| Publication CODE |
Title |
| ISO/IEC TS 25011:2017 (2017-06) |
INFORMATION TECHNOLOGY - SYSTEMS AND SOFTWARE QUALITY REQUIREMENTS AND EVALUATION (SQUARE) - SERVICE QUALITY MODELS |
| |
| Price Excl. VAT |
Total number of pages, tables and drawings |
|
137.00 €
|
21. |
Description
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.
|
| Class |
C990
(IEC PUBLICATIONS IEC PUBLICATIONS)
|
| Status |
IEC PUBLICATION |
| Situation |
Currently active
|
|
| Committee |
ISO/IEC JTC 1/SC 7
SOFTWARE ENGINEERING
|
| BEC Approval |
2017-06-27 |
| ICS-Code (International Standards Classification) |
35.080
|
| NBN Status |
New |
|
| IEC publication date |
2017-06-27 |
| IEC file modification date |
2017-07-07 |
| IEC last modification date |
2017-07-07 |
|
