ISO/IEC TS 25025:2021
(Main)Information technology — Systems and software Quality Requirements and Evaluation (SQuaRE) — Measurement of IT service quality
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
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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 2021
© 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
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 . 8
7.3.1 General. 8
7.3.2 Appropriateness recognizability measures . 8
7.3.3 Learnability measures . 8
7.3.4 Operability measures . 9
7.3.5 User error protection measures .10
7.3.6 Accessibility measures . .10
7.3.7 Courtesy measures .10
7.4 Security measures .11
7.4.1 General.11
7.4.2 Confidentiality measures .11
7.4.3 Integrity measures .12
7.4.4 Traceability measures .12
7.5 IT service reliability measures .12
7.5.1 General.12
7.5.2 Continuity measures . .12
7.5.3 IT service recoverability measures .13
7.5.4 Availability measures .14
7.6 Tangibility measures .14
7.6.1 General.14
7.6.2 Visibility measures .14
7.6.3 Professionalism measures .14
7.6.4 IT service interface appearance measures .15
7.7 Responsiveness measures .15
7.7.1 General.15
7.7.2 Timeliness measures .16
7.7.3 Reactiveness measures .16
7.8 IT service adaptability measures .16
7.8.1 General.16
7.8.2 Customizability measures .16
7.8.3 Initiative measures . . .17
7.9 IT service maintainability measures .18
7.9.1 General.18
7.9.2 Analysability measures .18
© ISO/IEC 2021 – All rights reserved iii
7.9.3 Modifiability measures .18
7.9.4 Testability measures .18
Annex A (Informative) Context of using the model and different IT service types .20
Bibliography .23
iv © ISO/IEC 2021 – All rights reserved
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.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for
the different types of document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives or www .iec .ch/ members
_experts/ refdocs).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents) or the IEC
list of patent declarations received (see patents.iec.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www .iso .org/
iso/ foreword .html. In the IEC, see www .iec .ch/ understanding -standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 7, Software and systems engineering.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/ members .html and www .iec .ch/ national
-committees.
© ISO/IEC 2021 – All rights reserved v
Introduction
0.1 General
This document is a part of the Systems and software Quality Requirements and Evaluation(SQuaRE)
series of documents, which provides a set of measures for the quality characteristics of IT service that
are defined in ISO/IEC TS 25011. It can be used for specifying requirements, measuring and evaluating
the IT service quality, in conjunction with other SQuaRE series of documents.
The set of quality measures in this document are selected based on their practical value. They are not
intended to be exhaustive, therefore users of this document are encouraged to refine them if necessary.
0.2 Quality measurement divisio
...
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 2021
© 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
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 . 8
7.3.1 General. 8
7.3.2 Appropriateness recognizability measures . 8
7.3.3 Learnability measures . 8
7.3.4 Operability measures . 9
7.3.5 User error protection measures .10
7.3.6 Accessibility measures . .10
7.3.7 Courtesy measures .10
7.4 Security measures .11
7.4.1 General.11
7.4.2 Confidentiality measures .11
7.4.3 Integrity measures .12
7.4.4 Traceability measures .12
7.5 IT service reliability measures .12
7.5.1 General.12
7.5.2 Continuity measures . .12
7.5.3 IT service recoverability measures .13
7.5.4 Availability measures .14
7.6 Tangibility measures .14
7.6.1 General.14
7.6.2 Visibility measures .14
7.6.3 Professionalism measures .14
7.6.4 IT service interface appearance measures .15
7.7 Responsiveness measures .15
7.7.1 General.15
7.7.2 Timeliness measures .16
7.7.3 Reactiveness measures .16
7.8 IT service adaptability measures .16
7.8.1 General.16
7.8.2 Customizability measures .16
7.8.3 Initiative measures . . .17
7.9 IT service maintainability measures .18
7.9.1 General.18
7.9.2 Analysability measures .18
© ISO/IEC 2021 – All rights reserved iii
7.9.3 Modifiability measures .18
7.9.4 Testability measures .18
Annex A (Informative) Context of using the model and different IT service types .20
Bibliography .23
iv © ISO/IEC 2021 – All rights reserved
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.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for
the different types of document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives or www .iec .ch/ members
_experts/ refdocs).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents) or the IEC
list of patent declarations received (see patents.iec.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www .iso .org/
iso/ foreword .html. In the IEC, see www .iec .ch/ understanding -standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 7, Software and systems engineering.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/ members .html and www .iec .ch/ national
-committees.
© ISO/IEC 2021 – All rights reserved v
Introduction
0.1 General
This document is a part of the Systems and software Quality Requirements and Evaluation(SQuaRE)
series of documents, which provides a set of measures for the quality characteristics of IT service that
are defined in ISO/IEC TS 25011. It can be used for specifying requirements, measuring and evaluating
the IT service quality, in conjunction with other SQuaRE series of documents.
The set of quality measures in this document are selected based on their practical value. They are not
intended to be exhaustive, therefore users of this document are encouraged to refine them if necessary.
0.2 Quality measurement divisio
...
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