EN 17371-3:2020

SLOVENSKI STANDARD
01-oktober-2020
Zagotavljanje storitev - 3. del: Upravljanje merjenja zmogljivosti - Navodilo za
mehanizem merjenja zmogljivosti kot dela storitvenih pogodb
Provision of services - Part 3: Management of Performance Measurement - Guidance on
the mechanism to measure performance as part of service contracts
Dienstleistungserbringung - Teil 3: Management der Leistungsmessung - Leitlinien für
den Mechanismus zur Leistungsmessung im Rahmen von Dienstleistungsverträgen
Prestation de services - Partie 3 : Management du mesurage des performances -
Recommandations relatives au mécanisme de mesurage des performances dans le
cadre des contrats de services
Ta slovenski standard je istoveten z: EN 17371-3:2020
ICS:
03.080.01 Storitve na splošno Services in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EN 17371-3
EUROPEAN STANDARD
NORME EUROPÉENNE
July 2020
EUROPÄISCHE NORM
ICS 03.080.01
English Version
Provision of services - Part 3: Management of Performance
Measurement - Guidance on the mechanism to measure
performance as part of service contracts
Prestation de services - Partie 3 : Management du Dienstleistungserbringung - Teil 3: Management der
mesurage des performances - Recommandations Leistungsmessung - Leitlinien für den Mechanismus
relatives au mécanisme de mesurage des performances zur Leistungsmessung im Rahmen von
dans le cadre des contrats de services Dienstleistungsverträgen
This European Standard was approved by CEN on 3 May 2020.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2020 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 17371-3:2020 E
worldwide for CEN national Members.

Contents Page
European foreword . 3
Introduction . 4
1 Scope . 5
2 Normative references . 5
3 Terms and definitions . 5
4 Context . 9
5 Performance Measurement model . 10
6 Performance Measurement execution . 13
Annex A (informative) Service Assurance Model . 16
Annex B (informative) Examples of specific sectors . 19
Bibliography . 33

European foreword
This document (EN 17371-3:2020) has been prepared by Technical Committee CEN/TC 447
“Horizontal standards for the provision of services”, the secretariat of which is held by BSI.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by January 2021, and conflicting national standards shall
be withdrawn at the latest by January 2021.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document has been prepared under a mandate given to CEN by the European Commission and the
European Free Trade Association.
According to the CEN-CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland,
Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of
North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the
United Kingdom.
Introduction
This document is part of a series of European Standards that address different phases in the provision
of services (see Figure 1): the service procurement phase (EN 17371-1), the service contracting phase
(EN 17371-2 ) and the service execution phase (EN 17371-3).
Each part of the series can be used individually or in combination with the other parts.

Figure 1 — Phases in the provision of services
The drafting of the series was initiated after CEN presented the findings of a study on the potential and
a possible impact of horizontal service standards on the EU single market for services. This study was as
a response to the standardization request M/517 from the European Commission for programming and
development of horizontal service standards. The objective of this standardization request was to
encourage the development of voluntary European Standards covering issues common to many service
sectors. Such standards should aim to facilitate compatibility between services providers, improve
information and the quality of services to the recipient.
This document aims to facilitate the discussion between the service buyer and the service provider on
service performance. For example, service buyer and service provider can use this standard to:
a) enable benchmarking;
b) facilitate the setting of industry-specific best practice KPIs;
c) enable fair comparison of different approaches;
d) enable comparison between external providers and an internal department;
e) make a clear distinction between facts and, anecdotes or exceptions; and
f) enable escalations to be performed in a structured and well-informed way.
This document also aims at specifying targets for regular services, e.g. in terms of reliability, defect
density, quality as well as targets for response services, e.g. in terms of response and resolution times
and defect removal efficiency. The aim of this document is to provide guidance on the performance
measurement.
Under preparation. Stage at the time of publication: prEN 17371-2.
1 Scope
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:
a) Service buyers and service providers regardless of type, size or the nature of the services; and
b) Service providers who may be inside or outside the service buyers’ organization.
c) 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.
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 terminological databases for use in standardization at the following addresses:
— IEC Electropedia: available at http://www.electropedia.org/
— ISO Online browsing platform: available at https://www.iso.org/obp
3.1 Terms related to services in general
3.1.1
capacity management
process at the discretion of a service provider to forecast resource requirements to meet future demand
for services
3.1.2
change management
process between a service buyer and service provider to control changes to the services
3.1.3
problem management
process to undertake root cause analysis and determine potential actions to prevent the occurrence or
recurrence of service incidents, and to minimize the impact of service incidents that cannot be
prevented.
3.1.4
quick fix
method to address the symptoms of a service incident as initial response and to reach at least a level of
minimum acceptable service performance
Note 1 to entry: A quick fix is not a permanent solution to fix the root cause of an incident.
3.1.5
regular service
continuous or periodic provision of a service by a service provider
Note 1 to entry: The primary focus is on satisfying pre-documented and agreed requirements of service buyer.
3.1.6
service
intangible output and result of a process that includes at least one activity that is carried out at the
interface between the supplier(provider) and the customer
Note 1 to entry: Service provision can take many forms. Service can be provided to support an organization’s
own products (e.g warranty service or the serving of meals).
Note 2 to entry: Conversely, a service can be provided for a product supplied by a customer (e.g. a repair service
or a delivery service).
Note 3 to entry: Service can also involve the provision of an intangible thing to a customer (e.g. entertainment,
ambience, transportation, or advice).
[ISO 9000:2015]
3.1.7
service buyer
organization that buys services from a service provider
Note 1 to entry: In public procurement, the service buyer may also be known as the contracting
authority/entity.
3.1.8
service incident
unplanned interruption to a service, or a reduction in the quality of a service, or an event that can
impact the service to a service recipient
3.1.9
service nonconformity
failure to meet a service performance target or other contractual obligations
3.1.10
service provider
organization or part of an organization that offers, delivers and/or manages one or more services
Note 1 to entry: Service providers can be external or internal to the service buyer’s organization.
3.1.11
service recipient
organization or a natural person who receives a service
Note 1 to entry: Examples of service recipients include end users, consumers, clients, beneficiaries, and retail
customers.
3.1.12
service request
request for information, advice, investigation, access to a service or a pre-approved change within the
scope of the services
Note 1 to entry: A service request is usually unplanned or ad hoc.
3.1.13
service response
process between a service buyer and service provider to deal with service requests and to respond to
service incidents
Note 1 to entry: The primary focus is on satisfying unplanned requirements of service buyer and dealing with
unexpected issues.
3.2 Terms related to Performance Measurement
3.2.1
attribute
measurable and tangible aspect relevant to service delivery including physical observations and
recipient perception of a service.
3.2.2
key performance indicator
measure that quantifies performance of a service
Note 1 to entry: A key performance indicator provides quantitative information about regular services, e.g. in
terms of reliability, defect density, quality and availability, and about response services, e.g. in terms of response
times, resolution times and defect removal efficiency.
Note 2 to entry: Key performance indicators refer to a certain time period, e.g. hour, day, week, month, quarter
or year. It is important to follow the development of the value of a key performance indicator with the course of
time (trend).
3.2.3
measurement period
time period in which the measurement is done and service metrics are gathered
Note 1 to entry: The start of a measurement period is characterized by resetting all data points of the Performance
Measurement Model.
3.2.4
minimum acceptable service performance
level of a key performance indicator that may be lower than the service performance target but that
allows a service buyer to meet the business obligations of the service
3.2.5
operating window
time period for the operation of regular services
Note 1 to entry: A service provider may define additional windows where different service performance targets
apply, e.g. to differentiate between office hours
...