March 2022
Intermediate to advanced
304 pages
8h 5m
Japanese
Content preview from ITIL 4の教本 ベストプラクティスで学ぶサービスマネジメントの教科書
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290
「サービス要求」は、ユーザ（または代理人）からの、通常のサービス提供に対す
る要求のことです。あくまでユーザ（または代理人）からの要求のみを指しており、
それ以外（スポンサや顧客、サービス・プロバイダ、パートナ、サプライヤなど）か
らの要求は「サービス要求」ではない点がポイントです。
例
・ID発行の要求、プリンターのトナー交換の要求
・サービスの利用方法についての質問
・サービスに関する苦情や感謝、フィードバック
上記の定義にある通り「サービス要求」とは、合意されたサービス活動を開始する
ための要求です。
合意された内容ですから、サービス要求を受け付けたら、迅速かつ確実に実施する
のは当然です。これをいかに効率的かつ効果的に行うかを追求します。
＞＞
定義
第 8 章 プラクティス・ガイド
8.31
「サービス要求」とは？
なぜサービス要求を管理すべきか?
【サービスマネジメント・プラクティス】
サービス要求管理
［リク エ スト ］
戦略層
戦術層
運用層
参 考
サービス要求管理の目的
事前に定義され、ユーザが開始した全てのサービス要求を、効果的かつユーザ・フレンドリー
な方向で処理することによって、合意されたサービス品質を支援すること。
出典「ITIL 4 ファンデーション」
サービス要求管理 ［リクエスト］
8.3
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.