BS ISO IEC 30105-3-2016 Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Measurement framework (MF) and organization maturity .pdf

1、BS ISO/IEC 30105-3:2016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processesPart 3: Measurement framework (MF) and organization maturity model (OMM)BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06BS ISO/IEC 30105-3:201

2、6 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of ISO/IEC 30105-3:2016.The UK participation in its preparation was entrusted to T e c h n i c a l C o m m i t t e e I S T / 6 0 / 3 , I T - e n a b l e d S e r v i c e s / B u s i n e s s P r o c e s s Outsourcing.A l

3、ist of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2016.Published by BSI Standards

4、 Limited 2016ISBN 978 0 580 84618 2 ICS 35.080 Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the Standards Policy and Strategy Committee on 30 November 2016.Amendments/corrigenda issued since publicationDat

5、e T e x t a f f e c t e dBS ISO/IEC 30105-3:2016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 3: Measurement framework (MF) and organization maturity model (OMM)Technologies de linformation Processus du cycle de vie de la dlocalisation du

6、 processus daffaires des services activs par IT Partie 3: Modle de maturit de lorganisation (OMM) et cadre de mesure (MF)INTERNATIONAL STANDARDISO/IEC30105-3Reference numberISO/IEC 30105-3:2016(E)First edition2016-11-15 ISO/IEC 2016BS ISO/IEC 30105-3:2016ii ISO/IEC 2016 All rights reservedCOPYRIGHT

7、PROTECTED DOCUMENT ISO/IEC 2016, Published in SwitzerlandAll rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, with

8、out prior written permission. Permission can be requested from either ISO at the address below or ISOs member body in the country of the requester.ISO copyright officeCh. de Blandonnet 8 CP 401CH-1214 Vernier, Geneva, SwitzerlandTel. +41 22 749 01 11Fax +41 22 749 09 47copyrightiso.orgwww.iso.orgISO

9、/IEC 30105-3:2016(E)BS ISO/IEC 30105-3:2016ISO/IEC 30105-3:2016(E)Foreword ivIntroduction v1 Scope . 12 Normative references 13 Terms and definitions . 24 Overview of measurement framework (MF) and organization maturity model (OMM) . 25 ITES-BPO measurement framework (MF) for process capability . 46

10、 Rating and aggregating process attributes . 66.1 Process attributes rating scale 66.2 Process attribute ratings method 77 Process capability level model Achievement of process capability levels 78 Organization maturity model (OMM) . 88.1 General . 88.2 Structure of the ITES-BPO organization maturit

11、y model (OMM) . 99 Definition of organization maturity levels .109.1 Level 0 organization Immature 109.2 Level 1 organization Basic 109.3 Level 2 organization Managed activities 109.4 Level 3 organization Managed organization .109.5 Level 4 organization Strategic alignment 119.6 Level 5 organization

12、 Transformational . 1110 Rules for deriving maturity levels from process attribute ratings1210.1 Overview . 1210.2 Maturity level 1 1210.3 Maturity level 2 1210.4 Maturity level 3 1310.5 Maturity level 4 1410.6 Maturity level 5 1511 Conditions for inclusion of process areas .16Annex A (informative)

13、Conformity of the measurement framework 18Annex B (informative) Conformity of the maturity model .22Bibliography .24 ISO/IEC 2016 All rights reserved iiiContents PageBS ISO/IEC 30105-3:2016ISO/IEC 30105-3:2016(E)ForewordISO (the International Organization for Standardization) and IEC (the Internatio

14、nal Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields

15、of technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information technology, ISO and IEC have established a join

16、t technical committee, ISO/IEC JTC 1.The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of document should be noted. This document wa

17、s drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives). Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO and IEC shall not be held responsible for identifying any or all

18、such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents). Any trade name used in this document is information given for the convenience of users and

19、does not constitute an endorsement.For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: ww

20、w.iso.org/iso/foreword.html.The committee responsible for this document is ISO/IEC JTC 1, Information technology, Subcommittee SC 40, IT Service Management and IT Governance.A list of all parts in the ISO/IEC 30105 series can be found on the ISO website.iv ISO/IEC 2016 All rights reservedBS ISO/IEC

21、30105-3:2016ISO/IEC 30105-3:2016(E)IntroductionITES-BPO services encompass the delegation of one or more IT enabled business processes to a service provider who uses appropriate technology to deliver service. Such a service provider manages, delivers, improves and administers the outsourced business

22、 processes in accordance with predefined and measurable performance metrics. This covers diverse business process areas such as finance, human resource management, administration, health care, banking and financial services, supply chain management, travel and hospitality, media, market research, an

23、alytics, telecommunication, manufacturing, etc. These services provide business solutions to customers across the globe and form part of the core service delivery chain for customers.ISO/IEC 30105 (all parts) specifies the lifecycle processes requirements involved in the ITES-BPO industry. It provid

24、es an overarching standard for all aspects of ITES-BPO industry from the view of the service provider that performs the outsourced business processes. This is applicable for any ITES-BPO service provider providing services to customers through contracts and in industry verticals. It covers the entir

25、e outsourcing lifecycle and defines the processes that are considered to be good practices. It is an improvement standard that enables risk determination and improvement for service providers performing outsourced business processes. It also serves as a process reference model for service providers.

26、 It focuses on IT enabled business processes which are outsourced. It is generic and can be applied to all IT enabled business process outsourced services, regardless of type, size and the nature of the services delivered. Process improvement implemented using ISO/IEC 30105 (all parts) can lead to c

27、lear return on investment for customers and service providers. Alignment to ISO/IEC 30105 (all parts) can improve consistency, delivery quality and predictability in delivery of services.Figure 1 illustrates the key entities and relationships involved in an ITES-BPO service. It includes the customer

28、, the ITES-BPO service provider and various levels of suppliers. This is as per the supply chain relationship depicted in ISO/IEC 20000-1:2011, 7.2.Customer Service provider Supplier 2Lead supplier 3Sub-contractedsupplier 3aSupplier 1Figure 1 ITES-BPO key entitiesThis document details a measurement

29、framework (MF) and an organization maturity model (OMM). It provides the overview of how an organization can use the PRM and PAM to measure their capability and maturity levels. ISO/IEC 2016 All rights reserved vBS ISO/IEC 30105-3:2016ISO/IEC 30105-3:2016(E)This document is to be used in concurrence

30、 with the other parts of ISO/IEC 30105 and the assessment approach provided by ISO/IEC 33002 for assessing processes.In this document, the following clauses of ISO/IEC 33020 have been replicated: Clause 5: Measurement framework; Clause 6: Extract of selected parts of rating and aggregating process a

31、ttributes; Clause 7: Capability level model.vi ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-3:2016INTERNATIONAL STANDARD ISO/IEC 30105-3:2016(E)Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 3: Measurement framework (MF) and organizati

32、on maturity model (OMM)1 ScopeISO/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 imp

33、rove 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;

34、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 capabilit

35、y and organization maturity levels.2 Normative referencesThe following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of

36、the referenced document (including any amendments) applies.ISO/IEC 33002, Information technology Process assessment Requirements for performing process assessmentISO/IEC 33003, Information technology Process assessment Requirements for process measurement frameworksISO/IEC 33004:2015, Information te

37、chnology Process assessment Requirements for process reference, process assessment and maturity modelsISO/IEC 33020:2015, Information technology Process assessment Process measurement framework for assessment of process capabilityISO/IEC 30105-2:2016, Information technology IT Enabled Services-Busin

38、ess Process Outsourcing (ITES-BPO) lifecycle processes Part 2: Process assessment model ISO/IEC 2016 All rights reserved 1BS ISO/IEC 30105-3:2016ISO/IEC 30105-3:2016(E)3 Terms and definitionsFor the purposes of this document, the terms and definitions given in ISO/IEC 30105-4 and ISO/IEC 33001 apply

39、.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/obpNOTE For the purposes of this document, the definition for organization is

40、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 bas

41、is for the scope of an assessment.An organizations unit is typically part of a larger organization, although in a small organization, the organizations unit may be the whole organization.4 Overview of measurement framework (MF) and organization maturity model (OMM)Figure 2 lists the processes from I

42、SO/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 manageme

43、nt and enabling processes which support the outsourced business across its lifecycle.Strategic enablementRelationship SolutionTactical enablementTransition inService deliveryTransition outOperational enablementFigure 2 ITES-BPO lifecycle process categoriesThe ITES-BPO process categories are as follo

44、ws. 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.2 ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-3:2016ISO/IEC 30105-3:2016(E) Relations

45、hip 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 c

46、ustomer 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.

47、 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 nat

48、ure. 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 assessme

49、nt methods in ISO/IEC 33002, ISO/IEC 33004 and ISO/IEC 33020.Figure 3 Overview of MF and OMM ISO/IEC 2016 All rights reserved 3BS ISO/IEC 30105-3:2016ISO/IEC 30105-3:2016(E)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