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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220
【継続的サービス改善（改善）】
7ステップ の 改 善プ ロセス
7つのステップで改善活動を推進する
ITIL
改善は、データの測定と分析に基づく論理的な進め方が有効です。
ITIL で紹介されている「7 ステップの改善プロセス」は、この測定を中
心に考えて考案されたプロセスです。
7 ステップの改善プロセスでは「目標の設定」「測定項目の定義」「収
集」「処理」「分析」「提示」「実施」の
7 つのステップで、改善活動を
推進します。
ビジョンや目標を元に、測定項目を洗い出し、データを収集し、集
めたデータを処理し、分析をかけ、分析結果をまとめ、改善策を考え
て実施する。この
7 つのステップを、組織の運用層→戦術層→戦略層
とカスケード（連携）し、運用の現場で取得されたデータを戦略層の
意思決定に活用するために用いられるのが、
7 ステップの改善プロセ
スです。例えば、「インシデント件数の増加に伴い、サービスデスクの
担当者の追加と、電話・メールから
Web フォームへの問い合わせ方式
の変更を社内で検討することになった。ただ、社内システム利用のト
ランザクション量の大幅な増減とそれに伴うサポートコストが不釣り
合いで、サービスデザインレベルの修正は対応しきれないと判断され、
システムのクラウドへの移行が検討されることになった」、これは、運
用レベルのデータが、戦術・戦略レベルの意思決定に正しく活用され
ている例だと言えるでしょう。
〜チェックしてみよう〜
□
ビジョンやSLAの合意目標から分解して測定項目を決めている ...
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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.