1、BS ISO/IEC 30105-1:2016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 1: Process reference model (PRM)BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06BS ISO/IEC 30105-1:2016 BRITISH STANDARDNational forewor
2、dThis British Standard is the UK implementation of ISO/IEC 30105-1:2016.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 o
3、n 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 2016ISBN 978 0 580 83501
4、8 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 publicationDate T e x t a f f e c t e dBS ISO/IE
5、C 30105-1:2016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 1: Process reference model (PRM)Technologies de linformation Processus du cycle de vie de la dlocalisation du processus daffaires des services activs par IT Partie 1: Modle de rf
6、rence du processus (PRM)INTERNATIONAL STANDARDISO/IEC30105-1Reference numberISO/IEC 30105-1:2016(E)First edition2016-11-15 ISO/IEC 2016BS ISO/IEC 30105-1:2016ii ISO/IEC 2016 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO/IEC 2016, Published in SwitzerlandAll rights reserved. Unless otherwise sp
7、ecified, 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 ISO at the address below or
8、 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/IEC 30105-1:2016(E)BS ISO/IEC 30105-1:2016ISO/IEC 30105-1:2016(E)Foreword ivIntroduction v1 Scop
9、e . 12 Normative references 13 Terms and definitions . 14 Overview of process reference model 15 Process reference model 45.1 Strategic enablement processes . 45.2 Relationship processes 55.3 Solution processes . 65.4 Transition in processes 75.5 Service delivery processes . 115.6 Transition out pro
10、cess . 135.7 Tactical enablement processes. 135.8 Operational enablement processes 17Annex A (informative) Statement of conformity to ISO/IEC 33004 .22Bibliography .24 ISO/IEC 2016 All rights reserved iiiContents PageBS ISO/IEC 30105-1:2016ISO/IEC 30105-1:2016(E)ForewordISO (the International Organi
11、zation 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 Standards through technical committees established by the resp
12、ective 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 IEC, also take part in the work. In the field of informat
13、ion 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 particular the different approval criteria needed for the different
14、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 document may be the subject of patent rights. ISO and IEC shall n
15、ot 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.iso.org/patents).Any trade name used in this document is in
16、formation 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 conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical
17、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 parts in the ISO/IEC 30105- series can be found on the ISO website.
18、iv ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-1:2016ISO/IEC 30105-1:2016(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, im
19、proves 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, health care, banking and financial services, supply chain management, trav
20、el 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.ISO/IEC 30105 (all parts) specifies the lifecycle processes requirement
21、s 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-BPO service provider providing services to customers through contracts
22、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 providers performing outsourced business processes. It also serves as a
23、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 the nature of the services delivered. Process improvement implemented
24、 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 services.Figure 1 illustrates the key entities and relationships involved in
25、 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 entitiesThis document details the PRM. It contains process definitions across the lifec
26、ycle described in terms of process context, purpose and outcomes, together with a framework defining relationships between the processes. ISO/IEC 2016 All rights reserved vBS ISO/IEC 30105-1:2016ISO/IEC 30105-1:2016(E)The process purpose details the high level objective of performing the process suc
27、h that implementation of the process leads to tangible benefits for stakeholders. The process outcomes are clearly defined by observable results and aligned to the business benefits derived by the customer and service provider.vi ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-1:2016INTERNATIONAL S
28、TANDARD ISO/IEC 30105-1:2016(E)Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 1: Process reference model (PRM)1 ScopeISO/IEC 30105 specifies the lifecycle process requirements performed by the IT-enabled business process outsourcing servic
29、e 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 address IT processes but includes referen
30、ces to them at key touchpoints 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 reference model for organizations providing ITES-BPO services.2 Normative referencesThe following documents are refer
31、red 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 document (including any amendments) applies.ISO/IEC 33004:2015, Information
32、 technology Process assessment Requirements for process reference, process assessment and maturity models.3 Terms and definitionsFor the purposes of this document, the terms and definition given in ISO/IEC TR 20000-10, ISO/IEC 30105-4, and ISO/IEC 33001 apply.ISO and IEC maintain terminological data
33、bases 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/obp4 Overview of process reference modelISO/IEC 33004 requires that processes included in a process reference model sat
34、isfy the following. Annex A provides detailed requirements as per ISO/IEC 33004. ISO/IEC 2016 All rights reserved 1BS ISO/IEC 30105-1:2016ISO/IEC 30105-1:2016(E)A process description shall meet the following requirements:a) a process shall be described in terms of its purpose and outcomes;b) the set
35、 of process outcomes shall be necessary and sufficient to achieve the purpose of the process;c) process descriptions shall not contain or imply aspects of the process quality characteristic beyond the basic level of any relevant process measurement framework conformant with ISO/IEC 33003.Each proces
36、s in the PRM has the following descriptive elements.a) Name: the name of a process is a short noun phrase that summarizes the scope of the process, identifying the principal concern of the process, and distinguishes it from other processes within scope of the process reference model.b) Context: for
37、each process, a brief overview describes the intended context of the application of the process.c) Purpose: the purpose of the process is a high level and overall goal for performing the process.d) Outcomes: an outcome is an observable result of the successful achievement of the process purpose. Out
38、comes are measurable, tangible technical or business results that are achieved by a process. They are observable and assessable.Figure 2 lists the processes from this document that are included in the process dimension of the process assessment model for ITES-BPO. It includes all aspects of an ITES-
39、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.Figure 2 ITES-BPO lifecycle process categoriesThe ITES
40、-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.2 ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-1:2
41、016ISO/IEC 30105-1:2016(E) 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
42、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 managemen
43、t 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
44、processes. These are tactical in nature. Operational enablement processes: involve a set of processes that ensures dayto-day operations of service delivery are supported and are performed alongside the service delivery processes.Figure 3 shows process categories and processes in the ITES-BPO lifecyc
45、le.Figure 3 ITES-BPO lifecycle process categories and processes ISO/IEC 2016 All rights reserved 3BS ISO/IEC 30105-1:2016ISO/IEC 30105-1:2016(E)The ITES-BPO processes and the categories described in Figure 3 are not based on any particular service provider and it is not mandated to implement them.Th
46、e purpose of a process reference model is to define a set of processes that collectively can support the primary aims of a community of interest. A process reference model can provide the basis for one or more process assessment models. Process assessment models use the same process descriptions pro
47、vided in the process reference model. Figure 4 shows the relationship with the assessment process, measurement framework, and organization maturity model that enable process capability assessment and organization maturity determination.Figure 4 Interrelationship across the parts of ISO/IEC 301055 Pr
48、ocess reference model5.1 Strategic enablement processesThere are two processes under this category:a) SEN1: Strategic planning and direction setting;b) SEN2: Innovation management.4 ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-1:2016ISO/IEC 30105-1:2016(E)SEN1: Strategic planning and direction s
49、ettingName Strategic planning and direction settingContextThis process covers establishing business objectives and strategies for the service provid-er. This involves analysing the external environment and finalizing the strategic goals. It includes defining the market, developing the offerings, building the strategic assets and preparing the organization for service delivery in line with the business objectives of the service provider.PurposeThe purpose of the SEN1 process is to define and share b
