基于ITIL的虚拟参考咨询服务管理系统的设计与实现探究

ITIL与虚拟参考咨询服务存在着关联。以此,运用ITIL的方法论设计出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,并对系统相关功能提出了相应的优化策略,最后给出一个应用案例。

There are some relationship between ITIL and virtual reference service. Therefore, this paper designs a system structure that includes the modules of service channel management, service quality evaluation and service function analysis with ITIL. It also puts forward some optimizing measures with an application case.