ISO/IEC/IEEE 26512:2018
(Main)Systems and software engineering — Requirements for acquirers and suppliers of information for users
Systems and software engineering — Requirements for acquirers and suppliers of information for users
This document supports the interest of system users in having consistent, complete, accurate, and usable information. It addresses both available approaches to standardization: a) process standards, which specify the way that information products are to be acquired and supplied; and b) information product standards, which specify the characteristics and functional requirements of the information. As defined in ISO/IEC/IEEE 12207 and ISO/IEC/IEEE 15288:2015, the acquisition and supply activities make up the agreement processes of the software or system life cycle. Acquisition and supply of information for users and related services are specializations of those processes. Such services can be acquired and supplied for any part of the information management process, such as the following: - information management; - information design and development; - information editing and review coordination; - information testing, particularly usability testing; - information production and packaging; - information distribution and delivery; - advice on the selection and implementation of information development tools and supporting systems; and - information development process improvement. This document provides an overview of the information management processes that are relevant to the acquisition and supply of information for users. It applies the Agreement processes (acquisition and supply) to information for users, and addresses the preparation of requirements for this information. These requirements are central to the information for users specification and statement of work discussed in this document. This document also addresses requirements for primary document outputs of the acquisition and supply process: the request for proposal and the proposal for documentation products and services. This document is intended for use in acquiring or supplying any type of information for users and is independent of information development or management tools or methodologies. This document might be helpful for acquiring and supplying the following types of information, although it does not cover all aspects of them: - multimedia systems using animation, video, and sound; - computer-based training (CBT) packages and specialized course materials intended primarily for use in formal training programs; - maintenance documentation describing the internal operation of systems software; - collaboratively generated, often known as "wiki", documentation, which will usually need to be curated periodically; and - information for users incorporated into the user interface. This document is applicable to acquirers and suppliers of information for users, including a variety of specialists: - analysts (e.g., business analysts, human factors engineers) who identify the tasks that the intended users will perform with the system; - managers of the software or system development process or the information management process; - managers of the acquisition process, and those who authorize and approve acquisitions; and - managers and authors involved in proposal preparation. It can also be consulted by those with other roles and interests in the information development process: - information designers and architects who plan the structure, format, and content requirements of information products; - experienced authors and editors who develop the written content for information for users; - graphic designers with expertise in electronic media; - user interface designers and ergonomics experts working together to design the presentation of the information on the screen; - usability testers, information development reviewers, technical contacts; - developers of tools for creating on-screen information for users.
Ingénierie du logiciel et des systèmes — Exigences pour acquéreurs et fournisseurs de documentation utilisateur
General Information
Relations
Standards Content (Sample)
INTERNATIONAL ISO/IEC/
STANDARD IEEE
26512
Second edition
2018-06
Systems and software engineering —
Requirements for acquirers and
suppliers of information for users
Ingénierie du logiciel et des systèmes — Exigences pour acquéreurs et
fournisseurs de documentation utilisateur
Reference number
ISO/IEC/IEEE 26512:2018(E)
©
ISO/IEC 2018
©
IEEE 2018
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ISO/IEC/IEEE 26512:2018(E)
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ISO/IEC/IEEE 26512:2018(E)
Contents
1 Scope . 1
2 Normative references . 2
3 Terms and definitions . 2
4 Conformance . 7
4.1 General . 7
4.2 Definition of conformance . 7
4.3 Conformance situations . 7
5 Information for users within a system/software life cycle . 8
6 Agreement processes within a system/software life cycle . 10
6.1 General . 10
6.2 Information for users acquisition process . 11
6.2.1 Purpose of the acquisition process . 11
6.2.2 Outcomes of the acquisition process . 11
6.3 Information for users acquisition activities and tasks . 11
6.3.1 General . 11
6.3.2 Acquisition preparation . 11
6.3.3 Supplier selection . 13
6.3.4 Negotiating and agreeing to the contract . 13
6.3.5 Contract management and monitoring . 13
6.3.6 Acquirer acceptance . 14
6.3.7 Acquisition closure . 14
6.4 Information for users supply process . 14
6.4.1 Purpose of the supply process . 14
6.4.2 Outcomes of the supply process . 14
6.5 Information for users supply activities and tasks . 14
6.5.1 General . 14
6.5.2 Opportunity identification and evaluation . 15
6.5.3 Proposal preparation . 15
6.5.4 Negotiating and agreeing to the contract . 15
6.5.5 Contract performance . 15
6.5.6 Delivery . 17
7 Defining information for users requirements and constraints . 17
7.1 Aspects of requirements and constraints . 17
7.2 Schedule constraints . 17
7.3 Usability requirements . 18
7.4 Product modification requirements . 18
7.5 Localization and translation requirements . 19
7.6 Legal requirements . 19
7.7 Safety requirements . 20
7.8 Security requirements . 20
7.9 Standards and conventions . 20
7.10 Quality management requirements . 20
8 Specification of the information for users . 21
9 Statement of work . 21
10 Request for proposal . 22
10.1 Request for proposal topics . 22
10.2 Project objectives . 23
10.3 Requirements for supporting processes . 23
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ISO/IEC/IEEE 26512:2018(E)
10.4 Supplier capabilities and experience . 23
10.5 Instructions for bidders . 23
10.6 List of deliverable information for users products or services . 23
10.7 Confidentiality and intellectual property . 24
10.8 Proposal evaluation criteria . 24
11 Information for users proposal . 24
11.1 Information for users proposal contents . 24
11.2 Understanding of requirements . 25
11.3 Scope of the project . 26
11.4 Processes . 26
11.5 Experience, capabilities, and available resources . 26
11.6 Schedule . 27
11.7 Deliverables . 27
11.8 Price proposal . 27
Annex A (informative) Requirements clauses and checklist for acquirers . 28
Annex B (informative) Requirements clauses and checklist for suppliers . 31
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ISO/IEC/IEEE 26512:2018(E)
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical activity.
ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non‐governmental, in liaison with ISO and IEC, also take part in the work.
In the field of information technology, ISO and IEC have established a joint technical committee, ISO/IEC
JTC 1.
IEEE Standards documents are developed within the IEEE Societies and the Standards Coordinating
Committees of the IEEE Standards Association (IEEE‐SA) Standards Board. The IEEE develops its
standards through a consensus development process, approved by the American National Standards
Institute, which brings together volunteers representing varied viewpoints and interests to achieve the
final product. Volunteers are not necessarily members of the Institute and serve without compensation.
While the IEEE administers the process and establishes rules to promote fairness in the consensus
development process, the IEEE does not independently evaluate, test, or verify the accuracy of any of the
information contained in its standards.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of ISO/IEC JTC 1 is to prepare International Standards. Draft International Standards
adopted by the joint technical committee are circulated to national bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the national bodies casting a vote.
Attention is called to the possibility that implementation of this document may require the use of subject
matter covered by patent rights. By publication of this document, no position is taken with respect to the
existence or validity of any patent rights in connection therewith. ISO/IEC and IEEE is not responsible for
identifying essential patents or patent claims for which a license may be required, for conducting
inquiries into the legal validity or scope of patents or patent claims or determining whether any licensing
terms or conditions provided in connection with submission of a Letter of Assurance or a Patent
Statement and Licensing Declaration Form, if any, or in any licensing agreements are reasonable or non‐
discriminatory. Users of this document are expressly advised that determination of the validity of any
patent rights, and the risk of infringement of such rights, is entirely their own responsibility. Further
information may be obtained from ISO or the IEEE Standards Association.
ISO/IEC/IEEE 26512:2018 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information
technology, Subcommittee SC 7, Software and systems engineering, in cooperation with the Software
and Systems Engineering Standards Committee of the IEEE Computer Society, under the Partner
Standards Development Organization cooperation agreement between ISO and IEEE.
This second edition of ISO/IEC/IEEE 26512 cancels and replaces ISO/IEC/IEEE 26512:2010 with minor
revisions:
— removal of superfluous definitions;
— updated version of the information management process from the normative standard
ISO/IEC/IEEE 15288:2015;
— the addition of cross‐reference Table 1, Acquirer and supplier processes;
— updates to the Bibliography; and
— editorial changes.
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ISO/IEC/IEEE 26512:2018(E)
Introduction
This document was developed to assist users of ISO/IEC/IEEE 15288:2015 or ISO/IEC 12207 to acquire
or supply systems and software information for users and information services as part of the life cycle
processes. It defines the information development process from the acquirer’s standpoint and the
supplier’s standpoint. This document addresses the identification, definition, and fulfillment of
requirements for information for users as part of the acquisition and supply processes.
This document covers the requirements for information items used in the acquisition of information for
users: the acquisition plan, document specification, statement of work, request for proposals, and the
proposal. It also discusses the use of a Document Plan in the acquisition and supply processes.
This document is independent of the software tools that can be used to produce information for users,
and applies to both printed and on‐screen material, and to other media such as video or augmented reality
systems. Much of its guidance is applicable to information for users for systems including hardware as well
as software.
Earlier standards tended to view the results of the information development process as a single book or
multivolume set: a one‐time deliverable. Increasingly, information acquirers and suppliers recognize
that most information for users is now produced from managed re‐use of previously developed
information (single‐source documentation) adapted for new software or system versions, or
presentation in various on‐screen and printed media. While this document does not describe how to set
up a content management system, it is applicable for organizations practicing single‐source
documentation, as well as for acquirers and suppliers of one‐time deliverables.
Anyone who uses products that contain software needs accurate information about how the software will
help the user accomplish a task. Information for users can be the first tangible item that the user sees,
and so influences the user’s first impressions of the product. If the information is supplied in a convenient
form and is easy to find and understand, the user can quickly become proficient at using the product.
Therefore, well‐designed information for users not only assists the user and helps to reduce the cost of
training and support, but also enhances the reputation of the product, its producer, and its suppliers.
Although software developers intend to design user interfaces that behave so intuitively that very
little separate information is needed, this is rarely possible. Today’s software offers increasingly robust
functionality, not only within applications, but also across applications which intelligently exchange
information with one another. Further, most software includes underlying rules and calculations, or
algorithms that affect the results a user can obtain when using the software. These underlying
programming mechanics are discernable by users, but only through laborious testing. For these and
other reasons, information for users remains an essential component of usable software products and
systems.
Information for users is often regarded as something done after the system has been implemented.
However, for high‐quality information, its development needs to be regarded as an integral part of the
software or system life cycle. In fact, quality information for users or information management services
are important enough to require specific planning.
Related standards for those acquiring and supplying information for software users include ISO/IEC
26514:2008 (IEEE Std 26514‐2010), Systems and software engineering — Requirements for designers and
developers of user documentation, and ISO/IEC/IEEE 26513, Systems and software engineering —
Requirements for testers and reviewers of information for users. Other International Standards address the
information for users and information management processes from the viewpoint of managers and agile
projects.
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ISO/IEC/IEEE 26512:2018(E)
This document is consistent with ISO/IEC 12207 and ISO/IEC 15288:2015 as an implementation of the
Acquisition and Supply processes, which comprise the Agreement processes, and of the Information
Management process.
This document is intended for use in all types of organizations, whether they have a dedicated
documentation department or not. It can be used as a basis for local standards and procedures. Readers
are assumed to have experience or knowledge of general agreement processes for acquisition and
supply of products and services.
The order of clauses in this document does not imply that the acquisition activities need to be performed
in this order, nor that information for users needs to be developed in this order or presented to the user in
this order.
In each clause, the requirements are media‐independent, as far as possible.
The checklists in Annexes A and B can be used to track conformance with the requirements of this
document for acquirers and suppliers of information products.
The Bibliography contains references to source material used in the development of this document, as
well as sources of additional information that might be useful to acquirers and suppliers.
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ISO/IEC/IEEE 26512:2018(E)
Systems and software engineering — Requirements for acquirers
and suppliers of information for users
1 Scope
This document supports the interest of system users in having consistent, complete, accurate, and usable
information. It addresses both available approaches to standardization: a) process standards, which
specify the way that information products are to be acquired and supplied; and b) information product
standards, which specify the characteristics and functional requirements of the information.
As defined in ISO/IEC/IEEE 12207 and ISO/IEC/IEEE 15288:2015, the acquisition and supply activities
make up the agreement processes of the software or system life cycle. Acquisition and supply of
information for users and related services are specializations of those processes. Such services can be
acquired and supplied for any part of the information management process, such as the following:
— information management;
— information design and development;
— information editing and review coordination;
— information testing, particularly usability testing;
— information production and packaging;
— information distribution and delivery;
— advice on the selection and implementation of information development tools and supporting
systems; and
— information development process improvement.
This document provides an overview of the information management processes that are relevant to the
acquisition and supply of information for users. It applies the Agreement processes (acquisition and
supply) to information for users, and addresses the preparation of requirements for this information.
These requirements are central to the information for users specification and statement of work
discussed in this document. This document also addresses requirements for primary document outputs
of the acquisition and supply process: the request for proposal and the proposal for documentation
products and services.
This document is intended for use in acquiring or supplying any type of information for users and is
independent of information development or management tools or methodologies.
This document might be helpful for acquiring and supplying the following types of information, although
it does not cover all aspects of them:
— multimedia systems using animation, video, and sound;
— computer‐based training (CBT) packages and specialized course materials intended primarily for
use in formal training programs;
— maintenance documentation describing the internal operation of systems software;
— collaboratively generated, often known as “wiki”, documentation, which will usually need to be
curated periodically; and
— information for users incorporated into the user interface.
1
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ISO/IEC/IEEE 26512:2018(E)
This document is applicable to acquirers and suppliers of information for users, including a variety of
specialists:
— analysts (e.g., business analysts, human factors engineers) who identify the tasks that the intended
users will perform with the system;
— managers of the software or system development process or the information management
process;
— managers of the acquisition process, and those who authorize and approve acquisitions; and
— managers and authors involved in proposal preparation.
It can also be consulted by those with other roles and interests in the information development process:
— information designers and architects who plan the structure, format, and content
requirements of information products;
— experienced authors and editors who develop the written content for information for users;
— graphic designers with expertise in electronic media;
— user interface designers and ergonomics experts working together to design the presentation
of the information on the screen;
— usability testers, information development reviewers, technical contacts;
— developers of tools for creating on‐screen information for users.
2 Normative references
The following documents are referred to in the text in such a way that some or all of 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/IEEE 12207, Systems and software engineering — Software life cycle processes
ISO/IEC/IEEE 15288:2015, Systems and software engineering — System life cycle processes
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC/IEEE 24765 (available
at www.computer.org/sevocab) and the following apply.
ISO, IEC and IEEE maintain terminological databases for use in standardization at the following addresses:
— IEC Electropedia: available at http://www.electropedia.org
— ISO Online browsing platform: available at http://www.iso.org/obp
— IEEE Standards Dictionary Online: available at http://dictionary.ieee.org
3.1
accessibility
usability of a software or information product, service, environment, or facility by people with the widest
range of capabilities
Note 1 to entry: Although “accessibility” typically addresses users who have disabilities, the concept is not limited to disability
issues.
2
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ISO/IEC/IEEE 26512:2018(E)
[SOURCE: ISO/IEC 26514:2008, Modified, Note 2 to entry has become Note 1 to entry, original Note 1 to entry has
been deleted.]
3.2
analysis
investigation and collection phase of development that aims to specify types of users and their
informational needs
[SOURCE: ISO/IEC/IEEE 24765:2010]
3.3
audience
category of users sharing the same or similar characteristics and needs (for example, reason for using
the information, tasks, education level, abilities, training, experience)
Note 1 to entry: There can be different audiences for information for users (for example, management, data entry, maintenance)
that determine the content, structure, and use of the information.
[SOURCE: ISO/IEC 26514:2008, Note 1 to entry modified and editorially revised: "intended documentation" has
become "information."]
3.4
change control procedure
actions taken to identify, document, review, and authorize changes to a software or information
product that is being developed
Note 1 to entry: The procedures help to ensure that the validity of changes is confirmed, that the effects on other items are
examined, and that those people concerned with the development are notified of the changes.
[SOURCE: ISO/IEC 26514:2008, Modified, Note 1 to entry editorially revised.]
3.5
configuration management
discipline applying technical and administrative direction and surveillance to:
� identify and document the functional and physical characteristics of a configuration item;
� control changes to those characteristics;
� record and report change processing and implementation status; and
� verify compliance with specified requirements.
3.6
contract
relationship between acquirer and supplier, which in broad terms prescribes that one party will provide
defined goods and services and the other party will pay a defined fee for them
Note 1 to entry: In many countries, contracts do not have to be written but the terms of the contracts referred to in this
document are defined in writing.
Note 2 to entry: The contract relationship can have other names, such as “agreement.” The acquirer determines which term is
to be used in the application of this document.
3.7
customization
adaptation of a software or information product to the needs of a particular audience
3
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