本文件根据ISO/IEC TS 25011中定义的特征和子特征定义了对IT服务质量的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一组基本质量度量。 本文件未将质量测量值的范围分配给额定水平或符合性等级。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。一些属性可以具有期望的值范围，其不取决于特定的用户需求，而是取决于通用因素，例如服务停机时间。本文件在附件A中包括选择和应用质量措施的考虑因素。 本文档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。本文档的主要用户是为IT服务执行质量要求规范和评估活动的人员，这些活动是以下活动的一部分: -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； -品质管理:监察品质保证活动及执行资讯科技服务的品质控制； -供应:与用户签订合同以根据合同条款供应IT服务； -获取:当从服务提供商获取或采购IT服务时，包括IT服务选择； -维护:基于质量测量改进IT服务。 该文档与特定领域IT服务质量模型的关系及其相对于该文档的优先级由用户在特定的使用上下文中确定。

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.