1、BS ISO/IEC 30105-2:2016 Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 2: Process assessment model (PAM) BSI Standards Publication WB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06BS ISO/IEC 30105-2:2016 BRITISH STANDARD National fo
2、reword This British Standard is the UK implementation of ISO/IEC 30105-2:2016. 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 list of organizations repre
3、sented 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 Limited 2016 ISBN 978 0
4、 580 84646 5 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 publication Date T e x t a f f e c
5、t e dBS ISO/IEC 30105-2:2016 Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 2: Process assessment model (PAM) Technologies de linformation Processus du cycle de vie de la dlocalisation du processus daffaires des services activs par IT Part
6、ie 2: Modle dvaluation du processus (PAM) INTERNATIONAL STANDARD ISO/IEC 30105-2 Reference number ISO/IEC 30105-2:2016(E) First edition 2016-11-15 ISO/IEC 2016 BS ISO/IEC 30105-2:2016ii ISO/IEC 2016 All rights reserved COPYRIGHT PROTECTED DOCUMENT ISO/IEC 2016, Published in Switzerland All rights re
7、served. 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, without prior written permission. Permission can be requested from either
8、ISO at the address below or ISOs member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyrightiso.org www.iso.org ISO/IEC 30105-2:2016(E)BS ISO/IEC 30105-2:2016ISO/IEC 30105-2:201
9、6(E)Foreword iv Introduction v 1 Scope . 1 2 Normative references 1 3 T erms and definitions . 1 3.1 General . 2 3.2 Structure of the ITES-BPO process assessment model 2 3.2.1 Relationship to process reference model . 2 3.2.2 Process categories and processes . 2 3.2.3 Process dimension . 4 3.2.4 Cap
10、ability dimension . 4 3.3 Assessment indicators 6 3.3.1 Overview . 6 3.3.2 Process capability indicators (PCI) 7 3.3.3 Process performance indicators (PPI) 9 3.4 Measuring process capability . 9 4 Processes and process performance indicators (level 1) .11 4.1 General 11 4.2 Base practices (BPs) and
11、work products (WPs) for ITES-BPO lifecycle processes 11 4.2.1 Strategic enablement processes 11 4.2.2 Relationship processes 14 4.2.3 Solution processes .17 4.2.4 Transition in processes .19 4.2.5 Service delivery processes .28 4.2.6 Transition out process .33 4.2.7 Tactical enablement processes .35
12、 4.2.8 Operational enablement processes 44 5 Process capability indicators (levels 1 to 5) .54 5.1 General 54 5.2 Process capability levels and process attributes 54 5.2.1 Process capability level 0: Incomplete process 55 5.2.2 Process capability level 1: Performed process 55 5.2.3 Process capabilit
13、y level 2: Managed process 55 5.2.4 Process capability level 3: Established process .60 5.2.5 Process capability level 4: Predictable process 64 5.2.6 Process capability level 5: Innovating process .68 Annex A (informative) Conformity of the process assessment model 73 Annex B (informative) Work pro
14、duct characteristics 77 Annex C (informative) Correlation between ISO/IEC 20000 and ISO/IEC 30105 .111 Bibliography .115 ISO/IEC 2016 All rights reserved iii Contents PageBS ISO/IEC 30105-2:2016ISO/IEC 30105-2:2016(E) Foreword ISO (the International Organization for Standardization) and IEC (the Int
15、ernational 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
16、fields 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
17、 a joint 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 doc
18、ument was 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
19、 or all 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 us
20、ers and 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 WTO principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword - Supplemen
21、tary information The committee responsible for this document is ISO/IEC JTC 1, Information technology, 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 30105-2:2016ISO/IEC 301
22、05-2:2016(E) Introduction ITES-BPO services encompass the delegation of one or more IT enabled business processes to a service provider who uses an appropriate technology to deliver a service. Such a service provider manages, delivers, improves and administers the outsourced business processes in ac
23、cordance 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, analytics, telecom
24、munications, manufacturing, etc. These services provide business solutions to customers across the globe and form the 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 provides an over
25、arching 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 entire outsour
26、cing 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. It focus
27、es 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 a clear re
28、turn 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, the
29、ITES-BPO service provider and various levels of suppliers. This is in line with the supply chain relationship depicted in ISO/IEC 20000-1:2011, 7.2. Figure 1 ITES-BPO key entities This document details the process assessment model (PAM). This PAM contains process definitions of ITES-BPO lifecycle de
30、fined in ISO/IEC 30105-1 and a model suitable for assessing a specified process quality characteristic. The outcomes in the PAM are clearly defined observable results, aligned to the business benefits derived by the customer and service provider. ISO/IEC 2016 All rights reserved vBS ISO/IEC 30105-2:
31、2016ISO/IEC 30105-2:2016(E) This document defines a process assessment model that is an improvement standard that enables risk determination and improvement for ITES-BPO service providers. ISO/IEC 20000-1 is a service management system standard which defines the criteria for a conformity assessment.
32、 Whilst there is potential for overlaps between this document and ISO/IEC 20000-1, in fact, they complement each other. Annex C describes the potential overlaps and differences, and their complementary nature.vi ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-2:2016INTERNATIONAL ST ANDARD ISO/IEC 3
33、0105-2:2016(E) Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 2: Process assessment model (PAM) 1 Scope ISO/IEC 30105 specifies the lifecycle process requirements performed by the IT enabled business process outsourcing service provider fo
34、r 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 proce
35、ss for completeness; is applicable to the service provider, not to the customer; is applicable to all lifecycle processes of ITES-BPO; serves as a process assessment model for organizations providing ITES-BPO services that: conforms to the requirements of ISO/IEC 33004; supports the performance asse
36、ssment by providing indicators for the interpretation of the process purposes and outcomes, as defined in ISO/IEC 24774, and the process attributes, as defined in ISO/IEC 33020. A process assessment model consists of a set of indicators for process performance and process capability. The indicators
37、are used as a basis for collecting the objective evidence that enables an assessor to determine ratings. The set of indicators included in this document is not intended to be an all-inclusive set nor is it intended to be applicable in its entirety. Supersets and subsets that are appropriate to the c
38、ontext and scope of the assessment should be selected. The process assessment model in this document is directed at assessment sponsors and competent assessors who wish to select a model, and associated documented assessment process, for the ITES- BPO lifecycle processes, for risk determination or p
39、rocess improvement. 2 Normative references The 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 the referenced
40、 document (including any amendments) applies. ISO/IEC 33004:2015, Information technology Process assessment Requirements for process reference, process assessment and maturity models ISO/IEC 30105-3, Information Technology IT enabled services-business process outsourcing (ITES-BPO) lifecycle process
41、es Part 3: Measurement framework (MF) and organization maturity model (OMM) 3 T erms a nd definiti ons For the purpose of this document, the terms and definitions given in ISO/IEC 30105-4, ISO/IEC 33001 and ISO/IEC TR 20000-10 apply. ISO/IEC 2016 All rights reserved 1BS ISO/IEC 30105-2:2016ISO/IEC 3
42、0105-2:2016(E) 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 ht
43、tp:/ /www.iso.org/obp 3.1 General In ISO/IEC 33001, the process assessment model is described as a model suitable for the purpose of assessing a specified process quality characteristic, based on one or more process reference models. The process reference model defined in ISO/IEC 30105-1, associated
44、 with the process attributes defined in this document, establishes a process assessment model that provides a common basis for performing assessments on ITES-BPO lifecycle processes, enabling the results to be reported using a common rating scale. A.2 in Annex A provides the requirements for process
45、 assessment models. The process assessment model defines a two-dimensional model of process capability. Process dimension: Processes are defined and classified into process categories. Capability dimension: A set of process attributes grouped into capability levels is defined. The process attributes
46、 provide the measurable characteristics of process capability. The ITES-BPO process reference model defined in ISO/IEC 30105-1 and the capability dimension defined in ISO/IEC 33020 cannot be used alone as the basis for conducting reliable and consistent assessments of process capability, since the l
47、evel of detail available is not sufficient. The process assessment model defined in this document has been derived from the measurement framework defined in ISO/IEC 30105- 3, adapted to be suitable for ITES-BPO service providers. 3.2 Structure of the ITES-BPO process assessment model 3.2.1 Relations
48、hip to process reference model The ITES-BPO process assessment model extends the process reference model provided in ISO/IEC 30105-1 with the definition of the ITES-BPO assessment indicators and their use. Assessment indicators are indicators of process performance and process capability. They are d
49、efined to objectively support an assessors objective judgment of the performance and capability of an implemented process. The ITES-BPO process descriptions meet the following requirements: a process is described in terms of its purpose and process outcomes; the set of process outcomes will be necessary and sufficient to achieve the purpose of the process; process descriptions shall not contain or imply aspects of the process quality characteristic
