Santoso, Leo Willyanto and Yulia, (2019) ITIL Service Management Model for E-learning. [UNSPECIFIED]
Abstract
ITIL is one of the powerful approach to IT service management for any industries, such as in education. ITIL could help organizations use IT to reorganize business process and achieve the target. This paper presents a service management model for virtual education or learning management system from Petra Christian University in Surabaya, Indonesia. For the construction model, evaluation of the process of the ITIL along with virtual education components, which are: technological, administrative, communicative and pedagogical are conducted. Furthermore, the role and responsibilities of the involved actors in the system was discovered, and list of activities was defined to be developed for every step in a process of the service lifecycle, which are: service strategy, service design, service transition and service operation. The proposed model shows that the ITIL components can be adapted to the requirements of the education processes in virtual education
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