ISO/IEC TS 25011:2017

Indisponible en français

Publiée (Edition 1, 2017)

Cette publication a été révisée et confirmée pour la dernière fois en 2024. Cette édition reste donc d’actualité.

ISO/IEC TS 25011:2017

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Résumé

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.

Informations générales

État actuel
: Publiée

Date de publication
: 2017-06

Version corrigée (en)
: 2017-11

Stade
: Norme internationale confirmée [90.93]
Edition
: 1
Comité technique :
ISO/IEC JTC 1/SC 7

ICS :
35.080
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