信息技术 系统和软件质量要求和评估（SQuaRE） IT 服务质量测量（采用 ISO/IEC TS 25025:2021，第一版，2021-03）

[中文适用范围]： 本文件定义了在ISO/IEC TS 25011中定义的特性和子特性方面对IT服务质量要求和评估有用的质量度量。 本文件包含每个特性和子特性的基本质量度量集。 本文件不将质量度量的值范围分配给评级级别或合规等级。这些值是根据IT服务的性质定义的，因此取决于IT服务的类别或用户需求等因素。某些属性可以具有理想的值范围，这不依赖于特定用户需求而是通用因素，例如服务停机时间。本文件在附录A中包含了选择和应用质量度量的考虑因素。 本文件中的质量度量主要用于在开发生命周期期间或之后对IT服务进行质量评估和改进。 本文件的主要用户是作为以下活动的一部分进行IT服务质量要求规范和评估的人员：开发（包括开发生命周期中的需求分析、设计、实现、测试和部署）；质量管理（质量保证的监控活动和IT服务的质量控制）；供应（与用户签订合同以在合同条款下提供IT服务）；获取（包括从服务提供商处获取或采购IT服务时的IT服务选择）；维护（基于质量测量的IT服务改进）。 本文件与特定领域的IT服务质量模型的关系及其优先权由用户在特定使用环境中确定。 [外文原描述]： This document defines quality measures useful for requirements and evaluation of IT service quality in terms of characteristics and sub-characteristics defined in ISO/IEC TS 25011. This document contains a basic set of quality measures for each characteristic and sub-characteristic. This document does not assign ranges of values of the quality measures to rated levels or to grades of compliance. Such values are defined based on the nature of the IT service, and so depends on factors such as category of the IT service or users' needs. Some attributes can have a desirable range of values, which does not depend on specific user needs but generic factors, for example, service downtime. This document includes, in Annex A, considerations for the selection and application of quality measures. The quality measures in this document are primarily intended to be used for quality evaluation and improvement of IT services during or after the development life cycle. The main users of this document are people carrying out quality requirements specification and evaluation activities for IT services as part of the following: — development: including requirements analysis, design, implementation, testing and deployment during the development life cycle; — quality management: monitoring activities of quality assurance and performing quality control of an IT service; — supply: making a contract with the user for supplying an IT service under the terms of a contract; — acquisition: including IT service selection, when acquiring or procuring an IT service from a service provider; — maintenance: improvement of an IT service based on quality measurement. The relationship of this document to domain-specific IT service quality model and its precedence over this document is determined by the user in a specific context of use.