ISO/IEC CD 25011

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

Scope

This document defines an IT service quality model, which is applicable to IT services that support the needs of an individual user or any businesses. The IT service quality model is composed of ten 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. The characteristics and sub-characteristics provide consistent terminologies and check lists for specifying, measuring and evaluating IT service quality.
NOTE: IT services can be delivered personally or remotely by people, or by an IT application that could be in a local or remote location.
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.
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.