1、 ETSI TS 102 844 V1.2.1 (2010-11)Technical Specification User Group;Quality of Telecom Services;Conformity assessment;Requirements for bodies providing QoS assessments and surveysETSI ETSI TS 102 844 V1.2.1 (2010-11)2Reference RTS/USER-00035 Keywords QoS, user ETSI 650 Route des Lucioles F-06921 Sop
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6、estriction extend to reproduction in all media. European Telecommunications Standards Institute 2010. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTM, TIPHONTM, the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM is a Trade Mark of ETSI regist
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8、02 844 V1.2.1 (2010-11)3Contents Intellectual Property Rights 4g3Foreword . 4g3Introduction 4g31 Scope 5g32 References 5g32.1 Normative references . 5g32.2 Informative references 5g33 Definitions and abbreviations . 6g33.1 Definitions 6g33.2 Abbreviations . 6g34 Approach for Conformity Assessment .
9、6g34.1 Scope of Conformity Assessment 6g34.2 Types of Conformity Assessment 7g35 Scope of conformity assessment 8g36 Audit team for conformity assessment . 8g37 Audit activities . 8g37.1 Overview 8g37.2 Audit Methods 9g37.3 Assessment of QoSAP Status . 9g37.4 Independency . 9g38 Assessment of the ca
10、mpaign process . 9g39 Assessment of the campaign definition and operation . 10g310 Assessment by the audit team 10g311 QoSAP Resources and testing equipment 10g312 Audit report 10g312.1 Audit findings and non conformities 11g313 Monitoring the conformity . 11g314 Audit duration 11g3Annex A (informat
11、ive): List of European accreditation bodies members of EA (European Cooperation for Accreditation) 12g3Annex B (informative): Bibliography . 13g3History 14g3ETSI ETSI TS 102 844 V1.2.1 (2010-11)4Intellectual Property Rights IPRs essential or potentially essential to the present document may have bee
12、n declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“,
13、 which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPR
14、s not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This Technical Specification (TS) has been produced by ETSI User Group (USER). Information and Communication Technology (ICT) standardisation i
15、s part of the general standardisation activities, and contributes to policy objectives to improve the competitiveness of European industry, as specified in the Lisbon strategy. The legal basis for European standardisation and standardisation policy, including the ICT domain, is Directive 98/34/EC i.
16、2. One of its main elements is the formal recognition of three European Standards Organisations (ESO), CEN, CENELEC and ETSI, active in various degrees in the ICT domain. Standards produced by the three ESO and resulting from an open consensus building process are by nature voluntary and non binding
17、 technical documents. The standardization work described in the present document was funded by the European Commission, Enterprise and Industry Directorate-General, as part of the 2009 ICT Standardisation Work Programme and executed by ETSI. The present document has been produced within the ETSI Spe
18、cial Committee USER GROUP (USER) by the Specialist Task Force (STF) 374 and the maintenance is ensured by the USER GROUP. Introduction In order to provide evidence that the Quality of Service (QoS) assessment is conducted according to TS 102 852 1, it will be useful for a service provider to have it
19、s QoS assessment process audited by an independent party. The purpose of the present document is to define when, how and by whom a conformity assessment audit of the QoS assessment shall be conducted. Such a conformity assessment is expected to contribute to an increased confidence by service provid
20、ers, customers, regulators and other stakeholders in QoS assessment results. The present document provides the requirements needed to ensure that QoS information has been assessed according to the best practices and to TS 102 852 1. It can be used by any assessment body to assess the conformity of t
21、he assessment process of the Quality of Service (QoS) of Services Providers (SP). NOTE: Conformity assessment against the present document may be issued by a certification body accredited ISO/IEC Guide 65 2 by a European Cooperation for Accreditation (EA) member (www.european-accreditation.org). EA
22、members are listed in Annex A. In that case, the declaration of conformity is called a “certificate of conformity“. Although the present document is not a multipart deliverable, it is closely linked to: The EG 202 843 i.1 that defines parameters and basic information which are universally applicable
23、. One aim here is to keep the parameter definitions stable and complete for any kind of application. The TS 102 852 1 that defines the test methodologies, how to apply the parameters including all necessary boundary conditions and preconditions with the aim to ensure comparability of results and to
24、guarantee the objectivity of the results. ETSI ETSI TS 102 844 V1.2.1 (2010-11)51 Scope The present document details the specific requirements an independent body should comply with in addition to the generic standards ISO/IEC Guide 65 2 to provide conformity assessment of the QoS assessment process
25、 of Information and Communication Technology (ICT) services to EG 202 843 i.1 and other relevant standards listed in the present document. NOTE 1: According to TS 102 852 1, QoS of the customer Relationship Stages other than utilization is assessed. NOTE 2: The present document may be used by any st
26、akeholder concerned by QoS Assessment in order to be confident with the results of QoS campaigns and with the way they are carried out. 2 References References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, on
27、ly the cited version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hy
28、perlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. 2.1 Normative references The following referenced documents are necessary for the application of the present document. 1 ETSI TS 102 852: “User Group; Quality of ICT Services; Asses
29、sment process of the QoS parameters of the customer relationship stages“. 2 ISO/IEC Guide 65 (1996): “General requirements for bodies operating product certification systems“. NOTE: ISO/IEC Guide 65 is expected to be replaced by ISO/IEC 17065 next year. 3 ISO 19011: “Guidelines for quality and/or en
30、vironmental management systems auditing“. 4 CENELEC EN 45020 (1998): “Standardisation and related activities - General vocabulary“. 5 CENELEC EN 45011: “General requirements for bodies operating product certification systems“. NOTE: CENELEC EN 45011 is expected to be replaced by ISO/IEC 17065 next y
31、ear. 2.2 Informative references The following referenced documents are not necessary for the application of the present document but they assist the user with regard to a particular subject area. i.1 ETSI EG 202 843: “User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS
32、 parameters of the Customer Relationship Stages other than utilization“. i.2 Directive 98/34/EC of the European Parliament and of the Council of 22 June 1998 laying down a procedure for the provision of information in the field of technical standards and regulations and of rules on Information Socie
33、ty services. ETSI ETSI TS 102 844 V1.2.1 (2010-11)63 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: accreditation body: organization that has the power to accredit a Conformity Assessment Body audit team: group of au
34、ditors appointed to provide conformity assessment of the QoS assessment activities with respect to a technical specification auditor: person who is competent to carry out audits conformity assessment: activity to determine, directly or indirectly, that a process, product, or service meets relevant s
35、tandards and fulfils relevant requirements NOTE: Typical examples of conformity assessment activities are sampling, testing and inspection; evaluation, verification and assurance of conformity (suppliers declaration, certification); registration and approval as well as their combinations EN 45020 4,
36、 clause 12.2. Conformity Assessment Body (CAB): organization that has skills and methods to conduct conformity assessment audit of the QoS assessment process of another party deviation: requirement that is not or partially fulfilled NOTE: A deviation may be major or minor. 3.2 Abbreviations For the
37、purposes of the present document, the following abbreviations apply: CAB Conformity Assessment Body EA European Cooperation for Accreditation ESO European Standards Organisation ICT Information and Communication Technology QoS Quality of Service QoSAP Quality of Service Assessment Party SP Service P
38、rovider 4 Approach for Conformity Assessment 4.1 Scope of Conformity Assessment The Conformity Assessment process described in the present document is concerned with the compliance of the QoS assessment process managed by a service provider or by an independent party with requirements described in T
39、S 102 852 1. The intent of the Conformity Assessment described in the present document is not to state the level of QoS reached by the service provider but the conformity of the QoS assessment process carried out by the service provider or by the QoSAP with TS 102 852 1. ETSI ETSI TS 102 844 V1.2.1
40、(2010-11)74.2 Types of Conformity Assessment It is expected that some service providers may outsource the QoS assessment to an external third party and that other service providers may handle it internally. In order to address these two schemes, two types of conformity assessment have been defined:
41、a) External QoSAP. When an external QoSAP carries out the QoS Assessment Process for several service providers, the conformity assessment of the QoSAP can be carried on the basis of generic methods used by the QoSAP and examples of real cases of QoS assessment of different service providers. This is
42、 called a type A conformity assessment. b) Internal QoSAP. When a service provider executes with its own means the QoS assessment of its services, the conformity assessment is carried out on the basis of the methods used to assess the QoS. This is called a type B conformity assessment. With this fle
43、xible scheme, when a service provider wants to make stakeholders confident that the QoS assessment is carried out according to TS 102 852 1, he will have the choice between: subcontracting the assessment process to an external QoSAP which has an up-to-date generic type A conformity assessment awarde
44、d by a CAB (Conformity Assessment Body); or executing by its own means the QoS assessment process and hiring a CAB to receive and update a specific type B conformity assessment. NOTE: Conformity to the present document is applicable only if the QoSAP carries out the totality of the assessment proces
45、s described in TS 102 852 1. Figure 1 illustrates the different roles and actions of entities involved in the conformity assessment Process. Figure 1: Role of Entities and Applicable Standards in Conformity Assessment of the QoS assessment Figure 2: The QoSAP type A (External QoSAP) ETSI ETSI TS 102
46、 844 V1.2.1 (2010-11)8Figure 3: The QoSAP type B (Internal QoSAP) 5 Scope of conformity assessment The QoSAP shall provide the audit team of the CAB with real QoS Assessment campaigns carried out by the QoSAP. The auditing may be carried out in part/s on different cases to meet the complete requirem
47、ents. No case/s need to be audited in full. 6 Audit team for conformity assessment The audit team may be composed by a sole or several auditors. Each of them shall be qualified by the party providing assessment of the QoS. In case of several auditors, one shall be designed as the audit team leader.
48、Auditor shall have: Secondary education or 7 years of professional experience. Understanding of statistics. Knowledge in ICT. Basic knowledge of Mechanism for ICT QoS assessment. The audit team leader shall have experience in audit as lead auditor as described in ISO 19011 3. Auditors shall maintain
49、 their qualification on an annual basis through active participation in assessment activities in QoS Assessment process and updating knowledge in the relevant standards. 7 Audit activities 7.1 Overview The activities of the audit of the QoS assessment are the following: Initiating the audit. Conducting document review. Preparing for the on-site audit activities. Conducting on-site audit activities. ETSI ETSI TS 102 844 V1.2.1 (2010-11)9 Preparing the audit report. Approving and distributing the audit repo
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