ISO/IEC 30105-2:2024
(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)
This document specifies the process assessment model (PAM). It contains process definitions of the ITES-BPO lifecycle defined in ISO/IEC 30105-1 and a model suitable for assessing process capability. The outcomes in the PAM are clearly defined, observable results, aligned to the business benefits derived by the customer and service provider. A PAM 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 are selected according to the context and the scope of the assessment. The PAM in this document is directed at assessment sponsors and competent assessors who wish to select a model and an associated documented assessment process for the ITES-BPO lifecycle processes, for process capability gap determination.
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)
General Information
Relations
Buy Standard
Standards Content (Sample)
International
Standard
ISO/IEC 30105-2
Second edition
Information technology — IT
2024-06
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 30105-2:2024(en) © ISO/IEC 2024
---------------------- Page: 1 ----------------------
ISO/IEC 30105-2:2024(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
---------------------- Page: 2 ----------------------
ISO/IEC 30105-2:2024(en)
Contents Page
Foreword .iv
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions .1
3.2 Abbreviated terms .3
4 Overview of the process assessment model (PAM). 4
4.1 General .4
4.2 Structure of the ITES-BPO PAM.5
4.2.1 Process dimension .5
4.2.2 Capability dimension .5
4.3 Assessment indicators .5
4.3.1 Overview .5
4.3.2 PCIs .7
4.3.3 PPIs .7
4.3.4 Measuring process capability .8
5 Processes and PPIs (level 1) .
...
FINAL DRAFT
International
Standard
ISO/IEC
FDIS
30105-2
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 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)
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 301052:2024(en) © ISO/IEC 2024
---------------------- Page: 1 ----------------------
FINAL DRAFT
ISO/IEC FDIS 30105-2:2024(en)
International
Standard
ISO/IEC
FDIS
30105-2
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 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)
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 301052:2024(en) © ISO/IEC 2024
© ISO/IEC 2024 – All rights reserved
ii
---------------------- Page: 2 ----------------------
ISO/IEC FDIS 30105-2:2024(en)
Contents Page
Foreword .iv
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions .2
3.2 Abbreviated terms .3
4 Overview of the process assessment model (PAM). 4
4.1 General .4
4.2 Structure of the ITES-BPO PAM.
...
Date: 2023-12-14
ISO/IEC FDIS 30105--2:2023(E)
ISO/IEC JTC 1/SC 40
Secretariat: SA
Date: 2024-02-19
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)
FDIS stage
---------------------- Page: 1 ----------------------
ISO/IEC FDIS 30105-2:2023(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'sISO’s member body in the country of the requester.
ISO Copyright Officecopyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: + 41 22 749 01 11
Email: copyright@iso.org
E-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 30105-2:2023(E2024(en)
Contents
Foreword . vii
Introduction . ix
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions . 2
3.2 Abbreviated terms . 3
4 Overview of the process assessment model (PAM) . 4
4.1 General . 4
4.2 Structure of the ITES-BPO PAM . 6
4.2.1 Process dimension . 6
4.2.2 Capability dimension . 7
4.3 Assessment indicators . 7
4.3.1 Overview . 7
4.3.2 PCIs . 9
4.3.3 PPIs . 9
4.3.4 Measuring process capability . 10
5 Processes and PPIs (level 1) . 12
5.1 General .
...
Questions, Comments and Discussion
Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.