ISO/IEC 30105-2:2016
(Main)Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 2: Process assessment model (PAM)
Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 2: Process assessment model (PAM)
ISO/IEC 30105-2:2016 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 process assessment model for organizations providing ITES-BPO services that: - conforms to the requirements of ISO/IEC 33004; - supports the performance assessment by providing indicators for the interpretation of the process purposes and outcomes, as defined in ISO/IEC 24774, and the process attributes, as defined in ISO/IEC 33020. A process assessment model consists of a set of indicators for process performance and process capability. The indicators are used as a basis for collecting the objective evidence that enables an assessor to determine ratings. The set of indicators included in this document is not intended to be an all-inclusive set nor is it intended to be applicable in its entirety. Supersets and subsets that are appropriate to the context and scope of the assessment should be selected. The process assessment model in this document is directed at assessment sponsors and competent assessors who wish to select a model, and associated documented assessment process, for the ITES-BPO lifecycle processes, for risk determination or process improvement.
Technologies de l'information — Processus du cycle de vie de la délocalisation du processus d'affaires des services activés par IT — Partie 2: Modèle d'évaluation du processus (PAM)
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INTERNATIONAL ISO/IEC
STANDARD 30105-2
First edition
2016-11-15
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 2:
Process assessment model (PAM)
Technologies de l’information — Processus du cycle de vie de la
délocalisation du processus d’affaires des services activés par IT —
Partie 2: Modèle d’évaluation du processus (PAM)
Reference number
ISO/IEC 30105-2:2016(E)
©
ISO/IEC 2016
---------------------- Page: 1 ----------------------
ISO/IEC 30105-2:2016(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 30105-2:2016(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
3.1 General . 2
3.2 Structure of the ITES-BPO process assessment model . 2
3.2.1 Relationship to process reference model . 2
3.2.2 Process categories and processes . 2
3.2.3 Process dimension . 4
3.2.4 Capability dimension . 4
3.3 Assessment indicators . 6
3.3.1 Overview . 6
3.3.2 Process capability indicators (PCI) . 7
3.3.3 Process performance indicators (PPI) . 9
3.4 Measuring process capability . 9
4 Processes and process performance indicators (level 1) .11
4.1 General .11
4.2 Base practices (BPs) and work products (WPs) for ITES-BPO lifecycle processes .11
4.2.1 Strategic enablement processes .11
4.2.2 Relationship pro
...
INTERNATIONAL ISO/IEC
STANDARD 30105-2
First edition
2016-11-15
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 2:
Process assessment model (PAM)
Technologies de l’information — Processus du cycle de vie de la
délocalisation du processus d’affaires des services activés par IT —
Partie 2: Modèle d’évaluation du processus (PAM)
Reference number
ISO/IEC 30105-2:2016(E)
©
ISO/IEC 2016
---------------------- Page: 1 ----------------------
ISO/IEC 30105-2:2016(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 30105-2:2016(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
3.1 General . 2
3.2 Structure of the ITES-BPO process assessment model . 2
3.2.1 Relationship to process reference model . 2
3.2.2 Process categories and processes . 2
3.2.3 Process dimension . 4
3.2.4 Capability dimension . 4
3.3 Assessment indicators . 6
3.3.1 Overview . 6
3.3.2 Process capability indicators (PCI) . 7
3.3.3 Process performance indicators (PPI) . 9
3.4 Measuring process capability . 9
4 Processes and process performance indicators (level 1) .11
4.1 General .11
4.2 Base practices (BPs) and work products (WPs) for ITES-BPO lifecycle processes .11
4.2.1 Strategic enablement processes .11
4.2.2 Relationship pro
...
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