‫ﻋﺒﺎرة ﻋﻦ ﻗﺪرات ﻓﻲ اﻟﻤﻨﻈﻤﺔ ﻟﺨﻠﻖ ﻗﻴﻤﺔ‬

‫ﺗﻌﺮﻳﻒ‬
‫ﻟﻠﻌﻤ ء ﻓﻲ ﺷﻜﻞ ﺧﺪﻣﺔ‬

‫ﻃﺒﻴﻌﺔ اﻟﻘﻴﻤﺔ ) ﺳﻤﻌﺔ ﺣﺴﻨﻪ ‪ -‬ﺗﻠﺒﻴﺔ‬

‫) اﺣﺘﻴﺎج – اﻣﺘﺜﺎل ﻟﻨﻈﺎم ﻣﻌﻴﻦ‬

‫‪:‬ﻟﺘﻘﺪﻳﻢ اﻟﺨﺪﻣﺔ ﻳﺠﺐ ﻣﺮاﻋﺎت اﻟﺘﺎﻟﻲ‬ ‫) ﻓﻬﻢ اﺣﺘﻴﺎج اﻟﻤﻌﻨﻴﻴﻦ ) ﺣﺴﺐ ﻧﻄﺎق اﻟﻌﻤﻞ‬

‫ﻛﻴﻒ ﺧﻠﻖ اﻟﻘﻴﻤﺔ وﺗﺤﻘﻴﻘﻬﺎ ﻣﻦ ﺧ ل‬

‫اﻟﺨﺪﻣﺔ‬

‫ﺑﺪ ﻳﻜﻮن ﻓﻴﻪ ﺗﻌﺎون ﺑﻴﻦ ﻣﻘﺪم اﻟﺨﺪﻣﺔ و‬

‫‪:‬اﻟﻘﻴﻤﺔ‬
‫اﻟﻤﺴﺘﻬﻠﻚ‬

‫ﻫﻢ اﺷﺨﺎص او ﻣﺠﻤﻮﻋﺔ ﻣﻦ ا ﺷﺨﺎص ﻟﺪﻳﻬﻢ‬

‫‪:‬اﻟﻤﻨﻈﻤﺔ‬ ‫وﻇﺎﺋﻒ وﻣﺴﺆوﻟﻴﺎت ﻟﺘﺤﻘﻴﻖ أﻫﺪاف‬
‫‪.‬اﻟﻤﻨﻈﻤﺔ‬

‫وﺳﻴﻠﺔ ﻟﺨﻠﻖ اﻟﻘﻴﻤﺔ وﺗﻘﺪﻳﻢ ﻧﺘﺎﺋﺞ‬

‫‪1‬‬ ‫‪:‬اﻟﺨﺪﻣﺔ‬ ‫ﻟﻠﻤﺴﺘﻬﻠﻚ ﺑﺪون ﺗﺤﻤﻞ ﺗﻜﺎﻟﻴﻒ او ﻣﺨﺎﻃﺮ‬
‫ﻣﻔﻬﻮم إدارة اﻟﺨﺪﻣﺔ‬ ‫‪.‬ﻋﺎﻟﻴﺔ‬

‫ﻋﻤﻴﻞ ﻳﺤﺘﺎج ﻧﺘﺎﺋﺞ اوﺗﻜﻢ‬

‫‪ Continual improvement‬اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ‬ ‫‪:‬أﻧﻮاع ﻣﺴﺘﻬﻠﻚ اﻟﺨﺪﻣﺔ‬ ‫اﻟﻤﺴﺘﺨﺪم اﻟﻠﻲ ﻳﺴﺘﺨﺪم اﻟﺨﺪﻣﺔ‬
‫‪ Change enablement (change‬إدارة اﻟﺘﻐﻴﻴﺮ‬ ‫اﻟﺮاﻋﻲ اﻟﻠﻲ ﻳﻮﻓﺮ اﻟﻤﻴﺰاﻧﻴﺔ‬
‫)‪control‬‬
‫ﻫﻮ ﺣﺪث ﻣﺤﺘﻤﻞ وﻳﻤﻜﻦ ﻳﻜﻮن إﻳﺠﺎﺑﻲ او‬
‫‪ Incident management‬إدارة اﻟﺤﻮادث‬ ‫‪:‬اﻟﺨﻄﺮ‬
‫ﺳﻠﺒﻲ‬
‫‪ Problem management‬إدارة اﻟﻤﺸﻜ ت‬ ‫‪7‬‬
‫ﺧﺪﻣﺔ ﺗﻀﻴﻒ ﺧﻄﺮ ﻋﻠﻰ اﻟﻌﻤﻴﻞ‬
‫ﻓﻬﻢ ﻣﻤﺎرﺳﺎت اﺳﺘﻞ ‪7-‬‬ ‫ﺗﻨﻘﺴﻢ اﻟﺨﺪﻣﺔ ﻣﻦ ﺣﻴﺚ اﻟﺨﻄﺮ اﻟﻰ‬
‫‪ Service desk‬ﺧﺪﻣﺔ اﻟﻌﻤ ء‬ ‫ﺧﺪﻣﺔ ﺗﺠﻨﺐ اﻟﻌﻤﻴﻞ اﻟﺨﻄﺮ‬
‫‪ Service level‬إدارة ﻣﺴﺘﻮى اﻟﺨﺪﻣﺔ‬ ‫ﺿﻤﺎن ان اﻟﺨﺪﻣﺔ ﻣﻄﺎﺑﻘﺔ ﻟﻠﻤﺘﻄﻠﺒﺎت وﻫﻞ‬
‫‪management‬‬ ‫‪:‬اﻟﻀﻤﺎن‬
‫ﻫﻲ ﻣ ﺋﻤﺔ ﻟ ﺳﺘﺨﺪام؟‬
‫‪ Service request‬إدارة ﻃﻠﺐ اﻟﺨﺪﻣﺔ‬ ‫وﻫﻞ ﻫﻲ ﻣ ﺋﻤﺔ‬ ‫ﻫﻞ ﺣﻘﻘﺖ اﻟﻤﻄﻠﻮب او‬
‫‪Management‬‬ ‫‪:‬اﻟﺠﺪوى او اﻟﻔﺎﺋﺪة‬
‫ﻟﻠﻬﺪف؟‬

‫‪ Information security‬إدارة اﻣﻦ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫?‪Who is the service consumer‬‬

‫‪management‬‬ ‫ﻣﻦ اﻟﻤﺴﺘﻬﻠﻚ او اﻟﻤﺴﺘﻔﻴﺪ ﻣﻦ اﻟﺨﺪﻣﺔ؟‬
‫‪ Relationship management‬إدارة اﻟﻌ ﻗﺎت‬ ‫إدارة ﻋﺎﻣﺔ‬
‫‪The consumer’s perspectives of value‬‬
‫رﻛﺰ ﻋﻠﻰ اﻟﻘﻴﻤﺔ‪Focus on value -‬‬
‫ﻣﺎﻫﻲ اﻟﻘﻴﻤﺔ ﻣﻦ وﺟﻬﺔ ﻧﻈﺮ اﻟﻌﻤﻴﻞ؟‬
‫‪ Supplier management‬إدارة اﻟﻤﻮردﻳﻦ‬
‫‪The customer and user experience‬‬
‫‪Any financially valuable component that can‬‬
‫ﻣﺎﻫﻲ ﺗﺠﺮﺑﺔ اﻟﻌﻤﻴﻞ؟‬
‫‪contribute to the delivery of an IT product or‬‬ ‫‪ IT asset management‬إدارة ا ﺻﻮل اﻟﺘﻘﻨﻴﺔ‬
‫‪service.‬‬ ‫‪observation‬‬
‫ﻟﻠﺒﺪء أو ﺷﺎﻫﺪ وﻗﻴﻢ ا ﻣﻜﺎﻧﻴﺎت ﻟﻠﻤﻨﻈﻤﺔ‬
‫‪Any change of state that has significance for‬‬
‫اﺑﺪأ ﺣﻴﺚ اﻧﺖ ‪Start where you are-‬‬
‫‪the management of a service or other‬‬ ‫‪measurement‬‬
‫‪configuration item (CI).‬‬ ‫‪ Monitoring and event‬إدارة ا ﺣﺪاث واﻟﻤﺮاﻗﺒﺔ‬ ‫‪6‬‬ ‫ﺛﻢ ﻗﻢ ﺑﻘﻴﺎس ا ﻣﻜﺎﻧﻴﺎت‬
‫‪Events are typically recognized through‬‬ ‫‪management‬‬ ‫ﻣﻤﺎرﺳﺎت إدارة اﻟﺨﺪﻣﺔ‬ ‫أﻫﺪاف ﻣﻤﺎرﺳﺎت اﻳﺘﻞ ‪8-‬‬
‫‪Iteration and feedback together‬‬
‫‪notifications created by an IT service, CI, or‬‬ ‫ﺗﻘﺪم ‪Progress iteratively with feedback -‬‬
‫ﺗﻘﺪم ﺑﺸﻜﻞ ﺗﻜﺮاري وﺷﺎرك اﻟﻌﻤﻴﻞ‬
‫‪monitoring tool.‬‬ ‫ﺗﻜﺮارﻳﺎً ﻣﻊ اﻟﺘﻐﺬﻳﺔ اﻟﺮاﺟﻌﺔ‬
‫ﺑﻨﺎء ﻋﻠﻴﻬﺎ‬
‫ً‬ ‫‪.‬اﻟﻤﺨﺮﺟﺎت وﺧﺬ رأي اﻟﻌﻤﻴﻞ وﻋﺪل‬
‫‪ Release management‬إدارة ا ﺻﺪارات‬ ‫‪Understanding the flow of work in progress‬‬
‫ﻣﺸﺎرﻛﺔ اﻟﺘﻘﺪم‬
‫)‪Configuration item (CI‬‬
‫‪ Service configuration‬إدارة ﺗﻜﻮﻳﻦ اﻟﺨﺪﻣﺔ‬
‫‪Any component that needs to be managed in‬‬ ‫‪Identifying bottlenecks, as well as excess‬‬
‫‪management‬‬
‫‪order to deliver an IT service‬‬ ‫‪capacity‬‬
‫اﻟﺘﻌﺎون ‪Collaborate and promote visibility -‬‬
‫اﻟﺘﻌﺎون ﻣﻊ اﻟﻌﻤﻴﻞ وﻣﺸﺎرﻛﺔ اﻟﻤﻌﻠﻮﻣﺎت‬
‫دﺑﻠﻮي‬ ‫‪ Deployment management‬إدارة اﻟﻨ‬ ‫ﻣﻤﺎرﺳﺎت إدارة ﺗﻘﻨﻴﺔ‬ ‫وﺗﻌﺰﻳﺰ اﻟﺮؤﻳﺔ‪/‬اﻟﻮﺿﻮح‬
‫واﻟﻔﻬﻢ اﻟﻤﺸﺘﺮك ﺣﺘﻰ ﻳﺤﺼﻞ ﺳﻮء‬
‫ﺗﻔﺎﻫﻢ‬
‫ﺗﻮﺿﺢ ﻛﻴﻒ ﺗﻌﻤﻞ ﻛﻞ ﻣﻜﻮﻧﺎت واﻧﺸﻄﺔ‬
‫اﻟﻤﻨﻈﻤﺔ ﺗﻌﻤﻞ ﻣﻌﺎ ﻟﺘﺤﻘﻴﻖ ﻗﻴﻤﺔ ﻟﻠﺨﺪﻣﺔ‬ ‫‪Uncovering waste‬‬
‫ﻧﻈﺮة ﻋﺎﻣﺔ‬
‫ﻣﺸﺎرﻛﺔ اﻟﻌﻘﺒﺎت واﻟﺸﻔﺎﻓﻴﺔ‬
‫ﺗﺘﺄﻛﺪ ان ﻋﻤﻠﻴﺔ ﺧﻠﻖ اﻟﺨﺪﻣﺔ ﺗﺘﻮاﻓﻖ‬
‫ﺑﺎﺳﺘﻤﺮار ﻣﻊ أﻫﺪاف اﻟﻤﻌﻨﻴﻴﻦ‬ ‫اﻟﺨﺪﻣﺎت ﺗﻌﻤﻞ ﻓﻲ ﺷﻜﻞ ﻣﻨﻈﻮﻣﺔ ﻣﻊ ﺧﺪﻣﺎت‬
‫ﻓﺮص‪ :‬ﺗﻤﺜﻞ اﻟﺨﻴﺎرات وا ﺣﺘﻤﺎ ت اﻟﺘﻲ‬ ‫‪2‬‬ ‫أﺧﺮى‬
‫ﺗﻀﻴﻒ ﻗﻴﻤﺔ ﻟﻠﻤﻌﻨﻴﻴﻦ او ﺗﺤﺴﻴﻦ‬
‫اﻟﻤﻨﻈﻤﺔ‬
‫‪ITIL 4‬‬ ‫‪ITIL Principles‬‬ ‫ﻟﺬا ﻳﺠﺐ اﻟﺘﻔﻜﻴﺮ ﺑﻨﻈﺮة ﺷﻤﻮﻟﻴﺔ وا ﺧﺬ‬
‫ﺑﺎ ﻋﺘﺒﺎر اﻟﺨﺪﻣﺎت ا ﺧﺮى ﻓﻲ اﻟﻤﻨﻈﻤﺔ‬
‫اﻟﻤﺪﺧ ت‬ ‫ﻓﻜﺮ واﻋﻤﻞ ‪Think and work holistically -‬‬
‫ﻃﻠﺐ‪ :‬اﺣﺘﻴﺎج او رﻏﺒﺔ ﺑﻤﻨﺘﺞ او ﺧﺪﻣﺔ ﻣﻦ‬ ‫ﺑﻨﻈﺮة ﺷﻤﻮﻟﻴﺔ‬ ‫ﻓﻲ ﺣﺎﻟﺔ ﻟﻢ ﻳﺘﻢ ﻣﺮاﻋﺎت اﻟﺨﺪﻣﺎت ا ﺧﺮى‬
‫ﻣﺴﺘﻬﻠﻚ داﺧﻠﻲ او ﺧﺎرﺟﻲ‬ ‫ﺳﻮف ﺗﻌﺎﻧﻲ اﻟﺨﺪﻣﺔ وﺗﺤﺼﻞ ﻣﺸﺎﻛﻞ ﻓﻲ‬
‫‪by: Hamed ALmalki‬‬
‫اﻟﻤﺴﺘﻘﺒﻞ‬
‫ﻗﻴﻤﺔ‪ :‬ﻣﻤﻜﻦ ﺗﻜﻮن ﻓﻮاﺋﺪ او ﻣﻨﻔﻌﺔ او أﻫﻤﻴﺔ‬ ‫‪4‬‬ ‫‪@halmalkisa‬‬
‫اﻟﻤﺨﺮﺟﺎت‬
‫ﻟ ء ﻣﺎ ﻟﻠﻤﻌﻨﻴﻴﻦ‬ ‫ﺗﻔﻜﺮ ﺑﻤﻨﻈﻮر ﺿﻴﻖ‬
‫ﻧﻈﺎم ﻗﻴﻤﺔ اﻟﺨﺪﻣﺔ‬
‫ﻫﻮ اﻟﻤﺴﺆول ﻋﻦ اﻟﺤﻮﻛﻤﺔ ‪Governing Body‬‬ ‫‪minimum number of steps to accomplish an‬‬
‫‪objective‬‬
‫ﺗﻘﻴﻴﻢ‪ :‬ﻟ ﺳﺘﺮاﺗﻴﺠﻴﺔ و اﻟﻤﺤﺎﻓﻆ‬
‫اﻟﺤﻮﻛﻤﺔ ‪Governance‬‬ ‫اﺟﻌﻠﻬﺎ ‪Keep it simple and practical -‬‬ ‫ﻗﻠﻞ اﻟﺨﻄﻮات اﻟ زﻣﺔ ﻟﻠﻮﺻﻮل اﻟﻰ ا ﻫﺪاف‬
‫واﻟﻤﺸﺎرﻳﻊ واﻟﻌ ﻗﺎت‬
‫ﺑﺴﻴﻄﺔ وﻋﻤﻠﻴﺔ‬ ‫‪Judging what to keep‬‬
‫ﺗﻮﺟﻴﻪ‪ :‬ﺗﻌﻴﻴﻦ ﻣﺴﺆوﻟﻴﺎت واﻟﻌﻤﻞ ﻋﻠﻰ‬
‫ﺧﻄﻮات اﻟﺤﻮﻛﻤﺔ‬ ‫اﺳﺘﺒﻌﺎد ا ﻧﺸﻄﺔ اﻟﺘﻲ ﺗﺨﺮج ﻗﻴﻤﺔ‬
‫ﺗﺤﻘﻴﻖ ا ﺳﺘﺮاﺗﻴﺠﻴﺔ‬
‫ﻗﺮر ﻣﺎﺗﺮﻳﺪ اﺑﻘﺎء‬
‫ﻣﺮاﻗﺒﺔ‪ :‬ﻣﺮاﻗﺒﺔ ا داء واﻟﻤﻨﺘﺠﺎت و اﻟﺨﺪﻣﺎت‬
‫‪Optimize first, then automate‬‬
‫واﻟﻤﻤﺎرﺳﺎت‬
‫ﺣﺴﻦ او ﺛﻢ اﺗﻤﺖ اﻟﻌﻤﻠﻴﺎت‬
‫ﻣﻜﻮﻧﺎت اﻟﻨﻈﺎم‬
‫ﻣﺴﺆوﻟﻴﺔ اﻟﺠﻤﻴﻊ‬
‫ﺣﺴﻦ ﻗﺪر اﻟﻤﺴﺘﻄﺎع‬
‫ﻳﻄﺒﻖ ﻓﻲ ﻛﻞ اﻟﻤﺴﺘﻮﻳﺎت‬ ‫ﻧﻈﺮة ﻋﺎﻣﺔ‬ ‫اﻟﺘﺤﺴﻴﻦ ‪Optimize and automate -‬‬
‫وا ﺗﻤﺘﺔ‬ ‫ﻳﺔ ﻓﻲ أﻣﻮر اﻛﺜﺮ‬ ‫اﺳﺘﻐ ل اﻟﻤﻮارد اﻟﺒ‬
‫ﻣﻤﻜﻦ ﺗﻄﺒﻴﻘﻪ ﻋﻠﻰ أي ﺟﺰء داﺧﻞ اﻟﻤﻨﻈﻤﺔ‬ ‫ﻓﺎﺋﺪة‬

‫ﻣﺎﻫﻲ اﻟﺮؤﻳﺔ؟‬ ‫اﻟﺘﺪﺧﻞ اﻟﺒ ي ﻳﻜﻮن اﻓﻀﻞ اذا ﻛﺎن ﻓﻘﻂ‬

‫اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ ‪Continual improvement‬‬ ‫ﻗﺎدر ﻋﻠﻰ إﺿﺎﻓﺔ ﻗﻴﻤﺔ ﻋﻠﻰ اﻟﺨﺪﻣﺔ‬
‫اﻳﻦ ﻧﺤﻦ ا ن؟‬
‫ﺟﻤﻴﻊ اﻟﻤﺒﺎدئ ﺗﺘﺪاﺧﻞ وﺗﻌﻤﻞ ﻣﻊ ﺑﻌﻀﻬﺎ‬
‫إﻟﻰ اﻳﻦ ﻧﺮﻳﺪ ان ﻧﺼﻞ؟‬ ‫اﻟﺒﻌﺾ‬

‫)ﻛﻴﻒ ﻧﺼﻞ اﻟﻰ ﻫﻨﺎك؟ )ﺧﻄﺔ‬ ‫ﺧﻄﻮات اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ‬

‫ﺗﻮﻓﺮ ﻣﻨﻬﺞ ﺷﻤﻮﻟﻲ دارة اﻟﺨﺪﻣﺔ‬
‫ﺗﻨﻔﻴﺬ اﻟﺨﻄﺔ واﺗﺨﺎذ ا ﺟﺮاء‬ ‫ﻧﻈﺮة ﻋﺎﻣﺔ‬
‫ﻳﺠﺐ ان ﺗﺘﺎﻛﺪ اﻟﻤﻨﻈﻮﻣﺔ ان ﻫﻨﺎك ﺗﻮازن‬
‫ﻫﻞ وﺻﻠﻨﺎ اﻟﻰ اﻟﻬﺪف؟‬ ‫ﺑﻴﻦ ا ﺑﻌﺎد‬

‫ﻛﻴﻒ ﻧﺤﺎﻓﻆ ﻋﻠﻰ ا ﺳﺘﻤﺮار؟‬ ‫اﻟﻤﻨﻈﻤﺔ ﺗﺤﺘﺎج اﻟﻰ ﺛﻘﺎﻓﺔ ﺗﺪﻋﻢ أﻫﺪاﻓﻬﺎ‬
‫وﺗﻌﺰز اﻟﻨﺠﺎح وﺗﻜﻮن ﻋﻠﻰ ﺷﻜﻞ ﻛﻔﺎءات‬
‫ﻫﻲ ﺳﻠﺴﻠﺔ ﻣﻦ ا ﻧﺸﻄﺔ اﻟﻤﺘﺮاﺑﻄﺔ‬ ‫وﻗﺪرات وﻗﻮى ﻋﺎﻣﻠﺔ‬
‫ﺗﻘﺪﻳﻢ ﻗﻴﻤﺔ او ﺧﺪﻣﺔ‬
‫ﺛﻘﺎﻓﺔ اﻟﻤﻨﻈﻤﺔ‬
‫‪.‬اﻟﺘﺄﻛﺪ ان ﻫﻨﺎك ﻓﻬﻢ ﻣﺸﺘﺮك‬ ‫اﻟﺘﺨﻄﻴﻂ‬
‫– ا دوار واﻟﻤﺴﺆوﻟﻴﺎت ) اﻟﻬﻴﻜﻞ اﻟﻬﺮﻣﻲ‬
‫‪5‬‬ ‫اﻟﻤﻨﻈﻤﺔ وا ﺷﺨﺎص‬ ‫)اﻟﺤﻮﻛﻤﺔ‬
‫اﻟﺘﺄﻛﺪ ﻣﻦ اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ ﻟﻠﺨﺪﻣﺔ او‬
‫اﻟﺘﺤﺴﻴﻦ‬ ‫ﺳﻠﺴﻠﺔ ‪Service Value Chain‬‬
‫‪.‬اﻟﻤﻨﺘﺞ واﻟﻤﻤﺎرﺳﺎت‬
‫ﻧﻤﻂ اﻟﻘﻴﺎدة‬
‫ﻗﻴﻤﺔ اﻟﺨﺪﻣﺔ‬
‫ﻓﻬﻢ ﺟﻴﺪ ﺣﺘﻴﺎﺟﺎت اﻟﻤﻌﻨﻴﻴﻦ‬
‫اﻟﻬﻴﻜﻞ اﻟﻮﻇﻴﻔﻲ‬
‫واﻟﺸﻔﺎﻓﻴﺔ واﻟﺘﻮاﺻﻞ اﻟﻤﺴﺘﻤﺮ واﻟﻌ ﻗﺔ‬ ‫اﻟﻤﺸﺎرﻛﺔ‬
‫‪.‬اﻟﺠﻴﺪة‬ ‫اﻟﺘﻮاﺻﻞ‬
‫اﻧﺸﻄﺔ ﺳﻠﺴﻠﺔ اﻟﺨﺪﻣﺔ‬
‫‪.‬اﻟﺘﺄﻛﺪ ان اﻟﺨﺪﻣﺔ ﺗﺤﻘﻖ ﺗﻮﻗﻌﺎت اﻟﻤﻌﻨﻴﻴﻦ‬ ‫‪:‬اﻟﺘﺼﻤﻴﻢ وا ﻧﺘﻘﺎل‬ ‫ﻣﺎﻫﻲ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﺗﺪﻳﺮﻫﺎ ﻣﻦ ﺧ ل‬
‫اﻟﺨﺪﻣﺔ؟‬
‫اﻟﺘﺄﻛﺪ ان ﻣﻜﻮﻧﺎت اﻟﺨﺪﻣﺔ ﻣﺘﺎﺣﺔ ﻣﺘﻰ وأﻳﻦ‬
‫ﻣﺎ اﺣﺘﺠﻨﺎﻫﺎ وﺣﺴﺐ اﻟﻤﻮاﺻﻔﺎت اﻟﻤﺘﻔﻖ‬ ‫‪:‬اﻟﺒﻨﺎء واﻟﺤﺼﻮل‬ ‫ﻣﺎﻫﻲ اﻟﻤﻌﻠﻮﻣﺎت واﻟﻤﻌﺎرف اﻟﺘﻲ ﺗﺤﺘﺎﺟﻬﺎ‬
‫‪.‬ﻋﻠﻴﻬﺎ‬ ‫‪3‬‬ ‫دارة اﻟﺨﺪﻣﺔ؟‬
‫اﻟﻤﻌﻠﻮﻣﺎت واﻟﺘﻘﻨﻴﺎت‬
‫اﻟﺘﺄﻛﺪ ان اﻟﺨﺪﻣﺔ ﺗﻘﺪم اﻟﻰ اﻟﻤﻌﻨﻴﻴﻦ ﺣﺴﺐ‬ ‫أﺑﻌﺎد ادارة اﻟﺨﺪﻣﺔ‬ ‫ﻛﻴﻒ ﺳﻴﺘﻢ ﺣﻤﺎﻳﺔ وإدارة وارﺷﻔﺔ‬
‫‪:‬اﻟﺪﻋﻢ وا ﻳﺼﺎل‬
‫‪.‬اﻟﺘﻮﻗﻌﺎت واﻟﻤﻮاﺻﻔﺎت‬ ‫واﺳﺘﺒﻌﺎد اﻟﻤﻌﻠﻮﻣﺎت؟‬

‫ﻛﻴﻔﻴﺔ ﺗﺒﺎدل اﻟﻤﻌﻠﻮﻣﺎت ﺑﻴﻦ اﻟﺨﺪﻣﺎت‬

‫اﻟﻤﺨﺘﻠﻔﺔ؟‬

‫ﻋﻘﻮد‬
‫ﻛﺎء‬ ‫اﻟﻤﻮردﻳﻦ واﻟ‬ ‫ﻫﻲ أي ﻋ ﻗﺔ ﺑﻴﻦ ﻣﻨﻈﻤﺔ او ﻣﻨﻈﻤﺔ أﺧﺮى‬
‫اﺗﻔﺎﻗﻴﺎت‬

‫اﻟﺨﻄﻮات اﻟﺘﻲ ﺗﺘﺨﺬﻫﺎ اﻟﻤﻨﻈﻤﺔ ﻳﺼﺎل‬

‫ﺗﺪﻓﻖ اﻟﻘﻴﻤﺔ‬
‫اﻟﺨﺪﻣﺔ‬

‫ﺧﻠﻴﻂ ﻣﺘﺮاﺑﻂ ﻣﻦ ا ﻧﺸﻄﺔ اﻟﺘﻲ ﺗﻘﻮم‬

‫ﺗﺪﻓﻖ اﻟﺨﺪﻣﺔ واﻟﻌﻤﻠﻴﺎت‬
‫ﺑﻬﺎ اﻟﻤﻨﻈﻤﺔ ﻟﺘﻘﺪﻳﻢ اﻟﺨﺪﻣﺔ‬

‫او ﻣﻌﻮﻗﺎت ﻟﻴﺲ ﻟﻬﺎ ‪ waste‬اﺳﺘﺒﻌﺎد أي‬

‫ﻓﺎﺋﺪة ﻓﻲ ﺗﻘﺪﻳﻢ اﻟﺨﺪﻣﺔ‬

‫ﻫﻲ ﻋﻮاﻣﻞ ﺧﺎرﺟﻴﺔ ﺗﺆﺛﺮ ﻋﻠﻰ ﺗﻘﺪﻳﻢ اﻟﺨﺪﻣﺔ‬

‫اﻟﺴﻴﺎﺳﻴﺔ‬
‫‪ PESTLE‬ﺑﺴﺘﻞ‬
‫ا ﻗﺘﺼﺎدﻳﺔ‬

‫ا ﺟﺘﻤﺎﻋﻴﺔ‬
‫ﺗﺘﻜﻮن ﻣﻦ اﻟﻌﻮاﻣﻞ اﻟﺘﺎﻟﻴﺔ‬
‫اﻟﺘﻜﻨﻮﻟﻮﺟﻴﺔ‬

‫اﻟﺒﻴﺌﻴﺔ‬

‫اﻟﻘﺎﻧﻮﻧﻴﺔ‬