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

ISO/IEC 30105-5:2016 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: - covers IT enabled business processes that are outsourced; - is not intended to cover IT services but includes similar, relevant process for completeness; - is applicable to the service provider, not to the customer; - is applicable to all lifecycle processes of ITES-BPO; - provides guidance on application of the process assessment model, how to strategically leverage the assessment and to use it in the context of an improvement programme or risk assessment for an ITES-BPO service provider organization.

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

General Information

Status
Withdrawn
Publication Date
15-Nov-2016
Current Stage
9599 - Withdrawal of International Standard
Completion Date
05-Jun-2024
Ref Project

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ISO/IEC 30105-5:2016 - Information technology -- IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes
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Standards Content (Sample)

INTERNATIONAL ISO/IEC
STANDARD 30105-5
First edition
2016-11-15
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 5:
Guidelines
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
Reference number
ISO/IEC 30105-5:2016(E)
©
ISO/IEC 2016

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ISO/IEC 30105-5:2016(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2016, Published in Switzerland
All rights reserved. Unless otherwise specified, 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.
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copyright@iso.org
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ii © ISO/IEC 2016 – All rights reserved

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ISO/IEC 30105-5:2016(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Purpose . 2
5 ITES-BPO process context . 3
6 ITES-BPO process structure . 4
7 Stakeholders and stakeholder value definition . 8
8 Process reference model .10
9 Process assessment model .11
10 Framework for assessment of process capability .15
10.1 Components of assessment .15
10.2 Measurement framework .17
11 Organization maturity model .19
12 Process capability assessment .22
12.1 Process capability initiation .22
12.2 Process assessment output .22
13 Process risk determination .
...

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