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BSI PD ISO/IEC TS 25011:2017

BSI PD ISO/IEC TS 25011:2017

$142.49

Information technology. Systems and software Quality Requirements and Evaluation (SQuaRE). Service quality models

Published By Publication Date Number of Pages
BSI 2017 30
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This document 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:

  1. services completely automated provided by an IT system;

  2. services provided by a human using an IT system.

This document describes the use of two quality models for IT services.

  1. This document 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.

  2. This document 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.

PDF Catalog

PDF Pages PDF Title
2 National foreword
6 Foreword
7 Introduction
9 1 Scope
2 Normative references
10 3 Terms and definitions
3.1 Quality in use model
3.2 IT service quality model
14 3.3 General
16 4 Conformance
5 Quality models framework
5.1 Overview
5.1.1 General
17 5.1.2 Applying the quality in use model to IT services
18 5.1.3 IT service quality model
19 5.2 Scope of the quality models
20 5.3 Applying the quality models to IT services
21 AnnexĀ A (informative) Context of using the model and different IT service types
22 AnnexĀ B (informative) IT service quality life cycle
24 AnnexĀ C (informative) Comparison with the quality models in ISO/IECĀ 25010 and ISO/IECĀ 25012
26 AnnexĀ D (informative) Definitions of the quality in use characteristics and sub-characteristics from ISO/IECĀ 25010
28 AnnexĀ E (informative) Feedback on this document
29 Bibliography

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BSI PD ISO/IEC TS 25011:2017
$142.49