ISO/IEC 30105-5:2024

Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 5: Guidance

This document contains the guidance on supporting maturity improvement for service providers. It specifies the provision of assessment results that are repeatable, objective and comparable within similar contexts, and can be used for either process improvement or process capability gap determination. The framework for the conduct of assessments is designed to support the achievement of dependable assessment results. This document provides guidance on the usage of the core parts of the ISO/IEC 30105 series: ISO/IEC 30105-1, ISO/IEC 30105-2 and ISO/IEC 30105-3. This document also introduces the extended parts of the ISO/IEC 30105 series: ISO/IEC TS 30105-6, ISO/IEC TR 30105-7, ISO/IEC 30105-8 and ISO/IEC TS 30105-9.

Technologies de l'information — Processus du cycle de vie de la délocalisation du processus d'affaires des services activés par IT — Partie 5: Recommandations

General Information

• Status: Published
• Publication Date: 04-Jun-2024
• ICS: 35.020 - Information technology (IT) in general
• Technical Committee: ISO/IEC JTC 1/SC 40 - IT service management and IT governance
• Drafting Committee: ISO/IEC JTC 1/SC 40 - IT service management and IT governance
• Current Stage: 6060 - International Standard published
• Start Date: 05-Jun-2024
• Due Date: 24-Jun-2024
• Completion Date: 05-Jun-2024

Relations

• Revises: ISO/IEC 30105-5:2016 - Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 5: Guidelines
• Effective Date: 06-Jun-2022

Standards Content (Sample)

International
Standard
ISO/IEC 30105-5
Second edition
Information technology — IT
2024-06
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 5:
Guidance
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par IT —
Partie 5: Recommandations
Reference number
ISO/IEC 30105-5:2024(en) © ISO/IEC 2024

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ISO/IEC 30105-5:2024(en)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2024
All rights reserved. Unless otherwise specified, or required in the context of its implementation, 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 ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland

© ISO/IEC 2024 – All rights reserved
ii

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ISO/IEC 30105-5:2024(en)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions .1
3.2 Abbreviated terms .2
4 Overview . 3
4.1 General .3
4.2 Inter-relationship between parts of the ISO/IEC 30105 series .4
4.3 Readership for the ISO/IEC 30105 series .5
5 ITES-BPO service features . 6
6 Benefits of adopting the ISO/IEC 30105 series . 7
6.1 Key aspects addressed by the ISO/IEC 30105 series .7
6.2 Benefits of the adoption and implementation of the ISO/IEC 30105 series .7
6.3 Value to stakeholders .7
6.3.1 General .7
6.3.2 Direct stakeholders .8
6.3.3 Indirect stakeholders .
...

FINAL DRAFT
International
Standard
ISO/IEC
FDIS
30105-5
ISO/IEC JTC 1/SC 40
Information technology — IT
Secretariat: SA
Enabled Services-Business Process
Voting begins on:
Outsourcing (ITES-BPO) lifecycle
2024-03-05
processes —
Voting terminates on:
2024-04-30
Part 5:
Guidance
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
Reference number
ISO/IEC FDIS 30105­5:2024(en) © ISO/IEC 2024

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FINAL DRAFT
ISO/IEC FDIS 30105-5:2024(en)
International
Standard
ISO/IEC
FDIS
30105-5
ISO/IEC JTC 1/SC 40
Information technology — IT
Secretariat: SA
Enabled Services-Business Process
Voting begins on:
Outsourcing (ITES-BPO) lifecycle
processes —
Voting terminates on:
Part 5:
Guidance
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
COPYRIGHT PROTECTED DOCUMENT
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
© ISO/IEC 2024
IN ADDITION TO THEIR EVALUATION AS
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
or ISO’s member body in the country of the requester.
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland Reference number
ISO/IEC FDIS 30105­5:2024(en) © ISO/IEC 2024

© ISO/IEC 2024 – All rights reserved
ii

---------------------- Page: 2 ----------------------
ISO/IEC FDIS 30105-5:2024(en)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions .1
3.2 Abbreviated terms .2
4 Overview . 3
4.1 General .3
4.2 Inter-relationship between parts of the ISO/IEC 30105 series .4
4.3 Readership for the ISO/IEC 30105 series .5
5 ITES-BPO service features .
...

ISO/IEC FDIS 30105-5:2023(E)
ISO/IEC JTC 1/SC 40
Secretariat: SA
Date: 2023-12-142024-02-19
Information technology — IT Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle processes — —
Part 5:
Guidance
Technologies de l'information — Processus du cycle de vie de la délocalisation du processus
d'affaires des services activés par IT — Partie 5: Lignes directrices

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FDIS stage

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ISO/IEC FDIS 30105-5:2023(E2024(en)
© ISO 2023/IEC 2024
All rights reserved. Unless otherwise specified, or required in the context of its implementation, 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 ISO'sISO’s member body in the country of the requester.
ISO copyright office
Case postale 56 • CP 401 • Ch. de Blandonnet 8
CH-12111214 Vernier, Geneva 20
Tel.Phone: + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail: [e-mail]
Web www.iso.org
Website: www.iso.org
Published in Switzerland.
© ISO/IEC 2024 – All rights reserved

iii

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ISO/IEC FDIS 30105-5:2023(E2024(en)
Contents
Foreword . viii
Introduction . x
2 Scope . 1
3 Normative references . 1
4 Terms, definitions and abbreviated terms . 1
4.1 Terms and definitions 1
4.2 Abbreviated terms 2
5 Overview . 3
5.1 General 3
5.2 Inter-relationship between parts of the ISO/IEC 30105 series 4
5.3 Readership for the ISO/IEC 30105 series 6
6 ITES-BPO service features . 7
7 Benefits of adopting the ISO/IEC 30105 series . 7
7.1 Key aspects addressed by the ISO/IEC 30105 series 7
7.2 Benefits of the adoption and implementation of the ISO/IEC 30105 series 8
7.3 Value to stakeholders 8
7.3.1 General 8
7.3.2 Direct stakeholders 9
7.3.3 Indirect stakeholders 10
8 PRM . 11
8.1 General 11
8.2 Process categories and processes 11
9 PAM . 11
9.1 General 11
9.2 Assessment indicators 12
10 MF and OMM. 12
10.1 MF 12
10.2 OMM 13
11 Process capability assessment and organization maturity level determination . 17
11.1 Assessment initiation 17
11.2 Process assessment output 17
12 Process capability gap determination . 17
12.1 Overview 17
12.2 Process capability gap determination — Steps 20
12.2.1 Step 1 — Initiate process related capability gap determination 20
12.2.2 Step 2 — Determine relevant processes and the process context 20
12.2.3 Step 3 — Define target process profile 20
12.2.4 Step 4 — Define the target assessment inputs 21
12.2.5 Step 5 — Assess current process capability 21
12.2.6 Step 6 — Determine proposed process capability 21
iv © ISO/IEC 2023 – All rights reserved
© ISO/IEC 2024 – All rights reserved

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