{"id":11847,"date":"2023-11-29T20:44:37","date_gmt":"2023-11-29T20:44:37","guid":{"rendered":"https:\/\/masterskills.org\/blog\/sla-la-gi-tam-quan-trong-va-cac-yeu-to-chinh-can-co.html"},"modified":"2023-12-21T21:02:52","modified_gmt":"2023-12-21T14:02:52","slug":"sla-la-gi-tam-quan-trong-va-cac-yeu-to-chinh-can-co","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/sla-la-gi-tam-quan-trong-va-cac-yeu-to-chinh-can-co.html","title":{"rendered":"SLA l\u00e0 g\u00ec? T\u1ea7m quan tr\u1ecdng v\u00e0 c\u00e1c y\u1ebfu t\u1ed1 ch\u00ednh c\u1ea7n c\u00f3"},"content":{"rendered":"
\n

SLA l\u00e0 g\u00ec<\/strong>? SLA l\u00e0 t\u1eeb vi\u1ebft t\u1eaft c\u1ee7a Service Level Agreement. H\u00e3y c\u00f9ng \u0111\u1ecdc ti\u1ebfp n\u1ed9i dung sau \u0111\u1ec3 hi\u1ec3u v\u1ec1 thu\u1eadt ng\u1eef n\u00e0y nh\u00e9.\u00a0<\/p>\n

SLA l\u00e0 g\u00ec?\u00a0<\/strong><\/span><\/h2>\n
\n

\u201cSLA hay service level agreement c\u00f3 ngh\u0129a l\u00e0 th\u1ecfa thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5, l\u00e0 m\u1ed9t h\u1ee3p \u0111\u1ed3ng r\u00e0ng bu\u1ed9c v\u1ec1 m\u1eb7t ph\u00e1p l\u00fd gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 b\u00ean cung c\u1ea5p d\u1ecbch v\u1ee5 trong \u0111\u00f3 th\u1ec3 hi\u1ec7n c\u00e1c \u0111i\u1ec1u kho\u1ea3n c\u1ee5 th\u1ec3 v\u1ec1 nhi\u1ec7m v\u1ee5 c\u0169ng nh\u01b0 th\u1eddi gian th\u1ef1c hi\u1ec7n\u201d<\/strong><\/p>\n<\/blockquote>\n

T\u1ea1i sao c\u00e1c th\u1ecfa thu\u1eadn v\u1ec1 m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 l\u1ea1i quan tr\u1ecdng?<\/strong><\/span><\/h2>\n

Th\u1ecfa thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 (SLA) v\u1ec1 c\u01a1 b\u1ea3n l\u00e0 m\u1ed9t l\u1eddi h\u1ee9a m\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u01b0a ra v\u1edbi kh\u00e1ch h\u00e0ng, ngh\u0129a l\u00e0 nh\u1eefng l\u1eddi h\u1ee9a \u0111\u00e3 \u0111\u01b0a ra v\u1edbi kh\u00e1ch h\u00e0ng v\u1ec1 th\u1eddi gian ph\u1ea3n h\u1ed3i v\u00e0 gi\u1ea3i ph\u00e1p. C\u00f3 m\u1ed9t tr\u00ecnh theo d\u00f5i SLA l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ed1i v\u1edbi b\u1ea5t k\u1ef3 c\u00f4ng ty cung c\u1ea5p n\u00e0o. Tr\u00ecnh theo d\u00f5i n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap b\u1ea1n t\u1ea1o v\u00e0 cung c\u1ea5p theo mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh theo c\u00e1c ti\u00eau chu\u1ea9n n\u00e0y. T\u00f3m l\u1ea1i, SLA l\u00e0 x\u01b0\u01a1ng s\u1ed1ng c\u1ee7a b\u1ea5t k\u1ef3 b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u00e0o v\u00e0 c\u00f3 th\u1ec3 t\u1ea1o ra ho\u1eb7c ph\u00e1 v\u1ee1 s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a b\u1ea1n.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng l\u1ee3i \u00edch ch\u00ednh c\u1ee7a vi\u1ec7c theo d\u00f5i m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 v\u00e0 l\u00fd do t\u1ea1i sao SLA n\u00f3i chung l\u1ea1i quan tr\u1ecdng.<\/p>\n

<\/figure>\n

\u0110\u1eb7t ra c\u00e1c nguy\u00ean t\u1eafc r\u00f5 r\u00e0ng<\/em><\/strong><\/span><\/h3>\n

SLA l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o c\u1ea3 hai b\u00ean \u0111\u1ec1u th\u1ed1ng nh\u1ea5t v\u1ec1 c\u00e1c ti\u00eau chu\u1ea9n v\u00e0 d\u1ecbch v\u1ee5. B\u1eb1ng c\u00e1ch \u0111\u01b0a ra th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5, nh\u00e0 cung c\u1ea5p v\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0a ra c\u00e1c k\u1ef3 v\u1ecdng \u0111\u01b0\u1ee3c l\u1eadp th\u00e0nh m\u1ed9t v\u0103n b\u1ea3n r\u00f5 r\u00e0ng. Vi\u1ec7c t\u1ea1o ra c\u00e1c h\u01b0\u1edbng d\u1eabn r\u00f5 r\u00e0ng v\u00e0 c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c l\u00e0 c\u1ea7n thi\u1ebft v\u00ec n\u00f3 l\u00e0m gi\u1ea3m nguy c\u01a1 l\u00e0m kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng v\u00e0 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng s\u1ef1 truy \u0111\u00f2i n\u1ebfu c\u00e1c ngh\u0129a v\u1ee5 kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng.<\/p>\n

SLA cung c\u1ea5p quy\u1ec1n truy \u0111\u00f2i cho c\u00e1c ngh\u0129a v\u1ee5 kh\u00f4ng \u0111\u01b0\u1ee3c ho\u00e0n th\u00e0nh<\/em><\/strong><\/span><\/h3>\n

N\u1ebfu m\u1ed9t nh\u00e0 cung c\u1ea5p kh\u00f4ng \u0111\u00e1p \u1ee9ng c\u00e1c ngh\u0129a v\u1ee5 c\u1ee7a h\u1ecd, s\u1ebd c\u00f3 h\u1eadu qu\u1ea3. Trong SLA c\u1ee7a b\u1ea1n, c\u00e1c h\u00ecnh ph\u1ea1t c\u00f3 th\u1ec3 v\u00e0 n\u00ean \u0111\u01b0\u1ee3c n\u00eau r\u00f5 n\u1ebfu m\u1ed9t b\u00ean kh\u00f4ng \u0111\u00e1p \u1ee9ng c\u00e1c \u0111i\u1ec1u kho\u1ea3n \u0111\u00e3 cam k\u1ebft. Nh\u1eefng h\u00ecnh ph\u1ea1t n\u00e0y c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 c\u00f4ng ty c\u1ee7a b\u1ea1n n\u1ebfu ph\u00e1t sinh t\u1ed5n th\u1ea5t v\u00e0 ch\u00fang c\u0169ng b\u1ea3o v\u1ec7 l\u1ee3i \u00edch t\u1ed1t nh\u1ea5t c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p.<\/p>\n

SLA mang l\u1ea1i s\u1ef1 an t\u00e2m cho kh\u00e1ch h\u00e0ng\u00a0<\/em><\/strong><\/span><\/h3>\n

Khi c\u00f3 SLA, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 an t\u00e2m h\u01a1n v\u00ec c\u00f3 th\u1ec3 quy tr\u00e1ch nhi\u1ec7m cho nh\u00e0 cung c\u1ea5p c\u1ee7a h\u1ecd. SLA n\u1ebfu r\u00f5 chi ti\u1ebft lo\u1ea1i d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c. N\u1ebfu nh\u00e0 cung c\u1ea5p kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u, h\u1ecd c\u00f3 th\u1ec3 nh\u1eadn \u0111\u1ec1n b\u00f9 (b\u1eb1ng ti\u1ec1n) t\u1eeb nh\u00e0 cung c\u1ea5p. \u0110\u1ed1i v\u1edbi nhi\u1ec1u c\u00f4ng ty, \u0111\u00e2y l\u00e0 s\u1ef1 \u0111\u1ea3m b\u1ea3o h\u1ecd c\u1ea7n \u0111\u1ec3 b\u1eaft \u0111\u1ea7u m\u1ed1i quan h\u1ec7 v\u1edbi \u0111\u1ed1i t\u00e1c m\u00e0 h\u1ecd ch\u01b0a t\u1eebng l\u00e0m vi\u1ec7c tr\u01b0\u1edbc \u0111\u00e2y.<\/p>\n

SLA c\u0169ng t\u1ea1o ra c\u00e1c c\u01a1 h\u1ed9i kinh doanh m\u1edbi<\/em><\/strong><\/span><\/h3>\n

Trong nhi\u1ec1u tr\u01b0\u1eddng h\u1ee3p, kh\u00e1ch h\u00e0ng s\u1ebd r\u1eddi b\u1ecf nh\u00e0 cung c\u1ea5p n\u1ebfu h\u1ecd kh\u00f4ng c\u1ea3m th\u1ea5y h\u1ecd \u0111\u01b0\u1ee3c quan t\u00e2m \u0111\u1ea7y \u0111\u1ee7. C\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u01b0\u1eddng t\u00ecm c\u00e1ch b\u1eaft \u0111\u1ea7u c\u00e1c m\u1ed1i quan h\u1ec7 chuy\u00ean nghi\u1ec7p m\u1edbi v\u00ec h\u1ecd \u0111\u00e3 tr\u1ea3i qua d\u1ecbch v\u1ee5 k\u00e9m t\u1eeb m\u1ed9t nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1c v\u00e0 \u0111ang t\u00ecm ki\u1ebfm m\u1ed9t \u0111\u1ed1i t\u00e1c c\u00f3 th\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd t\u1ed1t h\u01a1n.<\/p>\n

Do \u0111\u00f3, vi\u1ec7c t\u1eadn d\u1ee5ng SLA trong kinh doanh c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 b\u00e1n h\u00e0ng m\u1ea1nh m\u1ebd. B\u1eb1ng c\u00e1ch gi\u1ea3i quy\u1ebft nh\u1eefng l\u1ed7 h\u1ed5ng ph\u1ed5 bi\u1ebfn trong c\u00e1c th\u1ecfa thu\u1eadn SLA v\u00e0 t\u1ea1o ra s\u1ef1 minh b\u1ea1ch trong m\u1ed1i quan h\u1ec7, c\u00e1c c\u00f4ng ty d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 nhanh ch\u00f3ng gi\u1ea3i quy\u1ebft c\u00e1c m\u1ed1i quan t\u00e2m chung c\u1ee7a kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 v\u1ea1ch ra r\u00f5 r\u00e0ng c\u00e1ch h\u1ecd \u0111\u1ea3m b\u1ea3o ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 cao.<\/p>\n

C\u00e1c lo\u1ea1i SLA ph\u1ed5 bi\u1ebfn<\/strong><\/span><\/h3>\n

C\u00f3 ba lo\u1ea1i SLA c\u01a1 b\u1ea3n: th\u1ecfa thu\u1eadn c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, n\u1ed9i b\u1ed9 v\u00e0 \u0111a c\u1ea5p.<\/p>\n

Th\u1ecfa thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/em><\/strong><\/p>\n

Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i c\u1ee7a h\u1ecd. \u0110\u00f4i khi n\u00f3 \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 th\u1ecfa thu\u1eadn d\u1ecbch v\u1ee5 b\u00ean ngo\u00e0i.<\/p>\n

Trong th\u1ecfa thu\u1eadn SLA kh\u00e1ch h\u00e0ng, kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111i \u0111\u1ebfn m\u1ed9t th\u1ecfa thu\u1eadn th\u01b0\u01a1ng l\u01b0\u1ee3ng v\u1ec1 c\u00e1c d\u1ecbch v\u1ee5 s\u1ebd \u0111\u01b0\u1ee3c cung c\u1ea5p. V\u00ed d\u1ee5, m\u1ed9t c\u00f4ng ty c\u00f3 th\u1ec3 th\u01b0\u01a1ng l\u01b0\u1ee3ng v\u1edbi nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 c\u00f4ng ngh\u1ec7 th\u00f4ng tin \u0111\u1ec3 t\u1ea1o c\u00e1c \u1ee9ng d\u1ee5ng theo nhu c\u1ea7u c\u1ee7a h\u1ecd.\u00a0<\/p>\n

Th\u1ecfa thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u1ed9i b\u1ed9<\/em><\/strong><\/p>\n

Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u1ed9i b\u1ed9 l\u00e0 gi\u1eefa m\u1ed9t t\u1ed5 ch\u1ee9c v\u00e0 kh\u00e1ch h\u00e0ng trong n\u1ed9i b\u1ed9 c\u1ee7a t\u1ed5 ch\u1ee9c \u0111\u00f3 \u2013 \u0111\u00e2y c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t t\u1ed5 ch\u1ee9c, b\u1ed9 ph\u1eadn ho\u1eb7c chi nh\u00e1nh kh\u00e1c.<\/p>\n

\u00a0\u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 m\u1eb7c d\u00f9 m\u1ed9t c\u00f4ng ty c\u00f3 th\u1ec3 c\u00f3 SLA m\u1edf v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i, th\u00ec c\u00f4ng ty c\u0169ng c\u00f3 th\u1ec3 c\u00f3 SLA ri\u00eang bi\u1ec7t gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn ti\u1ebfp th\u1ecb v\u00e0 b\u00e1n h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n

V\u00ed d\u1ee5, b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng c\u1ee7a m\u1ed9t c\u00f4ng ty c\u00f3 doanh s\u1ed1 b\u00e1n h\u00e0ng tr\u1ecb gi\u00e1 g\u1ea7n 10.000 \u0111\u00f4 la m\u1ed7i th\u00e1ng, v\u1edbi m\u1ed7i l\u1ea7n b\u00e1n h\u00e0ng tr\u1ecb gi\u00e1 500 \u0111\u00f4 la. N\u1ebfu t\u1ef7 l\u1ec7 ch\u1ed1t trung b\u00ecnh c\u1ee7a nh\u00f3m b\u00e1n h\u00e0ng l\u00e0 20%, th\u00ec b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng bi\u1ebft r\u1eb1ng ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb ph\u1ea3i cung c\u1ea5p \u00edt nh\u1ea5t 100 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng m\u1ed7i th\u00e1ng.<\/p>\n

V\u00ec v\u1eady, Marketing Manager c\u1ee7a doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u00e0m vi\u1ec7c v\u1edbi Sales Manager v\u1ec1 SLA quy \u0111\u1ecbnh r\u1eb1ng b\u1ed9 ph\u1eadn Marketing s\u1ebd giao 100 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng cho b\u1ed9 ph\u1eadn kinh doanh v\u00e0o m\u1ed9t ng\u00e0y c\u1ee5 th\u1ec3 h\u00e0ng th\u00e1ng.<\/p>\n

\u00a0Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 n\u00e0y c\u00f3 th\u1ec3 quy \u0111\u1ecbnh r\u1eb1ng n\u00f3 s\u1ebd bao g\u1ed3m b\u1ed1n b\u00e1o c\u00e1o tr\u1ea1ng th\u00e1i h\u00e0ng tu\u1ea7n \u0111\u01b0\u1ee3c g\u1eedi h\u00e0ng th\u00e1ng t\u1eeb ti\u1ebfp th\u1ecb \u0111\u1ebfn b\u00e1n h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng m\u00e0 nh\u00f3m b\u00e1n h\u00e0ng \u0111ang nh\u1eadn \u0111\u01b0\u1ee3c gi\u00fap h\u1ecd \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau doanh s\u1ed1 h\u00e0ng th\u00e1ng.<\/p>\n

Th\u1ecfa thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 \u0111a c\u1ea5p<\/em><\/strong><\/p>\n

Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 \u0111a c\u1ea5p chia th\u1ecfa thu\u1eadn th\u00e0nh c\u00e1c c\u1ea5p \u0111\u1ed9 kh\u00e1c nhau, c\u1ee5 th\u1ec3 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a m\u1ed9t lo\u1ea1t kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<\/p>\n

V\u00ed d\u1ee5: m\u1eb7c d\u00f9 nh\u00e0 cung c\u1ea5p Ph\u1ea7n m\u1ec1m d\u01b0\u1edbi d\u1ea1ng D\u1ecbch v\u1ee5 (Saas) c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 v\u00e0 h\u1ed7 tr\u1ee3 c\u01a1 b\u1ea3n gi\u1ed1ng nhau cho m\u1ecdi ng\u01b0\u1eddi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, h\u1ecd v\u1eabn c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u0111\u1ecbnh gi\u00e1 kh\u00e1c nhau khi mua s\u1ea3n ph\u1ea9m bi\u1ec3u th\u1ecb c\u00e1c m\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1c nhau. Multilevel SLA l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 quan tr\u1ecdng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh v\u00e0 ph\u00e2n bi\u1ec7t c\u00e1c c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 kh\u00e1c nhau.<\/p>\n

12 th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a Th\u1ecfa thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 (SLA)<\/strong><\/p>\n

Nh\u1eefng g\u00ec c\u1ea7n \u0111\u01b0\u1ee3c bao g\u1ed3m trong m\u1ed9t th\u1ecfa thu\u1eadn m\u1ee9c d\u1ecbch v\u1ee5 SLA l\u00e0 g\u00ec<\/strong>? N\u1ebfu c\u00e2u h\u1ecfi n\u00e0y n\u1ea3y sinh trong \u0111\u1ea7u b\u1ea1n, th\u00ec b\u1ea1n n\u00ean ki\u1ec3m tra c\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh sau:<\/p>\n

\u00a0T\u1ed5ng quan v\u1ec1 th\u1ecfa thu\u1eadn<\/p>\n

M\u00f4 t\u1ea3 d\u1ecbch v\u1ee5<\/p>\n

C\u00e1c tr\u01b0\u1eddng h\u1ee3p lo\u1ea1i tr\u1eeb<\/p>\n

Hi\u1ec7u su\u1ea5t d\u1ecbch v\u1ee5<\/p>\n

B\u1ed3i th\u01b0\u1eddng, \u0111\u1ec1n b\u00f9<\/p>\n

C\u00e1c b\u00ean li\u00ean quan<\/p>\n

B\u1ea3o m\u1eadt<\/p>\n

Qu\u1ea3n l\u00fd r\u1ee7i ro v\u00e0 kh\u1eafc ph\u1ee5c h\u1eadu qu\u1ea3 do thi\u00ean tai<\/p>\n

Theo d\u00f5i d\u1ecbch v\u1ee5 v\u00e0 b\u00e1o c\u00e1o<\/p>\n

Quy tr\u00ecnh \u0111\u00e1nh gi\u00e1 v\u00e0 thay \u0111\u1ed5i \u0111\u1ecbnh k\u1ef3<\/p>\n

Quy tr\u00ecnh ch\u1ea5m d\u1ee9t th\u1ecfa thu\u1eadn<\/p>\n

Ch\u1eef k\u00fd<\/p>\n

1.T\u1ed5ng quan v\u1ec1 th\u1ecfa thu\u1eadn: T\u1ed5ng quan v\u1ec1 th\u1ecfa thu\u1eadn ph\u00e1c th\u1ea3o c\u00e1c nguy\u00ean t\u1eafc c\u01a1 b\u1ea3n c\u1ee7a th\u1ecfa thu\u1eadn, ch\u1eb3ng h\u1ea1n nh\u01b0 c\u00e1c b\u00ean trong th\u1ecfa thu\u1eadn, ng\u00e0y b\u1eaft \u0111\u1ea7u v\u00e0 gi\u1edbi thi\u1ec7u chung v\u1ec1 c\u00e1c d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p.<\/p>\n

\u00a02. M\u00f4 t\u1ea3 d\u1ecbch v\u1ee5: SLA ph\u1ea3i c\u00f3 m\u00f4 t\u1ea3 to\u00e0n di\u1ec7n v\u1ec1 t\u1ea5t c\u1ea3 c\u00e1c d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p, ch\u00fang \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n trong ho\u00e0n c\u1ea3nh n\u00e0o v\u00e0 th\u1eddi gian ho\u00e0n th\u00e0nh.<\/p>\n

3. C\u00e1c tr\u01b0\u1eddng h\u1ee3p lo\u1ea1i tr\u1eeb: Danh s\u00e1ch c\u00e1c d\u1ecbch v\u1ee5 b\u1ecb lo\u1ea1i tr\u1eeb c\u0169ng ph\u1ea3i \u0111\u01b0\u1ee3c gi\u1ea3i th\u00edch r\u00f5 r\u00e0ng v\u00e0 tr\u00e1nh g\u00e2y nh\u1ea7m l\u1eabn v\u00e0 gi\u1ea3 \u0111\u1ecbnh t\u1eeb b\u00ean kia.<\/p>\n

\u00a04. Hi\u1ec7u su\u1ea5t d\u1ecbch v\u1ee5: C\u1ea3 kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 ph\u1ea3i d\u00f9ng th\u1ed1ng nh\u1ea5t v\u1ec1 s\u1ed1 li\u1ec7u c\u1ee5 th\u1ec3 \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 hi\u1ec7u su\u1ea5t.<\/p>\n

\u00a05. Kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1: Kho\u1ea3n b\u1ed3i th\u01b0\u1eddng c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh, bao g\u1ed3m c\u1ea3 t\u1ef7 l\u1ec7 tr\u1ea3 chi tr\u1ea3 n\u1ebfu kh\u00f4ng th\u1ec3 ho\u00e0n th\u00e0nh ngh\u0129a v\u1ee5 c\u1ee7a h\u1ecd.<\/p>\n

\u00a06. C\u00e1c b\u00ean li\u00ean quan: M\u1ed9t SLA ph\u1ea3i x\u00e1c \u0111\u1ecbnh r\u00f5 c\u00e1c b\u00ean li\u00ean quan v\u00e0 tr\u00e1ch nhi\u1ec7m t\u01b0\u01a1ng \u1ee9ng c\u1ee7a h\u1ecd trong th\u1ecfa thu\u1eadn.<\/p>\n

\u00a07. B\u1ea3o m\u1eadt: SLA c\u0169ng ph\u1ea3i bao g\u1ed3m t\u1ea5t c\u1ea3 c\u00e1c bi\u1ec7n ph\u00e1p b\u1ea3o m\u1eadt m\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 s\u1ebd th\u1ef1c hi\u1ec7n, bao g\u1ed3m s\u1ef1 \u0111\u1ed3ng thu\u1eadn v\u1ec1 c\u00e1c th\u1ecfa thu\u1eadn ch\u1ed1ng tr\u1ed9m c\u1eafp v\u00e0 b\u1ea3o m\u1eadt.<\/p>\n

8. Qu\u1ea3n l\u00fd r\u1ee7i ro v\u00e0 kh\u1eafc ph\u1ee5c h\u1eadu qu\u1ea3 thi\u00ean tai: C\u00e1c k\u1ebf ho\u1ea1ch v\u00e0 quy tr\u00ecnh qu\u1ea3n l\u00fd r\u1ee7i ro v\u00e0 kh\u1eafc ph\u1ee5c th\u1ea3m h\u1ecda c\u0169ng ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u01b0a ra trong tr\u01b0\u1eddng h\u1ee3p kh\u00f4ng l\u01b0\u1eddng tr\u01b0\u1edbc \u0111\u01b0\u1ee3c.<\/p>\n

\u00a09. Theo d\u00f5i d\u1ecbch v\u1ee5 v\u00e0 b\u00e1o c\u00e1o: Ph\u1ea7n theo d\u00f5i v\u00e0 b\u00e1o c\u00e1o d\u1ecbch v\u1ee5 bao g\u1ed3m c\u1ea5u tr\u00fac b\u00e1o c\u00e1o, kho\u1ea3ng th\u1eddi gian theo d\u00f5i v\u00e0 c\u00e1c b\u00ean li\u00ean quan tham gia v\u00e0o th\u1ecfa thu\u1eadn.<\/p>\n

\u00a010. Quy tr\u00ecnh \u0111\u00e1nh gi\u00e1 v\u00e0 thay \u0111\u1ed5i \u0111\u1ecbnh k\u1ef3: B\u1ea1n ph\u1ea3i th\u01b0\u1eddng xuy\u00ean xem x\u00e9t SLA v\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh (KPI) \u0111\u00e3 \u0111\u01b0\u1ee3c ch\u1ea5p nh\u1eadn \u0111\u1ec3 ng\u0103n ch\u1eb7n ho\u1eb7c s\u1eeda ch\u1eefa nh\u1eefng sai l\u1ea7m v\u00e0 th\u1ef1c hi\u1ec7n thay \u0111\u1ed5i.<\/p>\n

\u00a011. Quy tr\u00ecnh ch\u1ea5m d\u1ee9t: \u0110\u1ec3 tr\u00e1nh xung \u0111\u1ed9t v\u1ec1 l\u1ecbch tr\u00ecnh, SLA c\u0169ng n\u00ean x\u00e1c \u0111\u1ecbnh c\u00e1c tr\u01b0\u1eddng h\u1ee3p m\u00e0 th\u1ecfa thu\u1eadn c\u00f3 th\u1ec3 b\u1ecb ch\u1ea5m d\u1ee9t s\u1edbm ho\u1eb7c s\u1ebd h\u1ebft h\u1ea1n. Thi\u1ebft l\u1eadp th\u1eddi gian th\u00f4ng b\u00e1o t\u1eeb m\u1ed7i b\u00ean c\u0169ng l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft.\u00a0<\/p>\n

12. Ch\u1eef k\u00fd: Cu\u1ed1i c\u00f9ng, t\u1ea5t c\u1ea3 c\u00e1c b\u00ean li\u00ean quan v\u00e0 nh\u1eefng ng\u01b0\u1eddi tham gia \u0111\u01b0\u1ee3c \u1ee7y quy\u1ec1n ph\u1ea3i l\u00e0m cho th\u1ecfa thu\u1eadn h\u1ee3p ph\u00e1p b\u1eb1ng c\u00e1ch k\u00fd v\u00e0o v\u0103n b\u1ea3n.<\/p>\n

Tr\u00ean \u0111\u00e2y l\u00e0 nh\u1eefng chia s\u1ebb v\u1ec1 SLA l\u00e0 g\u00ec <\/strong>c\u0169ng nh\u01b0 c\u00e1c th\u00e0nh ph\u1ea7n n\u00ean c\u00f3 trong th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5. Hi v\u1ecdng b\u00e0i vi\u1ebft \u0111\u00e3 \u0111em \u0111\u1ebfn cho b\u1ea1n c\u00e1c th\u00f4ng tin th\u1ef1c s\u1ef1 h\u1eefu \u00edch.\u00a0<\/p>\n

\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

SLA l\u00e0 g\u00ec<\/strong>? SLA l\u00e0 t\u1eeb vi\u1ebft t\u1eaft c\u1ee7a Service Level Agreement. H\u00e3y c\u00f9ng \u0111\u1ecdc ti\u1ebfp n\u1ed9i dung sau \u0111\u1ec3 hi\u1ec3u v\u1ec1 thu\u1eadt ng\u1eef n\u00e0y nh\u00e9.\u00a0<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[429],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/11847"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=11847"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/11847\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=11847"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=11847"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=11847"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}