ISO/IEC TS 25011:2017适用于支持个人用户或企业需求的IT服务。IT服务可以由人员亲自或远程交付，也可以由本地或远程位置的IT应用程序交付（参见附录A）。其中包括两种类型的IT服务: a)由IT系统提供的完全自动化的服务； b)由使用IT系统的人提供的服务。 ISO/IEC TS 25011:2017描述了IT服务使用两种质量模型: a)ISO/IEC TS 25011:2017定义了一个IT服务质量模型，该模型由八个特征（进一步细分为子特征）组成，这些特征与IT服务的属性相关，这些属性由包括人员、流程、技术、设施和信息在内的元素组合而成。 b)ISO/IEC TS 25011:2017描述了当IT服务在特定使用环境中使用时，如何将ISO/IEC 25010中由五个特征（其中一些进一步细分为子特征）组成的使用中质量模型应用于结果。该模型适用于由人、流程、技术、设施和信息组成的完整服务提供系统。 特征和子特征为指定、测量和评估IT服务质量提供了一致的术语和检查表。 使用IT服务质量模型可以帮助: -资讯科技服务供应商识别服务质素要求，并评估及改善所提供服务的质素； -客户指定其对服务质量的要求，定义服务的验收标准，并评估IT服务的质量；和 -评估IT服务质量的第三方。

ISO/IEC TS 25011:2017 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:
a) services completely automated provided by an IT system;
b) services provided by a human using an IT system.

ISO/IEC TS 25011:2017 describes the use of two quality models for IT services:
a) ISO/IEC TS 25011:2017 defines an IT service quality 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.
b) ISO/IEC TS 25011:2017 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 service quality models can help:
- IT service providers to identify service quality requirements, and evaluate and improve the quality of the service provided;
- 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
- a third party to evaluate the quality of an IT service.