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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094
お客様からの質問や簡単な依頼を、ITIL では「サービス要求」と呼
びます。
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」）
サービス要求（質問や依頼）が発生するということは、お客様が満
たされていないということです。
したがって、「いかに早く満足してもらうには何をすればよいか？」
を考え、実現していくことで、お客様に価値を提供することができま
す。これを「要求実現」と呼びます。
また、サービス要求に対して、毎回対応方法を考えながら対応する
のは、アキラ君が考える通り時間のムダですよね。したがって、以下
のような工夫ができるでしょう。
〇
よくある質問には回答を準備しておく
〇
あらかじめ対応手順を決めて練習しておく
〇
要望が多い備品は在庫を用意し、すぐ出せる場所に保管しておく
〇
説明資料を作成して貼っておく
こうしておけば、サービス要求に対して個別に対応する必要はなく
なり、要求実現をより効率化することができます（図
2）。
余談ですが、何もかもがシステマチックに整備された「回転寿司」
は、要求実現を追求した寿司屋の究極の姿と言えるかもしれませんね。
「要求実現」って何？
ITIL
解説
関連ページ
……
P.208
095
Chapter
03
様々なサービス要求に
個別に対応するのは非効率的
お客様
スプーンを落としたので
新しい のをください
Wi-Fiの接続方法 ...
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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.