1、 ISO 2017 Information technology Systems and software quality requirements and evaluation (SQuaRE) Service quality models Technologies de linformation Exigences de qualit et valuation des systmes et du logiciel (SQuaRE) Modle de qualit du service First edition 2017-06 Reference number ISO/TS 25011:2
2、017(E) ISO/TS 25011 TECHNICAL SPECIFICATION ii ISO/IEC 2017 All rights reserved COPYRIGHT PROTECTED DOCUMENT ISO/IEC 2017, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electr
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4、er, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyrightiso.org www.iso.org ISO/TS 25011:2017(E) ISO/TS 25011:2017(E)Foreword iv Introduction v 1 Scope . 1 2 Normative references 1 3 T erms and definitions . 2 3.1 Quality in use model . 2 3.2 IT service quality model . 2 3.3 Gene
5、ral . 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 u
6、sing 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 16 Annex D (informative) Definitions of the quality in use char act eristics and sub- characteristics
7、from ISO/IEC 25010 18 Annex E (informative) F eedback on this document .20 Bibliogr aph y .21 ISO/IEC 2017 All rights reserved iii Contents Page ISO/TS 25011:2017(E) Foreword ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the spe
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14、w . i s o .org/ iso/ foreword .html. This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology, Subcommittee SC 7, Software and systems engineering. A list of all parts in the ISO/IEC 25000 series is available on the ISO website. iv ISO/IEC 2017 All rights reserve
15、d ISO/TS 25011:2017(E) Introduction Information technology (IT) services are increasingly used to perform a wide variety of business and personal functions. IT service quality reflects how well an IT service conforms to its given design or how it compares to competitors in the marketplace. Specifica
16、tion and evaluation of the quality of an IT service is critical for the IT services to meet the stakeholders goals and objectives and this can be achieved by comprehensively defining the quality characteristics associated with the stakeholders goals and objectives for the IT services. An IT service
17、is provided by an IT service provider using components like people, processes, technology, facilities and information, and can be orchestrated using an IT service provision system; these components interact with each other to support the service as a whole. Existing software and data quality models
18、are not suitable to measure quality of IT service. IT service quality should be defined and measured by using an IT service quality model and quality measures that take account of these five components interacting. This document provides quality models to support the specification and evaluation of
19、the quality of IT services that makes use of IT systems as tools to provide value to an individual user or a business by facilitating results the user or business wants to achieve. The quality models in this document include both objective measures of service quality and measures of the users percep
20、tions of quality. That is, the IT service quality is using objective measurement as far as possible to qualify the service characteristics, and other methods (such as assessment) can be used to collect objective evidence and qualify intangible features or characteristics of the IT service. This docu
21、ment is a part of the Quality Model Division (ISO/IEC 2501n) of the SQuaRE series. The IT service quality models defined in this document are intended to be used in conjunction with the other SQuaRE series International Standards, which are represented in Figure 1 (adapted from ISO/IEC 25000). Quali
22、ty model division 2501n Quality requirements division 2503n Quality management division 2500n Quality measurement division 2502n Quality evaluation division 2504n Extension division 25050 - 25099 Figure 1 Organization of SQuaRE series of International Standards The divisions within the SQuaRE series
23、 are as follows. ISO/IEC 2500n Quality Management Division. The International Standards that form this division define all common models, terms and definitions further referred to by all other ISO/IEC 2017 All rights reserved v ISO/TS 25011:2017(E) International Standards from the SQuaRE series. The
24、 division also provides requirements and guidance for a supporting function that is responsible for a supporting function which is responsible for the management of the requirements, specifications and evaluations of software products and service quality. ISO/IEC 2501n Quality Model Division. The In
25、ternational Standards or Technical Specifications that form this division present detailed quality models for software, data and service. Furthermore, in the software and IT service quality model, the internal and external quality characteristics are decomposed into sub-characteristics. Practical gu
26、idance on the use of the quality models is also provided. ISO/IEC 2502n Quality Measurement Division. The International Standards that form this division include a software product and service quality measurement reference model, mathematical definitions of quality measures, and practical guidance f
27、or their application. Presented measures apply to internal software quality, external software quality, data quality, service quality and quality in use. Quality Measure Elements forming foundations for the latter measures are defined and presented. ISO/IEC 2503n Quality Requirements Division. The I
28、nternational Standard that forms this division helps to specify quality requirements. These quality requirements can be used in the process of quality requirements elicitation for a software product to be developed or as input for an evaluation process and also used in the process of quality require
29、ments elicitation for a service to be provided. The requirements definition process is mapped to technical processes defined in ISO/IEC 15288. ISO/IEC 2504n Quality Evaluation Division. The International Standards that form this division provide requirements, recommendations and guidelines for softw
30、are product and service evaluation, whether performed by evaluators, acquirers/customers or developers/providers. The support for documenting a measure as an Evaluation Module is also presented. ISO/IEC 25050 to ISO/IEC 25099 are reserved for SQuaRE extension International Standards, Technical Speci
31、fications, Publicly Available Specifications (PAS) and/or Technical Reports.vi ISO/IEC 2017 All rights reserved TECHNICAL SPECIFICATION ISO/TS 25011:2017(E) Information technology Systems and software quality requirements and evaluation (SQuaRE) Service quality models 1 Scope This document is applic
32、able 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 p
33、rovided by an IT system; b) services provided by a human using an IT system. This document describes the use of two quality models for IT services. a) This document defines an IT service quality model composed of eight characteristics (which are further subdivided into sub-characteristics) that rela
34、te to properties of the IT service made up from a combination of elements including people, processes, technology, facilities and information. b) 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
35、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 c
36、onsistent 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 th
37、eir 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. 2 Normative references The following documents are referred to in the text in such a way that some or all of
38、 their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. ISO/IEC 25010, Systems and software engineering Systems and software Quality Requi
39、rements and Evaluation (SQuaRE) System and software quality models ISO/IEC 25012, Software engineering Software product Quality Requirements and Evaluation (SQuaRE) Data quality model ISO/IEC 2017 All rights reserved 1 ISO/TS 25011:2017(E) 3 T erms a nd definiti ons For the purposes of this document
40、, the terms and definitions given in ISO/IEC 25010, ISO/IEC 25012 and the following apply. ISO and IEC maintain terminological databases for use in standardization at the following addresses: IEC Electropedia: available at h t t p :/ www .electropedia .org/ ISO Online browsing platform: available at
41、 h t t p :/ www .iso .org/ obp 3.1 Quality in use model The characteristics and their related sub-characteristics are listed in Table 1. T a b l e 1 Q u a l i t y i n u s e c h a r a c t e r i s t i c s a n d s u b c h a r a c t e r i s t i c s Effectiveness Freedom from risk E f f ic i e n c y Econ
42、omic risk mitigation Satisfaction Health and safety risk mitigationUsefulness Environmental risk mitigationTrust Context coveragePleasure Context completenessComfort Flexibility These quality in use characteristics and sub-characteristics are defined in ISO/IEC 25010 and the specific definitions are
43、 provided in Annex D. When this model is applied to an IT service: a) context completeness includes SLA coverage: the degree to which an IT service can be used with effectiveness, efficiency, freedom from risk and satisfaction in the context specified by the SLA; b) health and safety risk mitigation
44、 includes mitigation of risks to security, confidentiality and privacy. 3.2 IT service quality model The characteristics and their related sub-characteristics are listed in Table 2. T a b l e 2 I T s e r v i c e q u a l i t y c h a r a c t e r i s t i c s a n d s u b c h a r a c t e r i s t i c s S
45、u it a b i l it y I T s e r v i c e r e l i a b i l i t yCompleteness ContinuityCorrectness IT service recoverabilityAppropriateness AvailabilityConsistency T ang i b ili t y Us ab i l i t y VisibilityAppropriateness recognizability ProfessionalismLearnability IT service interface appearanceOperabil
46、ity ResponsivenessUser error protection TimelinessAccessibility ReactivenessCourtesy I T s e r v i c e ad a p t a b i l i t y Security Customizability2 ISO/IEC 2017 All rights reserved ISO/TS 25011:2017(E)Confidentiality InitiativeIntegrity IT se r v i ce main t aina b ili t yTraceability Analysabil
47、ityModifiabilityTestability 3.2.1 s u it a b i l it y degree to which an IT service (3.3.2) meets stated and implied needs when used in a specified context of use SOURCE: ISO/IEC 25010:2011, 4.2.1, modified “a product or system” has been replaced by “an IT service” and “provides functions” has been
48、deleted. 3.2.1.1 completeness degree to which an IT service (3.3.2) supports all the specified goals, objectives and data specified by the user (3.3.4) 3.2.1.2 correctness degree to which an IT service (3.3.2) uses the correct process and produces the correct results with accurate data 3.2.1.3 appro
49、priateness degree to which an IT service (3.3.2) provides results that are appropriate for the user (3.3.4) needs 3.2.1.4 consistency degree to which repeated or similar related IT services (3.3.2) provided consistent quality 3.2.2 usa b ili t y degree to which an IT service (3.3.2) can be used by specified users (3.3.4) to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use SOURCE: ISO/IEC 25010:2011, 4.2.4, modified
