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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150
ITIL では、IT サービスマネジメントを進めるうえでの根幹とし
て、
3 つの P を紹介しています
※
。
○
Process（プロセス）：プロセスを定義し、導入する
○
Product（製品・ツール）：管理ツールを活用する
○
People（人材）：理解し、実践する人材を育てる
例えば今回の細野製作所の場合、「お問い合わせ対応プロセス」
を整備するだけでなく（＝
Process）、お問い合わせ内容を書き
留め、共有するツールとして関係者が使いやすい「メモ」を活
用しました（＝
Product）。また、出雲君をはじめとして、ゲン
さん、ヤマさん、佐藤君に、サービスマネジメントの意義やプ
ロセスの目的と内容（何のために、誰が何をすればよいのか）
を理解してもらい、プロセスに従って行動してもらったことに
より、その理解の輪がどんどん広がっていきました（＝
People）。
このように、
3 つのPの相互作用で、より良いサービスマネジ
メントを実現するのが、
ITIL の目指す姿なのです。
サービスマネジメントの3つのP
コ ラ ム
※ITIL： ITIL V2では 3 つの P、ITIL V3とITIL 2011 editionでは Partner（ パートナ ー 、サプ
ライヤ ） を 追 加して「
4つの P」として い ます 。
3 つの P
People
人材
Product
製 品・ツ ー ル
Process
プロセス
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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.