| 基于ITIL的教育资源库服务质量管理系统的设计与应用 |
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| 引用本文： | 肖君.基于ITIL的教育资源库服务质量管理系统的设计与应用[J].开放教育研究,2007,13(1):105-108. |
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| 作者姓名： | 肖君 |
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| 作者单位： | 上海远程教育集团,教育软件发展公司,上海,200433 |
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| 基金项目： | 上海市教育信息化重大应用项目 |
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| 摘 要： | 教育资源库服务质量管理系统基于ITIL方法,为不同类型的用户提供符合用户个性化需求的、具有质量的教育服务。本文对教育资源库服务质量管理系统进行了需求分析,设计了包括服务渠道管理模块、服务质量评估模块和服务运维分析模块组成的系统架构,最后还给出了三个应用案例。
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| 关 键 词： | ITIL服务质量 教育资源库 服务台 |
| 文章编号： | 23912731 |
| 修稿时间： | 11 12 2006 12:00AM |
Design and Application of Service Quality Management System for Educational Resources Center Based on ITIL |
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| XIAO Jun.Design and Application of Service Quality Management System for Educational Resources Center Based on ITIL[J].Open Education Research,2007,13(1):105-108. |
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| Authors: | XIAO Jun |
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| Institution: | Shanghai Distance Education Group, Shanghai 200433, China |
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| Abstract: | The service quality management system for Educational Resources Center,which is based on the ITIL methodology,provides users with quality and personalized education services according to their different needs.The paper firstly makes a need analysis for the service quality management system,and then designs a system framework including service channel management module,services quality assessment module and service operation analysis module.Finally,the paper illustrates three applications of these modules. |
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| Keywords: | ITIL service quality educational resources service desk |
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