BS ISO/IEC 25010:2023

BSI Standards Publication

Systems and software engineering — Systems

and software Quality Requirements and
Evaluation (SQuaRE) — Product quality model
BS ISO/IEC 25010:2023 BRITISH STANDARD

National foreword
This British Standard is the UK implementation of ISO/IEC 25010:2023. It
supersedes BS ISO/IEC 25010:2011, which is withdrawn.
The UK participation in its preparation was entrusted to Technical
Committee IST/15, Software and systems engineering.
A list of organizations represented on this committee can be obtained on
request to its committee manager.
Contractual and legal considerations
This publication has been prepared in good faith, however no
representation, warranty, assurance or undertaking (express or
implied) is or will be made, and no responsibility or liability is or will be
accepted by BSI in relation to the adequacy, accuracy, completeness or
reasonableness of this publication. All and any such responsibility and
liability is expressly disclaimed to the full extent permitted by the law.
This publication is provided as is, and is to be used at the
recipient’s own risk.
The recipient is advised to consider seeking professional guidance with
respect to its use of this publication.
This publication is not intended to constitute a contract. Users are
responsible for its correct application.
© The British Standards Institution 2023
Published by BSI Standards Limited 2023
ISBN 978 0 539 14084 2
ICS 35.080
Compliance with a British Standard cannot confer immunity from
legal obligations.
This British Standard was published under the authority of the
Standards Policy and Strategy Committee on 30 November 2023.

Amendments/corrigenda issued since publication

Date Text affected
 BS ISO/IEC 25010:2023
INTERNATIONAL ISO/IEC
STANDARD 25010

Second edition
2023-11

Systems and software engineering —

Systems and software Quality
Requirements and Evaluation
(SQuaRE) — Product quality model
Ingénierie des systèmes et du logiciel — Exigences de qualité et
évaluation des systèmes et du logiciel (SQuaRE) — Modèles de qualité
du produit

Reference number
ISO/IEC 25010:2023(E)

© ISO/IEC 2023
BS ISO/IEC 25010:2023
ISO/IEC 25010:2023(E)

COPYRIGHT PROTECTED DOCUMENT

© ISO/IEC 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
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Published in Switzerland

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Contents Page

Foreword......................................................................................................................................................................................................................................... iv
Introduction............................................................................................................................................................................................................................... vi
1 Scope.................................................................................................................................................................................................................................. 1
2 Normative references...................................................................................................................................................................................... 1
3 Terms and definitions..................................................................................................................................................................................... 1
4 Product quality model.................................................................................................................................................................................... 9
4.1 Product quality model structure............................................................................................................................................ 9
4.2 Targets of the product quality model............................................................................................................................... 10
5 Relationship to the quality-in-use model................................................................................................................................ 11
Annex A (informative) Comparison with the product quality model in ISO/IEC 25010:2011............13
Annex B (informative) Example of mapping to dependability............................................................................................. 15
Annex C (informative) Using the quality model for measurement.................................................................................. 17
Annex D (informative) Quality from different stakeholders’ perspectives........................................................... 19
Bibliography.............................................................................................................................................................................................................................. 21

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Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work.
The procedures used to develop this document and those intended for its further maintenance
are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria
needed for the different types of document should be noted. This document was drafted in
accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives or
www.iec.ch/members_experts/refdocs).
ISO and IEC draw attention to the possibility that the implementation of this document may involve the
use of (a) patent(s). ISO and IEC take no position concerning the evidence, validity or applicability of
any claimed patent rights in respect thereof. As of the date of publication of this document, ISO and IEC
had not received notice of (a) patent(s) which may be required to implement this document. However,
implementers are cautioned that this may not represent the latest information, which may be obtained
from the patent database available at www.iso.org/patents and https://patents.iec.ch. ISO and IEC shall
not be held responsible for identifying any or all such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see
www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 7, Software and systems engineering.
This second edition of ISO/IEC 25010, together with the first edition of ISO/IEC 25002 and the first
edition of ISO/IEC 25019, cancels and replaces ISO/IEC 25010:2011, which has been technically revised.
The main changes are as follows:
— This document revises the product quality model part of ISO/IEC 25010:2011. The other parts are
moved to ISO/IEC 25002 on quality models overview and usage and ISO/IEC 25019 on quality-in-
use model. The quality characteristics and subcharacteristics of the product quality model are
revised for the purpose of better understanding and fitting the state of the art of ICT (information
and communication technology).
— The target of the product quality model has been extended to include various types of ICT product
and information system.
— Safety has been added as a quality characteristic with subcharacteristics, i.e. operational constraint,
risk identification, fail safe, hazard warning and safe integration.
— Usability and portability have been replaced with interaction capability and flexibility respectively.
— Inclusivity and self-descriptiveness, resistance, and scalability have been added as subcharacteristics
of interaction capability, security, and flexibility respectively.
— User interface aesthetics and maturity have been replaced with user engagement and faultlessness
respectively.
— Accessibility has been split into inclusivity and user assistance.

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— Several characteristics and subcharacteristics have been given more accurate names and definitions.
Any feedback or questions on this document should be directed to the user’s national standards
body. A complete listing of these bodies can be found at www.iso.org/members.html and
www.iec.ch/national-committees.

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Introduction
ICT (information and communication technology) products, including software products, are
increasingly used to perform a wide variety of organizational and personal activities. Realization of
goals and objectives for personal satisfaction, organizational success and/or human safety relies on
high-quality ICT products. High-quality ICT products are essential to providing value and avoiding
potential negative consequences for the stakeholders. The term “product” is used for ICT products which
can include software, data, hardware and communication facilities, and other ICT products throughout
this document. A product has a variety of influences on many classes of stakeholders including those
who develop, acquire, and use the product. Stakeholders also include customers of businesses using the
product, as well as the public under the influence of information systems using the product under real
operation.
A comprehensive specification and evaluation of the target product is a key factor in ensuring value
to stakeholders. This can be achieved by defining the necessary and desired quality characteristics
associated with the stakeholders' goals and objectives for the system. This includes quality
characteristics related to the product and data as well as the impact the system has on its stakeholders.
It is important that the quality characteristics be specified, measured, and evaluated whenever possible
using validated or widely accepted measures and measurement methods. The quality model in this
document can be used to establish requirements, their criteria for satisfaction and the corresponding
measures. A comparison with the product quality model in ISO/IEC 25010:2011 is given in Annex A.
This document is intended to be used in conjunction with the other documents in the SQuaRE family of
International Standards (ISO/IEC 25000 to ISO/IEC 25099).
This document is a part of the SQuaRE family of International Standards. Figure 1 illustrates the
organization of the SQuaRE family of International Standards. Similar standards are grouped into
divisions. Each division provides guidance and resources for performing a different function in
ensuring system and software product quality. This document belongs to the quality model division
and is aligned with ISO/IEC 25002 belonging to the quality management division.

Figure 1 — Organization of SQuaRE family of International Standards

The divisions within the SQuaRE family are;

— ISO/IEC 2500n - quality management division. The International Standards that form this division
define all common models, terms, and definitions referred to by all other International Standards
from the SQuaRE family. This division also provides requirements and guidance for a supporting

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function that is responsible for the management of the requirements, specification, and evaluation
of software product quality. Practical guidance on the use of the quality models is also provided.
— ISO/IEC 25000: Guide to SQuaRE
— ISO/IEC 25001: Planning and management
— ISO/IEC 25002: Quality models overview and usage
— ISO/IEC 2501n - quality model division. The International Standards that form this division present
detailed quality models for computer systems and software products, data, IT services and quality-
in-use.
— ISO/IEC 25010: Product quality model
— ISO/IEC TS 25011: Service quality models
— ISO/IEC 25012: Data quality model
— ISO/IEC 25019: Quality-in-use model
— ISO/IEC 2502n - quality measurement division. The International Standards that form this division
include a quality measurement framework, mathematical definitions of quality measures, and
practical guidance for their application. Examples are given of quality measures for internal and
external property of product, data, IT services and quality-in-use. Quality measure elements (QME)
forming foundations for quality measures for internal and external property of product are defined
and presented.
— ISO/IEC 2503n - quality requirements division. The International Standards that form this division
help specify quality requirements based on quality models and quality measures. These quality
requirements can be used in the process of eliciting quality requirements for information systems
and IT services to be developed or as input for an evaluation process.
— ISO/IEC 2504n - quality evaluation division. The International Standards that form this division
provide requirements, recommendations and guidelines for software product evaluation, whether
performed by evaluators, acquirers or developers. The guideline for documenting a measure as an
evaluation module is also provided.
— ISO/IEC 25050 to ISO/IEC 25099 - SQuaRE extension division. These International Standards
currently include requirements for quality of ready-to-use software product (RUSP) and instructions
for testing, Common Industry Format (CIF) for usability reports, and quality models and measures
for new technologies such as cloud services and artificial intelligence.
The SQuaRE standards can be used in conjunction with ISO/IEC/IEEE 12207 and ISO/IEC/IEEE 15288,
particularly the processes for the specification and evaluation of quality requirements. ISO/IEC 25030
describes how quality models can be used for systems and software quality requirements; and
ISO/IEC 25040 describes how the quality models can be used for systems and software quality
evaluation.
The SQuaRE standards can also be used in conjunction with ISO/IEC 33000 family of International
Standards which are concerned with software process assessment to provide:
— a framework for software product quality definition in the customer-supplier process;
— support for quality review, verification, and validation, as well as a framework for establishing
quantitative quality characteristics;
— support for setting organizational quality goals in the management process.
The SQuaRE standards can be used in conjunction with ISO 9001 (which is concerned with quality
assurance processes) to provide:
— support for setting quality goals;

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— support for design review, verification, and validation.

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Systems and software engineering — Systems and software

Quality Requirements and Evaluation (SQuaRE) — Product
quality model

1 Scope
This document defines a product quality model, which is applicable to ICT (information and
communication technology) products and software products. The product quality model is composed
of nine characteristics (which are further subdivided into subcharacteristics) that relate to quality
properties of the products. The characteristics and subcharacteristics provide a reference model for
the quality of the products to be specified, measured and evaluated.
NOTE 1 In this document, a product refers to an ICT product that is part of an information system. ICT product
components include subsystems, software, firmware, hardware, data, communication infrastructure, and other
elements that are part of the ICT product.

This model can be used for requirements specification and evaluation of the target products’ quality
throughout their lifecycle by several stakeholders, including developers, acquirers, quality assurance
and control staff and independent evaluators. Activities in the product lifecycle that can benefit from
the use of this model include:
— eliciting and defining product and information system requirements;
— validating the comprehensiveness of requirements definition;
— identifying product and information system design objectives, and design necessary process for
achieving quality;
— identifying product and information system testing objectives;
— identifying quality control criteria as the part of quality assurance;
— identifying acceptance criteria for a product and/or an information system;
— establishing measures of product quality characteristics in support of these activities.
NOTE 2 Usage of the quality model for measurement is explained in Annex C.

2 Normative references
There are no normative references in this document.

3 Terms and definitions

For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https://​w ww​.iso​.org/​obp
— IEC Electropedia: available at https://​w ww​.electropedia​.org/​

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3.1
functional suitability
capability of a product to provide functions that meet stated and implied needs of intended users when
it is used under specified conditions
Note 1 to entry: Functional suitability is concerned with whether the functions meet not only stated and implied
needs, but also the functional specification (see C.1).

3.1.1
functional completeness
capability of a product to provide a set of functions that covers all the specified tasks and intended
users’ objectives
3.1.2
functional correctness
capability of a product to provide accurate results when used by intended users
Note 1 to entry: Precision is one of the attributes of correctness.

EXAMPLE In case of the products requiring high precision such as scientific software, the product can
provide precise results with the needed degree as well as accurate results.

3.1.3
functional appropriateness
capability of a product to provide functions that facilitate the accomplishment of specified tasks and
objectives
EXAMPLE A product provides the necessary and sufficient steps to complete a task, excluding any
unnecessary steps.

Note 1 to entry: Functional appropriateness corresponds to suitability for the task in ISO 9241-110.

3.2
performance efficiency
capability of a product to perform its functions within specified time and throughput parameters and
be efficient in the use of resources under specified conditions
Note 1 to entry: Resources can be CPU, memory, storage, and network devices.

Note 2 to entry: Resources can include other software products, the software and hardware configuration of the
system, energy, and materials (e.g. print paper, storage media).

3.2.1
time behaviour
capability of a product to perform its specified function under specified conditions so that the response
time and throughput rates meet the requirements
3.2.2
resource utilization
capability of a product to use no more than the specified amount of resources to perform its function
under specified conditions
3.2.3
capacity
capability of a product to meet requirements for the maximum limits of a product parameter
Note 1 to entry: Parameters can include the number of items that can be stored, the number of concurrent users,
the communication bandwidth, the throughput of transactions, and the size of a database.

3.3
compatibility
capability of a product to exchange information with other products, and/or to perform its required
functions while sharing the same common environment and resources

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3.3.1
co-existence
capability of a product to perform its required functions efficiently while sharing a common
environment and resources with other products, without detrimental impact on any other product
3.3.2
interoperability
capability of a product to exchange information with other products and mutually use the information
that has been exchanged
Note 1 to entry: Information is meaningful data; and information exchange includes transformation of data for
exchange.

3.4
interaction capability
capability of a product to be interacted with by specified users to exchange information between a user
and a system via the user interface to complete the intended task
Note 1 to entry: Interaction capability in the product quality model and its subcharacteristics focus on a set of
attributes that enable interaction by users (or operators) to complete specific tasks in a variety of contexts of use.
On the other hand, usability as defined in the quality-in-use model (ISO/IEC 25019) comprehensively focuses on
outcomes of use to determine whether tasks are achieved by users with effectiveness, efficiency and satisfaction
in a specific context of use.

Note 2 to entry: Interaction capability is a prerequisite for usability.

Note 3 to entry: Interaction itself is defined in ISO TR 25060 as “exchange of information between a user and an
interactive system via the user interface”.

3.4.1
appropriateness recognizability
capability of a product to be recognized by users as appropriate for their needs
Note 1 to entry: Appropriateness recognizability depends on the ability to recognize the appropriateness of the
product functions from initial impressions of the product or system and/or any associated documentation.

Note 2 to entry: The information can be provided by the product to assist users in making decisions about the
adoption, acquisition, or use of products prior to the start of full-scale use, through demonstrations, tutorials,
documentation or, for a website, the information on the home page.

3.4.2
learnability
capability of a product to have specified users learn to use specified product functions within a specified
amount of time
3.4.3
operability
capability of a product to have functions and attributes that make it easy to operate and control
Note 1 to entry: Operability is related to controllability, user error robustness and conformity with user
expectations as defined in ISO 9241-110. It is also related to the effectiveness and efficiency of physical interface
devices (e.g. mouse, touch pen).

3.4.4
user error protection
capability of a product to prevent operation errors

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3.4.5
user engagement
capability of a product to present functions and information in an inviting and motivating manner
encouraging continued interaction
Note 1 to entry: This refers to properties of the product that increase the pleasure and satisfaction of the user,
such as harmonious colour, intuitive user interface and friendly voice guidance.

3.4.6
inclusivity
capability of a product to be utilised by people of various backgrounds
Note 1 to entry: Backgrounds include (and are not limited to) people of various ages, abilities, cultures, ethnicities,
languages, genders, economic situations, education, geographical locations and life situations.

3.4.7
user assistance
capability of a product to be used by people with the widest range of characteristics and capabilities to
achieve specified goals in a specified context of use
Note 1 to entry: The range of capabilities includes language differences and disabilities associated with age, sight,
hearing, use of hands, arms and legs, etc.

Note 2 to entry: A set of specific rules and methods for software accessibility can be applied to ensure “user
assistance” in this document and in ISO/IEC 25019.

EXAMPLE A system that can interact with users using multiple input/output methods, such as voice, gaze,
and touch, in addition to visual display, in order to accommodate differences in vision, hearing, and body parts
that can be moved, or changes in these areas.

Note 3 to entry: Inconveniences or less effectiveness for users caused by differences or changes in their actual
contexts of use beyond those initially specified in the requirements can be resolved by repeating the quality
improvement cycle to find and resolve problems through iterative evaluation and requirements definition from
this quality characteristic perspective.

Such differences or changes in the context of use can include, for example, the following cases:

— when using the system while driving a car or flying in an airplane;

— when using the system interactively for emergency within short-time use and small screen view due to an
accident or a disaster;

— when a user is a beginner or is changing own task goal of use, usage, or skill and knowledge;

— when a user having different physical capabilities due to the type of injury or illness, or changes in time due
to healing or progression.

Also, other quality (sub)characteristics, typically such as adaptability (3.8.1) or flexibility (3.8), can be
collaboratively applied to improve user assistance and interaction capability (3.4).

3.4.8
self-descriptiveness
capability of a product to present appropriate information, where needed by the user, to make its
capabilities and use immediately obvious to the user without excessive interactions with a product or
other resources
Note 1 to entry: Other resources include user documentation, help desks, other users and other sources of
assistance.

EXAMPLE Instructions for user operation are divided and displayed or talked through step-by-step
interactively at the helpful timing of operation, in order to help users understand easily what is going on with the
system/software and to prevent users from becoming confused by receiving too many instructions at once.

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3.5
reliability
capability of a product to perform specified functions under specified conditions for a specified period
of time without interruptions and failures
Note 1 to entry: Wear does not occur in software. Limitations in reliability are due to results from faults in
requirements, design and implementation, or from contextual changes.

Note 2 to entry: Dependability is often used as a synonym for reliability. However, dependability has a larger
scope in that it includes security (3.6), performance efficiency (3.2), and continuing support and others in addition
to the subcharacteristics of reliability as discussed in Annex B.

[SOURCE: ISO/IEC/IEEE 24765:2017, 3.3387, modified — "degree to which a system, product or

component performs" has been changed to "capability of a product to perform"; "without interruptions
and failures" has been added; the original note 1 to entry has been replaced by two new notes to entry.]
3.5.1
faultlessness
capability of a product to perform specified functions without fault under normal operation
Note 1 to entry: The concept of faultlessness can also be applied to other quality characteristics to indicate the
degree to which they meet required needs under normal operation.

3.5.2
availability
capability of a product to be operational and accessible when required for use
Note 1 to entry: Externally, availability can be assessed by the proportion of total time during which the system,
product or component is in an up state. Availability is therefore a combination of faultlessness (which governs
the frequency of failure), fault tolerance (3.5.3) and recoverability (3.5.4) (which governs the length of down time
following each failure).

Note 2 to entry: Failover or duplication of systems can be applied to support availability.

[SOURCE: ISO/IEC/IEEE 24765:2017, 3.313, modified — "degree to which a system or component is" has
been changed to "capability of a product to be"; the original note to entry has been replaced by two new
notes to entry.]
3.5.3
fault tolerance
capability of a product to operate as intended despite the presence of hardware or software faults
[SOURCE: ISO/IEC/IEEE 24765:2017, 3.1574, modified — “degree to which a system, product or
component operates” has been changed to “capability of a product to operate”.]
3.5.4
recoverability
capability of a product in the event of an interruption or a failure to recover the data directly affected
and re-establish the desired state of the system
Note 1 to entry: The length of the unavailable period following a failure, during which a product is not available
at the same level of use as before the failure, is determined by its recoverability. However, the recoverability of
a product depends on the recoverability of the computer system on which the product operates or a subset of its
functions.

3.6
security
capability of a product to protect information and data so that persons or other products have the
degree of data access appropriate to their types and levels of authorization, and to defend against attack
patterns by malicious actors
Note 1 to entry: As well as data stored in or by a product or system, security also applies to data in transmission.

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3.6.1
confidentiality
capability of a product to ensure that data are accessible only to those authorized to have access
3.6.2
integrity
capability of a product to ensure that the state of its system and data are protected from unauthorized
modification or deletion either by malicious action or computer error
3.6.3
non-repudiation
capability of a product to prove that actions or events have taken place, so that the events or actions
cannot be repudiated later
3.6.4
accountability
capability of a product to enable actions of an entity to be traced uniquely to the entity
[SOURCE: ISO 7498-2:1989, 3.3.3, modified — "The property that ensures that" has been changed to
"capability of a product to enable"; "may be" has been changed to "to be".]
3.6.5
authenticity
capability of a product to prove that the identity of a subject or resource is the one claimed
[SOURCE: ISO/IEC/IEEE 24765:2017, 3.302, modified — “degree to which” has been changed to”
capability of a product”; the structure of the sentence has been changed accordingly.]
3.6.6
resistance
capability of a product to sustain operations while under attack from a malicious actor
Note 1 to entry: A malicious attack can include a denial of service attack, a ransomware attack, or other malicious
actions. Then, the following approaches can be applied to improve the capability of a product for the quality
subcharacteristic:

— to continuously protect itself from well-known attacks by removing potential flaws or weaknesses of the
product with the use of security (3.6) tools such as a security weakness diagnostic tool, vulnerability scanner
and static analysis tool;

— to minimize vulnerability of a product with secure software coding and/or by incorporating security
enhancement functions or mechanisms;

— to maintain product updates during its life time for security reasons.

3.7
maintainability
capability of a product to be modified by the intended maintainers with effectiveness and efficiency
Note 1 to entry: Modifications can include corrections, improvements or adaptation of the product to changes
in environment, and in requirements and functional specifications. Modifications include those carried out by
specialized support staff, and those carried out by business or operational staff, or end users.

Note 2 to entry: Maintainability includes installation of updates and upgrades.

Note 3 to entry: Maintainability can be interpreted as either an inherent capability of the product to facilitate
maintenance activities, or the quality-in-use experienced by the maintainers for the goal of maintaining the
product.

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3.7.1
modularity
capability of a product to limit changes to one component from affecting other components
Note 1 to entry: Modularity implies that the product is composed of discrete modules or components with
cohesive content and minimal coupling to other modules or components.

3.7.2
reusability
capability of a product to be used as assets in more than one system, or in building other assets
3.7.3
analysability
capability of a product to be effectively and efficiently assessed regarding the impact of an intended
change to one or more of its parts, to diagnose it for deficiencies or causes of failures, or to identify
parts to be modified
Note 1 to entry: Implementation can include providing mechanisms for the product to analyse its own faults and
providing reports prior to a failure or other event.

3.7.4
modifiability
capability of a product to be effectively and efficiently modified without introducing defects or
degrading existing product quality
Note 1 to entry: Implementation includes coding, designing, documenting and verifying changes.

Note 2 to entry: Modularity (3.7.1) and analysability (3.7.3) can influence modifiability.

Note 3 to entry: Modifiability is a combination of changeability and stability.

3.7.5
testability
capability of a product to enable an objective and feasible test to be designed and performed to
determine whether a requirement is met
[SOURCE: ISO/IEC/IEEE 24765:2017, 3.4271, modified — “extent to which an objective and feasible test
can be” has been changed to “capability of a product to enable an objective and feasible test to be”;
“designed” has been changed to “designed and performed”.]
3.8
flexibility
capability of a product to be adapted to changes in its requirements, contexts of use, or system
environment
Note 1 to entry: Flexibility to context of use should consider two distinguished aspects, i.e. technical and
non-technical. The technical aspect is related with the execution environment of products, such as software,
hardware and communication facility; and the non-technical aspect is related with the social environment, such
as user and task, and the physical environment, such as climate and nature.

3.8.1
adaptability
capability of a product to be effectively and efficiently adapted for or transferred to different hardware,
software or other operational or usage environments
Note 1 to entry: Adaptations include those carried out by specialized support staff, and those carried out by
business or operational staff, or end users.

Note 2 to entry: If the product is to be adapted by the end user, adaptability corresponds to suitability for
individualization as defined in ISO 9241-110.

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Note 3 to entry: Ineffectiveness or inefficiencies for users caused by differences or changes in their actual
contexts of use beyond those initially specified in the requirements can be resolved by repeating the quality
improvement cycle, in which evaluation and requirements definition are iterated from the perspective of this
quality characteristic, and problems are discovered and solved.

Also, other quality subcharacteristics, typically such as inclusivity (3.4.6) and user assistance (3.4.7), can be
collaboratively applied to improve adaptability and flexibility (3.8).

Such differences or changes in the context of use can include, for example, the following cases:

— when using the system initially unintended circumstances, e.g. underwater or in outer space;

— when using the system in limited operation mode with less energy supplies or no communication network
connectivity due to an accident or a disaster;

— when initially unintended types of users are involved or influenced.

3.8.2
scalability
capability of a product to handle growing or shrinking workloads or to adapt its capacity (3.2.3) to
handle variability
3.8.3
installability
capability of a product to be effectively and efficiently installed successfully and/or uninstalled in a
specified environment
Note 1 to entry: If the product is to be installed by an end user, installability can affect the resulting functional
appropriateness (3.1.3) and operability (3.4.3).

3.8.4
replaceability
capability of a product to replace another specified product for the same purpose in the same
environment
Note 1 to entry: The replaceability of a new version of a software product is important to the user when upgrading.

Note 2 to entry: Replaceability can include attributes of both installability (3.8.3) and adaptability (3.8.1). The
concept has been introduced as a subcharacteristic of its own because of its importance.

Note 3 to entry: Replaceability reduces lock-in risks, so that other software products can be used in place of the
present one, for example by the use of standardized file formats.

3.9
safety
capability of a product under defined conditions to avoid a state in which human life, health, property,
or the environment is endangered
Note 1 to entry: In this document, safety is defined to describe capability of product to be able to avoid exposures
which is not tolerable. Then, the definition is different from the other standards relating to safety that define
safety as freedom from unacceptable risks.

[SOURCE: ISO/IEC/IEEE 12207:2017, 3.1.48, modified — “expectation that a system” has been changed
to “capability of a product”; “does not, under defined conditions, lead to a state” has changed to “under
defined conditions to avoid a state”; note to entry has been added.]
3.9.1
operational constraint
capability of a product to constrain its operation to within safe parameters or states when encountering
operational hazard
Note 1 to entry: Operational hazard is a hazardous situation, a circumstance in which people, property or the
environment are exposed to an unacceptable risk during operation.

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EXAMPLE 1 A constraint that prevents an airplane from entering a stall condition caused by environmental
conditions or pilot error.

EXAMPLE 2 A constraint that limits the amount of radiation released by a radiology device to a safe threshold
regardless of the operator input.

3.9.2
risk identification
capability of a product to identify a course of events or operations that can expose life, property or
environment to unacceptable risk
3.9.3
fail safe
capability of a product to automatically place itself in a safe operating mode, or to revert to a safe
condition in the event of a failure
Note 1 to entry: When the fail safe quality subcharacteristic is applied to a complex system or software, it is
often very difficult to determine which behaviour is safer. In such a case, functional safety (3.9) concept can be
used and then, hazard analysis and safety risk assessment can be conducted to derive safety goals and safety
requirements to be achieved.

Note 2 to entry: The following approaches can be applied to improve the capability of a product for the quality
subcharacteristic:

— to operate in a manner that eliminates or minimizes damage caused by a failure;

— to implement a mechanism to transfer control of a sufficient set of operations to continue safe performance
when a failure occurs.

EXAMPLE A traffic light that reverts to blinking red in all directions when normal operation fails.

[SOURCE: ISO/IEC/IEEE 24765:2017, 3.1558, modified — “pertaining to” has been changed to “capability
of”; “a system or component that” has been changed to “a product to”; “or to revert to a safe condition”
has been added; the notes to entry and EXAMPLE have been added.]
3.9.4
hazard warning
capability of a product to provide warnings of unacceptable risks to operations or internal controls so
that they can react in sufficient time to sustain safe operations
EXAMPLE A pedestrian traffic light gives a warning sign, such as showing the remaining seconds, before
reverting from green to yellow or red.

3.9.5
safe integration
capability of a product to maintain safety (3.9) during and after integration with one or more
components

4 Product quality model

4.1 Product quality model structure

The product quality model categorizes product quality properties into nine characteristics:
functional suitability, performance efficiency, compatibility, interaction capability, reliability,
security, maintainability, flexibility and safety. Each characteristic is composed of a set of related
subcharacteristics (Figure 2).

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Figure 2 — Product quality model

4.2 Targets of the product quality model

Figure 3 depicts how different quality models apply to different components of an information system or
IT service system. The quality models together serve as a framework to ensure that all relevant aspects
of quality are considered in specifying requirements, developing, or evaluating information systems,
ICT products, data, or IT services. However, the priorities assigned to the quality characteristics in each
model depend on the context in which the information system is used. The context of use represents a
collection of interacting factors including:
— Users: types of people who will be using the system
— Goals: users’ intention to achieve by using the system
— User environment: situation in which users are using the system
— System context: nature and technical context of the system being used
The product quality model focuses on the target ICT product that includes the target software product.
The target ICT product also includes hardware and communication facilities, as well as data which is
the subject of the data quality model. The target ICT product is included in an information system that
can also include one or more ICT products.

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NOTE Arrows indicate the target entities within information systems or IT services to which 2501n quality
models apply.

Figure 3 — Quality models and their target entities

NOTE 1 When an IT service does not contain an ICT product and its components, the IT service can be
evaluated separately from them.

NOTE 2 The product quality model is indirectly applied to hardware and communication facilities when they
are a component of an ICT product.

NOTE 3 Service provision system is an information system to provide IT service to users, including people,
processes, technology, facilities and information.

5 Relationship to the quality-in-use model

The properties of the product determine the product quality in particular contexts of use (Table 1).
The functional suitability, performance efficiency, compatibility, interaction capability, reliability,
security, flexibility and safety have a significant influence on the quality-in-use for primary users.
Functional suitability, performance efficiency, interaction capability, reliability, security, flexibility and
safety can also be specific concerns of other stakeholders who specialize in these areas.
Performance efficiency, compatibility, reliability, security, maintainability, flexibility and safety have a
significant influence on quality-in-use for secondary users who maintain the system.
NOTE Types of users and stakeholders are explained in Annex D.

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Table 1 — Influence of the quality characteristics

Product quality Influence on Influence on Information
characteristics quality-in-use for quality-in-use system quality
primary users for maintenance concerns of other
tasks stakeholders
Functional suita-
X X
bility
Performance effi-
X X X
ciency
Compatibility X X
Interaction capa-
X X
bility
Reliability X X X
Security X X X
Maintainability X
Flexibility X X X
Safety X X X
Key
X product quality influences quality-in-use for these stakeholders

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Annex A
(informative)

Comparison with the product quality model in

ISO/IEC 25010:2011

This document revises ISO/IEC 25010:2011 and incorporates the same quality characteristics with
some amendments.
— Safety has been added as a quality characteristic with subcharacteristics, i.e. operational constraint,
risk identification, fail safe, hazard warning and safe integration.
— Usability and portability have been replaced with interaction capability and flexibility respectively.
— Inclusivity and self-descriptiveness, resistance, and scalability have been added as subcharacteristics
of interaction capability, security, and flexibility respectively.
— User interface aesthetics and maturity have been replaced with user engagement and faultlessness
respectively.
— Accessibility has been split into inclusivity and user assistance.
— Definitions have been based on those from existing ISO/IEC documents when possible; and terms
defined in this document have been worded to represent the general meaning of the term.
— Several characteristics and subcharacteristics have been given more accurate names and definitions.
Table A.1 lists the differences of the characteristics and subcharacteristics between this document and
ISO/IEC 25010:2011.

Table A.1 — Comparison with the previous product quality model in ISO/IEC 25010:2011
Clause ISO/IEC 25010:2023 ISO/IEC 25010:2011 Notes
3.1 Functional suitability Functional suitability
3.1.1 Functional completeness Functional completeness
3.1.2 Functional correctness Functional correctness
3.1.3 Functional appropriateness Functional appropriateness
3.2 Performance efficiency Performance efficiency
3.2.1 Time behaviour Time behaviour
3.2.2 Resource utilization Resource utilization
3.2.3 Capacity Capacity
3.3 Compatibility Compatibility
3.3.1 Co-existence Co-existence
3.3.2 Interoperability Interoperability
3.4 Interaction capability Usability Renamed
3.4.1 Appropriateness recognizability Appropriateness recognizability
3.4.2 Learnability Learnability
3.4.3 Operability Operability
3.4.4 User error protection User error protection
3.4.5 User engagement User interface aesthetics Renamed

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Table A.1 (continued)

Clause ISO/IEC 25010:2023 ISO/IEC 25010:2011 Notes
3.4.6 Inclusivity
Accessibility Split and renamed
3.4.7 User assistance
3.4.8 Self-descriptiveness New subcharacteristic
3.5 Reliability Reliability
3.5.1 Faultlessness Maturity Renamed
3.5.2 Availability Availability
3.5.3 Fault tolerance Fault tolerance
3.5.4 Recoverability Recoverability
3.6 Security Security
3.6.1 Confidentiality Confidentiality
3.6.2 Integrity Integrity
3.6.3 Non-repudiation Non-repudiation
3.6.4 Accountability Accountability
3.6.5 Authenticity Authenticity
3.6.6 Resistance New subcharacteristic
3.7 Maintainability Maintainability
3.7.1 Modularity Modularity
3.7.2 Reusability Reusability
3.7.3 Analysability Analysability
3.7.4 Modifiability Modifiability
3.7.5 Testability Testability
3.8 Flexibility Portability Renamed
3.8.1 Adaptability Adaptability
3.8.2 Scalability New subcharacteristic
3.8.3 Installability Installability
3.8.4 Replaceability Replaceability
3.9 Safety New characteristic
3.9.1 Operational constraint New subcharacteristic
3.9.2 Risk identification New subcharacteristic
3.9.3 Fail safe New subcharacteristic
3.9.4 Hazard warning New subcharacteristic
3.9.5 Safe integration New subcharacteristic

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Annex B
(informative)

Example of mapping to dependability

This annex gives an example of how an organization can map its own model of software quality to the
product quality model in this document.
Dependability is defined in IEC 60050-192 as the “ability to perform as and when required”. One
example of an alternative categorization of product qualities based on dependability[1] is:
— Availability: ability to be in a state to perform as required [SOURCE: IEC 60050-192-01-23]
— Reliability: ability to perform as required, without failure, for a given time interval, under given
conditions [SOURCE: IEC 60050-192-01-24]
— Recoverability: ability to recover from a failure, without corrective maintenance [SOURCE:
IEC 60050-192-01-25]
— Maintainability: ability to be retained in, or restored to a state to perform as required, under given
conditions of use and maintenance [SOURCE: IEC 60050-192-01-27]
— Maintenance support performance: effectiveness of an organization in respect of maintenance
support [SOURCE: IEC 60050-192-01-29]
— Durability: ability to perform as required, under given conditions of use and maintenance, until the
end of useful life [SOURCE: IEC 60050-192-01-21]
— Safety: This term is not defined as vocabulary of dependability in IEC 60050-192.
— Security: This term is not defined as vocabulary of dependability in IEC 60050-192.
To conform to this document, this definition of dependability can be mapped onto the parts of the
ISO/IEC 25010 quality model shown in Table B.1.

Table B.1 — Mapping of dependability

Clause ISO/IEC 25010:2023 Dependability
3.1 Functional suitability *
3.2 Performance efficiency *
3.3 Compatibility *
3.4 Interaction capability *
3.5 Reliability Reliability
3.5.2 Availability Availability
3.5.3 Fault tolerance Durability
3.5.4 Recoverability Recoverability
3.6 Security Security
3.7 Maintainability Maintainability
Maintenance support performance
3.8 Flexibility *
3.9 Safety Safety

If this definition of dependability was used as part of a wider assessment of product quality, it would
also be necessary to consider functional suitability, performance efficiency, compatibility, interaction

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ISO/IEC 25010:2023(E)

capability, flexibility and quality-in-use characteristics and subcharacteristics, although these are not
explicitly described to contribute to dependability defined in IEC 60050 (they are indicated by asterisk
in Table B.1).

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Annex C
(informative)

Using the quality model for measurement

C.1 Software properties

Some software properties are inherent in the software product; some are assigned to the software
product. The quality of a software product in a particular context of use is determined by its inherent
properties. Also, system properties can be often similar to software properties.
NOTE Examples of inherent properties are number of lines of code and the accuracy of a numeric calculation
provided by the software. Examples of assigned properties are the owner of a software product, a warranty and
the price of a software product.

Inherent properties can be classified as either functional properties or quality properties. Functional
properties determine what the software is able to do. Quality properties determine how well the
software performs. Quality properties are inherent to a software product and associated system. An
assigned property is therefore not considered to be a quality characteristic of the software, since it
can be changed without changing the software. Figure C.1 illustrates this classification of software
properties.
Functional properties and quality properties are needed to be distinguished to be consistent to the basic
concept that quality requirements are identified ones of non-functional requirements, distinguished
from functional requirements, required to be achieved, evaluated and improved. Both of properties
can support mutually. For examples, some of functional properties emerge sufficiently by supports
from quality properties such as of faultless, fault tolerant, enough real time processing etc. Conversely,
quality properties can be fleshed out with functional properties.

Figure C.1 — Software properties

C.2 Quality measures on internal properties, quality measures on external

properties and quality-in-use measures
For each subcharacteristic, the capability of the software is determined by a set of static internal
properties that can be measured. Examples of quality measures on internal properties (i.e. internal
measures) are given in ISO/IEC 25023 and ISO/IEC 5055. The characteristics and subcharacteristics
can be measured externally by the extent to which the capability is provided by the system containing
the software. Examples of quality measures on external properties (i.e. external measures) are also
given in ISO/IEC 25023.

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Quality measures on external properties of system/software quality provide a “black box” view of the
system/software and address properties related to the execution of the software on computer hardware
and an operating system. Quality measures on internal properties of software quality provide a “white
box” view of software and address static properties of the software product that are typically available
to be evaluated during the development. The quality of software measured internally has an impact on
the quality of system/software measured externally, which again has an impact on the quality-in-use of
the system.
EXAMPLE Operability measured internally by the degree of conformance to menu interface design
guidelines in ISO 9241-14 contributes to operability measured externally by the extent to which users can
successfully manipulate the menus, which contributes to the effectiveness, efficiency and satisfaction when
carrying out tasks (usability in the quality-in-use model).

Quality measures on internal properties based on inspecting static properties can be used to measure
inherent properties of a software work product (see Table C.1). Static analysis methods include
inspection and automated analysis tools. Work products include requirements and design documents,
source code, and test procedures.
Quality measures on external properties of dynamic properties can be used to measure inherent
properties of a computer system (the target computer system in Figure 3), and system-dependent
properties of a software product.
Quality-in-use measures (derived from testing or observing the results of real or simulated use)
measure intrinsic properties of a system that can include software, hardware, communications and
users, and system dependent properties of a software-intensive computer system or of a software
product. Quality-in-use measures relate to the impact of the system on stakeholders.

Table C.1 — Differences between quality measures on internal properties,

quality measures on external properties and quality-in-use measures
Type of properties measured Software product Computer system be- Human-computer sys-
properties haviour properties tem impact properties
Type of quality measure Internal: inspection of External: test or model- Quality-in-use: test or
static properties ling of dynamic proper- observation of results of
ties real or simulated use
Type of properties of software Inherent Computer system-de- Human-computer sys-
product pendent tem-dependent
Type of properties of comput- Inherent Human-computer sys-
er system tem-dependent
Type of properties of hu- Inherent
man-computer system

Quality measures on internal properties of software can be used at an early stage of the system/
software development process to predict quality measures on external properties of system/software
quality. There are often quality measures on internal properties and quality measures on external
properties for the same property, for example, a quality measure on internal property to estimate the
expected response time to predict the time measured externally.
Examples of product quality measures are given in ISO/IEC 25023.

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Annex D
(informative)

Quality from different stakeholders’ perspectives

The quality models provide a framework for collecting stakeholder needs. Stakeholders include the
following types of user and other types of people;
a) Primary users: person who interacts with the system to achieve the primary goals.
b) Secondary users: who provide support, for example
1) content provider, system manager/administrator, security manager;
2) maintainer, analyser, porter, installer.
c) Indirect users: person who receives output, but does not interact with the system.
d) Other stakeholders:
1) those who are concerned with the product by business; examples include product salesman,
executives of the product marketing company;
2) those who are concerned with the product by engineering for its lifecycle; examples include
requirements analysts, developer;
3) public under the effects or influence of the product during its operation; examples include
passengers of railway, users of electric power supply
Each of these types of user has needs for quality-in-use and product quality in particular contexts of
use, as illustrated for some examples of users and quality characteristics by the questions shown in
Table D.1.
NOTE The content provider also has user needs for data quality.

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Table D.1 — Examples of user needs for product quality

User needs Primary user Secondary users Indirect user
Content provider Maintainer
Interacting Interacting Maintaining or Using output
porting
Reliability How reliable does How reliable does How reliable does How reliable does
the system need to updating the system maintaining or port- the output from the
be when the user with new content ing the system need system need to be?
uses it to perform need to be? to be?
their task?
Security How secure does the How secure does How secure does the How secure does
system need to be the system need to system need to be the output from the
when the user uses be after the content after maintenance system need to be?
it to perform their provider updates it? changes are made or
task? when it is ported?
Learnability To what extent does To what extent does To what extent does To what extent does
learning to use the learning to provide learning to maintain learning to use the
system need to be ef- content need to be or port the system output from the
fective, efficient, risk effective, efficient, need to be effective, system need to be ef-
free and satisfying? risk free and satis- efficient, risk free fective, efficient, risk
fying? and satisfying? free and satisfying?
Inclusivity and user To what extent does To what extent does To what extent does To what extent does
assistance the system need to providing content for maintaining or port- using the output of
be effective, efficient, the system need to ing the system need the system need to
risk free and satisfy- be effective, efficient, to be effective, effi- be effective, efficient,
ing to use for people risk free and satisfy- cient, risk free and risk free and satisfy-
with disabilities? ing for people with satisfying for people ing for people with
disabilities? with disabilities? disabilities?

The user needs in Table D.1 provide examples of starting points for requirements, and can be used as a
basis for measuring the impact of the quality of the system on use and maintenance.
Prior to software development or acquisition, quality requirements should be defined from the
perspective of stakeholders. Analysis of the quality-in-use requirements results in derived functional
and quality requirements needed for a product to achieve the quality-in-use requirements.
EXAMPLE Overall needs for system reliability can lead to specific requirements for software product
maturity, availability, fault tolerance and recoverability. Reliability can also have an impact on overall system
effectiveness, efficiency, freedom from risk and satisfaction.

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Bibliography

[1] IEC 60050-192:2015, International Electrotechnical Vocabulary (IEV) — Part 192: Dependability
[2] IEC 60050-192:2015/AMD1:​2016, Amendment 1 — International Electrotechnical Vocabulary
(IEV) — Part 192: Dependability
[3] IEEE 1517:2010, IEEE Standard for Information Technology — Software Life Cycle Processes —
Reuse Processes
[4] ISO 7498-2:1989, Information processing systems — Open Systems Interconnection — Basic
Reference Model — Part 2: Security Architecture
[5] ISO 9001, Quality management systems — Requirements
[6] ISO/IEC 25023, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Measurement of system and software product quality
[7] ISO 9241-14, Ergonomic requirements for office work with visual display terminals (VDTs) — Part
14: Menu dialogues
[8] ISO 9241-110, Ergonomics of human-system interaction — Part 110: Interaction principles
[9] ISO 9241-112, Ergonomics of human-system interaction — Part 112: Principles for the presentation
of information
[10] ISO/IEC/IEEE 12207:2017, Systems and software engineering — Software life cycle processes
[11] ISO/IEC/IEEE 15288, Systems and software engineering — System life cycle processes
[12] ISO/IEC/IEEE 24765:2017, Systems and software engineering — Vocabulary
[13] ISO/IEC 25000, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Guide to SQuaRE
[14] ISO/IEC 25002, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Quality models overview and usage
[15] ISO/IEC TS 25011, Information technology — Systems and software Quality Requirements and
Evaluation (SQuaRE) — Service quality models
[16] ISO/IEC 25012, Software engineering — Software product Quality Requirements and Evaluation
(SQuaRE) — Data quality model
[17] ISO/IEC 25019, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Quality-in-use model
[18] ISO/IEC 25020, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Quality measurement framework
[19] ISO/IEC 25030, Systems and software engineering — Systems and software quality requirements
and evaluation (SQuaRE) — Quality requirements framework
[20] ISO/IEC 25040, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Evaluation process
[21] ISO/IEC 25021, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Quality measure elements
[22] ISO/IEC 33063, Information technology — Process assessment — Process assessment model for
software testing

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[23] ISO/IEC/IEEE 29119-1, Software and systems engineering — Software testing — Part 1: General
concepts
[24] ISO/IEC 5055, Information technology — Software measurement — Software quality measurement
— Automated source code quality measures
[25] ISO TR 25060, Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — General framework for Common Industry Format (CIF) for usability-
related information

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