{"id":2405,"date":"2013-07-06T11:31:50","date_gmt":"2013-07-06T04:31:50","guid":{"rendered":"http:\/\/science-technology.vn\/?p=2405"},"modified":"2013-07-06T11:31:50","modified_gmt":"2013-07-06T04:31:50","slug":"ki-nang-nong-quan-li-dich-vu","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=2405","title":{"rendered":"K\u0129 n\u0103ng n\u00f3ng: Qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5"},"content":{"rendered":"

N\u1ebfu b\u1ea1n l\u00e0m vi\u1ec7c trong l\u0129nh v\u1ef1c c\u00f4ng ngh\u1ec7, b\u1ea1n c\u00f3 l\u1ebd c\u0169ng bi\u1ebft v\u1ec1 thay \u0111\u1ed5i nhanh ch\u00f3ng xu\u1ea5t hi\u1ec7n t\u1ea1i \u0111\u00f3. B\u00ean c\u1ea1nh thay \u0111\u1ed5i c\u00f4ng ngh\u1ec7, b\u1ea1n c\u0169ng ph\u1ea3i \u0111i\u1ec1u ch\u1ec9nh thay \u0111\u1ed5i t\u1eeb xu h\u01b0\u1edbng to\u00e0n c\u1ea7u v\u00e0 th\u1ecb tr\u01b0\u1eddng t\u00e0i ch\u00ednh. Trong cu\u1ed9c kh\u1ee7ng ho\u1ea3ng cu\u1ed1i c\u00f9ng, h\u00e0ng ngh\u00ecn c\u00f4ng ti tr\u00ean kh\u1eafp th\u1ebf gi\u1edbi \u0111\u00e3 s\u1ee5p \u0111\u1ed5 v\u00e0 h\u00e0ng tri\u1ec7u ng\u01b0\u1eddi m\u1ea5t vi\u1ec7c l\u00e0m. Khi kinh t\u1ebf b\u1eaft \u0111\u1ea7u ph\u1ee5c h\u1ed3i, c\u00e1c c\u00f4ng ti b\u00e2y gi\u1edd chu\u1ea9n b\u1ecb cho tr\u1eadn chi\u1ebfn ti\u1ebfp: Tr\u1eadn chi\u1ebfn cho s\u1ed1ng c\u00f2n.<\/span><\/p>\n

Tr\u1eadn chi\u1ebfn ch\u00ednh s\u1ebd l\u00e0 trong khu v\u1ef1c \u00e1p d\u1ee5ng c\u00f4ng ngh\u1ec7 th\u00f4ng tin (CNTT) \u0111\u1ec3 h\u1ed7 tr\u1ee3 cho doanh nghi\u1ec7p trong vi\u1ec7c thu l\u1ea5y \u01b0u th\u1ebf c\u1ea1nh tranh. Chi\u1ebfn l\u01b0\u1ee3c gi\u1ea3m chi ph\u00ed, t\u0103ng thu nh\u1eadp, l\u00e0m qui tr\u00ecnh doanh nghi\u1ec7p hi\u1ec7u qu\u1ea3 h\u01a1n v\u00e0 gi\u1ea3m l\u00e3ng ph\u00ed \u0111ang \u0111\u01b0\u1ee3c ch\u1ea5p nh\u1eadn v\u00e0 th\u1ef1c hi\u1ec7n trong m\u1ecdi c\u00f4ng ti. Th\u00e0nh c\u00f4ng trong tr\u1eadn chi\u1ebfn n\u00e0y s\u1ebd \u0111\u1ea3m b\u1ea3o s\u1ed1ng c\u00f2n v\u00e0 t\u0103ng tr\u01b0\u1edfng nh\u01b0ng th\u1ea5t b\u1ea1i s\u1ebd l\u00e0m n\u1ea3y sinh ph\u00e1 s\u1ea3n hay b\u1ecb k\u1ebb kh\u00e1c mua l\u1ea1i. Vi\u1ec7c \u00e1p d\u1ee5ng d\u00f9ng c\u00f4ng ngh\u1ec7 l\u00e0m \u01b0u th\u1ebf c\u1ea1nh tranh then ch\u1ed1t \u0111\u00e3 t\u0103ng tr\u01b0\u1edfng t\u1ea7m quan tr\u1ecdng qua nhi\u1ec1u n\u0103m, khi CNTT chuy\u1ec3n t\u1eeb ch\u1ee9c n\u0103ng chi ph\u00ed sang ch\u1ee9c n\u0103ng sinh thu nh\u1eadp.<\/p>\n

Kh\u00f4ng may, nhi\u1ec1u ng\u01b0\u1eddi qu\u1ea3n l\u00ed CNTT KH\u00d4NG bi\u1ebft c\u00e1ch chuy\u1ec3n t\u1eeb vai tr\u00f2 k\u0129 thu\u1eadt sang vai tr\u00f2 doanh nghi\u1ec7p. Nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng th\u1ec3 \u0111\u1ed5i \u0111\u01b0\u1ee3c c\u00e1ch h\u1ecd ngh\u0129 hay c\u00e1ch h\u1ecd qu\u1ea3n l\u00ed. H\u1ecd kh\u00f4ng th\u1ec3 b\u1eaft k\u1ecbp v\u1edbi nh\u1eefng \u00fd t\u01b0\u1edfng m\u1edbi m\u00e0 c\u00f3 th\u1ec3 cung c\u1ea5p \u01b0u th\u1ebf c\u1ea1nh tranh cho c\u00f4ng ti. H\u1ecd kh\u00f4ng bi\u1ebft c\u00e1ch t\u00edch h\u1ee3p h\u1ec7 th\u1ed1ng c\u1ee7a h\u1ecd v\u1edbi h\u1ec7 th\u1ed1ng c\u1ee7a nh\u00e0 cung c\u1ea5p v\u00e0 c\u1ee7a kh\u00e1ch h\u00e0ng. Ng\u00e0y nay kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1eddi d\u00f9ng mu\u1ed1n truy nh\u1eadp ngay l\u1eadp t\u1ee9c v\u00e0o th\u00f4ng tin nh\u01b0 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, \u0111\u01a1n h\u00e0ng, ho\u00e1 \u0111\u01a1n v\u00e0 thanh to\u00e1n qua \u0111a d\u1ea1ng \u0111i\u1ec3m truy nh\u1eadp nh\u01b0 \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng, email, tin nh\u1eafn, hay c\u1ed5ng Internet. Nh\u1eefng nhu c\u1ea7u n\u00e0y \u0111\u00f2i h\u1ecfi t\u01b0 duy m\u1edbi, \u00fd t\u01b0\u1edfng m\u1edbi, c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u1ec3 gi\u00fap cho doanh nghi\u1ec7p c\u1ee7a h\u1ecd gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. \u0110\u1ec3 l\u00e0m \u0111i\u1ec1u \u0111\u00f3 ph\u1ea7n m\u1ec1m kh\u00f4ng c\u00f2n ch\u1ec9 l\u00e0 s\u1ea3n ph\u1ea9m m\u00e0 c\u0169ng l\u00e0 d\u1ecbch v\u1ee5.<\/p>\n

Theo nghi\u00ean c\u1ee9u c\u00f4ng nghi\u1ec7p CNTT g\u1ea7n \u0111\u00e2y, \u0111a s\u1ed1 nh\u1eefng ng\u01b0\u1eddi qu\u1ea3n l\u00ed b\u1ecb sa th\u1ea3i trong nh\u1eefng n\u0103m qua \u0111\u1ec1u l\u00e0 ng\u01b0\u1eddi k\u0129 thu\u1eadt “thu\u1ea7n tu\u00fd” v\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c gi\u1eef l\u1ea1i l\u00e0m qu\u1ea3n l\u00ed c\u00f3 “k\u0129 n\u0103ng doanh nghi\u1ec7p”. S\u1ef1 ki\u1ec7n n\u00e0y l\u00e0 d\u1ea5u hi\u1ec7u c\u1ea3nh b\u00e1o cho nh\u1eefng ng\u01b0\u1eddi l\u00e0m vi\u1ec7c trong khu v\u1ef1c c\u00f4ng ngh\u1ec7 v\u00e0 l\u00e0 ch\u1ec9 d\u1eabn r\u1eb1ng m\u1ed9t m\u00ecnh k\u0129 n\u0103ng k\u0129 thu\u1eadt l\u00e0 KH\u00d4NG \u0111\u1ee7 \u0111\u1ec3 s\u1ed1ng s\u00f3t trong th\u1ebf gi\u1edbi thay \u0111\u1ed5i nhanh ch\u00f3ng n\u00e0y. Nghi\u00ean c\u1ee9u n\u00e0y th\u1ea5y r\u1eb1ng ph\u1ea7n l\u1edbn c\u00e1c c\u00f4ng ti \u0111\u1ec1u \u0111\u00e0o t\u1ea1o l\u1ea1i ng\u01b0\u1eddi qu\u1ea3n l\u00ed c\u1ee7a h\u1ecd \u0111\u1ec3 c\u1ea3i ti\u1ebfn hi\u1ec7u n\u0103ng. N\u0103m 2010, c\u00e1c c\u00f4ng ti M\u0129 \u0111\u00e3 chi tr\u00ean $ 650 tri\u1ec7u \u0111\u00f4 la \u0111\u1ec3 \u0111\u00e0o t\u1ea1o l\u1ea1i ng\u01b0\u1eddi qu\u1ea3n l\u00ed CNTT c\u1ee7a h\u1ecd v\u1ec1 k\u0129 n\u0103ng doanh nghi\u1ec7p. H\u1ed9i t\u1ee5 l\u00e0 v\u00e0o ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 bi\u1ebfn \u0111\u1ed5i t\u1eeb ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m sang cung c\u1ea5p d\u1ecbch v\u1ee5. K\u0129 n\u0103ng n\u00f3ng nh\u1ea5t trong nhu c\u1ea7u cao n\u00e0y l\u00e0 qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 hay nh\u1eefng ng\u01b0\u1eddi c\u00f3 th\u1ec3 qu\u1ea3n l\u00ed lo\u1ea1i h\u00ecnh m\u1edbi n\u00e0y v\u1ec1 d\u1ecbch v\u1ee5.<\/p>\n

K\u0129 n\u0103ng qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 l\u00e0 b\u1ea3n ch\u1ea5t b\u1edfi v\u00ec ng\u01b0\u1eddi qu\u1ea3n l\u00ed CNTT s\u1ebd ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 c\u00e1c d\u1ef1 \u00e1n h\u1ed9i t\u1ee5 v\u00e0o vi\u1ec7c gi\u1ea3m chi ph\u00ed, c\u1ea3i ti\u1ebfn n\u0103ng su\u1ea5t b\u1eb1ng vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n cho ng\u01b0\u1eddi d\u00f9ng. L\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 h\u1ecd ph\u1ea3i l\u00e0m vi\u1ec7c ch\u1eb7t ch\u1ebd v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1eddi d\u00f9ng t\u1eeb c\u00e1c \u0111\u01a1n v\u1ecb doanh nghi\u1ec7p kh\u00e1c. Thay v\u00ec ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m, h\u1ecd ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd \u0111\u00e1p \u1ee9ng cho y\u00eau c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u1ec1 n\u0103ng l\u1ef1c, t\u00ednh hi\u1ec7u qu\u1ea3, hi\u1ec7u n\u0103ng v.v. H\u1ecd ph\u1ea3i bi\u1ebft c\u00e1ch ki\u1ec3m so\u00e1t thay \u0111\u1ed5i trong h\u1ec7 th\u1ed1ng s\u1ea3n xu\u1ea5t v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c gi\u1eef an to\u00e0n trong c\u01a1 s\u1edf d\u1eef li\u1ec7u. H\u1ecd ph\u1ea3i gi\u00e1m s\u00e1t m\u1ecdi d\u1ecbch v\u1ee5 \u0111\u1ec3 ch\u1eafc r\u1eb1ng h\u1ec7 th\u1ed1ng CNTT l\u00e0 s\u1eb5n c\u00f3, tin c\u1eady v\u00e0 cung c\u1ea5p \u0111\u1ee7 t\u00e0i nguy\u00ean, k\u1ebft c\u1ea5u n\u1ec1n \u0111\u1ec3 \u0111\u00e1p \u1ee9ng cho c\u1ea3 nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng trong hi\u1ec7n t\u1ea1i v\u00e0 t\u01b0\u01a1ng lai.<\/p>\n

Tuy nhi\u00ean, nghi\u00ean c\u1ee9u c\u00f4ng nghi\u1ec7p c\u0169ng th\u1ea5y r\u1eb1ng vi\u1ec7c \u0111\u00e0o t\u1ea1o l\u1ea1i ng\u01b0\u1eddi qu\u1ea3n l\u00ed k\u0129 thu\u1eadt th\u00e0nh ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 l\u00e0 KH\u00d4NG d\u1ec5 d\u00e0ng. Nhi\u1ec1u ng\u01b0\u1eddi KH\u00d4NG th\u1ec3 l\u00e0m ch\u1ee7 \u0111\u01b0\u1ee3c nh\u1eefng k\u0129 n\u0103ng n\u00e0y v\u00ec h\u1ecd c\u1ea3m th\u1ea5y kh\u00f4ng tho\u1ea3i m\u00e1i khi l\u00e0m vi\u1ec7c trong m\u00f4i tr\u01b0\u1eddng doanh nghi\u1ec7p n\u01a1i trao \u0111\u1ed5i v\u00e0 k\u0129 n\u0103ng m\u1ec1m l\u00e0 quan tr\u1ecdng. Ngay c\u1ea3 v\u1edbi \u0111\u00e0o t\u1ea1o, s\u1ef1 tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng v\u1eabn th\u1ea5p v\u00e0 gi\u00e1 tr\u1ecb doanh nghi\u1ec7p kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u1ea1t t\u1edbi nh\u01b0 mong \u0111\u1ee3i. \u0110\u00f3 l\u00e0 l\u00ed do t\u1ea1i sao c\u00e1c c\u00f4ng ti b\u1eaft \u0111\u1ea7u quay sang gi\u1ea3i ph\u00e1p kh\u00e1c: \u201cThu\u00ea nh\u1eefng sinh vi\u00ean m\u1edbi t\u1ed1t nghi\u1ec7p g\u1ea7n \u0111\u00e2y t\u1eeb c\u00e1c \u0111\u1ea1i h\u1ecdc c\u00f3 d\u1ea1y v\u1ec1 nh\u1eefng k\u0129 n\u0103ng n\u00e0y v\u00e0 sa th\u1ea3i nh\u1eefng ng\u01b0\u1eddi qu\u1ea3n l\u00ed thay v\u00ec \u0111\u00e0o t\u1ea1o l\u1ea1i h\u1ecd.\u201d D\u1eef li\u1ec7u t\u1eeb v\u00e0i n\u0103m qua ch\u1ec9 ra nhi\u1ec1u ng\u01b0\u1eddi qu\u1ea3n l\u00ed k\u0129 thu\u1eadt \u0111\u01b0\u1ee3c tr\u1ea3 l\u01b0\u01a1ng cao \u0111\u00e3 b\u1ecb sa th\u1ea3i \u0111\u1ed3ng th\u1eddi nhi\u1ec1u sinh vi\u00ean t\u1ed1t nghi\u1ec7p v\u1ec1 Qu\u1ea3n l\u00ed h\u1ec7 th\u00f4ng tin \u0111\u00e3 \u0111\u01b0\u1ee3c thu\u00ea, \u0111\u1eb7c bi\u1ec7t t\u1eeb c\u00e1c \u0111\u1ea1i h\u1ecdc c\u00f3 d\u1ea1y v\u1ec1 k\u0129 n\u0103ng qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5.<\/p>\n

Nghi\u00ean c\u1ee9u c\u00f4ng nghi\u1ec7p n\u00e0y k\u1ebft lu\u1eadn: \u201cTrong th\u1ecb tr\u01b0\u1eddng vi\u1ec7c l\u00e0m c\u1ea1nh tranh n\u00e0y, gi\u1ea3m chi ph\u00ed v\u00e0 t\u0103ng l\u1ee3i nhu\u1eadn, sa th\u1ea3i ng\u01b0\u1eddi qu\u1ea3n l\u00ed k\u0129 thu\u1eadt v\u1edbi l\u01b0\u01a1ng cao v\u00e0 thu\u00ea sinh vi\u00ean m\u1edbi t\u1ed1t nghi\u1ec7p \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o t\u1ed1t h\u01a1n, c\u00f3 k\u0129 n\u0103ng t\u1ed1t h\u01a1n, l\u01b0\u01a1ng th\u1ea5p h\u01a1n l\u00e0 ch\u1ecdn l\u1ef1a logic c\u1ee7a doanh nghi\u1ec7p.\u201d<\/p>\n

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—-English version—-<\/p>\n

 <\/p>\n

Hot skill: Service Management<\/p>\n

If you work in the technology field, you probably know about the rapid change that occurs there. Beside technology change, you also have to adjust to changes from the globalization trend and financial market. During the last crisis, thousands companies all over the world collapsed and million people lost their jobs. As the economy begins to recover, companies are now preparing for the next battle: The battle for surviving.<\/p>\n

The major battle will be in the area of applying Information Technology (IT) to support business in gaining a competitive advantages. Strategies to reduce costs, increase revenues, making business process more efficient and reducing wastes are \u00a0being adopted and implemented in every companies. Succeed in this battle will guarantee survival and growth but failure will result in bankruptcy or being acquired by others. The application of using technology as a key competitive has grown in importance over the years, as IT moves from a cost to a revenue generating function.<\/p>\n

Unfortunately, many IT managers do NOT know how to move from technical roles to business roles. Many cannot change the way they think or the way they manage. They cannot come up with new ideas that can provide competitive advantages to the company. They do not know how to integrate their systems with those of their suppliers and customers. Today customers and users want instant access to information such as products, services, orders, bills and payments through a variety of access points such as mobile phone, email, text messages, or Internet portals. These needs demand new thinking, new idea, new technologies to help their businesses solve problems. To do that software is no longer just a product but also a services.<\/p>\n

According to recent IT industry study, a majority of managers that got laid-off in past years were \u201cPure\u201d technical people and people who were kept were managers with \u201cbusiness skills\u201d. This fact is a warning sign to people who work in technology area and an indication that technical skill alone is NOT enough to survive in this fast changing world. The study found that most companies are retraining their managers to improve performance. In 2010, U.S companies had spent over $ 650 million to retrain their IT managers in business skills. The focus is on developing strategies to transition from develop products to providing services. The hottest skill in high demand is the IT service management or people who can manage this new kind of service.<\/p>\n

The service management skills is essential because IT managers will be in charge of projects that focus on reduce costs, improve productivity by providing better and more efficient services to users. As service managers they must work closely with customers and users from other business units. Instead of develop software, they must ensure that their services meet the users\u2019 requirements on capacity, efficiency, performance etc. They must know how to control changes in the production systems and ensure that data are kept securely in database. They must monitor all services to make sure that IT systems are available, reliable and providing sufficient resource, infrastructure to meet both current and future users\u2019 needs.<\/p>\n

However, the industry study found that retraining technical managers into service managers is NOT easy. Many could NOT master these skills as they feel uncomfortable working in the business environment where communication and soft-skill\u00a0 are important. Even with training, customer satisfaction is still low and the business value is not achieved as expected. That is why companies began to turn to another solution: \u201cHiring recent graduates from universities that taught these skills and lay off technical managers instead of retraining them\u201d. Data from past few years indicated many highly-paid technical managers were laid-off at the same time more graduates in Information System Management were hired, especially from universities that taught service management skills.<\/p>\n

The industry study concluded: \u201cIn this competitive job market, to reduce costs and increase profits, lay off highly-paid technical managers that failed to acquire business skills and hiring better trained, better skills, lower wages graduates is a logical business choice\u201d.<\/p>\n","protected":false},"excerpt":{"rendered":"

N\u1ebfu b\u1ea1n l\u00e0m vi\u1ec7c trong l\u0129nh v\u1ef1c c\u00f4ng ngh\u1ec7, b\u1ea1n c\u00f3 l\u1ebd c\u0169ng bi\u1ebft v\u1ec1 thay \u0111\u1ed5i nhanh ch\u00f3ng xu\u1ea5t hi\u1ec7n t\u1ea1i \u0111\u00f3. B\u00ean c\u1ea1nh … <\/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-2405","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\/2405","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=2405"}],"version-history":[{"count":1,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2405\/revisions"}],"predecessor-version":[{"id":2406,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2405\/revisions\/2406"}],"wp:attachment":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2405"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2405"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2405"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}