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Taxonomy of Service Qualities

The service qualities presently identified in the TRM taxonomy are:

• Availability (the degree to which something is available for use), including:
  • Manageability, the ability to gather information about the state of something and to control it
  • Serviceability, the ability to identify problems and take corrective action, such as to repair or upgrade a component in a running system
  • Performance, the ability of a component to perform its tasks in an appropriate time
  • Reliability, or resistance to failure
  • Recoverability, or the ability to restore a system to a working state after an interruption
  • Locatability, the ability of a system to be found when needed
• Assurance, including:
  • Security, or the protection of information from unauthorized access
  • Integrity, or the assurance that data has not been corrupted
  • Credibility, or the level of trust in the integrity of the system and its data
• Usability, or ease-of-operation by users, including:
  • International Operation, including multi-lingual and multi-cultural abilities
• Adaptability, including:
  • Interoperability, whether within or outside the organization (for instance, interoperability of calendaring or scheduling functions may be key to the usefulness of a system)
  • Scalability, the ability of a component to grow or shrink its performance or capacity appropriately to the demands of the environment in which it operates
  • Portability, of data, people, applications, and components
  • Extensibility, or the ability to accept new functionality
  • The ability to offer access to services in new paradigms such as object-orientation