信息技术服务质量评价指标体系送审稿

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1、注ICS03.080.99;35.020中华人民共和国国家标准GB/T×××××—××××信息技术服务质量评价指标体系Informationtechnologyservice–Evaluationindicatorsystemforservicequality（送审稿）××××-××-××发布××××-××-××实施中华人员共和国国家质量监督检验检疫总局发布中国国家标准化管理委员会注GB/T×××××—××××目次目次........................................

2、......................................I前言..............................................................................I引言.............................................................................II信息技术服务质量评价指标体系....................................

3、.....................11范围................................................................................12规范性引用文件......................................................................13术语和定义............................................................

4、..............14信息技术服务质量模型框架............................................................24.1信息技术服务质量的范畴.............................................................24.2信息技术服务供方、需方与第三方同服务质量的关系.....................................24.3服务质量的评价............

5、.........................................................34.4质量模型的使用.....................................................................35服务质量模型........................................................................35.1功能性...........................

6、..................................................45.2安全性.............................................................................45.3可靠性.............................................................................45.4响应性..........................

7、...................................................55.5有形性.............................................................................55.6友好性.............................................................................56评价指标体系........................

8、................................................66.1功能性指标.........................................................................66.2安全性指标.........................................................................76.3可靠性指标......................