Glossary definition: ISO/IEC 27004

ISO/IEC 27004: Understanding IT Service Management Metrics

ISO/IEC 27004 is an international standard that provides guidance for the effective and efficient implementation of a measurement program for the management of information and communication technology (ICT) services. It outlines the principles, processes, and techniques for measuring and managing the quality of ICT services. This standard is applicable to all organizations, regardless of size, industry, or geographic location. It is intended to be used in conjunction with other standards, such as ISO/IEC 20000 and ISO/IEC 27001. The standard provides guidance on the selection, implementation, and maintenance of a measurement program, as well as the measurement of ICT service quality. It also outlines the criteria and methods for assessing the effectiveness of the measurement program. ISO/IEC 27004 provides guidance on the use of metrics and indicators to measure the quality of ICT services, as well as the interpretation and use of the results. In addition, it outlines the requirements for reporting and documenting the results of the measurement program.