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GB/T 33850-2017: Information technology service -- Evaluation indicator system for service quality
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| GB/T 33850-2017 | English | 1719 |
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Information technology service -- Evaluation indicator system for service quality
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GB/T 33850-2017
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Basic data | Standard ID | GB/T 33850-2017 (GB/T33850-2017) | | Description (Translated English) | Information technology service -- Evaluation indicator system for service quality | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | L77 | | Classification of International Standard | 35.080 | | Word Count Estimation | 86,884 | | Date of Issue | 2017-05-31 | | Date of Implementation | 2017-12-01 | | Issuing agency(ies) | General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China | GB/T 33850-2017: Information technology service -- Evaluation indicator system for service quality
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Information technology service - Evaluation indicator system for service quality
ICS 35.080
L77
National Standards of People's Republic of China
Information technology service quality evaluation index system
2017-05-31 released
2017-12-01 implementation
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China
China National Standardization Management Committee released
Directory
Preface III
1 Scope 1
2 normative reference document 1
3 Terms and definitions 1
4 Information technology service quality model 2
4.1 Overview 2
4.2 Security 2
4.3 reliability 3
4.4 responsiveness 3
4.5 tangible 3
4.6 Friendly 4
5 Evaluation and evaluation of information technology consulting services 4
5.1 security 4
5.2 Reliability 6
5.3 responsiveness 9
5.4 tangible 10
5.5 Friendly 12
Design and Development Service Evaluation Index and Measurement
6.1 Security 15
6.2 Reliability 16
6.3 responsiveness 19
6.4 tangibility 21
6.5 Friendly 23
Information System Integration Implementation Service Evaluation Index and Measurement
7.1 Security 26
7.2 Reliability 27
7.3 responsiveness 30
7.4 tangible 32
7.5 Friendly 34
8 Operation and maintenance service evaluation index and measurement 36
8.1 Security 36
8.2 Reliability 38
8.3 responsiveness
8.4 tangibility 43
8.5 Friendly 45
Evaluation and Measurement of Data Processing Services
9.1 Security 48
9.2 Reliability 49
9.3 responsiveness 53
9.4 tangible 54
9.5 Friendly 56
Evaluation Index and Measurement of Operation Service
10.1 Security 59
10.2 Reliability 60
10.3 responsiveness 64
10.4 tangibility 65
10.5 Friendly 68
11 Evaluation process 71
11.1 Overview 71
11.2 Determine requirements
Target selection
11.4 Implementation evaluation
11.5 evaluation results grading 77
Appendix A (informative) Indicator, Subfeature, Characteristic Score Calculation Example 78
Reference 80
Foreword
This standard is drafted in accordance with the rules given in GB/T 1.1-2009.
This standard is proposed and centralized by the National Information Technology Standardization Technical Committee (SAC/TC28).
The drafting of this standard unit. China Electronic Technology Standardization Research Institute, China Digital Systems Integration Services Limited, the wave of software group
Limited, Guangzhou 赛 Bao Certification Center Services Ltd., Shanghai Han Wei Information Management Consulting Co., Ltd., Guangzhou South days Computer Systems Limited
Division, Beijing Xincheng Digital Technology Co., Ltd., Beijing together Jinqiao System Integration Technology Co., Ltd., Beijing escort Technology Co., Ltd., Central China
Normal University, Beijing Ziguang Arima Software Co., Ltd., Chengdu Qinzhi Digital Technology Co., Ltd., Beijing silver letter long-term limited technology limited
Company, Chongqing Nanhua Zhongtian Information Technology Co., Ltd., Chengdu Information Technology Application Development Center.
The main drafters of this standard. Zhou Ping, Wang Zhipeng, Yu Xiuming, Yin Zhengru, Li Xin, Lu Levin, Liu Ruihui, inch Danmei, Xie Dongmei, Liu Ling,
Zhou Pinghong, Chen Hongfeng, Liu Zhiliang, Xiong Shiping, Guo Hao, Jiang Yi, Zhang Fan, Zuo Tiuzu, Liu Qingtang, but Qiang, Du Wangdan, Wang Xiu, Li Honggang,
Zhang can, zhao shioning.
Information technology service quality evaluation index system
1 Scope
This standard establishes the information technology service quality model, stipulates the information technology service quality evaluation index, the measurement method as well as the quality evaluation
Process and so on.
This standard applies to.
a) the supplier of the quality of its own information technology services;
b) the need for the evaluation of the quality of information technology services provided by the supplier;
c) third party implementing information technology service quality assessment.
2 normative reference documents
The following documents are indispensable for the application of this document. For dated references, the only dated edition applies
Pieces. For undated references, the latest edition (including all modifications) applies to this document.
Information technology service classification and code GB/T 29264-2012
3 terms and definitions
GB/T 29264-2012 Definitions and the following terms and definitions apply to this document.
3.1
Information technology quality of service qualityofinformationtechnologyservice
The inherent nature of information technology services meets the requirements.
3.2
Service agreement serviceagreement
A written agreement between the service provider and the supplier.
Note. contains the service objectives, service content, measurement standards, and other agreed content.
3.3
Quality of Service feature characteristic ofservicequality
Service and requirements related to the inherent characteristics.
Note 1. "inherent" means something that is inherent in something or something, especially the kind of permanent character.
Note 2. The characteristics of the service (eg, the price of the service) are not the quality of service.
Note 3. rewrite GB/T 19000-2008, definition 3.5.2.
3.4
Supplier supplier
An organization or individual that has an agreement with the demand side to provide a product or service.
Note 1. The supplier may be a contractor, producer, supplier or retailer.
Note 2. In some cases, the supplier and the demand side belong to the same organization.
[ISO /IEC 12207..2008]
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