基于ITIL虚拟参考咨询服务管理系统的设计与应用

Design and Application of Management System of Virtual Reference Service Based on ITIL

基于ITIL与虚拟参考咨询服务之关联的分析,对服务质量管理系统在虚拟参考咨询服务中的地位进行了探讨。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,最后给出三个应用案例。

Based on describing ITIL of virtual reference service.By on-site inspection,the auther firstly makes a need analysis for Service Quality Management System for Virtual Reference Service,and then designs asystem framework including service channel management module,services quality assessment module and service operation analysis module.Finally,some methods have been offered in optimizing the founctions of VRS system.Finally,the paper illustrates three applications of these cases.