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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※ITIL 4の 用 語 の日本 語 訳 は 、筆 者によるもの
241
Chapter
07
【ITIL4の新概念②】
サ ービ ス マネジメントの
4つの側面
ITIL
ITIL 4 では、ITSM（IT サービスマネジメント）を進めるうえで意識
すべき
4 つの側面がまとめ直されています。これは、従来からあった
「
ITSM の 4 つの P」（ P. 1 5 0 参照）を踏襲し、さらに整備されたものと言
えます（図
3）。
ITIL 4 では、顧客により良い価値を提供し続けるためには、高い IT
（情報技術）を持つだけでなく、次の4 つの側面を総合的かつバランス
よく意識しながら進めることがよいとしています。
●組織と人材
1つ目は「組織と人材（Organizations and people）」です。組織の
規模や複雑さに合わせて、組織構造や管理体制、役割と責任、コミュ
ニケーションの取り方など、組織と人材がどうあるべきかについて決
めなくてはならない、ということです。もちろん、組織や関わるメン
バーはどんどん変化していきますので、それに応じて変化し続けるこ
とも必要です。
●情報と技術
2 つ目は「情報と技術」（Information and technology）です。良い
サービスを管理し提供するためには、どのような情報とナレッジが必
要か、それらをどこにどのように蓄積し、活用し、保存し、廃棄する
かなどについても検討しなければならない、ということです。そして、
それらをうまく管理するためのツールも活用しなければならないとし ...
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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.