Design and Application of Management System of Virtual Reference Service Based on ITIL
Lu Ying · Information Sciences · 2009
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.