1 Scope
This document is applicable to IT services that support the needs of an individual user or a business. IT services can be delivered personally or remotely by people, or by an IT application that could
be in a local or remote location (see Annex A).
These include two types of IT services:
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a)
services completely automated provided by an IT system;
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b)
services provided by a human using an IT system.
This document describes the use of two quality models for IT services.
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a) This document defines an IT servicequality model composed of eight 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.
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b) This document describes how the quality in use model in ISO/IEC 25010 which is composed of five characteristics (some of them are further subdivided into
sub-characteristics) can be applied to the outcome when an IT service is used in a particular context of use. This model is applicable to the complete
service provision system composed of 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.
The use of the IT servicequality models can help:
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—
IT service providers to identify service quality requirements, and evaluate and improve the quality of the service provided;
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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
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— a third party to evaluate the quality of an IT service.