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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154
「サービス」は、ITIL を理解するうえで最も重要な言葉です。ITIL で
は、サービスを次のように定義しています。
サービスとは「顧客が特定のコストやリスクを負わずに達成する
ことを望む成果を促進することによって、顧客に価値を提供する
手段」（出典「
ITIL 用語および頭字語集」）
ホテルや喫茶店など、いわゆる「サービス業」に分類される業種が
提供しているのが「サービス」です。
ここで考えてみてください。例えばみなさんは、どんな目的でホテ
ルを利用するのでしょうか。
○
家から遠い場所にでかけ、その場所に滞在するため
○
美味しい料理を食べるため
○
普段とは異なるラグジュアリーな気分で過ごすため
などなど、「したいこと」（上の定義で言うところの「達成することを
望む成果」）があるはずです。
他方、この目的を成し遂げるために、例えばテントを張って一晩過
ごす場所を確保したり、食材を調達してきて料理をしたりといった面
倒なこと（「コストやリスクを負う」こと）はしたくないですよね。現
実問題として、ホテル並みのラグジュアリーな環境を自前で用意しよ
うとしたら大変です。
したがって、このようなことを全て代わりに実施して、本来「お客
様が得たい成果」を得られるようにしてあげる全てのことを、一言で
「サービス」と呼んでいるのです（図
2）。
【ITILの基本用語】
サービス
ITIL
関連ページ
……
P.030、P.0 4 6 、P050
155
Chapter
05
「お客様が得たい成果」を
得られるようにしてあげる取り組み
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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.