ISO/TS TECHNICAL SPECIFICATION 25011 First edition 2017-06 Information technology - Systems and software quality requirements and evaluation (SQuaRE) Service quality models Technologies de I'information Exigences de qualité et évaluation des systemes et du logiciel (SQuaRE) - Modele de qualité du service Reference number IEC IS0/TS 25011:2017(E) os. International Organization for Standardization @ IS0 2017 STANDARDIZATIONC15956617 ted without license from IHS IS0/TS 25011:2017(E) COPYRIGHT PROTECTED DOCUMENT IS0/IEC 2017, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form 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 Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 [email protected] www.iso.org Licensee-ZHEJIANG INST.OF STANDRJSQ/6NEC7 - All rights reserved No reproduction or networking permited without license from IHS IS0/TS 25011:2017(E) Contents Page Foreword ..iv Introduction. .V 1 Scope. .1 2 Normative references 3 Terms and definitions .2 3.1 Quality in use model. .2 3.2 IT service quality model 3.3 General. .6 4 Conformance. .8 5 Quality models framework .8 5.1 Overview 8 5.1.1 General. 8 5.1.2 Applying the quality in use model to IT services. .9 5.1.3 IT service quality model. 10 5.2 Scope of the quality models 11 5.3 Applying the quality models to IT services ..12 Annex A (informative) Context of using the model and different IT service types ..13 Annex B (informative) IT service quality life cycle ..14 Annex C (informative) Comparison with the quality models in IS0/IEC 25010 and IS0) IEC25012 .16 Annex D (informative) Definitions of the quality in use characteristics and sub- characteristics from IS0/IEC 25010 .18 Annex E (informative) Feedback on this document ..20 Bibliography ..21 ii icenSee=ZHEJIANG INST OF STANDARDIZATION C1 5956617 without license from IHS