Abstract:

In order to solve the problems in information technology (IT) services of distance education,this paper makes deep research on the IT services of School of Network Education and Information Technology Infrastructure Library (ITIL) standards,and proposes an IT service management (ITSM) model for distance education. Taking School of Network Education in BUPT as an example,this study focuses on the three core processes,that is,requirements analysis and requirements change management,organization structure design of distance education and application and infrastructure monitoring and management. The model provides a solution to IT services of distance education.

Key words: distance education, information technology services, information technology infrastructure library, model, process