IEC - International Electrotechnical Commission - ISO/IEC TS 25011:2017
Information technology - Systems and software quality requirements and evaluation (SQuaRE) - Service quality models
|Organization:||IEC - International Electrotechnical Commission|
|Publication Date:||27 June 2017|
|ICS Code (Software):||35.080|
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... View More
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)
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)
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.