Information technology. Systems and software Quality Requirements and Evaluation (SQuaRE). Service quality models

Scope

Information technology (IT) services are increasingly used to perform a wide variety of business and personal functions. IT service quality reflects how well an IT service conforms to its given design or how it compares to competitors in the marketplace.

Specification and evaluation of the quality of an IT service is critical for the IT services to meet the stakeholders’ goals and objectives and this can be achieved by comprehensively defining the quality characteristics associated with the stakeholders’ goals and objectives for the IT services.

An IT service is provided by an IT service provider using components like people, processes, technology, facilities and information, and can be orchestrated using an IT service provision system; these components interact with each other to support the service as a whole. Existing software and data quality models are not suitable to measure quality of IT service. IT service quality should be defined and measured by using an IT service quality model and quality measures that take account of these five components interacting.

This document provides quality models to support the specification and evaluation of the quality of IT services that makes use of IT systems as tools to provide value to an individual user or a business by facilitating results the user or business wants to achieve.

The quality models in this document include both objective measures of service quality and measures of the users’ perceptions of quality. That is, the IT service quality is using objective measurement as far as possible to qualify the service characteristics, and other methods (such as assessment) can be used to collect objective evidence and qualify intangible features or characteristics of the IT service.

This document is a part of the Quality Model Division (ISO/IEC 2501n) of the SQuaRE series. The IT service quality models defined in this document are intended to be used in conjunction with the other SQuaRE series International Standards, which are represented in Figure 1 (adapted from ISO/IEC 25000 © ISO/IEC 2022 All rights reserved

External Links