Information technology — Systems and software Quality Requirements and Evaluation (SQuaRE) — Measurement of IT service quality

This document defines quality measures useful for requirements and evaluation of IT service quality in terms of characteristics and sub-characteristics defined in ISO/IEC TS 25011. This document contains a basic set of quality measures for each characteristic and sub-characteristic. This document does not assign ranges of values of the quality measures to rated levels or to grades of compliance. Such values are defined based on the nature of the IT service, and so depends on factors such as category of the IT service or users' needs. Some attributes can have a desirable range of values, which does not depend on specific user needs but generic factors, for example, service downtime. This document includes, in Annex A, considerations for the selection and application of quality measures. The quality measures in this document are primarily intended to be used for quality evaluation and improvement of IT services during or after the development life cycle. The main users of this document are people carrying out quality requirements specification and evaluation activities for IT services as part of the following: — development: including requirements analysis, design, implementation, testing and deployment during the development life cycle; — quality management: monitoring activities of quality assurance and performing quality control of an IT service; — supply: making a contract with the user for supplying an IT service under the terms of a contract; — acquisition: including IT service selection, when acquiring or procuring an IT service from a service provider; — maintenance: improvement of an IT service based on quality measurement. The relationship of this document to domain-specific IT service quality model and its precedence over this document is determined by the user in a specific context of use.

Technologies de l'information — Exigences de qualité et évaluation des systèmes et du logiciel (SQuaRE) — Mesure de la qualité du service informatique

General Information

Status
Published
Publication Date
14-Mar-2021
Current Stage
9020 - International Standard under periodical review
Start Date
15-Jan-2024
Completion Date
15-Jan-2024
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ISO/IEC TS 25025:2021 - Information technology -- Systems and software Quality Requirements and Evaluation (SQuaRE) -- Measurement of IT service quality
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ISO/IEC PRF TS 25025:Version 30-jan-2021 - Information technology -- Systems and software Quality Requirements and Evaluation (SQuaRE) -- Measurement of IT service quality
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Standards Content (Sample)

TECHNICAL ISO/IEC TS
SPECIFICATION 25025
First edition
2021-03
Information technology — Systems
and software Quality Requirements
and Evaluation (SQuaRE) —
Measurement of IT service quality
Technologies de l'information — Exigences de qualité et évaluation
des systèmes et du logiciel (SQuaRE) — Mesure de la qualité du
service informatique
Reference number
ISO/IEC TS 25025:2021(E)
©
ISO/IEC 2021

---------------------- Page: 1 ----------------------
ISO/IEC TS 25025:2021(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2021
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO/IEC 2021 – All rights reserved

---------------------- Page: 2 ----------------------
ISO/IEC TS 25025:2021(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Conformance . 3
5 Use of IT service quality measures . 3
5.1 IT service quality measurement concepts . 3
5.2 Approach to IT service quality measurement . 3
6 Format used for documenting the IT service quality measures . 4
7 IT service quality measures . 4
7.1 General . 4
7.2 Suitability measures . 6
7.2.1 General. 6
7.2.2 Completeness measures . 6
7.2.3 Correctness measures . 6
7.2.4 Appropriateness measures . 7
7.2.5 Consistency measures . 7
7.3 Usability measures .
...

TECHNICAL ISO/IEC TS
SPECIFICATION 25025
First edition
Information technology — Systems
and software Quality Requirements
and Evaluation (SQuaRE) —
Measurement of IT service quality
Technologies de l'information — Exigences de qualité et évaluation
des systèmes et du logiciel (SQuaRE) — Mesure de la qualité du
service informatique
PROOF/ÉPREUVE
Reference number
ISO/IEC TS 25025:2021(E)
©
ISO/IEC 2021

---------------------- Page: 1 ----------------------
ISO/IEC TS 25025:2021(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2021
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii PROOF/ÉPREUVE © ISO/IEC 2021 – All rights reserved

---------------------- Page: 2 ----------------------
ISO/IEC TS 25025:2021(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Conformance . 3
5 Use of IT service quality measures . 3
5.1 IT service quality measurement concepts . 3
5.2 Approach to IT service quality measurement . 3
6 Format used for documenting the IT service quality measures . 4
7 IT service quality measures . 4
7.1 General . 4
7.2 Suitability measures . 6
7.2.1 General. 6
7.2.2 Completeness measures . 6
7.2.3 Correctness measures . 6
7.2.4 Appropriateness measures . 7
7.2.5 Consistency measures . 7
7.3 Usability measures .
...

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