March 2019
Intermediate to advanced
256 pages
6h 6m
Japanese
Content preview from ITIL はじめの一歩 スッキリわかるITILの基本と業務改善のしくみ
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208
サービスオペレーションでまず求められるのは、ユーザーからのお
問い合わせや簡単な依頼（＝サービス要求）に迅速かつ確実に対応す
ることです。これを「要求実現」と呼びます（図
33）。
ITIL では、「サービス要求」を次のように定義しています。
サービス要求とは「何かの提供を求めるユーザーからの正式な要
求。例えば、情報や助言、パスワードのリセット、新しいユーザー
のためのワークステーションの設置の要求など」（出典「
ITIL 用語
および頭字語集」）
ユーザーからのサービス要求に迅速に、失敗なく対応するには、例
えば次のような施策が挙げられるでしょう
〇
申請書を作り、必要事項をユーザーに入力してもらう
〇
申請が届けられたら、なるべく早く気づき、受け付ける
〇
担当者をすぐに割り振る
〇
担当者は、手順に従って実施する（この手順は事前に確認された間
違いのないものであること）
〇
質問の場合は、FAQ をまずは検索する（またはユーザーにFAQ を公開
して自分で検索してもらう）
できれば、これらが
Web 経由で実施され、できるかぎり自動化され
るのが理想だと言えます。
第
3 章の喫茶店のケーススタディでは、アルバイトのアキラ君が、よ
くある質問について
FAQ をまとめていましたね。あれも「要求実現」
の一種です。
【 サ ー ビ ス オ ペ レ ー シ ョ ン（ 運 用 ）】
要求実現
ユーザーからの要求を迅速かつ確実に実現する
ITIL
関連ページ
……
P. 0 9 4
209
Chapter
05
XXXの使い方
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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.