GB/T 33850-2017Information technology service—Evaluation indicator system for service quality (English PDF)
信息技术服务 质量评价指标体系
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
May 31, 2017
Implementation date
December 1, 2017
Scope
GB/T 33850-2017 is the English-translated version of 信息技术服务 质量评价指标体系.
GB/T 33850-2017 builds a quality model for information technology services and then gives the indicators by which that quality is evaluated, the way each indicator is measured, and the process to follow.
The model has five characteristics: security, reliability, responsiveness, tangibility and friendliness. The same five are worked through for each kind of service covered, namely consulting, design and development, information system integration implementation, operation and maintenance, data processing, and operation services.
The evaluation process runs from determining the requirements and selecting the targets to carrying out the evaluation and grading the result, and Annex A is informative and works through a score calculation.
It is written for suppliers assessing themselves, for customers assessing a supplier and for third parties, and it cites GB/T 29264-2012. It was issued on 31 May 2017 and has applied since 1 December 2017.
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Document preview — GB/T 33850-2017
National Standard of the People's Republic of China
- ICS
- 35.080
- Classification
- L 77
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Preface
- 1 Scope
- 2 normative reference document
- 3 Terms and definitions
- 4 Information technology service quality model
- 4.1 Overview
- 4.2 Security
- 4.3 reliability
- 4.4 responsiveness
- 4.5 tangible
- 4.6 Friendly
- 5 Evaluation and evaluation of information technology consulting services
- 5.1 security
- 5.2 Reliability
- 5.3 responsiveness
- 5.4 tangible
- 5.5 Friendly
- 6 Design and Development Service Evaluation Index and Measurement
- 6.1 Security
- 6.2 Reliability
- 6.3 responsiveness
- 6.4 tangibility
- 6.5 Friendly
- 7 Information System Integration Implementation Service Evaluation Index and Measurement
- 7.1 Security
- 7.2 Reliability
- 7.3 responsiveness
- 7.4 tangible
- 7.5 Friendly
- 8 Operation and maintenance service evaluation index and measurement
- 8.1 Security
- 8.2 Reliability
- 8.3 responsiveness
- 8.4 tangibility
- 8.5 Friendly
- 9 Evaluation and Measurement of Data Processing Services
- 9.1 Security
- 9.2 Reliability
- 9.3 responsiveness
- 9.4 tangible
- 9.5 Friendly
- 10 Evaluation Index and Measurement of Operation Service
- 10.1 Security
- 10.2 Reliability
- 10.3 responsiveness
- 10.4 tangibility
- 10.5 Friendly
- 11 Evaluation process
- 11.1 Overview
- 11.2 Determine requirements
- 11.3 Target selection
- 11.4 Implementation evaluation
- 11.5 evaluation results grading
- Appendix A (informative) Indicator, Subfeature, Characteristic Score Calculation Example
- Reference
Foreword
This standard is drafted in accordance with the rules given in GB/T 1.1-2009.
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.
GB/T 29264-2012 Information technology service classification and code
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
The inherent nature of information technology services meets the requirements.
3.2 Service agreement
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 of service quality
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
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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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 80 pages — is available in the English PDF.
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