1、BS ISO/IEC 30105-4:2016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 4: Terms and conceptsBSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06BS ISO/IEC 30105-4:2016 BRITISH STANDARDNational forewordThis Briti
2、sh 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 this comm
3、ittee 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 87930 2 ICS 35.08
4、0 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/IEC 30105-4:2
5、016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 4: Terms and conceptsTechnologies de linformation Processus du cycle de vie de la dlocalisation du processus daffaires des services activs par IT Partie 4: Termes et conceptsINTERNATIONAL S
6、TANDARDISO/IEC30105-4Reference numberISO/IEC 30105-4:2016(E)First edition2016-11-15 ISO/IEC 2016BS ISO/IEC 30105-4:2016ii ISO/IEC 2016 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO/IEC 2016, Published in SwitzerlandAll rights reserved. Unless otherwise specified, no part of this publication ma
7、y 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 body in the country of the
8、 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 30105-4:2016(E)BS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E)Foreword ivIntroduction v1 Scope . 12 Normative references 13 Terms an
9、d definitions . 14 Concepts 74.1 General . 74.2 ITES-BPO lifecycle process categories 84.3 The assessment framework 124.3.1 ISO/IEC 30105-1 Process reference model 124.3.2 ISO/IEC 30105-2 Process assessment model .144.3.3 ISO/IEC 30105-3 Measurement framework and organization maturity model .194.3.4
10、 ISO/IEC 30105-4 Terms and concepts .214.3.5 ISO/IEC 30105-5 Guidelines . 225 Interrelationship between International Standards .226 Glossary of acronyms 23Bibliography .24 ISO/IEC 2016 All rights reserved iiiContents PageBS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E)ForewordISO (the International O
11、rganization 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
12、 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 IEC, also take part in the work. In the field of inf
13、ormation 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 diffe
14、rent 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 sh
15、all 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.iso.org/patents).Any trade name used in this document
16、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 conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Techn
17、ical 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 all parts in the ISO/IEC 30105 series can be found on the ISO
18、website.iv ISO/IEC 2016 All rights reservedBS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(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, deli
19、vers, 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, health care, banking and financial services, supply chain manageme
20、nt, 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.ISO/IEC 30105 (all parts) specifies the lifecycle process requi
21、rements 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 cont
22、racts 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
23、 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 the nature of the services delivered. Process improvement imple
24、mented 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 invol
25、ved 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 entitiesThis document details the terms and concepts of the ISO/IEC 30105 seri
26、es. 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/IEC 2016 All rights reserved vBS ISO/IEC 30105-4:2016BS ISO/IEC 30
27、105-4:2016Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 4: Terms and concepts1 ScopeISO/IEC 30105 specifies the lifecycle process requirements performed by the IT enabled business process outsourcing service provider for the outsourced bu
28、siness 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
29、; 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 referencesThere are no normative references in this document.3 Terms and definitionsFor the purposes of this document, the
30、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.electropedia.org/ ISO Online browsing platform: available at http:/www.iso.org/obp3.1asse
31、ssed capabilitiesoutput of one or more relevant process assessments conducted in accordance with the provisions of ISO/IEC 301053.2assessment indicatorsources of objective evidence used to support the assessors judgement in rating process attributesNote 1 to entry: Examples include work products, pr
32、actice or resource.SOURCE: ISO/IEC 33001:2015, 3.3.1, modifiedINTERNATIONAL STANDARD ISO/IEC 30105-4:2016(E) ISO/IEC 2016 All rights reserved 1BS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E)3.3assessment inputinformation required before a process assessment can commenceSOURCE: ISO/IEC 33001:2015, 3.2
33、.3, modified3.4assessment outputtangible results from an assessmentNote 1 to entry: See assessment record (3.5).SOURCE: ISO/IEC 33001:2015, 3.2.4, modified3.5assessment recordorderly documented collection of that information which is pertinent to the assessment and contributes to the understanding a
34、nd verification of the process profiles generated by the assessmentSOURCE: ISO/IEC 33001:2015, 3.2.7, modified3.6base practiceactivity that, when consistently performed, contributes to achieving a specific process purposeSOURCE: ISO/IEC 33001:2015, 3.3.23.7basic process setset of processes that ensu
35、re the achievement of maturity level 1Note 1 to entry: A basic process set will include a minimum set of processes, together with additional and optional processes determined by the organization context for the assessment.SOURCE: ISO/IEC 33001:2015, 3.3.4, modified3.8business continuitycapability of
36、 the organization to continue delivery of products or services at acceptable pre-defined levels following disruptive incidentsSOURCE: ISO 22301:2012, 3.3, modified3.9business processcollection of related, structured activities that produce a specific service or product for a particular customer3.10c
37、apability dimensionset of elements in a process assessment model explicitly related to the measurement framework for process capability3.11contract managementmanaging contract creation and changes, with mutually agreed terms and conditions under which the contracting parties perform their obligation
38、s, 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)3.12correctionaction to eliminate a detected nonconformitySOURCE: ISO 9000:2015, 3.12.3, modified3.13corrective actionaction to el
39、iminate the cause of a detected non-conformity or other undesirable situationSOURCE: ISO 9000:2015, 3.12.2, modified3.14defined processimplemented process that is managed and tailored from the organizations set of standard processes according to the organizations tailoring guidelinesNote 1 to entry:
40、 A defined process has a maintained process description, inputs/outputs, measures, and other process improvement information, which contribute to the organizations process assets. For example, a projects defined process provides a basis for planning, performing, and improving the projects tasks and
41、activities of the project.SOURCE: ISO/IEC 33001:2015, 3.1.2, modified3.15extended process setset of processes specific to a maturity level higher than maturity level 1 that ensures the achievement of the relevant process attributesNote 1 to entry: An extended process set will include the minimum set
42、 of processes, together with additional and optional processes determined by the organization context for the assessment.SOURCE: ISO/IEC 33001:2015, 3.3.5, modified3.16generic practiceactivity that, when consistently performed, contributes to the achievement of a specific process attributeSOURCE: IS
43、O/IEC 33001:2015, 3.3.6, modified3.17generic resourceresources such as human, financial, technical, that are used when performing a process3.18infrastructurehardware, software and working environment and controls to support business process outsourcing3.19innovationsearch for and the discovery, expe
44、rimentation, development, implementation and adoption of new products or servicesSOURCE: ISO 37500:2014, 3.6, modified3.20knowledge transferKTstructured 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/IE
45、C 2016 All rights reserved 3BS ISO/IEC 30105-4:2016ISO/IEC 30105-4:2016(E)3.21maturity modelmodel, derived from one or more specified process assessment model(s), that identifies the process sets associated with the levels in a specified scale of organizational process maturitySOURCE: ISO/IEC 33001:
46、2015, 3.3.7, modified3.22objective evidencedata supporting the existence or veracity of somethingNote 1 to entry: Objective evidence can be obtained through observation, measurement, test or other means.SOURCE: ISO 9000:2015, 3.8.3, modified3.23organizationgroup of people and facilities with an arra
47、ngement of responsibilities, authorities and relationshipsSOURCE: ISO 9000:2015, 3.2.1, modified3.24organizational process maturityextent to which an organizational unit consistently implements processes within a defined scope that contributes to the achievement of its business needs (current or pro
48、jected)Note 1 to entry: The defined scope is that of the specified maturity model.SOURCE: ISO/IEC 33001:2015, 3.4.2, modified3.25organizational unitidentified part of an organization that deploys one or more processes that operate within a coherent set of business goals, and which forms the basis fo
49、r the scope of an assessmentNote 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.3.26outsourcingbusiness model for the delivery of a product or services to an organization by a third party providerNote 1 to entry: Outsourcing is an alternative to the provision of those products or services within the customer organization, where the outsourcing process is based
