基于ITIL的教育资源库服务质量管理系统的设计与应用*

肖  君

（上海远程教育集团 教育软件发展公司，上海 200433）

【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。

【关键词】ITIL服务质量; 教育资源库; 服务台

【中图分类号】TP392

【文献标识码】A

【文章编号】1007-2179（2007）01-0105-04

Design and Application of Service Quality Management 

System for Educational Resources Center Based on ITIL

XIAO Jun

（Shanghai Distance Education Group,Shanghai 200433,China）

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 .

Key words: ITIL; service quality; educational resources; service desk