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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178
サービスレベルとは、簡単に言えば「サービスの品質をどの程度で
提供するか」です。例えば、平日の午前
10 時から午後 7 時までしか営
業していない喫茶店のレジは、真夜中に利用できる必要はありません
ね。また、万が一レジが故障してしまっても、手動（電卓やソロバン
で計算し、注文履歴は台帳に手書きで書き留める）で対応できるので
あれば、レジはたまに故障しても大丈夫で、修理も翌日までにできて
いれば充分かもしれません。このようにサービスの「有用性」をどの
程度「保証」するかの度合いを「サービスレベル」と言います。
このサービスレベルを管理するのが「サービスレベル管理」です。
サービスレベル管理を実現するためには、まず
IT 部門は事業部門の
顧客に対して、どの程度のサービスレベルを求めているのかを確認す
る必要があります。次に、そのために必要となる
IT コストを算出・提
示し、必要があれば交渉します（コストを減らす代わりにサービスレ
ベルも下げる、サービスレベルを上げるために
IT投資を増やす、など）。
最終的に両者が合意したら、その内容を文書にまとめ署名します。
この文書を「
SLA」（ Service Level Agreement：サービスレベル・ア
グリーメント）と呼びます。
SLA とは「IT サービス・プロバイダと顧客との間で交わされる合
意」（出典「
ITIL 用語および頭字語集」）
SLA では、IT サービスのレベルについて、P.156 で紹介した保証の 4
項目、すなわち「可用性」「キャパシティ」 ...
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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.