v\u00e0 h\u00e0ng ngh\u00ecn c\u00f4ng ti l\u1edbn nh\u1ecf, t\u1ea5t c\u1ea3 \u0111\u1ec1u c\u00f4ng b\u1ed1 h\u1ecd s\u1eb5n s\u00e0ng cung c\u1ea5p “d\u1ecbch v\u1ee5 t\u00ednh to\u00e1n m\u00e2y”. Tu\u1ea7n tr\u01b0\u1edbc, ch\u00ednh ph\u1ee7 t\u1eeb v\u00e0i n\u01b0\u1edbc c\u0169ng \u0111\u00e3 c\u00f4ng b\u1ed1 r\u1eb1ng h\u1ecd \u0111ang thay th\u1ebf h\u1ec7 th\u00f4ng tin c\u1ee7a h\u1ecd b\u1eb1ng t\u00ednh to\u00e1n m\u00e2y nh\u01b0 ch\u00ednh s\u00e1ch gi\u1ea3m chi ph\u00ed. \u0110\u1ed9t nhi\u00ean th\u1ecb tr\u01b0\u1eddng cho t\u00ednh to\u00e1n m\u00e2y tr\u1edf n\u00ean “n\u00f3ng h\u01a1n” bao gi\u1edd.<\/p>\n

M\u1ed1i quan t\u00e2m c\u1ee7a t\u00f4i l\u00e0 v\u1edbi h\u00e0ng ngh\u00ecn c\u00f4ng ti kinh doanh v\u00e0 c\u00e1c v\u0103n ph\u00f2ng ch\u00ednh ph\u1ee7 chuy\u1ec3n nhanh ch\u00f3ng v\u00e0o t\u00ednh to\u00e1n m\u00e2y, bao nhi\u00eau ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 s\u1ebd \u0111\u01b0\u1ee3c c\u1ea7n t\u1edbi? Sinh vi\u00ean \u0111i \u0111\u00e2u \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o “\u0111\u00fang” n\u1ebfu th\u1ecb tr\u01b0\u1eddng vi\u1ec7c l\u00e0m n\u00e0y \u0111ang “n\u00f3ng” l\u00ean? Bao nhi\u00eau tr\u01b0\u1eddng cung c\u1ea5p qu\u1ea3n l\u00ed h\u1ec7 th\u00f4ng tin v\u1edbi c\u00e1c m\u00f4n \u0111\u00e0o t\u1ea1o v\u1ec1 “qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5” v\u00e0 KH\u00d4NG “qu\u1ea3n l\u00ed s\u1ea3n ph\u1ea9m”, hay “qu\u1ea3n l\u00ed d\u1ef1 \u00e1n”? V\u00ec c\u00f3 kh\u00e1c bi\u1ec7t ch\u00ednh gi\u1eefa c\u00e1c khu v\u1ef1c n\u00e0y, t\u00f4i tin n\u00f3 l\u00e0 quan tr\u1ecdng m\u00e0 m\u1ecdi sinh vi\u00ean c\u1ea7n bi\u1ebft.<\/p>\n

 <\/p>\n

—-English version—-<\/p>\n

 <\/p>\n

The Service Manager<\/p>\n

There is a difference between product management and service management. Product management is taught mostly in the Computer Science and Software Engineering programs under the name \u201cProject management\u201d. The project manager is focusing on deliver the software PRODUCT on time, on schedule and with high quality. Service management is taught mostly in Information System Management (ISM), where the service manager is focusing on deliver the information technology SERVICES according to an agreement called Service Level Agreement (SLA).<\/p>\n

Because a software product is different from a software services, the management skills are NOT the same but many schools are still teaching \u201cproject management\u201d to both areas and creates a lot of confusing among students. A successful project manager may NOT do well in supporting a services and a service manager may NOT be able to manage a software project.<\/p>\n

Today, software is NOT just a product but also a service. With Cloud Computing, customer satisfaction<\/strong>\u00a0is becoming the most important factor. Because the customer\u2019s business and the \u201cCloud\u201d information system are integrated, anything happens in the system will also impact the business. A slow IT system will slowdown customer\u2019s business. An unsecured IT system can compromise the security of the customer\u2019s business. An unavailable system will disrupt the customer\u2019s business. That is why the job of the IT Service Managers is to understand this interdependency relationship\u00a0and make sure customers are satisfied with the services that IT offers.<\/strong><\/p>\n

The service managers must review market opportunities, define IT service offerings, identify what service each customer needs, and the level of satisfaction that they want. Each c<\/strong>ustomer has different needs, some want the service to be fast, others want it at lower price, and some expect it is always available so the IT service manager must clearly understand these demands and provide the services accordingly.<\/p>\n

The service managers must define the service offers based on customer needs and how satisfied the customer should be then document in the\u00a0Service Level Agreement (SLA)<\/em>\u00a0to ensure that the level of\u00a0 service is provided as agreed. The service managers must also define metrics for conformance of the level of service and improve communication between customer and people who provide the service. Managing the level of service is the most important process as it helps customers to KNOW what to EXPECT and also service people to know what is important to provide.<\/p>\n

Among the services provide, there are some services that<\/strong>\u00a0are naturally opposed. These are what customers want and what they are willing to pay for. Customer cannot have the best, the fastest and available all the time but also at the lowest price. It is important that service manager be able to explain this opposing functionality and the price of the service to customer and come up with an optimal service level agreement. That is why in Information System management, soft-skills such as negotiation, communication, listening, and persuasion are very important and should be taught as requirement course.<\/p>\n

According to several reports, beginning in 2010 the \u201cCloud computing\u201d will dominate the global market. Most companies will NOT buying IT equipments but rent them to reduce cost. They will outsource many software development to lower cost countries or buy Commercial Off the Shelves (COTS) instead of building their own software. Because of this, many technology companies are quickly jump into cloud computing business. From IBM, Oracles, Microsoft to HP, Dell, Google and thousand large and small companies, all announced that they are readied to provide \u201cCloud Computing Services\u201d. Last week, government from several countries also announced that they are replacing their information system with cloud computing as a cost reducing policy. Suddenly the market for cloud computing is getting \u201chotter\u201d than ever.<\/p>\n

My concern is with hundred thousand business companies and government offices move quickly into cloud computing, how many service managers will be needed? Where do students go to get the \u201cright\u201d training if this job market is getting \u201chot\u201d? How many schools are offering Information System Management with training courses in \u201cservice management\u201d and NOT \u201cproduct management\u201d, or \u201cproject management\u201d? Since there is a major difference between these areas, I believe it is important for all students to know.<\/p>\n","protected":false},"excerpt":{"rendered":"

C\u00f3 kh\u00e1c bi\u1ec7t gi\u1eefa qu\u1ea3n l\u00ed s\u1ea3n ph\u1ea9m v\u00e0 qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5. Qu\u1ea3n l\u00ed s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c d\u1ea1y h\u1ea7u h\u1ebft trong c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh … <\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,3],"tags":[],"class_list":["post-2346","post","type-post","status-publish","format-standard","hentry","category-xu-huong-toan-cau","category-quan-li-he-thong-tin"],"_links":{"self":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2346","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2346"}],"version-history":[{"count":1,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2346\/revisions"}],"predecessor-version":[{"id":2347,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2346\/revisions\/2347"}],"wp:attachment":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2346"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2346"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2346"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}