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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各種サービスに対するニーズの量（つまり「需要」）を総合的に把握
して管理することで、より効率的に良いサービスをお客様に提供する
ことができるようになります。これを「需要管理」と呼びます。
需要管理とは、「サービスに対する顧客の需要を把握、予測し、そ
れに影響を及ぼすことを責務とするプロセス」
（出典「
ITIL 用語および頭字語集」）
需要管理では、お客様をいくつかのカテゴリに分け、どのような行
動を取るかなどを予測し、それをサービスに対する需要へと紐づける
などの手法が用いられています。今回のお話で紹介したように、「夏に
この地域を訪れる」というカテゴリの人が「蛍を見に行く」という行
動を取ることを予測し、そういう旅行客に向けたキャンペーンを企画
する、といった具合です（図
5）。
需要管理で「需要」をコントロール？
また、需要を予測できると、その需要に影響を与えることもできる
ようになります。
例えば、イベントを企画して需要を増やしたり、曜日や時期によっ
てキャンペーン内容や金額設定を変えたりして、需要を特定の時期に
集中させる、などの方法が考えられます。
さらに、需要管理が適切に実施できるようになると、その需要予測
に合わせて、サービスやその構成アイテムのキャパシティ（量や大き
さ）や可用性（使いたいときにどれくらい使えるかの能力）を見直す
こともできるようになります。
このように、需要管理には様々なメリットがあるのです。
「需要管理」で
ニーズに応える！
ITIL
解説
073 ...
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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.