ETSI TS 102 844 V1.2.1 (2010-11)

User Group; Quality of Telecom Services; Conformity assessment; Requirements for bodies providing QoS assessments and surveys

RTS/USER-00035

General Information

• Status: Published
• Publication Date: 28-Nov-2010
• Technical Committee: USER - User Group
• Current Stage: 12 - Completion
• Due Date: 16-Nov-2010
• Completion Date: 29-Nov-2010

Standards Content (Sample)

Technical Specification
User Group;
Quality of Telecom Services;
Conformity assessment;
Requirements for bodies providing QoS assessments and
surveys
2 ETSI TS 102 844 V1.2.1 (2010-11)

Reference
RTS/USER-00035
Keywords
QoS, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE

Tel.: [phone]  Fax: [phone]

Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88

Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.

© European Telecommunications Standards Institute 2010.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being registered
for the benefit of its Members and of the 3GPP Organizational Partners.
GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.
ETSI
3 ETSI TS 102 844 V1.2.1 (2010-11)
Contents
Intellectual Property Rights . 4
Foreword . 4
Introduction . 4
1 Scope . 5
2 References . 5
2.1 Normative references . 5
2.2 Informative references . 5
3 Definitions and abbreviations . 6
3.1 Definitions . 6
3.2 Abbreviations . 6
4 Approach for Conformity Assessment . 6
4.1 Scope of Conformity Assessment . 6
4.2 Types of Conformity Assessment . 7
5 Scope of conformity assessment . 8
6 Audit team for conformity assessment . 8
7 Audit activities . 8
7.1 Overview . 8
7.2 Audit Methods . 9
7.3 Assessment of QoSAP Status . 9
7.4 Independency . 9
8 Assessment of the campaign process . 9
9 Assessment of the campaign definition and operation . 10
10 Assessment by the audit team . 10
11 QoSAP Resources and testing equipment . 10
12 Audit report . 10
12.1 Audit findings and non conformities . 11
13 Monitoring the conformity . 11
14 Audit duration . 11
Annex A (informative): List of European accreditation bodies members of EA (European
Cooperation for Accreditation) . 12
Annex B (informative): Bibliography . 13
History . 14

ETSI
4 ETSI TS 102 844 V1.2.1 (2010-11)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This Technical Specification (TS) has been produced by ETSI User Group (USER).
Information and Communication Technology (ICT) standardisation is part of the general standardisation activities, and
contributes to policy objectives to improve the competitiveness of European industry, as specified in the Lisbon
strategy. The legal basis for European standardisation and standardisation policy, including the ICT domain, is
Directive 98/34/EC [i.2]. One of its main elements is the formal recognition of three European Standards
Organisations (ESO), CEN, CENELEC and ETSI, active in various degrees in the ICT domain. Standards produced by
the three ESO and resulting from an open consensus building process are by nature voluntary and non binding technical
documents.
The standardization work described in the present document was funded by the European Commission, Enterprise and
Industry Directorate-General, as part of the 2009 ICT Standardisation Work Programme and executed by ETSI.
The present document has been produced within the ETSI Special Committee USER GROUP (USER) by the Specialist
Task Force (STF) 374 and the maintenance is ensured by the USER GROUP.
Introduction
In order to provide evidence that the Quality of Service (QoS) assessment is conducted according to TS 102 852 [1], it
will be useful for a service provider to have its QoS assessment process audited by an independent party. The purpose
of the present document is to define when, how and by whom a conformity assessment audit of the QoS assessment
shall be conducted. Such a conformity assessment is expected to contribute to an increased confidence by service
providers, customers, regulators and other stakeholders in QoS assessment results.
The present document provides the requirements needed to ensure that QoS information has been assessed according to
the best practices and to TS 102 852 [1]. It can be used by any assessment body to assess the conformity of the
assessment process of the Quality of Service (QoS) of Services Providers (SP).
NOTE: Conformity assessment against the present document may be issued by a certification body accredited
ISO/IEC Guide 65 [2] by a European Cooperation for Accreditation (EA) member
(www.european-accreditation.org). EA members are listed in Annex A. In that case, the declaration of
conformity is called a "certificate of conformity".
Although the present document is not a multipart deliverable, it is closely linked to:
• The EG 202 843 [i.1] that defines parameters and basic information which are universally applicable. One aim
here is to keep the parameter definitions stable and complete for any kind of application.
• The TS 102 852 [1] that defines the test methodologies, how to apply the parameters including all necessary
boundary conditions and preconditions with the aim to ensure comparability of results and to guarantee the
objectivity of the results.
ETSI
5 ETSI TS 102 844 V1.2.1 (2010-11)
1 Scope
The present document details the specific requirements an independent body should comply with in addition to the
generic standards ISO/IEC Guide 65 [2] to provide conformity assessment of the QoS assessment process of
Information and Communication Technology (ICT) services to EG 202 843 [i.1] and other relevant standards listed in
the present document.
NOTE 1: According to TS 102 852 [1], QoS of the customer Relationship Stages other than utilization is assessed.
NOTE 2: The present document may be used by any stakeholder concerned by QoS Assessment in order to be
confident with the results of QoS campaigns and with the way they are carried out.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are necessary for the application of the present document.
[1] ETSI TS 102 852: "User Group; Quality of ICT Services; Assessment process of the QoS
parameters of the customer relationship stages".
[2] ISO/IEC Guide 65 (1996): "General requirements for bodies operating product certification
systems".
NOTE: ISO/IEC Guide 65 is expected to be replaced by ISO/IEC 17065 next year.
[3] ISO 19011: "Guidelines for quality and/or environmental management systems auditing".
[4] CENELEC EN 45020 (1998): "Standardisation and related activities - General vocabulary".
[5] CENELEC EN 45011: "General requirements for bodies operating product certification systems".
NOTE: CENELEC EN 45011 is expected to be replaced by ISO/IEC 17065 next year.
2.2 Informative references
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI EG 202 843: "User Group; Quality of ICT Services; Definitions and Methods for Assessing
the QoS parameters of the Customer Relationship Stages other than utilization".
[i.2] Directive 98/34/EC of the European Parliament and of the Council of 22 June 1998 laying down a
procedure for the provision of information in the field of technical standards and regulations and of
rules on Information Society services.
ETSI
6 ETSI TS 102 844 V1.2.1 (2010-11)
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
accreditation body: organization that has the power to accredit a Conformity Assessment Body
audit team: group of auditors appointed to provide conformity assessment of the QoS assessment activities with
respect to a techn
...