Design And Implementation Of Service Desk Of Educational Resources Center Based On ITIL

Since Ministry of Education launched the "School to School Connection Network" plan in 2000, the construction of Educational Resources Center(ERC) has developed unprecedentedly. Till now, all levels of domestic ERC construction tends to be mature, and its attention also gradually shifts to resource operation service and continuous improvement. But in the process of operating service in ERC, two major problems are revealed. On the one hand, the services which learners anticipate are different from the ones which ERC provide actually. On the other hand, ERC's own characteristics, such as the large amount of quantity, multi-type and broad-distributed customers, almost 24-hour service, demand excessively on the operation service.At present, domestic and foreign ERCs are lack of special service management system, and the problems which have already existed in the ERC support service sector, are revealed due to the massive distributed and high QoS which are demanded anytime and anywhere. To solve the above problems, ERC needs a mature solution supported by the advanced service management and robust operation process.The maturation and extensive application of IT Service Management(ITSM) in domestic and foreign enterprise domain brings a new chance to operation service in ERC. ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for ITSM, which is critical to improve the ability of delivery and support of IT services in enterprise.Based on the above situation and related background of ITSM, this paper attempts to analyze the ITIL methodology and its successful case in enterprise domain, brings and applies ITIL to ERC for the first time, and puts forward ERC Service Management Reference Model(ERCSM) based on ITIL to solve the problems of operation service.The paper designs and implements a prototype system named "Service Desk for ERC", which is built on exsiting ERC in the operating service stage. Through integrating IT services and ERC service flow, Service Desk provides "one-stop" education resources advisory service for all levels of users according to their individual demands. Simultaneously, through statistical analysis of events and user's feedback in service flow, it also provides the opinion reference and decision-making support to ensure continuous improvement for ERC.At last, the paper makes an experimental analysis of Service Desk in Shanghai Educational Resources Center. The results show that Service Desk for ERC does well in request-response service performance, data management and operating analysis, which indicates the feasibility and validity of ITIL in ERC.