ISO/IEC 30105-4:2022

INTERNATIONAL ISO/IEC
STANDARD 30105-4
Second edition
2022-11
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 4:
Key concepts
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par IT —
Partie 4: Concepts clés
Reference number
ISO/IEC 30105-4:2022(E)
© ISO/IEC 2022

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ISO/IEC 30105-4:2022(E)
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ISO/IEC 30105-4:2022(E)
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 . 1
3.2 Abbreviated terms . 5
4 Concepts . 6
4.1 General . 6
4.2 ITES-BPO lifecycle process categories . 6
4.3 The assessment framework . 11
4.3.1 ISO/IEC 30105-1 — Process reference model (PRM) . 11
4.3.2 ISO/IEC 30105-2 — Process assessment model (PAM) .13
4.3.3 ISO/IEC 30105-3 — Measurement framework (MF) and organization
maturity model (OMM) . 17
4.3.4 ISO/IEC 30105-4 — Key concepts . 19
4.3.5 ISO/IEC 30105-5 — Guidelines . 19
5 Interrelationship between International Standards .20
Bibliography .21
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ISO/IEC 30105-4:2022(E)
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work.
The procedures used to develop this document and those intended for its further maintenance
are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria
needed for the different types of document should be noted. This document was drafted in
accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives or
www.iec.ch/members_experts/refdocs).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents) or the IEC
list of patent declarations received (see https://patents.iec.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see
www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 40, IT Service Management IT Governance.
This second edition cancels and replaces the first edition (ISO/IEC 30105-4:2016), which has been
technically revised.
The main changes are as follows:
— This edition addresses editorial issues in the 1st edition of ISO/IEC 30105-4:2016.
— This edition modifies terms to use the same definition as the source, except for the ones agreed for
modification.
— This edition is revised to contain only those terms that are relevant to ISO/IEC 30105-4.
— The title has been modified from “Terms and concepts” to “Key concepts.”
— “Work product” has been changed to “Information item” by reflecting the term used in
ISO/IEC/IEEE 24774:2021.
A list of all parts in the ISO/IEC 30105 series can be found on the ISO website.
Any feedback or questions on this document should be directed to the user’s national standards
body. A complete listing of these bodies can be found at www.iso.org/members.html and
www.iec.ch/national-committees.
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ISO/IEC 30105-4:2022(E)
Introduction
ITES-BPO services encompass the delegation of one or more IT enabled business processes to a service
provider who uses appropriate technology to deliver that services. Such a service provider manages,
delivers, improves and administers the outsourced business processes in accordance with predefined
and measurable performance metrics. This covers diverse business process areas such as finance,
human resource management, administration, health care, banking and financial services, supply
chain management, travel and hospitality, media, market research, analytics, telecommunication,
manufacturing, etc. These services provide business solutions to customers across the globe and form
part of the core service delivery chain for customers.
The ISO/IEC 30105 series specifies the lifecycle process requirements involved in the ITES-BPO
industry.
— It provides an overarching standard for all aspects of ITES-BPO industry from the view of the
service provider that performs the outsourced business processes. This is applicable for any ITES-
BPO service provider providing services to customers through contracts and in industry verticals.
— It covers the entire outsourcing lifecycle and defines the processes that are considered to be good
practices.
— It is an improvement standard that enables risk determination and improvement for service
providers performing outsourced business processes.
— It also serves as a PRM for service providers.
— It focuses on IT enabled business processes which are outsourced.
— It is generic and can be applied to all IT enabled business process outsourced services, regardless of
type, size and the nature of the services delivered.
— Process improvements implemented using the ISO/IEC 30105 series can lead to a clear return on
investment for customers and service providers.
— Alignment to the ISO/IEC 30105 series can improve consistency, quality and predictability in
delivery of services.
Figure 1 illustrates the key entities and relationships involved in an ITES-BPO service. It includes the
customer, the ITES-BPO service provider and various levels of suppliers. This is aligned with the supply
chain relationship depicted in ISO/IEC 20000-1:2018, 8.3.1.
Figure 1 — ITES-BPO key entities
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ISO/IEC 30105-4:2022(E)
NOTE The ITES-BPO process IDs RLS1, RLS2, SDL3 are shown in Figure 3 — ITES-BPO lifecycle process
categories and processes.
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INTERNATIONAL STANDARD ISO/IEC 30105-4:2022(E)
Information technology — IT Enabled Services-Business
Process Outsourcing (ITES-BPO) lifecycle processes —
Part 4:
Key concepts
1 Scope
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:
— 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;
— details the lifecycle of ITES-BPO and the relationship between ISO/IEC 30105-1, ISO/IEC 30105-2,
ISO/IEC 30105-3, ISO/IEC 30105-5 and other relevant International Standards.
2 Normative references
There are no normative references in this document.
3 Terms, definitions and abbreviated terms
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1 Terms and definitions
3.1.1
assessment indicator
sources of objective evidence used to support the assessor’s judgement in rating process attributes
Note 1 to entry: Examples include practice, information item, or resource.
[SOURCE: ISO/IEC 33001:2015, 3.3.1]
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ISO/IEC 30105-4:2022(E)
3.1.2
business continuity
capability of an organization to continue the delivery of products and services within acceptable time
frames at predefined capacity to pre-defined performance levels during a period of disruption
[SOURCE: ISO 22301: 2019, 3.3, modified – "at predefined capacity during a disruption" has been
changed to "at predefined capacity to pre-defined performance levels during a period of disruption".]
3.1.3
business process
collection of related, structured activities that produce a specific service or product for a particular
customer
3.1.4
capability dimension
set of elements in a process assessment model explicitly related to the measurement framework for
process capability
3.1.5
defined process
implemented process that is managed and tailored from the organization’s set of standard processes
according to the organization’s tailoring guidelines
Note 1 to entry: A defined process has a process description, inputs/outputs, measures, and other process
improvement information to the organization’s process assets. A project’s defined process provides a basis for
planning, performing, and improving the project’s tasks and activities of the project.
[SOURCE: ISO/IEC 33001:2015, 3.1.2]
3.1.6
infrastructure
hardware, software, working environment and controls to support business process outsourcing
3.1.7
innovation
new or changed entity, realizing or redistributing value
Note 1 to entry: Value is relative to, and determined by, the perception of the organization (3.1.10) and relevant
interested parties.
Note 2 to entry: An innovation can be a product, service, process (3.1.13), model, method, etc.
Note 3 to entry: Innovation is an outcome. The word “innovation” sometimes refers to activities or processes
resulting in, or aiming for, innovation. When “innovation” is used in this sense, it should always be used with
some form of qualifier, e.g. “innovation activities”.
Note 4 to entry: For the purpose of statistical measurement, refer to the Oslo Manual 2018, 4th edition, by OECD/
Eurostat. See Annex B.2 for a comparison between the definitions of innovation by ISO and the OECD/Eurostat.
[SOURCE: ISO 56000:2020, 3.1.1]
3.1.8
maturity model
model derived from one or more specified process assessment model(s) that identifies the process sets
associated with the levels in a specified scale of organizational process maturity
[SOURCE: ISO/IEC 33001:2015, 3.3.7]
3.1.9
objective evidence
data supporting the existence or veracity of something
Note 1 to entry: Objective evidence can be obtained through observation, measurement, test or other means.
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ISO/IEC 30105-4:2022(E)
Note 2 to entry: Objective evidence for the purpose of audit generally consists of records, statements of fact or
other information which are relevant to the audit criteria and verifiable.
[SOURCE: ISO 9000:2015, 3.8.3]
3.1.10
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
[SOURCE: ISO 9000:2015, 3.2.1, modified — Notes 1 and 2 to entry have not been included.]
3.1.11
outsourcing
business model for the delivery of a product or services to a customer by a provider
Note 1 to entry: Outsourcing is an alternative to the provision of those products or services within the customer
organization, where:
— the outsourcing process is based on a sourcing decision (make or buy);
— resources can be transferred to the provider;
— the provider is responsible for the product or service for an agreed period of time;
— the accountability for delivery outcomes is owned by the customer and the provider is responsible for
performing the services.
[SOURCE: ISO 37500:2014, 3.10, modified – client has been changed to customer, and Note 1 entry has
been added.]
3.1.12
preventive action
action to eliminate the cause of a potential non-compliance or other potential undesirable situation
Note 1 to entry: There can be more than one cause for a potential nonconformity.
Note 2 to entry: Preventive action is taken to prevent occurrence whereas corrective action is taken to prevent
recurrence.
[SOURCE: ISO 9000:2015, 3.12.1]
3.1.13
process
set of interrelated or interacting activities that use inputs to deliver an intended result
Note 1 to entry: Whether the “intended result” of a process is called output, product or service depends on the
context of the reference.
Note 2 to entry: Inputs to a process are generally the outputs of other processes and outputs of a process are
generally the inputs to other processes.
Note 3 to entry: Two or more interrelated and interacting processes in series can also be referred to as a process.
Note 4 to entry: Processes in an organization are generally planned and carried out under controlled conditions
to add value.
Note 5 to entry: A process where the conformity of the resulting output cannot be readily or economically
validated is frequently referred to as a “special process”.
Note 6 to entry: This constitutes one of the common terms and core definitions for ISO management system
standards given in Annex SL of the Consolidated ISO Supplement to the ISO/IEC Directives, Part 1. The original
definition has been modified to prevent circularity between process and output, and Notes 1 to 5 to entry have
been added.
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ISO/IEC 30105-4:2022(E)
[SOURCE: ISO 9000:2015, 3.4.1]
3.1.14
process assessment
disciplined evaluation of an organization unit’s processes against a process assessment model
[SOURCE: ISO/IEC 33001:2015, 3.2.15]
3.1.15
process assessment model
model suitable for the purpose of assessing a specified process quality characteristic, based on one or
more process reference models (3.1.24)
Note 1 to entry: Process assessment models addressing a specific process quality characteristic can include
the identification of the characteristic in the title; for example, a process assessment model addressing process
capability can be termed a "process capability assessment model".
[SOURCE: ISO/IEC 33001:2015, 3.3.9]
3.1.16
process attribute
PA
measurable property of a process quality characteristic
[SOURCE: ISO/IEC 33001:2015, 3.4.3]
3.1.17
process capability
characterization of the ability of a process to meet current or projected business goals
[SOURCE: ISO/IEC 33020:2019, 3.4]
3.1.18
process capability level
characterisation of a process on an ordinal measurement scale of process capability
[SOURCE: ISO/IEC 33020:2019, 3.5]
3.1.19
process dimension
set of process elements in a process assessment model explicitly related to the processes defined in the
relevant process reference model(s)
Note 1 to entry: For example, in ISO/IEC 33061, the elements of the process dimension include processes, process
purpose statements, process outcomes, and process performance indicators.
[SOURCE: ISO/IEC TS 33001:2015, 3.3.10]
3.1.20
process outcome
observable result of the successful achievement of the process purpose
Note 1 to entry: An outcome statement describes one of the following: production of an artefact; a significant
change in state; meeting of specified constraints, e.g. requirements, goals, etc.
[SOURCE: ISO/IEC 33001:2015, 3.3.11]
3.1.21
process performance
extent to which the execution of a process achieves its purpose
[SOURCE: ISO/IEC 33001:2015, 3.4.7]
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ISO/IEC 30105-4:2022(E)
3.1.22
process quality
ability of a process to satisfy stated and implied stakeholder needs when used in a specified context
[SOURCE: ISO/IEC 33001:2015, 3.4.8]
3.1.23
process quality characteristics
measurable aspect of process quality; category of process attributes (3.1.16) that are significant to
process quality
[SOURCE: ISO/IEC 33001:2015, 3.4.9]
3.1.24
process reference model
model comprising definitions of processes in a domain of application described in terms of process
purpose and outcomes, together with an architecture describing the relationships between the
processes
[SOURCE: ISO/IEC 33001:2015, 3.3.16]
3.1.25
transition in
activities for migrating agreed upon knowledge, assets, liabilities, systems, processes and people from
the customer to the provider or back in-house, in order to create desired delivery capability
[SOURCE: ISO 37500:2014, 3.24, modified− "client" has been changed to "customer".]
3.1.26
transition out
activities for migrating agreed upon knowledge, assets, liabilities, systems, processes and people from
one service provider to another, or back in-house, enabling the customer to change service provider or
service solution
3.1.27
work environment
set of conditions under which work is performed
Note 1 to entry: Conditions can include physical, social, psychological and environmental factors (such as
temperature, lighting, recognition schemes, occupational stress, ergonomics and atmospheric composition).
[SOURCE: ISO 9000:2015, 3.5.5]
3.2 Abbreviated terms
BP base practice
GP generic practice
GR generic resource
ITES-BPO IT Enabled Services-Business Process Outsourcing
MF measurement framework
OMM organization maturity model
PA process attributes
PAM process assessment model
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ISO/IEC 30105-4:2022(E)
PCI process capability indicator
PPI process performance indicator
PRM process reference model
SLA service level agreement
4 Concepts
4.1 General
The ISO/IEC 30105 series establishes a framework for performing process assessment for an ITES-
BPO service. This framework can be extended and adapted to address the assessment of other process
quality characteristics with additional guidance to support its application and ongoing improvement.
The principal focus of ISO/IEC 30105 series is on assessment of the process quality characteristic of
process capability.
The framework provides a structured approach for the assessment of processes by an organization for
the following purposes:
— to understand the state of its own processes for process improvement;
— to determine the suitability of its own processes for a particular requirement or set of requirements;
— to determine the suitability of another organization's processes for a particular contract or set of
contracts.
The framework for process assessment:
— facilitates self-assessment;
— provides a basis for use in process improvement and risk determination;
— takes into account the context in which the assessed process is implemented;
— enables production of a process profile;
— addresses the ability of the process to achieve its purpose;
— is appropriate across all business process domains and sizes of organization;
— provides an objective benchmark among organizations.
4.2 ITES-BPO lifecycle process categories
Figure 2 shows the process categories from ISO/IEC 30105-1 that are included in the process dimension
of the PAM for ITES-BPO. It includes all aspects of an ITES-BPO service, from developing an ITES-
BPO solution through service delivery to transitioning out. It includes the leadership, relationship
management and enabling processes that support the outsourced business across its lifecycle.
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ISO/IEC 30105-4:2022(E)
Figure 2 — ITES-BPO lifecycle process categories
The ITES-BPO process categories are as follows.
— Strategic enablement processes:
Leading the organization towards achievement of business objectives by providing resources and
direction, and achieving customer satisfaction.
Strategic enablement processes include strategic direction and review of the business performance
against plan for the service provider organization, and innovation to drive breakthrough changes.
— Relationship processes:
Establishing processes for managing customers and suppliers to ensure objectives are aligned and their
relationships are managed.
Relationship processes cover the relationship of the service provider with the customer and the
suppliers.
— Solution processes:
Developing feasible solutions, including the transition approach (e.g. proposals to transfer knowledge,
mobilize people and create the infrastructure), service delivery risk management, information security
and business continuity. A suitable solution can lead development, negotiation and agreement of the
contract.
Solution processes include details on how the ITES-BPO solution is envisaged and the contract
developed and managed.
— Transition in processes:
Migrating a business process from customer and other incumbent suppliers, delivery to service
provider delivery via seamless transfer of knowledge, service set-up and effective project management,
to ensure that services are available and service levels are achieved, in line with contracted service
requirements.
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ISO/IEC 30105-4:2022(E)
Transition in processes cover the movement of business process delivery from the customer to the
service provider, establishing the required management, people and infrastructure capability, and
concluding with piloting the transitioned service.
— Service delivery processes:
Managing and executing the customer’s business processes on a day-to-day basis as an extension of the
customer’s business, in line with the defined processes to meet the agreed service levels, with required
service reporting.
Service delivery processes include all the processes that are required for the day-to-day management
and delivery of ITES-BPO services.
— Transition out process:
Migrating a process from service provider delivery to that of the customer or an alternative service
provider customer, including human resources, processes, technology and knowledge, ensuring
continued service to the customer, during the transition period.
Transition out process covers the movement of the business process delivery back to the customer or to
a different service provider.
— Tactical enablement processes:
Managing, assuring and improving service delivery through a set of key processes that underpin
seamless and effective delivery, including financial, risk, knowledge, change, business continuity, audit,
review and improvement, and maintaining alignment to business needs.
Tactical enablement processes involve a set of processes that enables achievement of the objective of
the core service delivery processes. These are tactical in nature.
— Operational enablement processes:
Operational enablement processes involve a set of processes that ensures day-to-day operations of
service delivery are supported and are performed alongside the service delivery processes.
Table 1 lists the ITES-BPO lifecycle process categories and their description. Each element is further
subdivided into sub-elements identifying their key responsibilities.
Table 1 — ITES-BPO lifecycle process categories
Process categories Process Description
Strategic enable- Strategic planning and Determines the strategic objectives based on analysis of
ment direction setting external environment and internal capability.
Develops business plans and reviews performance
against these plans.
Innovation management Drives delivery of major change to deliver significant
benefits to stakeholders.
Relationship Customer relations Establishes and implements management of customer
management relationships.
Supplier management Establishes and implements management of suppliers to
meet identified requirements.
Solution Solution development Identifies any supplier requirements.
Identifies constraints.
Designs the complete solution, develops the key
deliverables and achieves sign-off by the customer.
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ISO/IEC 30105-4:2022(E)
TTabablele 1 1 ((ccoonnttiinnueuedd))
Process categories Process Description
Contract lifecycle Develops, agrees and manages the contract in
management consultation with customer.
Undertakes due diligence:
— assessment of customer's baseline performance;
— assessment of customer's legal, business, statutory
and regulatory requirements, translating them into
deliverables from the service provider.
Understands the contract financials, obligations, and limi-
tations.
Ensures adherence to contractual requirements.
Transition in People mobilization Identifies the resources required with the relevant skill
sets for employee recruitment to enable service delivery.
Creates training plans, milestones and review mecha-
nisms.
Plans and implements required training for pilot team.
Aligns the stakeholders within the customer organization
and obtains formal agreement for the people mobiliza-
tion.
Infrastructure setup — tech- Evaluates and finalizes detailed technology requirements
nology and fulfilment plan, including:
— design to meet technology requirements;
— design of the technology setup.
Implements technology with formal agreement obtained
from all internal and external stakeholders.
Infrastructure setup — Includes the physical infrastructure, such as employee
non-technology facilities, premises, security, housekeeping and transport.
Management, maintenance and monitoring of
non-technology infrastructure within the agre
...