BS ISO IEC 30105-3 pdf download.Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes
1 Scope
ISO/IEC 30105 specifies the lifecycle process requirements performed by the IT enabled business process outsourcing service provider for the outsourced business processes. It defines the processes to plan, establish, implement, operate, monitor, review, maintain and improve its services. This document: — covers IT enabled business processes that are outsourced; — is not intended to cover IT services but includes similar, relevant process for completeness; — is applicable to the service provider, not to the customer; — is applicable to all lifecycle processes of ITES-BPO; — serves as a measurement framework for processes and provide an organization maturity model for organizations providing ITES-BPO services that: — conforms to the requirements of ISO/IEC 33003 and ISO/IEC 33004; — supports the performance assessment by providing a framework to measure and derive capability and organization maturity levels.
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 30105-4 and ISO/IEC 33001 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 http://www.iso.org/obp NOTE For the purposes of this document, the definition for organization is as per ISO 9000:2015, 3.2.1 “a group of people and facilities with an arrangement of responsibilities, authorities and relationships”. Organization unit: identified part of an organization that deploys one or more processes that operate within a coherent set of business goals, and which forms the basis for the scope of an assessment. An organization’s unit is typically part of a larger organization, although in a small organization, the organization’s unit may be the whole organization.
4 Overview of measurement framework (MF) and organization maturity model (OMM)
Figure 2 lists the processes from ISO/IEC 30105-1 that are included in the process dimension of the process assessment model for ITES-BPO. It includes all aspects of an ITES-BPO outsourced service, from developing an ITES-BPO solution through service delivery and to transitioning out. It includes the leadership, relationship management and enabling processes which support the outsourced business across its lifecycle.The ITES-BPO process categories are as follows. — Strategic enablement processes: include strategic direction and review of the business performance against plan for the service provider organization and Innovation process to bring in breakthrough changes.— Relationship processes: cover the relationship of the service provider with the customer and the suppliers. — Solution processes: include details on how the ITES-BPO solution is envisaged and the contract developed and managed. — Transition in processes: cover the movement of business process delivery from the customer to the service provider, establishing the required management, people and infrastructure capability, and concluding with piloting the transitioned service. — Service delivery processes: include all the processes that are required for the day to day management and delivery of ITES-BPO services. — Transition out process: covers the movement of the business process delivery back to the customer or to a different service provider. — Tactical enablement processes: involve a set of processes that enables achievement of the objective of the core service delivery processes. These are tactical in nature. — Operational enablement processes: involve a set of processes that ensures day to day operations of service delivery are supported and are performed alongside the service delivery processes. The diagram in Figure 3 provides the relationship between the parts in ISO/IEC 30105 and with the assessment methods in ISO/IEC 33002, ISO/IEC 33004 and ISO/IEC 33020.This document defines the principles for the ITES-BPO measurement framework which supports the assessment of process capability, in accordance with the requirements of ISO/IEC 33003. The measurement framework provides a schema that can be used to construct a process assessment model conformant with ISO/IEC 33004 which can be used to assess process capability according to the requirements of ISO/IEC 33002. Process capability is a process quality characteristic related to the ability of a process to consistently meet current or projected business goals. The capability level rating does not guarantee that an organization will perform its processes at any given process capability level, simply that it is capable of performing its processes at that level.
BS ISO IEC 30105-3 pdf download
