ISO/IEC 30105-1:2024
(Main)Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 1: Process reference model (PRM)
Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 1: Process reference model (PRM)
The ISO/IEC 30105 series specifies the lifecycle process requirements performed by the IT enabled 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 specifies the process reference model (PRM). It contains process definitions across the lifecycle described in terms of process context, purpose and outcomes, together with a framework defining relationships between the processes. The process purpose details the high-level objective of performing the process such 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. This document: — covers IT enabled business processes that are outsourced; — is not intended to address IT processes, but includes references 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 PRM for organizations providing ITES-BPO services.
Technologies de l'information — Processus du cycle de vie de la délocalisation du processus d'affaires des services activés par IT — Partie 1: Modèle de référence du processus (PRM)
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International
Standard
ISO/IEC 30105-1
Second edition
Information technology — IT
2024-06
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 1:
Process reference model (PRM)
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par IT —
Partie 1: Modèle de référence du processus (PRM)
Reference number
ISO/IEC 30105-1:2024(en) © ISO/IEC 2024
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ISO/IEC 30105-1:2024(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: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
© ISO/IEC 2024 – All rights reserved
ii
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ISO/IEC 30105-1:2024(en)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions .2
3.2 Abbreviated terms .4
4 Overview of process reference model (PRM) . 5
4.1 Requirements for a PRM .5
4.2 Descriptive elements of the PRM .5
4.3 Process reference model categories .6
5 Process reference model description . 8
5.1 Strategic enablement processes .8
5.2 Relationship processes .9
5.3 Solution processes .10
5.4 Transition in processes .11
5.5 Service delivery processes . 15
5.6 Transition out process .
...
FINAL DRAFT
International
Standard
ISO/IEC
FDIS
30105-1
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 1:
Process reference model (PRM)
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par
IT —
Partie 1: Modèle de référence du processus (PRM)
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 301051:2024(en) © ISO/IEC 2024
---------------------- Page: 1 ----------------------
FINAL DRAFT
ISO/IEC FDIS 30105-1:2024(en)
International
Standard
ISO/IEC
FDIS
30105-1
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 1:
Process reference model (PRM)
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par
IT —
Partie 1: Modèle de référence du processus (PRM)
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: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland Reference number
ISO/IEC FDIS 301051:2024(en) © ISO/IEC 2024
© ISO/IEC 2024 – All rights reserved
ii
---------------------- Page: 2 ----------------------
ISO/IEC FDIS 30105-1:2024(en)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions .2
3.2 Abbreviated terms .4
4 Overview of process reference model (PRM) . 5
4.1 Requirements for a PRM .5
4.2 Descriptive elements of the PRM .
...
ISO/ IEC JTC 1/SC 40
ISO/IEC FDIS 30105-1 : 2023(E)
ISO/IEC JTC 1/SC 40
Secretariat: SA
Date:2023-12-12 2024-02-19
ISO/IEC JTC 1/SC 40
Information technology — IT Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle processes — Part 1: Process
reference model (PRM)
Part 1:
Process reference model (PRM)
Technologies de l'information — Processus du cycle de vie de la délocalisation du processus d'affaires des
services activés par IT — —
Partie 1 : Modèle de référence du processus (PRM)
FDIS stage
---------------------- Page: 1 ----------------------
ISO/IEC FDIS 30105-1:2023(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’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
EmailE-mail: copyright@iso.org
Website: www.iso.orgwww.iso.org
Published in Switzerland
ii © ISO/IEC 2023 – All rights reserved
© ISO/IEC 2024 – All rights reserved
ii
---------------------- Page: 2 ----------------------
ISO/IEC FDIS 30105-1:2023(E2024(en)
Contents Page
Foreword . v
Introduction . vii
1 Scope . 1
2 Normative references . 2
3 Terms, definitions and abbreviated terms . 2
3.1 Terms and definitions . 2
3.2 Abbreviated terms . 5
4 Overview of process reference model (PRM) . 6
4.1 Requirements for a PRM . 6
4.2 Descriptive elements of the PRM . 6
4.3 Process reference model categories . 7
5 Process reference model description . 11
5.1 Strategic enablement processes . 11
5.2 Relationship processes . 12
5.3 Solution processes . 14
5.4 Transition in processes . 15
5.5 Service delivery processes . 22
5.6 Transition out process . 25
5.7 Tactical enablement processes .
...
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