ISO/IEC TS 25011:2017
(Main)Information technology — Systems and software Quality Requirements and Evaluation (SQuaRE) — Service quality models
Information technology — Systems and software Quality Requirements and Evaluation (SQuaRE) — Service quality models
ISO/IEC TS 25011:2017 is applicable to IT services that support the needs of an individual user or a business. IT services can be delivered personally or remotely by people, or by an IT application that could be in a local or remote location (see Annex A). These include two types of IT services: a) services completely automated provided by an IT system; b) services provided by a human using an IT system. ISO/IEC TS 25011:2017 describes the use of two quality models for IT services. a) ISO/IEC TS 25011:2017 defines an IT service quality model composed of eight characteristics (which are further subdivided into sub-characteristics) that relate to properties of the IT service made up from a combination of elements including people, processes, technology, facilities and information. b) ISO/IEC TS 25011:2017 describes how the quality in use model in ISO/IEC 25010 which is composed of five characteristics (some of them are further subdivided into sub-characteristics) can be applied to the outcome when an IT service is used in a particular context of use. This model is applicable to the complete service provision system composed of people, processes, technology, facilities and information. The characteristics and sub-characteristics provide consistent terminologies and check lists for specifying, measuring and evaluating IT service quality. The use of the IT service quality models can help: - IT service providers to identify service quality requirements, and evaluate and improve the quality of the service provided; - customers to specify their requirements for the quality of service, define the acceptance criteria for service, and evaluate the quality of an IT service; and - a third party to evaluate the quality of an IT service.
Technologies de l'information — Exigences de qualité et évaluation des systèmes et du logiciel (SQuaRE) — Modèle de qualité du service
General Information
Standards Content (Sample)
TECHNICAL ISO/IEC TS
SPECIFICATION 25011
First edition
2017-06
Corrected version
2017-11
Information technology — Systems
and software Quality Requirements
and Evaluation (SQuaRE) — Service
quality models
Technologies de l'information — Exigences de qualité et évaluation
des systèmes et du logiciel (SQuaRE) — Modèle de qualité du service
Reference number
ISO/IEC TS 25011:2017(E)
©
ISO/IEC 2017
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ISO/IEC TS 25011:2017(E)
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ISO/IEC TS 25011:2017(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
3.1 Quality in use model . 2
3.2 IT service quality model . 2
3.3 General . 6
4 Conformance . 8
5 Quality models framework . 8
5.1 Overview . 8
5.1.1 General. 8
5.1.2 Applying the quality in use model to IT services . 9
5.1.3 IT service quality model .10
5.2 Scope of the quality models .11
5.3 Applying the quality models to IT services .12
Annex A (informative) Context of using the model and different IT service types .13
Annex B (informative) IT service quality life cycle .14
Annex C (informative) Comparison with the quality models in ISO/IEC 25010 and ISO/
IEC 25012 .
...
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