1、BS ISO/IEC 30105-4:2016 Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 4: Terms and concepts BSI Standards Publication WB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06BS ISO/IEC 30105-4:2016 BRITISH STANDARD National foreword This
2、British Standard is the UK implementation of ISO/IEC 30105-4:2016. 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 represented on th
3、is 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 0 580 87930 2
4、 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 t e dBS ISO/
5、IEC 30105-4:2016 Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 4: Terms and concepts Technologies de linformation Processus du cycle de vie de la dlocalisation du processus daffaires des services activs par IT Partie 4: Termes et concepts
6、 INTERNATIONAL STANDARD ISO/IEC 30105-4 Reference number ISO/IEC 30105-4:2016(E) First edition 2016-11-15 ISO/IEC 2016 BS ISO/IEC 30105-4:2016ii ISO/IEC 2016 All rights reserved COPYRIGHT PROTECTED DOCUMENT ISO/IEC 2016, Published in Switzerland All rights reserved. Unless otherwise specified, no pa
7、rt 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 ISO at the address below or ISOs member b
8、ody 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 30105-4:2016(E)BS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E)Foreword iv Introduction v 1 Scope .
9、1 2 Normative references 1 3 T erms and definitions . 1 4 Concepts 7 4.1 General . 7 4.2 ITES-BPO lifecycle process categories 8 4.3 The assessment framework 12 4.3.1 ISO/IEC 30105-1 Process reference model 12 4.3.2 ISO/IEC 30105-2 Process assessment model .14 4.3.3 ISO/IEC 30105-3 Measurement frame
10、work and organization maturity model . 19 4.3.4 ISO/IEC 30105-4 Terms and concepts .21 4.3.5 ISO/IEC 30105-5 Guidelines .22 5 Interrelationship between International Standards .22 6 Glossary of acronyms 23 Bibliography .24 ISO/IEC 2016 All rights reserved iii Contents PageBS ISO/IEC 30105-4:2016ISO/
11、IEC 30105-4:2016(E) Foreword ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Stan
12、dards through technical committees established by the respective organization to deal with particular 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
13、 IEC, also take part in the work. In the field of information technology, ISO and IEC have established 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 particula
14、r the different approval criteria needed for the different types of document should be noted. This document 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 docum
15、ent may be the subject of patent rights. ISO and IEC shall not be held responsible for identifying any 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
16、.iso.org/patents). Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement. For an explanation on the meaning of ISO specific terms and expressions related to conformit y assessment, as well as information about ISOs adherence to
17、the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: www.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 al
18、l parts in the ISO/IEC 30105 series can be found on the ISO website.iv ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E) Introduction ITES-BPO services encompass the delegation of one or more IT enabled business processes to a service provider who uses appropriate techno
19、logy to deliver service. Such a service provider manages, delivers, improves and administers the outsourced business processes in accordance with predefined and measurable performance metrics. This covers diverse business process areas such as finance, human resource management, administration, heal
20、th care, banking and financial services, supply chain management, travel and hospitality, media, market research, analytics, telecommunication, manufacturing, etc. These services provide business solutions to customers across the globe and form part of the core service delivery chain for customers.
21、ISO/IEC 30105 (all parts) specifies the lifecycle process requirements involved in the ITES-BPO industry. It provides 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- B
22、PO service provider providing services to customers through contracts and in industry verticals. It covers the entire 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 pr
23、oviders performing outsourced business processes. It also serves as a process reference model for service providers. 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
24、 the nature of the services delivered. Process improvement implemented using ISO/IEC 30105 (all parts) can lead to clear 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 servic
25、es. Figure 1 illustrates the key entities and relationships involved in an ITES-BPO service. It includes the customer, 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. Figure 1 ITES-BPO key entities Thi
26、s document details the terms and concepts of the ISO/IEC 30105 series. It contains definitions for the terms used in ISO/IEC 30105 (all parts) and explains the concepts. It also details the lifecycle of ITES-BPO and the relationship between ISO/IEC 30105 (all parts) and other relevant standards. ISO
27、/IEC 2016 All rights reserved vBS ISO/IEC 30105-4:2016BS ISO/IEC 30105-4:2016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 4: Terms and concepts 1 Scope ISO/IEC 30105 specifies the lifecycle process requirements performed by the IT enable
28、d 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 cove
29、r 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; defines terms and concepts used in ISO/IEC 30105. 2 Normative references There are no normative references in this
30、document. 3 T erms a nd definiti ons For the purposes of this document, the terms and definitions given in ISO/IEC 33001 and the following apply. ISO and IEC maintain terminological databases for use in standardization at the following addresses: IEC Electropedia: available at http:/ /www.electroped
31、ia.org/ ISO Online browsing platform: available at http:/ /www.iso.org/obp 3.1 assessed capabilities output of one or more relevant process assessments conducted in accordance with the provisions of ISO/IEC 30105 3.2 assessment indicator sources of objective evidence used to support the assessors ju
32、dgement in rating process attributes Note 1 to entry: Examples include work products, practice or resource. SOURCE: ISO/IEC 33001:2015, 3.3.1, modified INTERNATIONAL ST ANDARD ISO/IEC 30105-4:2016(E) ISO/IEC 2016 All rights reserved 1BS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E) 3.3 assessment inpu
33、t information required before a process assessment can commence SOURCE: ISO/IEC 33001:2015, 3.2.3, modified 3.4 assessment output tangible results from an assessment Note 1 to entry: See assessment record (3.5). SOURCE: ISO/IEC 33001:2015, 3.2.4, modified 3.5 assessment record orderly documented col
34、lection of that information which is pertinent to the assessment and contributes to the understanding and verification of the process profiles generated by the assessment SOURCE: ISO/IEC 33001:2015, 3.2.7, modified 3.6 base practice activity that, when consistently performed, contributes to achievin
35、g a specific process purpose SOURCE: ISO/IEC 33001:2015, 3.3.2 3.7 basic process set set of processes that ensure the achievement of maturity level 1 Note 1 to entry: A basic process set will include a minimum set of processes, together with additional and optional processes determined by the organi
36、zation context for the assessment. SOURCE: ISO/IEC 33001:2015, 3.3.4, modified 3.8 business continuity capability of the organization to continue delivery of products or services at acceptable pre-defined levels following disruptive incidents SOURCE: ISO 22301:2012, 3.3, modified 3.9 business proces
37、s collection of related, structured activities that produce a specific service or product for a particular customer 3.10 capability dimension set of elements in a process assessment model explicitly related to the measurement framework for process capability 3.11 contract management managing contrac
38、t creation and changes, with mutually agreed terms and conditions under which the contracting parties perform their obligations, contract execution and governance to maximize operational performance and minimize risk2 ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E) 3.1
39、2 correction action to eliminate a detected nonconformity SOURCE: ISO 9000:2015, 3.12.3, modified 3.13 corrective action action to eliminate the cause of a detected non-conformity or other undesirable situation SOURCE: ISO 9000:2015, 3.12.2, modified 3.14 de f i ne d pr o c e s s implemented process
40、 that is managed and tailored from the organizations set of standard processes according to the organizations tailoring guidelines Note 1 to entry: A defined process has a maintained process description, inputs/outputs, measures, and other process improvement information, which contribute to the org
41、anizations process assets. For example, a projects defined process provides a basis for planning, performing, and improving the projects tasks and activities of the project. SOURCE: ISO/IEC 33001:2015, 3.1.2, modified 3.15 extended process set set of processes specific to a maturity level higher tha
42、n maturity level 1 that ensures the achievement of the relevant process attributes Note 1 to entry: An extended process set will include the minimum set of processes, together with additional and optional processes determined by the organization context for the assessment. SOURCE: ISO/IEC 33001:2015
43、, 3.3.5, modified 3.16 generic practice activity that, when consistently performed, contributes to the achievement of a specific process attribute SOURCE: ISO/IEC 33001:2015, 3.3.6, modified 3.17 generic resource resources such as human, financial, technical, that are used when performing a process
44、3.18 infrastructure hardware, software and working environment and controls to support business process outsourcing 3.19 innovation search for and the discovery, experimentation, development, implementation and adoption of new products or services SOURCE: ISO 37500:2014, 3.6, modified 3.20 knowledge
45、 transfer KT structured approach for imparting a pre-existing or acquired learning, to a team or a person, to help them attain required levels of knowledge or skill ISO/IEC 2016 All rights reserved 3BS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E) 3.21 maturity model model, derived from one or more sp
46、ecified process assessment model(s), that identifies the process sets associated with the levels in a specified scale of organizational process maturity SOURCE: ISO/IEC 33001:2015, 3.3.7, modified 3.22 objective evidence data supporting the existence or veracity of something Note 1 to entry: Objecti
47、ve evidence can be obtained through observation, measurement, test or other means. SOURCE: ISO 9000:2015, 3.8.3, modified 3.23 organization group of people and facilities with an arrangement of responsibilities, authorities and relationships SOURCE: ISO 9000:2015, 3.2.1, modified 3.24 organizational
48、 process maturity extent to which an organizational unit consistently implements processes within a defined scope that contributes to the achievement of its business needs (current or projected) Note 1 to entry: The defined scope is that of the specified maturity model. SOURCE: ISO/IEC 33001:2015, 3
49、.4.2, modified 3.25 organizational 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 Note 1 to entry: An organizations unit is typically part of a larger organization, although in a small organization, the organizations unit may be the whole organization. 3.26 outsourcing business mode
