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BS EN 17371-3:2020

BS EN 17371-3:2020

$167.15

Provision of services – Management of Performance Measurement. Guidance on the mechanism to measure performance as part of service contracts

Published By Publication Date Number of Pages
BSI 2020 38
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This document provides guidance on setting up the mechanism for Performance Measurement management as a part of an entire service contract.

This document is applicable to:

  1. Service buyers and service providers regardless of type, size or the nature of the services; and

  2. Service providers who may be inside or outside the service buyers’ organization.

  3. Any interested parties who are directly or indirectly involved in or affected by a procurement process.

This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts.

NOTE 1

‘Works contracts’ are contracts that have as their object the execution, or both the design and execution, of a work are not covered. Contracts having as their object only the design of a work are covered.

NOTE 2

‘Work’ means the outcome of building or civil engineering works taken as a whole which is sufficient in itself to fulfil an economic or technical function.

PDF Catalog

PDF Pages PDF Title
2 undefined
7 1 Scope
2 Normative references
3 Terms and definitions
3.1 Terms related to services in general
9 3.2 Terms related to Performance Measurement
11 4 Context
12 5 Performance Measurement model
5.1 General
14 5.2 Measure and collect to obtain Service Metrics
5.3 Convert and aggregate to calculate Service Indicators
5.4 Weight and combine to calculate Key Service Indicators
15 6 Performance Measurement execution
6.1 General
6.2 Measuring regular services
6.3 Measuring response services
6.3.1 Service request lifecycle
16 6.3.2 Service incident lifecycle
18 Annex A (informative)Service Assurance Model
A.1 General
A.2 General Service Performance Level
A.3 Assurance Level 1: Best effort
A.4 Assurance Level 2: Managed
19 A.5 Assurance Level 3: Defined
A.6 Assurance Level 4: Predictable
A.7 Assurance Level 5: Optimizing
20 A.8 Notes
21 Annex B (informative)Examples of specific sectors

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BS EN 17371-3:2020
$167.15