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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248
【追加されたベストプラクティス①】
リーン（Lean）
ITIL
P.234 で解説した通り、ITIL 4 では、デジタル・トランスフォーメー
ションに適応するために、「リーン」「アジャイル」「
DevOps」をはじ
めとした最新のベストプラクティスを取り込み、バージョンアップを
遂げています。
ここでは、新たに取り込まれた主な項目について紹介していきます。
まずは「リーン」です。
リーンとは「贅肉の取れた」「ムダのない」という意味の英単語で
す。その起源は、トヨタ自動車のトヨタ生産方式（
TPS：Toyota Produc
tion System）に遡ります。「カイゼン」「カンバン」「アンドン」など
の言葉を耳にしたことがある人もいるかもしれません。
トヨタ自動車は、お客様に価値を提供するために、生産過程のムダ
を徹底的に減らし、継続的に組織を改善し続けるための様々な手法や
考え方を生み出しました。
これらの手法や考え方がサービス業に取り入れられて整備され、
「リーン」と呼ばれるようになりました。
「お客様に価値を提供する」「継続的に改善し続ける」という考え方
は、まさしく
ITIL と共通するものです。これは、リーンと ITIL の 2つ
の考え方が共通しているというよりも、むしろ世の中の全てに共通す
る普遍の考え方と言ってよいでしょう。
VOCとムダ
お客様に価値を提供するには、お客様が何に価値を見出しているの
かを知ることが必須です。その最善の方法は、お客様の生の声（
VOC：
Voice Of Customer ...
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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.