{"id":7179,"date":"2024-05-22T14:38:28","date_gmt":"2024-05-22T07:38:28","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=7179"},"modified":"2024-08-21T16:08:10","modified_gmt":"2024-08-21T09:08:10","slug":"sla-la-gi","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/sla-la-gi\/","title":{"rendered":"SLA l\u00e0 g\u00ec? C\u00e1c th\u00e0nh ph\u1ea7n c\u01a1 b\u1ea3n v\u00e0 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn doanh nghi\u1ec7p"},"content":{"rendered":"\n<p>Trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 b\u00f9ng n\u1ed5, c\u00e1c doanh nghi\u1ec7p ng\u00e0y c\u00e0ng ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1c d\u1ecbch v\u1ee5 cung c\u1ea5p b\u1edfi b\u00ean th\u1ee9 ba. \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 th\u00fac \u0111\u1ea9y m\u1ed1i quan h\u1ec7 h\u1ee3p t\u00e1c hi\u1ec7u qu\u1ea3, <strong>Th\u1ecfa thu\u1eadn M\u1ee9c \u0111\u1ed9 D\u1ecbch v\u1ee5 (SLA)<\/strong> \u0111\u00f3ng vai tr\u00f2 v\u00f4 c\u00f9ng quan tr\u1ecdng.<\/p>\n\n\n\n<p>B\u00e0i vi\u1ebft n\u00e0y s\u1ebd \u0111i s\u00e2u ph\u00e2n t\u00edch <strong>b\u1ea3n ch\u1ea5t<\/strong>, <strong>th\u00e0nh ph\u1ea7n c\u01a1 b\u1ea3n<\/strong> v\u00e0 <strong>t\u00e1c \u0111\u1ed9ng to l\u1edbn<\/strong> c\u1ee7a SLA \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p. H\u00e3y c\u00f9ng kh\u00e1m ph\u00e1 vai tr\u00f2 thi\u1ebft y\u1ebfu c\u1ee7a SLA trong vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 h\u1ee3p t\u00e1c hi\u1ec7u qu\u1ea3 v\u00e0 th\u00fac \u0111\u1ea9y th\u00e0nh c\u00f4ng cho doanh nghi\u1ec7p trong m\u00f4i tr\u01b0\u1eddng kinh doanh n\u0103ng \u0111\u1ed9ng hi\u1ec7n nay.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"0\">1. SLA l\u00e0 g\u00ec?<\/h2>\n\n\n\n<p><strong>Service Level Agreement (SLA \u2013 t\u1ea1m d\u1ecbch l\u00e0 Th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5) l\u00e0 cam k\u1ebft gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 \u0111\u00f3. Cam k\u1ebft n\u00e0y kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf kh\u00eda c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng m\u00e0 c\u00f2n bao g\u1ed3m nh\u1eefng y\u1ebfu t\u1ed1 nh\u01b0 s\u1ed1 l\u01b0\u1ee3ng, t\u00ednh kh\u1ea3 d\u1ee5ng, tr\u00e1ch nhi\u1ec7m c\u1ee7a nh\u00e0 cung c\u1ea5p,\u2026 \u0111\u01b0\u1ee3c th\u1ecfa thu\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng.<\/strong><\/p>\n\n\n\n<p>SLA th\u01b0\u1eddng \u0111i k\u00e8m v\u1edbi c\u00e1c h\u00ecnh th\u1ee9c x\u1eed ph\u1ea1t tr\u00e1ch nhi\u1ec7m n\u1ebfu nh\u00e0 cung c\u1ea5p kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u00fang c\u00e1c y\u1ebfu t\u1ed1 \u0111\u00e3 cam k\u1ebft. V\u00ed d\u1ee5, m\u1ed9t c\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed cam k\u1ebft s\u1ebd ho\u00e0n ti\u1ec1n v\u1eadn chuy\u1ec3n cho kh\u00e1ch h\u00e0ng n\u1ebfu h\u1ecd kh\u00f4ng giao h\u00e0ng trong v\u00f2ng 2 ti\u1ebfng k\u1ec3 t\u1eeb th\u1eddi gian kh\u00e1ch \u0111\u1eb7t h\u00e0ng \u2013 theo nh\u01b0 cam k\u1ebft ch\u00ednh th\u1ee9c tr\u00ean website c\u00f4ng ty.<\/p>\n\n\n\n<p>M\u1eb7c d\u00f9 Th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 (SLA) \u0111\u01b0\u1ee3c cho l\u00e0 b\u1eaft ngu\u1ed3n t\u1eeb c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 Internet, nh\u01b0ng hi\u1ec7n nay t\u1eeb kh\u00f3a n\u00e0y \u0111\u00e3 r\u1ea5t ph\u1ed5 bi\u1ebfn trong th\u1ebf gi\u1edbi c\u00f4ng ngh\u1ec7 th\u00f4ng tin v\u00e0 c\u00f2n v\u01b0\u01a1n xa h\u01a1n n\u1eefa. R\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p l\u1edbn nh\u1ecf tr\u00ean th\u1ebf gi\u1edbi \u0111\u00e3 s\u1eed d\u1ee5ng SLA trong ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n tr\u1ecb n\u1ed9i b\u1ed9 c\u1ee7a m\u00ecnh \u2013 nh\u01b0 m\u1ed9t c\u00e1ch \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o SLA \u0111\u00e3 cam k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>\u0110\u00f3 l\u00e0 b\u1edfi c\u00e1c ph\u00f2ng ban, \u0111\u1ed9i nh\u00f3m trong n\u1ed9i b\u1ed9 trong doanh nghi\u1ec7p th\u01b0\u1eddng xuy\u00ean c\u1ea7n th\u1ef1c hi\u1ec7n c\u00e1c nhi\u1ec7m v\u1ee5 li\u00ean k\u1ebft v\u1edbi nhau, b\u1ed9 ph\u1eadn n\u00e0y tr\u1edf th\u00e0nh \u201ckh\u00e1ch h\u00e0ng\u201d c\u1ee7a b\u1ed9 ph\u1eadn kh\u00e1c v\u00e0 b\u1ecb \u1ea3nh h\u01b0\u1edfng hi\u1ec7u su\u1ea5t t\u1eeb ch\u00ednh \u201cnh\u00e0 cung c\u1ea5p\u201d \u0111\u00f3. Ph\u01b0\u01a1ng ph\u00e1p t\u1ed1t nh\u1ea5t \u0111\u1ec3 qu\u1ea3n l\u00fd v\u00e0 t\u1ed1i \u01b0u ho\u1ea1t \u0111\u1ed9ng c\u1ed9ng t\u00e1c n\u00e0y ch\u00ednh l\u00e0 th\u00f4ng qua theo d\u00f5i SLA.<\/p>\n\n\n\n<p>L\u1ea5y v\u00ed d\u1ee5 v\u1ec1 Quy tr\u00ecnh x\u1eed l\u00fd h\u1ee3p \u0111\u1ed3ng v\u1edbi 6 b\u01b0\u1edbc l\u1ea7n l\u01b0\u1ee3t. N\u1ebfu doanh nghi\u1ec7p \u0111\u00e3 cam k\u1ebft s\u1ebd ho\u00e0n t\u1ea5t m\u1ecdi th\u1ee7 t\u1ee5c cho kh\u00e1ch h\u00e0ng trong v\u00f2ng 48 gi\u1edd, khi \u0111\u01b0a v\u00e0o n\u1ed9i b\u1ed9 s\u1ebd chia nh\u1ecf th\u00e0nh 6 SLA t\u01b0\u01a1ng \u1ee9ng cho c\u00e1c b\u1ed9 ph\u1eadn:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"753\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-1024x753.png\" alt=\"Quy tr\u00ecnh x\u1eed l\u00fd h\u1ee3p \u0111\u1ed3ng\" class=\"wp-image-7184\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-1024x753.png 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-300x221.png 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-768x565.png 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA.png 1287w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Quy tr\u00ecnh x\u1eed l\u00fd h\u1ee3p \u0111\u1ed3ng<\/em><\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"1\">2. \u00dd ngh\u0129a c\u1ee7a vi\u1ec7c theo d\u00f5i SLA n\u1ed9i b\u1ed9 trong doanh nghi\u1ec7p?<\/h2>\n\n\n\n<p>D\u00f9 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng hay trong n\u1ed9i b\u1ed9 doanh nghi\u1ec7p, b\u1ea3n ch\u1ea5t c\u1ee7a SLA \u0111\u1ec1u l\u00e0 ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t. N\u00f3 \u0111i k\u00e8m h\u1ec7 th\u1ed1ng ti\u00eau chu\u1ea9n \u0111\u00e3 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh tr\u01b0\u1edbc v\u00e0 c\u00e1c h\u00ecnh th\u1ee9c ch\u1ecbu tr\u00e1ch nhi\u1ec7m \u0111\u00e3 \u0111\u01b0\u1ee3c c\u1ea3 hai b\u00ean \u0111\u1ed3ng \u00fd.<\/p>\n\n\n\n<p>C\u00f3 m\u1ed9t s\u1ef1 kh\u00e1c bi\u1ec7t l\u1edbn gi\u1eefa qu\u1ea3n l\u00fd theo lu\u1ed3ng quy tr\u00ecnh v\u00e0 qu\u1ea3n l\u00fd theo ki\u1ec3u d\u1ef1 \u00e1n. C\u00e1c d\u1ef1 \u00e1n th\u01b0\u1eddng l\u00e0 t\u1eadp h\u1ee3p c\u00e1c nhi\u1ec7m v\u1ee5 ri\u00eang l\u1ebb v\u00e0 kh\u00f4ng th\u1ec3 \u0111o\u00e1n tr\u01b0\u1edbc. C\u00f2n c\u00e1c quy tr\u00ecnh \u0111\u00e3 \u0111\u01b0\u1ee3c doanh nghi\u1ec7p x\u00e2y d\u1ef1ng s\u1eb5n n\u1ed9i dung b\u00ean trong, m\u1ecdi th\u1ee9 c\u00f3 th\u1ec3 d\u1ef1 \u0111o\u00e1n \u0111\u01b0\u1ee3c v\u00e0 d\u1ec5 d\u00e0ng ki\u1ec3m so\u00e1t h\u01a1n.<\/p>\n\n\n\n<p>B\u1edfi v\u1eady, mu\u1ed1n theo d\u00f5i SLA trong n\u1ed9i b\u1ed9 doanh nghi\u1ec7p, h\u00ecnh th\u1ee9c t\u1ed1t nh\u1ea5t l\u00e0 theo d\u00f5i th\u00f4ng qua lu\u1ed3ng quy tr\u00ecnh.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/flowchart\/\" target=\"_blank\" rel=\"noreferrer noopener\">Flowchart l\u00e0 g\u00ec? 5 b\u01b0\u1edbc v\u1ebd l\u01b0u \u0111\u1ed3 quy tr\u00ecnh cho doanh nghi\u1ec7p<\/a><\/p>\n\n\n\n<p><strong>D\u1ec5 th\u1ea5y nh\u1ea5t, vi\u1ec7c theo d\u00f5i SLA n\u1ed9i b\u1ed9 s\u1ebd gi\u00fap t\u0103ng n\u0103ng su\u1ea5t lao \u0111\u1ed9ng trong doanh nghi\u1ec7p, \u0111\u1eb7c bi\u1ec7t l\u00e0 \u1edf c\u00e1c quy tr\u00ecnh nghi\u1ec7p v\u1ee5 c\u00f3 s\u1ef1 c\u1ed9ng t\u00e1c gi\u1eefa nhi\u1ec1u ng\u01b0\u1eddi, nhi\u1ec1u ph\u00f2ng ban.&nbsp;<\/strong>C\u00f9ng ph\u00e2n t\u00edch r\u00f5 h\u01a1n v\u1ec1 hi\u1ec7u qu\u1ea3 c\u1ee7a vi\u1ec7c theo d\u00f5i SLA n\u00e0y:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u0103ng hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c c\u1ee7a c\u00e1c quy tr\u00ecnh, \u0111\u1ea3m b\u1ea3o t\u1ed1t h\u01a1n c\u00e1c SLA cam k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng<\/li>\n\n\n\n<li>Th\u00fac \u0111\u1ea9y m\u1ed1i quan h\u1ec7 t\u1ed1t \u0111\u1eb9p trong n\u1ed9i b\u1ed9 b\u1edfi m\u1ecdi tr\u00e1ch nhi\u1ec7m, l\u1ee3i \u00edch \u0111\u00e3 \u0111\u01b0\u1ee3c l\u00e0m r\u00f5 tr\u00ean \u201cgi\u1ea5y tr\u1eafng m\u1ef1c \u0111en\u201d<\/li>\n\n\n\n<li>D\u1ec5 ph\u00e1t hi\u1ec7n c\u00e1c c\u00f4ng vi\u1ec7c b\u1ecb tr\u1ec5 <a href=\"https:\/\/base.vn\/blog\/deadline-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">deadline<\/a> c\u1ee7a nh\u00e2n vi\u00ean \u0111\u1ec3 c\u00f3 bi\u1ec7n ph\u00e1p h\u1ed7 tr\u1ee3 k\u1ecbp th\u1eddi<\/li>\n\n\n\n<li>D\u1ec5 ph\u00e1t hi\u1ec7n c\u00e1c&nbsp;n\u00fat c\u1ed5 chai&nbsp;l\u00e0m t\u1eafc ngh\u1ebdn quy tr\u00ecnh (thi\u1ebfu nh\u00e2n l\u1ef1c, ph\u00e2n b\u1ed5 t\u00e0i nguy\u00ean kh\u00f4ng h\u1ee3p l\u00fd,\u2026) \u0111\u1ec3 c\u00f3 bi\u1ec7n ph\u00e1p x\u1eed l\u00fd trong c\u1ea3 ng\u1eafn h\u1ea1n v\u00e0 d\u00e0i h\u1ea1n, r\u00fat ra b\u00e0i h\u1ecdc kinh nghi\u1ec7m nh\u1eb1m c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>D\u1ec5 \u0111o l\u01b0\u1eddng n\u0103ng l\u1ef1c th\u1ef1c t\u1ebf c\u1ee7a nh\u00e2n vi\u00ean \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t \u0111\u1ecbnh k\u1ef3 v\u00e0 th\u01b0\u1edfng ph\u1ea1t kh\u00e1ch quan.<\/li>\n\n\n\n<li>D\u1ec5 nh\u1eadn \u0111\u1ecbnh \u0111\u00e2u l\u00e0 nh\u1eefng \u0111\u1ed9i nh\u00f3m, c\u00e1 nh\u00e2n c\u00f3 th\u00e0nh t\u00edch n\u1ed5i b\u1eadt\/y\u1ebfu k\u00e9m h\u01a1n so v\u1edbi m\u1eb7t b\u1eb1ng chung \u0111\u1ec3 khen th\u01b0\u1edfng, h\u1ecdc h\u1ecfi, \u0111\u00e0o t\u1ea1o th\u00eam,\u2026<\/li>\n\n\n\n<li>T\u1ea1o ra m\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c chuy\u00ean nghi\u1ec7p v\u00e0 minh b\u1ea1ch. Nh\u00e2n vi\u00ean bi\u1ebft s\u1eafp x\u1ebfp th\u1ee9 t\u1ef1 \u01b0u ti\u00ean c\u00f4ng vi\u1ec7c t\u1ed1t h\u01a1n, bi\u1ebft \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau v\u00e0 ti\u00eau chu\u1ea9n th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c, g\u1eafn b\u00f3 v\u1edbi c\u1ea5p tr\u00ean h\u01a1n th\u00f4ng qua c\u00e1c bu\u1ed5i g\u00f3p \u00fd v\u1ec1 SLA,\u2026<\/li>\n\n\n\n<li>Gi\u00fap c\u1ea3i thi\u1ec7n to\u00e0n b\u1ed9 h\u1ec7 th\u1ed1ng v\u1eadn h\u00e0nh c\u1ee7a doanh nghi\u1ec7p, b\u1edfi c\u00e1c chu\u1ea9n m\u1ef1c \u0111\u01b0\u1ee3c \u0111\u01b0a ra t\u1eeb kinh nghi\u1ec7m tr\u01b0\u1edbc \u0111\u00f3 l\u00e0 t\u00e0i s\u1ea3n v\u00f4 gi\u00e1.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-1024x576.jpg\" alt=\"SLA l\u00e0 g\u00ec\" class=\"wp-image-7201\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-1024x576.jpg 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-300x169.jpg 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-768x432.jpg 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA-1536x864.jpg 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/SLA.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"2\">3. Theo d\u00f5i SLA c\u1ee7a nh\u00e2n s\u1ef1 trong doanh nghi\u1ec7p nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n\n\n\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 b\u1ea3n h\u01b0\u1edbng d\u1eabn chi ti\u1ebft v\u1ec1 quy tr\u00ecnh thi\u1ebft l\u1eadp, theo d\u00f5i SLA c\u1ee7a nh\u00e2n s\u1ef1 (\u0111i k\u00e8m c\u00e1c l\u01b0u \u00fd quan tr\u1ecdng). B\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 tham kh\u1ea3o \u00e1p d\u1ee5ng cho doanh nghi\u1ec7p m\u00ecnh.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-1-quy-trinh-thi\u1ebft-l\u1eadp-va-theo-doi-sla-c\u1ee7a-nhan-s\u1ef1-trong-doanh-nghi\u1ec7p\">3.1. Quy tr\u00ecnh thi\u1ebft l\u1eadp v\u00e0 theo d\u00f5i SLA c\u1ee7a nh\u00e2n s\u1ef1 trong doanh nghi\u1ec7p<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-1-xac-d\u1ecbnh-yeu-c\u1ea7u-va-k\u1ef3-v\u1ecdng-c\u1ee7a-cac-ben-trong-n\u1ed9i-b\u1ed9\">B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh y\u00eau c\u1ea7u v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a c\u00e1c b\u00ean trong n\u1ed9i b\u1ed9<\/h4>\n\n\n\n<p>Ch\u00eca kh\u00f3a c\u1ee7a b\u01b0\u1edbc n\u00e0y l\u00e0 t\u00ecm ra c\u00e1c y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i gi\u00fap ph\u1ea3n \u00e1nh ch\u00ednh x\u00e1c hi\u1ec7u su\u1ea5t c\u1ee7a m\u1ed9t nh\u00e2n s\u1ef1, v\u1edbi \u0111i\u1ec1u ki\u1ec7n ch\u00fang ph\u1ea3i \u0111o l\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch \u0111\u01b0\u1ee3c.<\/p>\n\n\n\n<p>B\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o c\u01a1 h\u1ed9i cho nh\u00e2n s\u1ef1 trong doanh nghi\u1ec7p \u0111\u00f3ng g\u00f3p \u00fd ki\u1ebfn b\u1eb1ng c\u00e1ch t\u1ed5 ch\u1ee9c m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t nh\u1ecf ho\u1eb7c cu\u1ed9c h\u1ecdp n\u1ed9i b\u1ed9. \u0110\u1eebng qu\u00ean chu\u1ea9n b\u1ecb s\u1eb5n m\u1ed9t s\u1ed1 b\u00e1o c\u00e1o hi\u1ec7u su\u1ea5t c\u1ee7a doanh nghi\u1ec7p trong th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i \u0111\u1ec3 l\u00e0m tham chi\u1ebfu, \u0111\u1ea3m b\u1ea3o nh\u1eefng y\u00eau c\u1ea7u mang t\u00ednh th\u1ef1c t\u1ebf v\u00e0 k\u1ef3 v\u1ecdng kh\u00f4ng qu\u00e1 vi\u1ec3n v\u00f4ng.<\/p>\n\n\n\n<p>Th\u00eam v\u00e0o \u0111\u00f3, c\u00f3 th\u1ec3 n\u00f3i chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng, \u0111\u1ed1i t\u00e1c,\u2026 b\u00ean ngo\u00e0i v\u00e0 nh\u1eadn v\u1ec1 c\u00e1c ph\u1ea3n h\u1ed3i mang t\u00ednh x\u00e2y d\u1ef1ng. Doanh nghi\u1ec7p b\u1ea1n \u0111ang l\u00e0m t\u1ed1t \u0111i\u1ec1u g\u00ec? B\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng c\u00f3 \u0111ang cung c\u1ea5p c\u00e1c tr\u1ea3i nghi\u1ec7m h\u00e0i l\u00f2ng kh\u00f4ng? V\u00e0 b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m g\u00ec \u0111\u1ec3 m\u1ecdi th\u1ee9 \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u01a1n n\u1eefa?<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-2-th\u1ed1ng-nh\u1ea5t-cac-sla\">B\u01b0\u1edbc 2. Th\u1ed1ng nh\u1ea5t c\u00e1c SLA<\/h4>\n\n\n\n<p>\u0110\u1eebng \u0111\u1ec3 doanh nghi\u1ec7p m\u1eafc ph\u1ea3i t\u00ecnh tr\u1ea1ng qu\u00e1 t\u1ea3i SLA, nh\u01b0ng s\u1ed1 l\u01b0\u1ee3ng n\u00e0y c\u0169ng c\u1ea7n v\u1eeba \u0111\u1ee7 \u0111\u1ec3 ho\u00e0n th\u00e0nh c\u00e1c m\u1ee5c ti\u00eau kinh doanh c\u1ee7a b\u1ea1n.<\/p>\n\n\n\n<p>N\u1ebfu c\u00f3 b\u1ea5t k\u1ef3 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t (v\u00ed d\u1ee5 nh\u01b0 KPI) n\u00e0o \u0111ang \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng, h\u00e3y c\u00e2n nh\u1eafc \u0111\u01b0a ch\u00fang v\u00e0o th\u00e0nh m\u1ed9t SLA.&nbsp;<\/p>\n\n\n\n<p>SLA ph\u1ea3i \u0111\u01b0\u1ee3c t\u1ea5t c\u1ea3 c\u00e1c b\u00ean li\u00ean quan \u0111\u1ed3ng \u00fd, n\u00ean l\u1ef1a ch\u1ecdn ph\u1ed5 bi\u1ebfn nh\u1ea5t l\u00e0 con s\u1ed1 trung b\u00ecnh. V\u00ed d\u1ee5: B\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng mu\u1ed1n \u0111\u00e1p \u1ee9ng y\u00eau c\u1ea7u s\u1eeda ch\u1eefa cho ng\u01b0\u1eddi d\u00f9ng ch\u1ec9 trong m\u1ed9t ng\u00e0y, nh\u01b0ng b\u1ed9 ph\u1eadn k\u1ef9 thu\u1eadt l\u1ea1i c\u1ea7n t\u1edbi 5 ng\u00e0y \u0111\u1ec3 thao t\u00e1c th\u00e0nh c\u00f4ng. Trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y, 3 ng\u00e0y l\u00e0 m\u1ed9t SLA ph\u00f9 h\u1ee3p.<\/p>\n\n\n\n<p>Sau khi \u0111\u01b0\u1ee3c th\u1ed1ng nh\u1ea5t, c\u00e1c SLA n\u00ean \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o v\u0103n b\u1ea3n ho\u1eb7c quy \u0111\u1ecbnh trong ch\u00ednh s\u00e1ch c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap SLA l\u00e0m t\u1ed1t vai tr\u00f2 x\u00e1c \u0111\u1ecbnh tr\u00e1ch nhi\u1ec7m v\u00e0 quy\u1ec1n l\u1ee3i c\u1ee7a n\u00f3.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-3-thi\u1ebft-l\u1eadp-h\u1ec7-th\u1ed1ng-ph\u1ea7n-th\u01b0\u1edfng-hinh-ph\u1ea1t-cho-vi\u1ec7c-tuan-th\u1ee7-khong-tuan-th\u1ee7-sla\">B\u01b0\u1edbc 3. Thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng ph\u1ea7n th\u01b0\u1edfng\/h\u00ecnh ph\u1ea1t cho vi\u1ec7c tu\u00e2n th\u1ee7\/kh\u00f4ng tu\u00e2n th\u1ee7 SLA<\/h4>\n\n\n\n<p>H\u1ec7 th\u1ed1ng ph\u1ea7n th\u01b0\u1edfng v\u00e0 h\u00ecnh ph\u1ea1t xoay quanh SLA ch\u00ednh l\u00e0 \u201c\u0111\u1ed9ng c\u01a1\u201d gi\u00fap nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n tu\u00e2n th\u1ee7 SLA n\u1ed9i b\u1ed9 m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t.<\/p>\n\n\n\n<p>H\u00ecnh ph\u1ea1t cho h\u00e0nh vi vi ph\u1ea1m SLA theo m\u1ee9c \u0111\u1ed9 t\u0103ng d\u1ea7n l\u00e0 nh\u1eafc nh\u1edf, c\u1ea3nh c\u00e1o tr\u1ef1c ti\u1ebfp, ghi nh\u1eadn bi\u00ean b\u1ea3n s\u1ef1 v\u1ee5, gi\u1ea3m ti\u1ec1n th\u01b0\u1edfng,\u2026 Ph\u1ea7n th\u01b0\u1edfng \u0111i\u1ec3n h\u00ecnh c\u00f3 th\u1ec3 bao g\u1ed3m l\u1eddi khen 1-1, tuy\u00ean d\u01b0\u01a1ng tr\u01b0\u1edbc t\u1eadp th\u1ec3, t\u0103ng l\u01b0\u01a1ng th\u01b0\u1edfng,\u2026 C\u00e1c h\u00ecnh th\u1ee9c th\u01b0\u1edfng ph\u1ea1t n\u00e0y kh\u00f4ng n\u00ean qu\u00e1 n\u1eb7ng n\u1ec1, ch\u1ec9 c\u1ea7n mang t\u00ednh ch\u1ea5t&nbsp;t\u1ea1o \u0111\u1ed9ng l\u1ef1c cho nh\u00e2n vi\u00ean.<\/p>\n\n\n\n<p>L\u01b0u \u00fd r\u1eb1ng m\u1ed9t v\u00e0i s\u1ef1 c\u1ed1 ngo\u00e0i mong mu\u1ed1n c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng t\u1edbi SLA, ch\u1eb3ng h\u1ea1n nh\u01b0 s\u1ef1 sai s\u00f3t c\u1ee7a d\u1ecbch v\u1ee5 v\u1eadn chuy\u1ec3n ho\u1eb7c \u0111\u01a1n gi\u1ea3n l\u00e0 gi\u00e1n \u0111o\u1ea1n \u0111\u01b0\u1eddng truy\u1ec1n Internet b\u1ecb gi\u00e1n \u0111o\u1ea1n.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-4-tri\u1ec3n-khai-h\u1ec7-th\u1ed1ng-theo-doi-va-cac-cong-c\u1ee5-d\u1ec3-giam-sat-sla\">B\u01b0\u1edbc 4. Tri\u1ec3n khai h\u1ec7 th\u1ed1ng theo d\u00f5i v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 \u0111\u1ec3 gi\u00e1m s\u00e1t SLA<\/h4>\n\n\n\n<p>\u0110\u1ec3 nh\u00e2n vi\u00ean c\u00f3 \u00fd th\u1ee9c tu\u00e2n th\u1ee7 SLA v\u00e0 nh\u00e0 qu\u1ea3n l\u00fd n\u1eafm \u0111\u01b0\u1ee3c c\u00e1c th\u00f4ng s\u1ed1 b\u00e1o c\u00e1o, m\u1ed9t h\u1ec7 th\u1ed1ng gi\u00e1m s\u00e1t n\u1ed9i b\u1ed9 c\u1ea7n \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp.<\/p>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi m\u1ed9t s\u1ed1 doanh nghi\u1ec7p, m\u1ed9t b\u1ea3ng t\u00ednh Excel \u0111\u01a1n gi\u1ea3n c\u00f9ng m\u1ed9t b\u1ed9 ph\u1eadn chuy\u00ean tr\u00e1ch l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng g\u00ec c\u1ea7n thi\u1ebft \u0111\u1ec3 theo d\u00f5i v\u00e0 \u0111o l\u01b0\u1eddng SLA. Tuy nhi\u00ean, c\u00f4ng vi\u1ec7c n\u00e0y kh\u00f4ng h\u1ec1 d\u1ec5 d\u00e0ng, b\u1edfi c\u00f3 r\u1ea5t nhi\u1ec1u d\u1eef li\u1ec7u th\u00f4 c\u1ea7n tr\u00edch xu\u1ea5t v\u00e0 vi\u1ec7c t\u00ednh to\u00e1n c\u1ea7n t\u1edbi h\u00e0ng lo\u1ea1t c\u00f4ng th\u1ee9c Excel ph\u1ee9c t\u1ea1p. Th\u00eam v\u00e0o \u0111\u00f3, m\u1ed9t ng\u01b0\u1eddi kh\u00f3 c\u00f3 th\u1ec3 tham gia v\u00e0o t\u1ea5t c\u1ea3 c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9 (\u0111\u1eb7c bi\u1ec7t l\u00e0 quy tr\u00ecnh li\u00ean ph\u00f2ng ban) \u0111\u1ec3 theo d\u00f5i s\u00e1t sao t\u1eebng nhi\u1ec7m v\u1ee5.<\/p>\n\n\n\n<p>\u0110\u00e2y l\u00e0 l\u00fac doanh nghi\u1ec7p c\u1ea7n \u0111\u00e1nh gi\u00e1 l\u1ea1i c\u00e1c ngu\u1ed3n l\u1ef1c (nh\u00e2n l\u1ef1c, th\u1eddi gian,\u2026) d\u00e0nh ra cho vi\u1ec7c theo d\u00f5i th\u1ee7 c\u00f4ng n\u00e0y. N\u1ebfu chi ph\u00ed b\u1ecf ra b\u1eb1ng ho\u1eb7c v\u01b0\u1ee3t qu\u00e1 l\u1ee3i \u00edch thu v\u1ec1 t\u1eeb vi\u1ec7c SLA gi\u00fap t\u0103ng hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c, th\u00ec r\u00f5 r\u00e0ng doanh nghi\u1ec7p kh\u00f4ng n\u00ean ti\u1ebfp t\u1ee5c ch\u1ecbu \u201cl\u1ed7\u201d.<\/p>\n\n\n\n<p>B\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 th\u00f4ng minh h\u01a1n, \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf chuy\u00ean bi\u1ec7t v\u1edbi c\u00e1c t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng, \u0111\u1ec3 theo d\u00f5i SLA. C\u00e1c ph\u1ea7n m\u1ec1m 4.0 n\u00e0y s\u1ebd mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch thi\u1ebft th\u1ef1c:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ti\u1ebft ki\u1ec7m ngu\u1ed3n nh\u00e2n l\u1ef1c v\u00e0 th\u1eddi gian x\u1eed l\u00fd t\u00e1c v\u1ee5<\/li>\n\n\n\n<li>\u0110o l\u01b0\u1eddng SLA nhanh v\u00e0 ch\u00ednh x\u00e1c tuy\u1ec7t \u0111\u1ed1i<\/li>\n\n\n\n<li>Ngay l\u1eadp t\u1ee9c c\u1ea3nh b\u00e1o khi c\u00f3 vi ph\u1ea1m SLA, ho\u1eb7c \u0111i\u1ec3m n\u00f3ng\/\u0111i\u1ec3m t\u1eafc ngh\u1ebdn trong quy tr\u00ecnh<\/li>\n\n\n\n<li>L\u01b0u tr\u1eef d\u1eef li\u1ec7u l\u00e2u d\u00e0i, t\u1ef1 \u0111\u1ed9ng t\u1ed5ng h\u1ee3p d\u1eef li\u1ec7u th\u00e0nh b\u00e1o c\u00e1o hi\u1ec7u su\u1ea5t<\/li>\n\n\n\n<li>T\u00edch h\u1ee3p v\u1edbi c\u00e1c ch\u1ee9c n\u0103ng h\u1ed7 tr\u1ee3 c\u1ed9ng t\u00e1c v\u00e0 qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3<\/li>\n\n\n\n<li>Chi ph\u00ed r\u1ebb h\u01a1n so v\u1edbi thu\u00ea nh\u00e2n s\u1ef1 l\u00e0m th\u1ee7 c\u00f4ng<\/li>\n<\/ul>\n\n\n\n<p>T\u1ea1i Vi\u1ec7t Nam,&nbsp;ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd v\u00e0 t\u1ef1 \u0111\u1ed9ng ho\u00e1 quy tr\u00ecnh <a href=\"https:\/\/base.vn\/workflow?utm_source=base-blog&amp;utm_content=base.vn\/blog\/sla-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base Workflow<\/a>&nbsp;l\u00e0 l\u1ef1a ch\u1ecdn h\u00e0ng \u0111\u1ea7u cho doanh nghi\u1ec7p b\u1ea1n trong vi\u1ec7c theo d\u00f5i v\u00e0 gi\u00e1m s\u00e1t SLA n\u00e0y.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><em>Workflow l\u00e0 m\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh t\u00f4i \u0111\u00e1nh gi\u00e1 r\u1ea5t hay. B\u1edfi v\u00ec n\u00f3 y\u00eau c\u1ea7u ng\u01b0\u1eddi d\u00f9ng ho\u00e0n th\u00e0nh l\u1ea7n l\u01b0\u1ee3t b\u01b0\u1edbc 1, b\u01b0\u1edbc 2, b\u01b0\u1edbc 3 r\u1ed3i m\u1edbi t\u1edbi b\u01b0\u1edbc 4. V\u00ed d\u1ee5 th\u1ef1c ti\u1ec5n nh\u1ea5t, t\u00f4i \u0111\u00e3 th\u00e0nh c\u00f4ng trong vi\u1ec7c thi\u1ebft l\u1eadp quy tr\u00ecnh ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng. Khi nh\u1eadn v\u1ec1 m\u1ed9t ph\u1ea3n h\u1ed3i, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng s\u1ebd \u0111\u01b0a th\u00f4ng tin n\u00e0y l\u00ean quy tr\u00ecnh; c\u00e1c qu\u1ea3n l\u00fd, gi\u00e1m \u0111\u1ed1c c\u1ee9 th\u1ebf d\u00f5i theo v\u00e0 x\u1eed l\u00fd theo \u0111\u00fang quy tr\u00ecnh. Tr\u01b0\u1edbc kia m\u1ed9t tr\u01b0\u1eddng h\u1ee3p ph\u1ea3i m\u1ea5t t\u1edbi 3-5 ti\u1ebfng, nh\u01b0ng b\u00e2y gi\u1edd m\u1ed7i b\u01b0\u1edbc tr\u00ean Workflow \u0111\u1ec1u c\u00f3 deadline c\u1ea3, trong v\u00f2ng 30 ph\u00fat l\u00e0 c\u00f3 th\u1ec3 x\u1eed l\u00fd xong.<\/em><br><br><strong><em>Anh \u0110\u1ed7 Huy Th\u00e0nh \u2013 CEO Huy Thanh Jewelry<\/em><\/strong><\/p>\n<\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-5-d\u1ecbnh-k\u1ef3-xem-xet-va-c\u1ea3i-ti\u1ebfn-cac-sla\">B\u01b0\u1edbc 5. \u0110\u1ecbnh k\u1ef3 xem x\u00e9t v\u00e0 c\u1ea3i ti\u1ebfn c\u00e1c SLA<\/h4>\n\n\n\n<p>B\u1ed1i c\u1ea3nh th\u1ecb tr\u01b0\u1eddng v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng lu\u00f4n lu\u00f4n thay \u0111\u1ed5i, k\u00e9o theo \u0111\u00f3 l\u00e0 s\u1ef1 chuy\u1ec3n bi\u1ebfn kh\u00f4ng ng\u1eebng trong \u0111\u1ecbnh h\u01b0\u1edbng ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p v\u00e0 SLA cam k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng. Th\u00eam v\u00e0o \u0111\u00f3, m\u1ed9t khi kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c hay ngu\u1ed3n l\u1ef1c\/c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 nh\u00e2n vi\u00ean c\u00f3 s\u1ef1 kh\u00e1c bi\u1ec7t, c\u00e1c SLA \u0111\u1ec1u c\u1ea7n ch\u1ec9nh s\u1eeda l\u1ea1i.<\/p>\n\n\n\n<p>N\u1ebfu kh\u00f4ng xem x\u00e9t v\u00e0&nbsp;c\u1ea3i ti\u1ebfn th\u01b0\u1eddng xuy\u00ean, SLA s\u1ebd nhanh ch\u00f3ng tr\u1edf n\u00ean v\u00f4 d\u1ee5ng v\u00e0 l\u1ed7i th\u1eddi, th\u1ea5p h\u01a1n so v\u1edbi kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 th\u1ea5p h\u01a1n r\u1ea5t nhi\u1ec1u so v\u1edbi k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0o doanh nghi\u1ec7p b\u1ea1n.<\/p>\n\n\n\n<p>H\u1ea7u h\u1ebft c\u00e1c c\u00f4ng ty s\u1eeda \u0111\u1ed5i SLA theo chu k\u1ef3 1-2 n\u0103m m\u1ed9t l\u1ea7n. Tuy nhi\u00ean, doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n c\u00e0ng nhanh th\u00ec c\u00e0ng ph\u1ea3i s\u1eeda \u0111\u1ed5i th\u01b0\u1eddng xuy\u00ean h\u01a1n, th\u1eadm ch\u00ed l\u00e0 \u0111\u1ecbnh k\u1ef3 h\u00e0ng qu\u00fd.<\/p>\n\n\n\n<p>M\u1ed9t l\u01b0u \u00fd kh\u00e1c, v\u1edbi c\u00e1c SLA m\u1edbi \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp, b\u1ea1n c\u00f3 th\u1ec3 tri\u1ec3n khai ch\u00fang trong quy m\u00f4 nh\u1ecf tr\u01b0\u1edbc v\u00e0 d\u1ea7n d\u1ea7n m\u1edf r\u1ed9ng ra n\u1ebfu ch\u00fang th\u1eadt s\u1ef1 mang l\u1ea1i hi\u1ec7u qu\u1ea3.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-2-m\u1ed9t-s\u1ed1-l\u01b0u-y-khi-theo-doi-sla-c\u1ee7a-nhan-s\u1ef1\">3.2. M\u1ed9t s\u1ed1 l\u01b0u \u00fd khi theo d\u00f5i SLA c\u1ee7a nh\u00e2n s\u1ef1<\/h3>\n\n\n\n<p>H\u1ea7u h\u1ebft m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u nh\u1ea5t tr\u00ed v\u1edbi vi\u1ec7c \u00e1p d\u1ee5ng SLA trong m\u1ed1i quan h\u1ec7 gi\u1eefa doanh nghi\u1ec7p v\u00e0 c\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng ngo\u00e0i (kh\u00e1ch h\u00e0ng, \u0111\u1ed1i t\u00e1c, b\u00e1o ch\u00ed,\u2026) Nh\u01b0ng t\u1ea1i sao lu\u00f4n c\u00f3 qu\u00e1 nhi\u1ec1u do d\u1ef1 quanh vi\u1ec7c tri\u1ec3n khai SLA n\u1ed9i b\u1ed9?<\/p>\n\n\n\n<p>C\u00e2u tr\u1ea3 l\u1eddi t\u01b0\u01a1ng \u0111\u1ed1i d\u1ec5 hi\u1ec3u, l\u00e0 b\u1edfi SLA n\u1ed9i b\u1ed9 g\u1eafn ch\u1eb7t v\u1edbi tr\u00e1ch nhi\u1ec7m c\u1ee7a t\u1eebng c\u00e1 nh\u00e2n nh\u00e2n vi\u00ean h\u01a1n.&nbsp;<\/p>\n\n\n\n<p><strong>\u0110\u00e2y l\u00e0 m\u1ed9t s\u1ed1 kinh nghi\u1ec7m gi\u00fap b\u1ea1n d\u1ec5 l\u00e0m c\u00f4ng t\u00e1c truy\u1ec1n th\u00f4ng cho nh\u00e2n vi\u00ean v\u1ec1 SLA h\u01a1n, \u0111\u1ed3ng th\u1eddi d\u1ec5 tri\u1ec3n khai ch\u00fang h\u01a1n trong doanh nghi\u1ec7p:<\/strong><\/p>\n\n\n\n<p>1. \u0110\u1eb7t t\u00ean SLA th\u1eadt \u0111\u01a1n gi\u1ea3n \u0111\u1ec3 nh\u00e2n vi\u00ean d\u1ec5 nh\u1edb v\u00e0 th\u1ef1c hi\u1ec7n. V\u00ed d\u1ee5: Thay v\u00ec vi\u1ebft \u201cSLA b\u1eaft bu\u1ed9c ph\u1ea3i x\u00e1c nh\u1eadn \u0111\u01a1n h\u00e0ng cho kh\u00e1ch h\u00e0ng trong v\u00f2ng 15 ph\u00fat k\u1ec3 t\u1eeb khi kh\u00e1ch li\u00ean h\u1ec7 thao t\u00e1c \u0111\u1eb7t h\u00e0ng th\u00e0nh c\u00f4ng\u201d, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ec1 c\u1eadp trong c\u00e1c t\u00e0i li\u1ec7u \u0111o l\u01b0\u1eddng \u201cSLA x\u00e1c nh\u1eadn \u0111\u01a1n h\u00e0ng \u2013 15 ph\u00fat\u201d.<\/p>\n\n\n\n<p>2. SLA kh\u00f4ng \u0111\u1ebfm th\u1eddi gian trong nh\u1eefng ng\u00e0y ngh\u1ec9 ho\u1eb7c ngo\u00e0i gi\u1edd l\u00e0m vi\u1ec7c. V\u00ed d\u1ee5: N\u1ebfu SLA l\u00e0 24 gi\u1edd v\u00e0 c\u00f4ng vi\u1ec7c \u0111\u01b0\u1ee3c giao v\u00e0o 9 gi\u1edd s\u00e1ng th\u1ee9 S\u00e1u, th\u00ec deadline s\u1ebd l\u00e0 9h s\u00e1ng th\u1ee9 Hai (b\u1edfi th\u1ee9 B\u1ea3y v\u00e0 Ch\u1ee7 Nh\u1eadt l\u00e0 ng\u00e0y ngh\u1ec9).<\/p>\n\n\n\n<p>3. Chia nh\u1ecf SLA theo t\u1eebng b\u01b0\u1edbc ch\u1ee9 kh\u00f4ng ph\u1ea3i ch\u1ec9 theo ph\u00f2ng ban, \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh r\u00f5 tr\u00e1ch nhi\u1ec7m v\u00e0 hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c c\u1ee7a t\u1eebng lo\u1ea1i c\u00f4ng vi\u1ec7c. V\u00ed d\u1ee5: Trong quy tr\u00ecnh x\u1eed l\u00fd h\u1ee3p \u0111\u1ed3ng, d\u00f9 \u201cX\u1eed l\u00fd \u0111i\u1ec1u kho\u1ea3n\u201d v\u00e0 \u201cXin ch\u1eef k\u00fd\u201d l\u00e0 2 b\u01b0\u1edbc li\u1ec1n nhau v\u00e0 \u0111\u1ec1u \u0111\u01b0\u1ee3c ch\u1ecbu tr\u00e1ch nhi\u1ec7m b\u1edfi Ph\u00e1p ch\u1ebf, nh\u01b0ng v\u1eabn c\u1ea7n \u0111o l\u01b0\u1eddng SLA ri\u00eang bi\u1ec7t.&nbsp;<\/p>\n\n\n\n<p>4. C\u00f4ng khai SLA n\u1ed9i b\u1ed9 trong doanh nghi\u1ec7p minh b\u1ea1ch nh\u1ea5t c\u00f3 th\u1ec3.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/base.vn\/workflow?utm_source=base-blog&amp;utm_content=base.vn\/blog\/sla-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" width=\"1024\" height=\"342\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/base-workflow-1024x342.jpg\" alt=\"\" class=\"wp-image-7196\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/base-workflow-1024x342.jpg 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/base-workflow-300x100.jpg 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/base-workflow-768x256.jpg 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/base-workflow-1536x513.jpg 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/05\/base-workflow.jpg 1801w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"3\">4. V\u1ec1 Base Workflow \u2013 H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd t\u1ef1 \u0111\u1ed9ng c\u00e1c quy tr\u00ecnh v\u00e0 SLA n\u1ed9i b\u1ed9 c\u1ee7a nh\u00e2n s\u1ef1<\/h2>\n\n\n\n<p>Base Workflow&nbsp;l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m BPM \u2013 Business Process Management Software (Ph\u1ea7n m\u1ec1m Qu\u1ea3n l\u00fd quy tr\u00ecnh nghi\u1ec7p v\u1ee5) to\u00e0n di\u1ec7n, v\u1edbi nhi\u1ec7m v\u1ee5 x\u00e2y d\u1ef1ng v\u00e0 v\u1eadn h\u00e0nh t\u1ef1 \u0111\u1ed9ng c\u00e1c quy tr\u00ecnh t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i sau \u0111\u00f3 ph\u00e2n t\u00edch ch\u00fang, \u0111\u01b0a ra c\u00e1c ch\u1ec9 s\u1ed1 b\u00e1o c\u00e1o h\u1eefu \u00edch \u0111\u1ec3 li\u00ean t\u1ee5c t\u1ed1i \u01b0u nh\u1eefng quy tr\u00ecnh \u0111\u00f3.&nbsp;<\/p>\n\n\n\n<p>Theo \u0111\u00f3, Quy tr\u00ecnh x\u1eed l\u00fd h\u1ee3p \u0111\u1ed3ng v\u1edbi 6 b\u01b0\u1edbc \u1edf tr\u00ean c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c tri\u1ec3n khai \u2013 v\u00e0 theo d\u00f5i SLA \u2013 tr\u00ean ph\u1ea7n m\u1ec1m nh\u01b0 sau:<\/p>\n\n\n\n<p><em>Quy tr\u00ecnh x\u1eed l\u00fd h\u1ee3p \u0111\u1ed3ng tr\u00ean ph\u1ea7n m\u1ec1m Base Workflow (D\u1eef li\u1ec7u minh h\u1ecda)<\/em><\/p>\n\n\n\n<p><strong>V\u1edbi Base Workflow, vi\u1ec7c theo d\u00f5i SLA c\u1ee7a nh\u00e2n s\u1ef1 tr\u1edf n\u00ean d\u1ec5 d\u00e0ng h\u01a1n bao gi\u1edd h\u1ebft:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Qu\u1ea3n l\u00fd d\u1ec5 d\u00e0ng thi\u1ebft l\u1eadp m\u1ee5c ti\u00eau v\u00e0 SLA cho t\u1eebng b\u01b0\u1edbc trong quy tr\u00ecnh. Khi m\u1ed9t b\u01b0\u1edbc \u0111\u00e3 ho\u00e0n th\u00e0nh, nh\u00e2n vi\u00ean ch\u1ec9 c\u1ea7n thao t\u00e1c k\u00e9o-th\u1ea3 \u0111\u1ec3 chuy\u1ec3n giao cho b\u01b0\u1edbc ti\u1ebfp theo, bao g\u1ed3m b\u00e0n giao c\u1ea3 k\u1ebft qu\u1ea3, file \u0111\u00ednh k\u00e8m, ghi ch\u00fa,\u2026<\/li>\n\n\n\n<li>B\u1ed9 \u0111\u1ebfm th\u1eddi gian v\u1eadn h\u00e0nh t\u1ef1 \u0111\u1ed9ng, c\u00f3 kh\u1ea3 n\u0103ng lo\u1ea1i tr\u1eeb ng\u00e0y ngh\u1ec9 v\u00e0 ngo\u00e0i gi\u1edd l\u00e0m vi\u1ec7c. Khi m\u1ed9t nhi\u1ec7m v\u1ee5 \u0111\u00e3 qu\u00e1 h\u1ea1n m\u00e0 ch\u01b0a \u0111\u01b0\u1ee3c b\u00e0n giao, n\u00f3 s\u1ebd chuy\u1ec3n sang m\u00e0u \u0111\u1ecf \u0111\u1ec3 c\u1ea3 nh\u00e2n vi\u00ean v\u00e0 qu\u1ea3n l\u00fd nh\u1eadn bi\u1ebft.<\/li>\n\n\n\n<li>Nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c nh\u1eafc vi\u1ec7c t\u1ef1 \u0111\u1ed9ng m\u1ed7i ng\u00e0y, bao g\u1ed3m danh s\u00e1ch vi\u1ec7c c\u1ea7n l\u00e0m v\u00e0 c\u1ea3nh b\u00e1o tr\u1ec5 h\u1ea1n.<\/li>\n\n\n\n<li>B\u00ean trong m\u1ed7i nhi\u1ec7m v\u1ee5 l\u1edbn c\u00f3 th\u1ec3 g\u1ed3m danh s\u00e1ch c\u00e1c \u0111\u1ea7u vi\u1ec7c con (subtask) ho\u1eb7c l\u01b0u \u00fd, \u0111\u00f3ng vai tr\u00f2 gi\u1ed1ng nh\u01b0 c\u00e1c SLA ch\u1ea5t l\u01b0\u1ee3ng. Ch\u1ec9 khi t\u1ea5t c\u1ea3 \u0111\u01b0\u1ee3c \u0111\u00e1nh d\u1ea5u ho\u00e0n th\u00e0nh, nhi\u1ec7m v\u1ee5 l\u1edbn m\u1edbi s\u1eb5n s\u00e0ng \u0111\u1ec3 b\u00e0n giao. N\u1ebfu ph\u00e1t hi\u1ec7n ra m\u1ed9t nhi\u1ec7m v\u1ee5 ch\u01b0a \u0111\u00e1p \u1ee9ng \u0111\u1ee7 y\u00eau c\u1ea7u, ph\u1ea7n m\u1ec1m cho ph\u00e9p k\u00e9o tr\u1ea3 v\u1ec1 b\u01b0\u1edbc tr\u01b0\u1edbc \u0111\u1ec3 th\u1ef1c hi\u1ec7n b\u1ed5 sung. C\u00f9ng v\u1edbi t\u00ednh n\u0103ng b\u00ecnh lu\u1eadn, qu\u00e1 tr\u00ecnh review k\u1ebft qu\u1ea3 c\u00f4ng vi\u1ec7c s\u1ebd di\u1ec5n ra thu\u1eadn l\u1ee3i h\u01a1n.<\/li>\n\n\n\n<li>Ph\u1ea7n m\u1ec1m s\u1edf h\u1eefu h\u1ec7 th\u1ed1ng b\u00e1o c\u00e1o t\u1ef1 \u0111\u1ed9ng v\u1eeba \u0111a d\u1ea1ng v\u1eeba chi ti\u1ebft t\u1edbi t\u1eebng SLA c\u1ea7n quan t\u00e2m trong doanh nghi\u1ec7p. S\u1ed1 li\u1ec7u lu\u00f4n \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt t\u1ee9c th\u1eddi, ph\u1ee5c v\u1ee5 vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh ngay l\u1eadp t\u1ee9c.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-k\u1ebft-bai\">5. K\u1ebft b\u00e0i<\/h2>\n\n\n\n<p><strong>Th\u1ecfa thu\u1eadn M\u1ee9c D\u1ecbch v\u1ee5 (SLA)<\/strong> \u0111\u00f3ng vai tr\u00f2 then ch\u1ed1t trong vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 h\u1ee3p t\u00e1c hi\u1ec7u qu\u1ea3 v\u00e0 mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch cho doanh nghi\u1ec7p. SLA gi\u00fap \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00fac \u0111\u1ea9y hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng v\u00e0 t\u1ed1i \u01b0u h\u00f3a chi ph\u00ed. Vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 tri\u1ec3n khai SLA m\u1ed9t c\u00e1ch b\u00e0i b\u1ea3n l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 doanh nghi\u1ec7p g\u1eb7t h\u00e1i th\u00e0nh c\u00f4ng trong k\u1ef7 nguy\u00ean c\u00f4ng ngh\u1ec7 s\u1ed1.<\/p>\n\n\n\n<p>Ch\u00fac doanh nghi\u1ec7p c\u1ee7a b\u1ea1n th\u00e0nh c\u00f4ng!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 b\u00f9ng n\u1ed5, c\u00e1c doanh nghi\u1ec7p ng\u00e0y c\u00e0ng ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1c d\u1ecbch v\u1ee5 cung c\u1ea5p b\u1edfi b\u00ean th\u1ee9 ba. \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 th\u00fac \u0111\u1ea9y m\u1ed1i quan h\u1ec7 h\u1ee3p t\u00e1c hi\u1ec7u qu\u1ea3, Th\u1ecfa thu\u1eadn M\u1ee9c \u0111\u1ed9 D\u1ecbch v\u1ee5 (SLA) \u0111\u00f3ng vai tr\u00f2 [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":7200,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[19],"tags":[],"ppma_author":[56],"class_list":["post-7179","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-quan-tri-nhan-su"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.4 (Yoast SEO v24.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>SLA l\u00e0 g\u00ec? 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