ISO/IEC TR 30105-7:2019
(Main)Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 7: Exemplar for maturity assessment
Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 7: Exemplar for maturity assessment
This document presents an exemplar for maturity assessment, following the framework for assessment of process capability levels and measurement of an organization's maturity level for an ITES-BPO service provider. This document: — uses the set of indicators for process performance and process capability; — helps to collect the objective evidence that enables an assessor to determine the process ratings; — helps to assess the result of the process capability level; — serves as a measurement framework for processes and provides an organization maturity model for ITES-BPO organizations delivering the services; — is useful for all users of the ISO/IEC 30105 series, including but not limited to internal assessors, external assessors, ITES-BPO service providers and ITES-BPO service customers; — supports the performance assessment by providing a framework to measure and derive capability and organization maturity levels.
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TECHNICAL ISO/IEC TR
REPORT 30105-7
First edition
2019-10
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 7:
Exemplar for maturity assessment
Reference number
ISO/IEC TR 30105-7:2019(E)
©
ISO/IEC 2019
---------------------- Page: 1 ----------------------
ISO/IEC TR 30105-7:2019(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2019
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: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO/IEC 2019 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC TR 30105-7:2019(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Interrelationship across the parts of the ISO/IEC 30105 series . 1
5 Undertaking an assessment using the exemplar . 2
5.1 Prepare for the assessment . 2
5.1.1 Identify the processes in scope . 2
5.1.2 Prepare required evidence . 2
5.2 Set up the assessment activity . 3
5.2.1 Set up the assessment activity at audit entity level . 3
5.2.2 Consolidate the selected entity information along with process area .14
5.2.3 Final outcome determination for organization maturity level .16
5.2.4 Compare the rating results under the defined matrix in ISO/IEC 30105-3.17
5.3 Implement improvement to the defined maturity level .21
5.4 Re-assessment on a regular basis .21
Bibliography .22
© ISO/IEC 2019 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO/IEC TR 30105-7:2019(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with
...
TECHNICAL ISO/IEC TR
REPORT 30105-7
First edition
2019-10
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 7:
Exemplar for maturity assessment
Reference number
ISO/IEC TR 30105-7:2019(E)
©
ISO/IEC 2019
---------------------- Page: 1 ----------------------
ISO/IEC TR 30105-7:2019(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2019
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: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO/IEC 2019 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC TR 30105-7:2019(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Interrelationship across the parts of the ISO/IEC 30105 series . 1
5 Undertaking an assessment using the exemplar . 2
5.1 Prepare for the assessment . 2
5.1.1 Identify the processes in scope . 2
5.1.2 Prepare required evidence . 2
5.2 Set up the assessment activity . 3
5.2.1 Set up the assessment activity at audit entity level . 3
5.2.2 Consolidate the selected entity information along with process area .14
5.2.3 Final outcome determination for organization maturity level .16
5.2.4 Compare the rating results under the defined matrix in ISO/IEC 30105-3.17
5.3 Implement improvement to the defined maturity level .21
5.4 Re-assessment on a regular basis .21
Bibliography .22
© ISO/IEC 2019 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO/IEC TR 30105-7:2019(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with
...
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