1、TECHNICA1.SPECIFICATIONISO/IECTS25025editionFirst2021-03Informationtechno1.ogySystemsandsoftwareQua1.ityRequirementsandEva1.uation(SQuaRE)MeasurementofITservicequa1.ityTechno1.ogiesdeinformationExigencesdequa1.iteeteva1.uationdessystemesetduIogicie1.(SQuaRE)MesuredeIaqua1.iteduserviceinformatiqueCOP
2、YRIGHTPROTECTEDDOCUMENTIS0/1EC2021M11cheivdi1.itedotherwiseS1.Rnrirftuw!rryH可11cho。城et1.u1.IOHai(Xt)Iinra”;ItmUrphrtimtoccPXin品ptittjc；ItmnPOstingontheinternetoranInunnu1.withoutpriorwrittenpermission.PermissioncanberequestedfromeitherISOatUieaddressbe1.oworISO*smemberhodyinthecountryoftherrcucstcr.
3、三cB1.andonnct8r,GenevaPhone:t41227490111辆jtc:用洲部砾o.orgPub1.ishedinSwitzer1.andContentsForewordV7.2.1Comp1.eteness67.3Usabi1.ityConsistencjr77.3.31.earnabi1.itymeasures874Securitymeasures.107.4.3Traceabi1.itymeasures127.S.2Continuityrecoverabi1.ity127.6.1Visibi1.ity147.7Responsiveness1577.1ce一，167.97
4、9.!service18iiiPageIntroductionviScope1Normativereferences1Termsanddefinitions2Conformance3UseofITservicequa1.itymeasures35.1 ITservicequa1.itymeasurementconcepts.35.2 ApproachtoITSerViCequa1.itymeasurement3FormatusedfordocumentingtheITservicequa1.itymeasures4ITservicequa1.it)rmeasures4Z金D31-.45.3
5、Suitabi1.itymeasures6Genera1.measures5.3.3 Correctnessmeasures65.3.4 Appropriatenessmeasures75.3.5 measuresmeasures1.1.1 Genera1.81.1.2 Appropriatenessrecognizabi1.itymeasures81.1.4 Operabi1.ity1.1.5 Usererrorprotectionmeasures101.1.6 Accessibi1.itymeasures101.1.7 Courtesymeasures1.1.8 Genera1.111.1
6、9 Confidentia1.itymeasures11Integrity7.5 ITservicere1.iabi1.itymeasures127.5 1Generd1.127.6 .3ITservicemeasuresmeasures7.5.4AVa1.1.ab1.1.1.tyIDeaSUreS.147.6 Tangibi1.itymeasures147.6.1 Genera1.measures7.6.2 Professiona1.ismmeasures147.6.3 ITserviceinterfaceappearancemeasures157.7.1 Genera1.measures
7、7.7.2 Time1.inessmeasures167.7.3 Reactivenessmeasures16ITGcnera1.adaptabi1.itymeasures7.8.2 Customizabi1.itymeasures167.8.3 Initiativemeasures17ITGenera1.maintainabi1.itymeasures7.9.2 Ana1.ysabi1.itymeasures18颂惚醐那measures18AnnexA(Informative)Contextofusingthemode1.anddifferentITservicetypes20Bib1.io
8、graphy23ForewordISO(theInternationa1.OrganizationforStandardization)andIEC(theInternationa1.E1.ectrotechnica1.amunieriNF耐form1.SOth呵IfifiqiiMt旬ratemtfee丽蛾bpidentstaai11ttingofthesebodiescanbefoundatvvw1siMHmembeF*r7htm1.andtwwHeechnatHHa1.Introduction0.1Genera1.Seriesdefineddocunicnts.whichprovidesc
9、ansctUsedmeasuresspecifyingrequirements,CharaCtSiStiCSofandeva1.uatingintendeUB0绅CaB投9re5HcEfBAS0unmTebtujd1.!Be!purax)na1.Standards,Technica1.Informationtechno1.ogySystemsandsoftwareQua1.ityRequirementsandEva1.uation(SQuaRE)MeasurementofITservicequa1.ity1 ScopetermsOfcharacteristicsandsub-character
10、isticsdefinedinISO/IECTSp1.iance.Suchva1.uesassigndefinedbasedva1.uesthe11aturequa1.itythemeasurestoratedsodependsfactorsdocumentinc1.udes,considerationsforthese1.ectionandapp1.icationOfqua1.itymeasures.eva1.uationactivities1.hisdocumentarepartpcop1.cfo1.1.owing：OU1.qua1.ityrequirementsspecification
11、andduringthedeve1.opment1.ifecyc1.e；supp1.y:makingacontractwiththeuserforsupp1.yinganITserviceunderthetermsofacontract;maintenance:improvementofanITservicebasedonqua1.itymeasurement2 Normativereferencesconstitutesrequirements1.atesteditiondocument.referencedreferences,(inc1.udingamendments)app1.ies.
12、app1.ies.Eva1.uation(SQuaRE)GuidetoSQuaREEva1.uation(SQuaRE)Servicequa1.itymode1.sandEva1.uation(SQuaRE)Qua1.itymeasuree1.ementsISO/IEC2021-A1.1.rightsreservedThisdocumentdefinesqua1.itymeasuresusefu1.forrequirementsandeva1.uationofITservicequa1.ityinThisdocumentcontainsabasicsetofqua1.itymeasuresfo
13、reachcharacteristicandsub-characteristic.ThisdocumentdoesnotarerangesofonoftheofITservice,and1.eve1.sortoongradessuchascategoryoftheITserviceorusers*needs.Someattributescanhaveadesirab1.erangeofva1.ues,whichdoesnotdependonspecificuserneedsbutgenericfactors,forexamp1.e,servicedowntime.ThisThequa1.ity
14、measuresinthisdocumentareprimari1.yintendedtobeusedforqua1.ityeva1.uationandimprovementofITSerViCeSduringorafterthedeve1.opment1.ifecyc1.e.ThemainusersofforITservicesasofthccarrying deve1.opment:inc1.udingrequirementsana1.ysis,design,imp1.ementation,testinganddep1.oyment qua1.itymanagement:monitorin
15、gactivitiesofqua1.ityassuranceandperformingqua1.itycontro1.ofanITservice; acquisition:inc1.udingITservicese1.ection,whenacquiringorprocuringanITservicefromaserviceprovider;There1.ationshipofthisdocumenttodomain-specificITservicequa1.itymode1.anditsprecedenceoverthisdocumentisdeterminedbytheuserinasp
16、ecificcontextofuse.Thefo1.1.owingdocumentsarereferredtointhetextinsuchawaythatsomeora1.1.oftheircontentundatedreferences,theofthisoftheFordateddocumenton1.ytheanyeditioncitedForISO/IEC25000,SystemsandsoftwareengineeringSystemsandsoftwareQua1.ityRequirementsandISO/IECTS25011:2017,Informationtechno1.o
17、gySystemsandsoftwareQua1.ityRequirementsandISO/IEC25021:2012,SystemsandsoftwareengineeringSystemsandsoftwareQua1.ityRequirements3Termsanddefinitionsfo1.1.owingapp1.y.ISOOn1.inebrowsingp1.atform:avai1.ab1.eat4ttpwww4sMgebp3.1qua1.itymeasure(SOURCE:ISO/IEC25021:2012,4.13JITserviceremote1.ocation.ITser
18、ricescanbede1.iveredremote1.ybypeop1.e,orbyanITapp1.icationthatcou1.dbeina1.oca1.orfromapreferredte11ntoanadmittedtenn.iTservicequa1.ity(SOURCE:ISO/IECTS25011:2017.3.3.10ITservicefunctionEXAMP1.ETheservicestatusmonitoringordatabackupfaninternetbankingservice.method),ISOIEC(NESMAmethod),method),ISO/I
19、EC29881(FiSMAmethod),ISO/IEC20968(Mark1.1.method),3.5IneasureinentfunctionSOURCE:ISO/IEC25021:2012,4.7,modifiedNote1toentryhasbeenremoved.serviceproviderSOURCE:ISO/IEC200004:2018,3.2.241ISO/IEC2021-A1.1.11ghtsreservedForthepurposesOfthisdocument,thetermsanddefinitionsgiveninISO/IEC25000andtheISOandI
20、ECmaintaintermino1.ogica1.databasesforuseinstandardizationatthefo1.1.owingaddresses:IECE1.ectropedia:avai1.ab1.eathttpww.e1.ectropedia.orgderivedmeasurethatisdefinedasameasurementfunction(3.5)oftwoormoreva1.uesofqua1.itymeasuree1.ements3.2informationtechno1.ogyservicese,vicethatmakesuseofITsystemsas
21、too1.stoprovideva1.uetoanindividua1.userorabusinessbyfaci1.itatingresu1.tstheuserorbusinesswantstoachieveNote1entry:SOURCE:1SO!ECTS25011:2017,3.3.2,modifiedinformationtechno1.ogyservice”hasbeenchanged3.3degreetowhichanITServiCe(3.2)satisfiesstatedandimp1.iedneedswhenusedunderspecifiedconditions3.4co
22、1.1.ectionofre1.atedstepsperformedasapartofanITservice(3.2),orfeaturesprovidedbyanITsystemNote1toentry:ISO/IEChassoftwarefunctiona1.ityidentification,c1.assificationandsizingstandardmethodsthatprovidesconsistencyidentifyinguniqueITservicefunctions;theseinc1.ude:ISO/IEC20926(1FPUGISO/IEC2457019761(CO
23、SMICa1.gorithmorca1.cu1.ationperformedtocombinetwoormorequa1.itymeasuree1.ements3.6organizationthatmanagesandde1.iversaserviceorSerViCeStocustomersTab1.e23Customizabi1.itymeasuresIDNameDescriptionMeasurementfunction1.ttoitioncustomizabi1.ityfunctionsiscustomizedbyusers.1.rJANumbcroffortheirneeds?be=
24、customizedITservicefunctionsthatcanB=NumberofITsendeefunctionschatneedACu2Userinterfacecustomizabi1.itytobecustomisedWhatproportionofgraphica1.userX=A/Binterfacee1.ementscanbecustom-.1.-.f.A=Numberofgraphica1.userinterfacee1.e-izedbyusers?mentswhichcanbecustomizedbyusersBNumberofgraphica1.userinterf
25、acee1.ementswhichneedtobecustomizedbyusers8cmccs0QWS1.usWtfWfn5.meansaformofuserinterfacethata1.1.owsuserstointeractwiththefunctionsoftheIT7.8.3InitiativemeasuresInitiativemeasuresareusedtoassessthedegreetowhichtheITservicerecognizesusers,goa1.sandservicesuggestschangestomeetIbte2rInitiativemeasures
26、IDNameDescriptionMeasurementfunctionIBnaiusers*goa1.ssatisfyusers*goa1.s?igNwmtterpfcaIs1.Tservicefunctionssatisfy-B=NumberofITservicefunctionsA1.n-2好喇changeq鬻牌锣州礴具蒯蝎XRdWrofITScrviccfunctionsthattheserviceproddersuggeststochange於崛的ffrequiredA1.n3ChangesuggcsWhatproportionofsuggestionsisX=A/Btionacce
27、ptanceacceptedbyusers?犷然RUmbCrofchangesuggestionsacceptedBNumberofchangesuggestionsbytheserviceproviderA1.n4EffectivenessofWhatproportionofacceptedX=A/B1.Xnt1.nCgeSUggeSUonsIsactua1.1.yA=NUmberofcha11gesuggestionsimp1.e-SUggestionschangcimp1.emented?mcntedB=Numberofchangesuggestionsacceptedforimp1.e
28、mentationNOTE1Changesuggestionsmeanhereproposa1.byITserviceproviderstoimprovetheservice.NOTE2Theinitiativecanderivenoton1.yfromtheserviceiu1.fbutfrominterna1.assessmenteva1.uations,1.essons1.earne1.JIndothersourcesofimprovementnxrommcndations.7.9ITservicemaintainabi1.itymeasures7.9.1 Genera1.ITservi
29、cemaintainabi1.itymeasuresareusedtoassessthedegreeofeffectivenessandefficiencywithwhichtheITservicecanbemodifiedbytheserviceprovider.7.9.2 Ana1.ysabi1.itymeasuresAna1.ysabi1.itymeasuresareusedtoassessthedegreeofeffectivenessandefficiencywithwhichanIT$ciyKe_ca.nbeana1.ysedfordcfidTCtIIe,25乂冲曲旧Bigtrin
30、tymeasuresIDNameDescriptionMeasurementfunctionkta4siscfTcctivcncssdeficiencies,gapsandfai1.uresofITSerViCefunctionsperformed?Zha口rmbBchwrjMXiSqihbRttoinfIndtherootcauseofthedissatisfactionPNumberOftpservice1./he4.thatneed,t=tanavscqrcso1.vcnnctonsIssasTactonoftheSCrViCC1.eve1.agreementandservicecont
31、ract艇TEth河fhedifcrcncesbetweentheuserexpectationsOfrrevk在卜n,7.9.3 Modifiabi1.itymeasuresModifiabi1.itymeasuresareusedtoassessthedegreetowhichanITservicecanbeeffective1.yandefficient1.ymodifiedwithoutITservicequa1.ity.IDNameDescriptionMeasurementfunctionmodifiabi1.ityarcfunctionsismodifiedaccordingtouserzsr
