Abstract:

The COVID-19 pandemic had a major impact on the education system, disrupting it due to the fact that it had to be performed remotely. The inability to keep kindergartens, schools, universities, colleges open due to the COVID-19 pandemic has led to the exclusive enactment of the online education system in areas that have been properly equipped with internet access. Teachers were forced to adopt digital education through remote learning programs and using applications and platforms to successfully connect with learners remotely and thus to minimize the disruption of education as much as possible. After COVID-19, many applications are necessary for education and these applications must be managed very well so that there will be no interruptions in their daily operation.

This paper considers that applications used in education during the COVID-19 pandemic should work without interruption for users so that they enjoy a good experience and proposes the implementation of the Information Technology Service Operation process. Information Technology Service Operation is part of Information Technology Service Management. While Information Technology Service Management helps as an educational organization to maximize the business value of educational services due to the use of Information Technology and helps to the implementation of quality Information Technology services, the purpose of the Information Technology Service Operation process is to perform everything that is required to deliver the Information Technology Service to the learners, in our case, at an agreed service level. In this paper it is analyzed if in an educational institution the Service Desk function of the Information Technology Service Operations process is implemented and presents the findings and recommendations for other institutions.

Keywords:

Service Desk, Information Technology Service Management, Information Technology Service Operations, Learning Information Technology Services, Future of Learning.