ITIL在参考咨询工作流程优化中的应用分析

ITIL Application Analysis in the Process Optimization of Reference Work

随着社会的日益信息化,人们对信息的需求不断扩大与深入,图书馆在满足人们信息需求中扮演着越来越重要的角色,由此带来了参考咨询新业务不断出现,同时对参考咨询工作提出了高效率、高质量的要求。将ITIL应用于参考咨询工作,可以指导参考咨询工作的流程优化,建立高效的服务流程,实现信息化、规范化、流程化的参考咨询服务。

With the growing of information-based society,and the wide and deep demands for information,libraries play an increasingly important role in meeting the needs of the information.People demands library can provide reference work of hi-efficiency and hi-quality.ITIL applying to（reference） work can guide its optimization processes,establish the efficient service processes,and（realize） the informatization,standardization and process-orientatization of reference service.