ISO/IEC 30105-3:2016
(Main)Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 3: Measurement framework (MF) and organization maturity model (OMM)
Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 3: Measurement framework (MF) and organization maturity model (OMM)
ISO/IEC 30105-3:2016 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; - serves as a measurement framework for processes and provide an organization maturity model for organizations providing ITES-BPO services that: - conforms to the requirements of ISO/IEC 33003 and ISO/IEC 33004; - supports the performance assessment by providing a framework to measure and derive capability and organization maturity levels.
Technologies de l'information — Processus du cycle de vie de la délocalisation du processus d'affaires des services activés par IT — Partie 3: Modèle de maturité de l'organisation (OMM) et cadre de mesure (MF)
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INTERNATIONAL ISO/IEC
STANDARD 30105-3
First edition
2016-11-15
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 3:
Measurement framework (MF) and
organization maturity model (OMM)
Technologies de l’information — Processus du cycle de vie de la
délocalisation du processus d’affaires des services activés par IT —
Partie 3: Modèle de maturité de l’organisation (OMM) et cadre de
mesure (MF)
Reference number
ISO/IEC 30105-3:2016(E)
©
ISO/IEC 2016
---------------------- Page: 1 ----------------------
ISO/IEC 30105-3:2016(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.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO/IEC 2016 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC 30105-3:2016(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Overview of measurement framework (MF) and organization maturity model (OMM) .2
5 ITES-BPO measurement framework (MF) for process capability .4
6 Rating and aggregating process attributes . 6
6.1 Process attributes rating scale . 6
6.2 Process attribute ratings method . 7
7 Process capability level model — Achievement of process capability levels .7
8 Organization maturity model (OMM) . 8
8.1 General . 8
8.2 Structure of the ITES-BPO organization maturity model (OMM) . 9
9 Definition of organization maturity levels .10
9.1 Level 0 organization — Immature .10
9.2 Level 1 organization — Basic .10
9.3 Level 2 organization — Managed activities .10
9.4 Level 3 organization — Managed organization .10
9.5 Level 4 organization — Strategic alignment .11
9.6 Level 5 organization — Transformational .
...
INTERNATIONAL ISO/IEC
STANDARD 30105-3
First edition
2016-11-15
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 3:
Measurement framework (MF) and
organization maturity model (OMM)
Technologies de l’information — Processus du cycle de vie de la
délocalisation du processus d’affaires des services activés par IT —
Partie 3: Modèle de maturité de l’organisation (OMM) et cadre de
mesure (MF)
Reference number
ISO/IEC 30105-3:2016(E)
©
ISO/IEC 2016
---------------------- Page: 1 ----------------------
ISO/IEC 30105-3:2016(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.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO/IEC 2016 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC 30105-3:2016(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Overview of measurement framework (MF) and organization maturity model (OMM) .2
5 ITES-BPO measurement framework (MF) for process capability .4
6 Rating and aggregating process attributes . 6
6.1 Process attributes rating scale . 6
6.2 Process attribute ratings method . 7
7 Process capability level model — Achievement of process capability levels .7
8 Organization maturity model (OMM) . 8
8.1 General . 8
8.2 Structure of the ITES-BPO organization maturity model (OMM) . 9
9 Definition of organization maturity levels .10
9.1 Level 0 organization — Immature .10
9.2 Level 1 organization — Basic .10
9.3 Level 2 organization — Managed activities .10
9.4 Level 3 organization — Managed organization .10
9.5 Level 4 organization — Strategic alignment .11
9.6 Level 5 organization — Transformational .
...
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