ISO/IEC TS 30105-9:2023

© ISO/IEC 2022 – All rights reserved Formatted: Font: Not Bold
Formatted: Header
ISO/IEC JTC 1/SC 40
Style Definition: Heading 1: Indent: Left: 0 cm, First line: 0
cm, Outline numbered + Level: 1 + Numbering Style: 1, 2, 3,
… + Start at: 1 + Alignment: Left + Aligned at: 0 cm + Tab
ISO/IEC JTC 1/SC 40
after: 0.76 cm + Indent at: 0.76 cm, Tab stops: Not at 0.76
cm
Date: 2022-10-262023-01
Style Definition: Heading 2: Outline numbered + Level: 2 +
Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left +
ISO/IEC DTS 30105-9:2023(E)
Aligned at: 0 cm + Tab after: 0.63 cm + Indent at: 0 cm,
Tab stops: Not at 0.63 cm
ISO/IEC JTC 1/SC 40
Style Definition: Heading 3: Outline numbered + Level: 3 +
Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left +
Aligned at: 0 cm + Tab after: 1.27 cm + Indent at: 0 cm
 ISO/IEC JTC 1/SC 40
Style Definition: Heading 4: Outline numbered + Level: 4 +
Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left +
Secretariat: SASA
Aligned at: 0 cm + Tab after: 1.9 cm + Indent at: 0 cm
Style Definition: Heading 5: Outline numbered + Level: 5 +
Information technology –— IT Enabled Services-Business Process Outsourcing (ITES-
Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left +
Aligned at: 0 cm + Tab after: 1.9 cm + Indent at: 0 cm
BPO) lifecycle processes –— Part 9: Guidelines on extending process capability
Style Definition
...
assessment for digital transformation
Style Definition
...

Style Definition
...
Style Definition
...
Technologies de l'information — Processus du cycle de vie de la délocalisation du processus
Style Definition
...
d'affaires des services activés par IT — Partie 9: Termes et concepts
Style Definition
...
Style Definition
...
Style Definition
...
Style Definition: Body Text_Center
Style Definition
...
Style Definition: Dimension_100
Style Definition: Figure Graphic
Style Definition: Figure subtitle
Style Definition: List Continue 1
Style Definition
...
Style Definition: List Number 1: Tab stops: Not at 0.71 cm
Style Definition: RefNorm
Style Definition: Example indent 2: Tab stops: 2.39 cm, Left
Style Definition
...
Style Definition: Note indent 2
Style Definition
...
Style Definition
...
Formatted
Formatted: English (United Kingdom)
Formatted: English (United Kingdom)
Formatted: Font: Bold, French (Switzerland)
Formatted: Font: 12 pt
Formatted
...
Formatted: Font: 12 pt
Formatted: Font: 12 pt
Formatted: English (United Kingdom)
Formatted: Footer

---------------------- Page: 1 ----------------------
ISO/IEC DTS 30105-9
© ISO/IEC 2023
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 2022 – All rights reserved
ii

---------------------- Page: 2 ----------------------
ISO/IEC DTS 30105-9
Formatted: English (United Kingdom)
Contents Page
Foreword . iii
Introduction . iv
1 Scope .1
2 Normative references .1
3 Terms and definitions .1
4 Digital transformation essentials .3
4.1 General .3
4.2 Digital transformation essentials in ITES-BPO industry .3
5 ITES-BPO in digital transformation .4
5.1 General .4
5.2 Different stakeholders’ interest on digital transformation .4
5.3 The Drivers of digital transformation .5
6 Guidance on process capability assessment for digital transformation .5
6.1 General .5
6.2 Digital transformation and guidelines for strategic enabling processes .6
6.3 Digital transformation and guidelines for relationship processes .7
6.4 Digital transformation and guidelines for solution in processes .9
6.5 Digital transformation and guidelines for transition in processes .9
6.6 Digital transformation and guidelines for service delivery processes . 10
6.7 Digital transformation and guidelines for tactical enablement processes . 10
6.8 Digital transformation and guidelines in operational enablement processes. 11
Annex A (informative) Use cases - digital transformation in ITES-BPO organization . 14
A.1 Customer service channel powered by mobile application . 14
A.1.1 Abstract . 14
A.1.2 Description - Status before digital transformation . 14
A.1.3 Description – Status after digital transformation . 14
A.1.4 Applied technology . 15
A.1.5 Business problem solved or opportunity . 15
A.1.6 Predicted Outcomes . 15
Annex B (informative)  Use cases - digital transformation in ITES-BPO business processes . 16
B.1 General . 16
B.2 CRM Digital Transformation . 16
B.3 Finance Digital Transformation . 17
B.4 HR Digital Transformation . 17
B.5 Procurement Digital Transformation . 18
Bibliography . 20
Foreword . v
Introduction . vi
1 Scope .1
© ISO/IEC 2022 – All rights reserved
iii

---------------------- Page: 3 ----------------------
ISO/IEC DTS 30105-9
2 Normative references . 1
3 Terms and definitions . 1
4 Digital transformation essentials . 3
4.1 General . 3
4.2 Digital transformation essentials in ITES-BPO industry . 3
5 ITES-BPO in digital transformation . 4
5.1 General . 4
5.2 Different stakeholders’ interest on digital transformation . 5
5.3 The drivers of digital transformation . 5
6 Guidance on process capability assessment for digital transformation . 6
6.1 General . 6
6.2 Digital transformation and guidelines for strategic enabling processes. 6
6.3 Digital transformation and guidelines for relationship processes . 8
6.4 Digital transformation and guidelines for solutioning processes . 10
6.5 Digital transformation and guidelines for transitioning processes . 10
6.6 Digital transformation and guidelines for service delivery processes . 11
6.7 Digital transformation and guidelines for tactical enablement processes . 11
6.8 Digital transformation and guidelines in operational enablement processes . 12
Annex A (informative) Use cases - digital transformation in ITES-BPO organization . 16
Annex B (informative) Use cases - digital transformation in ITES-BPO business processes . 19
Bibliography . 23
Formatted: TOC 1, Tab stops: Not at 1.25 cm
Formatted: English (United States)
© ISO/IEC 2022 – All rights reserved
iv

---------------------- Page: 4 ----------------------
ISO/IEC DTS 30105-9
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Formatted: English (United States)
Commission) form the specialized system for worldwide standardization. National bodies that are
Formatted: Adjust space between Latin and Asian text,
Adjust space between Asian text and numbers
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. In the field of information technology, ISO and IEC have established a joint technical committee,
ISO/IEC JTC 1. Formatted: English (United States)
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 Formatted: English (United States)
different types of document should be noted. This document was drafted in accordance with the
Formatted: English (United States)
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives www.iso.org/directives or
Formatted: English (United States)
www.iec.ch/members_experts/refdocs).
Formatted: English (United States)
Formatted: English (United States)
Attention is drawn to the possibility that some of the elements of this document may be the subject of
Formatted: English (United States)
patent rights. ISO and IEC shouldshall 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
Formatted: English (United States)
Introduction and/or on the ISO list of patent declarations received (see
www.iso.org/patentswww.iso.org/patents) or the IEC list of patent declarations received (see
https://patents.iec.ch). Formatted: English (United States)
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation onof the voluntary nature of standards, the meaning of ISO specific terms and Formatted: English (United States)
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 the following
URL: www.iso.org/iso/foreword.htmlwww.iso.org/iso/foreword.html. In the IEC, see
www.iec.ch/understanding-standards. Formatted: English (United States)
The committee responsible for thisThis document iswas prepared by Joint Technical Committee Formatted: English (United States)
ISO/IEC JTC 1, Information technology, Subcommittee SC 40, IT Service Managementservice
Formatted: English (United States)
management and IT Governancegovernance.
Formatted: English (United States)
Formatted: English (United States)
A list of all parts in the ISO/IEC 30105 series can be found on the ISO and IEC websites.
Formatted: English (United States)
Any feedback or questions on this document should be directed to the user’s national standards body. A Formatted: English (United States)
complete listing of these bodies can be found at www.iso.org/members.html and www.iec.ch/national-
Formatted: Font: Italic, English (United States)
committees.
Formatted: English (United States)
© ISO/IEC 2022 – All rights reserved
v

---------------------- Page: 5 ----------------------
ISO/IEC DTS 30105-9
Formatted: Don't adjust space between Latin and Asian text,
Introduction
Don't adjust space between Asian text and numbers
IT Enabled Services-Business Process Outsourcing (ITES-BPO) services encompass the delegation of Formatted: Body Text
one or more IT enabled business processes to a service provider who uses appropriate technology to
deliver these services.that service. 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 human resource management,
administration, health care, financial management, supply chain management, travel and hospitality,
media, market research, data analytics, telecommunication, manufacturing, etc. ITES-BPO services
provide business solutions to customers across the globe and form part of the core service delivery
chain for customers.
Today, people are surrounded by digitalized products and services. Organizations are faced with
changing expectations, sometimes driven by their competitive environment, and often driven by the
opportunities arising from digital technology and customer expectations. In response to this
environment, most organizations seek business transformation supported by technology.
A successful service delivery can deliver value both for the service provider and the customers. ITES- Formatted: English (United Kingdom)
BPO customers expect that the service provider hasto have the digital capabilities to support the
Formatted: English (United Kingdom)
customers' business transformation goals. ITES-BPO organizations are also faced with increased
Formatted: English (United Kingdom)
competition from innovative service providers who use digital technology to provide innovative
solutions to customer needs. Managing the dynamic relationship between the service provider and the
customers is key for ITES-BPO organizations embracing the challenge that has arisen from digital
transformation. ITES-BPO organizations with a strong innovative competence are beginning to think in Formatted: English (United Kingdom)
terms of a “proactive customer experience” -”: designing customer engagements aligned with personal
preferences, based on a service user’s interactions. To meet the challenges of this environment, an ITES-
BPO provider also requires a programme of digital transformation that ensures it has the digital tools
and capabilities needed to support its customers' transformational strategies.
Digital transformation of ITES-BPO involves reviewing, renewing or substituting the processes involved Formatted: English (United Kingdom)
in delivering outsourced business processes by an ITES-BPO provider. The overall objective is to
improve the services given to the customers and, when appropriate, offer new services. In many cases,
this will be achieved by using evolving technologies, such as AI (artificial intelligence), IoT (Internet of
Things), and cloud computing. The ability to utilize such technology for digital transformation is Formatted: English (United Kingdom)
enabled by higher levels of process capability and maturity. This document outlines the improvements
in BPO practices required to achieve such improvements when seeking digital transformation for ITES-
BPO.
The transformation of businesses has significant risk, that needs to be managed, for both the ITES-BPO
service provider and customer organizations seeking to use outsourcing of business processes as part
of their business transformation.
This document provides guidelines for a roadmap that an ITES-BPO organization can adopt to establish
and improve their digital capabilities. It is aligned to the requirements defined in the ISO/IEC 30105 Formatted: std_publisher
standards, enabling them to deliver more added value to their service users. It outlines seven essentials
Formatted: std_docNumber
(4.2) of digital transformation that ITES-BPO organizations should consider.
Formatted: cite_sec
− — Developing a digital strategy and strategic objectives. Formatted: List Continue 1, No bullets or numbering, Tab
stops: 0.7 cm, Left + 1.4 cm, Left + 2.1 cm, Left + 2.8 cm,
Left + 3.5 cm, Left + 4.2 cm, Left + 4.9 cm, Left + 5.6 cm,
− — Establishing effective governance and management of the transformation processes.
Left + 6.3 cm, Left + 7 cm, Left
− — Involving and engaging customers during the digital transformation process.
− — Establishing the organizational culture and structuring for digital transformation.
− — Transforming the operations in a digital way.
© ISO/IEC 2022 – All rights reserved
vi

---------------------- Page: 6 ----------------------
ISO/IEC DTS 30105-9
− — Reinforcing the transforming technology infrastructure.
− Establish— Establishing an effective partnership ecosystem, in order to achieve the goal of
sustainable business development in the digital era. Formatted: English (United Kingdom)
In addition, this document gives guidance for ITES-BPO organizations to implement the organization’s Formatted: Body Text
digital transformation.
− — It specifies the essentials of digital transformation that ITES-BPO organizations should take Formatted: No bullets or numbering, Tab stops: 0.7 cm,
Left + 1.4 cm, Left + 2.1 cm, Left + 2.8 cm, Left + 3.5 cm,
into consideration during the implementation process.
Left + 4.2 cm, Left + 4.9 cm, Left + 5.6 cm, Left + 6.3 cm,
Left + 7 cm, Left
− — It describes the key drivers to enhance the digital transformation capabilities of ITES-BPO
organizations.
− — It provides guidance to support digital transformation and maturity based on the process
reference model and process assessment model defined in ISO/IEC 30105-1 and ISO/IEC 30105-2, Formatted: std_publisher
outlining the outcomes for a digitally transformed ITES-BPO organization’s processes and the
Formatted: std_docNumber
corresponding base practices to achieve such outcomes along with the inputs and outputs.
Formatted: std_docPartNumber
Formatted: std_publisher
Formatted: std_docNumber
Formatted: std_docPartNumber
© ISO/IEC 2022 – All rights reserved
vii

---------------------- Page: 7 ----------------------
ISO/IEC DTS 30105-9:2023(E) Formatted: Font: Bold
Formatted: Font: Bold
Annex A and Annex B provide informative use cases.
© ISO/IEC 20222023 – All rights reserved
viiiviii

---------------------- Page: 8 ----------------------
INTERNATIONAL STANDARDTECHNICAL
ISO/IEC DTS 30105-9:2023(E)
Formatted: Font: Bold
SPECIFICATION
Formatted: Font: Bold

Formatted
Formatted: Font color: Blue
Information technology --— IT Enabled Services-Business Process
Formatted: Font color: Blue
Outsourcing (ITES-BPO) lifecycle processes –— Part 9: Guidelines
Formatted: Font color: Blue
on extending process capability assessment for digital
transformation
Formatted: No bullets or numbering, Don't adjust space
1 Scope
between Latin and Asian text, Don't adjust space between
Asian text and numbers
This document specifies the essentials of digital transformations, and illustrates the key drivers to
Formatted: Body Text, Don't adjust space between Latin and
enhancefor enhancing the digital transformation capabilities of the organization, while taking account
Asian text, Don't adjust space between Asian text and numbers
of different stakeholders’ interestinterests. It describes elements that ITES-BPO organizations can
include specifically for digital transformation that ITES-BPO organizations can include, when
implementing the lifecycle processes in the ISO/IEC 30105 series, thatand which can assist the Formatted: std_docNumber
organization in achieving their desired process capability levels, hereafter ‘"maturity levels’,levels", as
defined by the stakeholders. It provides guidance on process capability assessment for digital
transformation for ITES-BPO organizations. ThisAdditionally, this document:
Formatted: List Continue 1, No bullets or numbering, Tab
− — covers IT enabled business processes that are outsourced;
stops: 0.7 cm, Left + 1.4 cm, Left + 2.1 cm, Left + 2.8 cm,
Left + 3.5 cm, Left + 4.2 cm, Left + 4.9 cm, Left + 5.6 cm,
− — is not intended to address the maturity and capability of the IT processes that support ITES-
Left + 6.3 cm, Left + 7 cm, Left
BPO, but identifies the IT capabilities needed to support the achievement of specific ITES-BPO
capabilities;
− — is applicable to the service provider, not to the customer;
− — is applicable to all lifecycle processes of ITES-BPO;
− — provides guidelines to supplement the ISO/IEC 30105-2 process assessment model, enabling Formatted: std_publisher
assessment of process capability of ITES-BPO organizations undergoing digital transformation.
Formatted: std_docNumber
Formatted: std_docPartNumber
2 Normative references
Formatted: No bullets or numbering, Don't adjust space
between Latin and Asian text, Don't adjust space between
Asian text and numbers
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 30105-1:2016 Information technology – IT Enabled Services-Business Process Outsourcing (ITES-
BPO) lifecycle processes – Part 1 Process reference model (PRM).
ISO/IEC 30105-2:2016 Information technology – IT Enabled Services-Business Process Outsourcing (ITES-
BPO) lifecycle processes – Part 2 Process assessment model (PAM).
There are no normative references in this document.
Formatted: No bullets or numbering, Don't adjust space
3 Terms and definitions
between Latin and Asian text, Don't adjust space between
Asian text and numbers
For the purposes of this document, the following terms and definitions apply.
Formatted: Adjust space between Latin and Asian text,
Adjust space between Asian text and numbers
© ISO/IEC 20222023 – All rights reserved
11

---------------------- Page: 9 ----------------------
ISO/IEC DTS 30105-9:2023(E) Formatted: Font: Bold
Formatted: Font: Bold
ISO and IEC maintain terminologicalterminology databases for use in standardization at the following
Formatted: English (United States)
addresses:
Formatted: English (United States)
— ISO Online browsing platform: available at http://www.iso.org/obphttps://www.iso.org/obp
Formatted: Font: Times New Roman, 12 pt, English (United
States)
— IEC Electropedia: available at http://www.electropedia.org/https://www.electropedia.org/
Formatted: English (United States)
Formatted: Hyperlink, English (United States)
3.1
Formatted: English (United States)
big data
Formatted: Hyperlink, English (United States)
extensive datasets —datasets – primarily in the data data characteristics of volume, variety, velocity
and variability —– that require a scalable technology for efficient storage, manipulation, management,
Formatted: TermNum, Line spacing: single, Don't adjust
space between Latin and Asian text, Don't adjust space
and analysis
between Asian text and numbers, Font Alignment: Auto,
Pattern: Clear
Note 1 to entry: Big data is commonly used in many different ways, for example as the name of the scalable
technology used to handle big data extensive datasets.
[SOURCE: ISO/IEC 20546: 2019, 3.1.2, modified –— "primarily in the characteristics of volume, variety, Formatted: std_publisher
velocity, and/or variability" has been changed to "primarily in the data characteristics of volume,
Formatted: std_docNumber
variety, velocity and variability]".]
Formatted: std_year
Formatted: std_section
3.2
cloud computing Formatted: Term(s)
paradigm for enabling network access to a scalable and elastic pool of shareable physical or virtual
Formatted: Definition, Don't adjust space between Latin and
Asian text, Don't adjust space between Asian text and
resources with self-service provisioning and administration on-demand
numbers, Pattern: Clear
Note 1 to entry: Examples of resources include servers, operating systems, networks, software, applications, and
storage equipment.
Formatted: std_publisher
[SOURCE: ISO/IEC 20546: 2019, 3.1.3]
Formatted: std_docNumber
Formatted: std_year
3.3
Formatted: std_section
digital ecosystem
distributed, adaptive, open socio-technical system with properties of self-organization, scalability and Formatted: Term(s)
sustainability inspired from natural ecosystems
Formatted: Source
Formatted: std_publisher
[SOURCE: ISO/TS 18101-1:2019]
Formatted: std_documentType
Formatted: std_docNumber
3.4
digital transformation Formatted: std_docPartNumber
process of profound and radical change through digital technologies (including big data, blockchain,
Formatted: std_year
cloud computing, internet of things, artificial intelligence, analytics, cognitive solutions, etc.) that
Formatted: English (United Kingdom)
orients an organization in a new direction and takes it to an entirely different level of effectiveness,
Formatted: Term(s), Don't adjust space between Latin and
which is based on analytics of data
Asian text, Don't adjust space between Asian text and
numbers, Pattern: Clear
3.5
Formatted: Term(s)
ecosystem
Formatted: Note, Don't adjust space between Latin and Asian
infrastructure and services based on a network of organizations and stakeholders
text, Don't adjust space between Asian text and numbers,
Pattern: Clear, Tab stops: 0.7 cm, Left + 1.4 cm, Left + 2.1
cm, Left + 2.8 cm, Left + 3.5 cm, Left + 4.2 cm, Left + 4.9
Note 1 to entry: Organizations can include public bodies.
cm, Left + 5.6 cm, Left + 6.3 cm, Left + 7 cm, Left
Formatted: Source
Note 2 to entry: Stakeholders can include customers, suppliers and partners.
Formatted: std_publisher
[SOURCE: ISO/IEC TS 27570:2021, modified — Note 2 to entry wa
...

FINAL
TECHNICAL ISO/IEC DTS
DRAFT
SPECIFICATION 30105-9
ISO/IEC JTC 1/SC 40
Information technology — IT
Secretariat: SA
Enabled Services-Business Process
Voting begins on:
2023-02-02 Outsourcing (ITES-BPO) lifecycle
processes —
Voting terminates on:
2023-03-30
Part 9:
Guidelines on extending process
capability assessment for digital
transformation
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
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/IEC DTS 30105-9:2023(E)
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. © ISO/IEC 2023

---------------------- Page: 1 ----------------------
ISO/IEC DTS 30105-9:2023(E)
FINAL
TECHNICAL ISO/IEC DTS
DRAFT
SPECIFICATION 30105-9
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 9:
Guidelines on extending process
capability assessment for digital
transformation
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2023
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.
RECIPIENTS OF THIS DRAFT ARE INVITED TO
ISO copyright office
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
CP 401 • Ch. de Blandonnet 8
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
CH-1214 Vernier, Geneva
DOCUMENTATION.
Phone: +41 22 749 01 11
IN ADDITION TO THEIR EVALUATION AS
Reference number
Email: copyright@iso.org
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/IEC DTS 30105-9:2023(E)
Website: www.iso.org
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
Published in Switzerland
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN-
DARDS TO WHICH REFERENCE MAY BE MADE IN
ii
  © ISO/IEC 2023 – All rights reserved
NATIONAL REGULATIONS. © ISO/IEC 2023

---------------------- Page: 2 ----------------------
ISO/IEC DTS 30105-9:2023(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Digital transformation essentials . 2
4.1 General . 2
4.2 Digital transformation essentials in ITES-BPO industry . 3
5 ITES-BPO in digital transformation .4
5.1 General . 4
5.2 Different stakeholders’ interest on digital transformation. 4
5.3 The drivers of digital transformation . 4
6 Guidance on process capability assessment for digital transformation.5
6.1 General . 5
6.2 Digital transformation and guidelines for strategic enabling processes . 5
6.3 Digital transformation and guidelines for relationship processes . 7
6.4 Digital transformation and guidelines for solutioning processes . 8
6.5 Digital transformation and guidelines for transitioning processes . 9
6.6 Digital transformation and guidelines for service delivery processes . 9
6.7 Digital transformation and guidelines for tactical enablement processes . 10
6.8 Digital transformation and guidelines in operational enablement processes . 11
Annex A (informative) Use cases - digital transformation in ITES-BPO organization .14
Annex B (informative) Use cases - digital transformation in ITES-BPO business processes .16
Bibliography .20
iii
© ISO/IEC 2023 – All rights reserved

---------------------- Page: 3 ----------------------
ISO/IEC DTS 30105-9:2023(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 and IT governance.
A list of all parts in the ISO/IEC 30105 series can be found on the ISO and IEC websites.
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.
iv
  © ISO/IEC 2023 – All rights reserved

---------------------- Page: 4 ----------------------
ISO/IEC DTS 30105-9:2023(E)
Introduction
IT Enabled Services-Business Process Outsourcing (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 service. 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 human resource management, administration,
health care, financial management, supply chain management, travel and hospitality, media, market
research, data analytics, telecommunication, manufacturing, etc. ITES-BPO services provide business
solutions to customers across the globe and form part of the core service delivery chain for customers.
Today, people are surrounded by digitalized products and services. Organizations are faced with
changing expectations, sometimes driven by their competitive environment, and often driven by
the opportunities arising from digital technology and customer expectations. In response to this
environment, most organizations seek business transformation supported by technology.
A successful service delivery can deliver value both for the service provider and the customers. ITES-
BPO customers expect the service provider to have the digital capabilities to support the customers'
business transformation goals. ITES-BPO organizations are also faced with increased competition from
innovative service providers who use digital technology to provide innovative solutions to customer
needs. Managing the dynamic relationship between the service provider and the customers is key for
ITES-BPO organizations embracing the challenge that has arisen from digital transformation. ITES-
BPO organizations with a strong innovative competence are beginning to think in terms of a “proactive
customer experience”: designing customer engagements aligned with personal preferences, based on
a service user’s interactions. To meet the challenges of this environment, an ITES-BPO provider also
requires a programme of digital transformation that ensures it has the digital tools and capabilities
needed to support its customers' transformational strategies.
Digital transformation of ITES-BPO involves reviewing, renewing or substituting the processes involved
in delivering outsourced business processes by an ITES-BPO provider. The overall objective is to
improve the services given to the customers and, when appropriate, offer new services. In many cases,
this will be achieved by using evolving technologies, such as AI (artificial intelligence), IoT (Internet
of Things), and cloud computing. The ability to utilize such technology for digital transformation is
enabled by higher levels of process capability and maturity. This document outlines the improvements
in BPO practices required to achieve such improvements when seeking digital transformation for ITES-
BPO.
The transformation of businesses has significant risk, that needs to be managed, for both the ITES-BPO
service provider and customer organizations seeking to use outsourcing of business processes as part
of their business transformation.
This document provides guidelines for a roadmap that an ITES-BPO organization can adopt to establish
and improve their digital capabilities. It is aligned to the requirements defined in the ISO/IEC 30105
standards, enabling them to deliver more added value to their service users. It outlines seven essentials
(4.2) of digital transformation that ITES-BPO organizations should consider.
— Developing a digital strategy and strategic objectives.
— Establishing effective governance and management of the transformation processes.
— Involving and engaging customers during the digital transformation process.
— Establishing the organizational culture and structuring for digital transformation.
— Transforming the operations in a digital way.
— Reinforcing the transforming technology infrastructure.
— Establishing an effective partnership ecosystem, in order to achieve the goal of sustainable business
development in the digital era.
v
© ISO/IEC 2023 – All rights reserved

---------------------- Page: 5 ----------------------
ISO/IEC DTS 30105-9:2023(E)
In addition, this document gives guidance for ITES-BPO organizations to implement the organization’s
digital transformation.
— It specifies the essentials of digital transformation that ITES-BPO organizations should take into
consideration during the implementation process.
— It describes the key drivers to enhance the digital transformation capabilities of ITES-BPO
organizations.
— It provides guidance to support digital transformation and maturity based on the process reference
model and process assessment model defined in ISO/IEC 30105-1 and ISO/IEC 30105-2, outlining
the outcomes for a digitally transformed ITES-BPO organization’s processes and the corresponding
base practices to achieve such outcomes along with the inputs and outputs.
Annex A and Annex B provide informative use cases.
vi
  © ISO/IEC 2023 – All rights reserved

---------------------- Page: 6 ----------------------
TECHNICAL SPECIFICATION ISO/IEC DTS 30105-9:2023(E)
Information technology — IT Enabled Services-Business
Process Outsourcing (ITES-BPO) lifecycle processes —
Part 9:
Guidelines on extending process capability assessment for
digital transformation
1 Scope
This document specifies the essentials of digital transformations and illustrates the key drivers for
enhancing the digital transformation capabilities of the organization, while taking account of different
stakeholders’ interests. It describes elements that ITES-BPO organizations can include specifically
for digital transformation when implementing the lifecycle processes in the ISO/IEC 30105 series,
and which can assist the organization in achieving their desired process capability levels, hereafter
"maturity levels", as defined by the stakeholders. It provides guidance on process capability assessment
for digital transformation for ITES-BPO organizations. Additionally, this document:
— covers IT enabled business processes that are outsourced;
— is not intended to address the maturity and capability of the IT processes that support ITES-BPO, but
identifies the IT capabilities needed to support the achievement of specific ITES-BPO capabilities;
— is applicable to the service provider, not to the customer;
— is applicable to all lifecycle processes of ITES-BPO;
— provides guidelines to supplement the ISO/IEC 30105-2 process assessment model, enabling
assessment of process capability of ITES-BPO organizations undergoing digital transformation.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
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
big data
extensive datasets – primarily in the data characteristics of volume, variety, velocity and variability –
that require a scalable technology for efficient storage, manipulation, management, and analysis
Note 1 to entry: Big data is commonly used in many different ways, for example as the name of the scalable
technology used to handle big data extensive datasets.
1
© ISO/IEC 2023 – All rights reserved

---------------------- Page: 7 ----------------------
ISO/IEC DTS 30105-9:2023(E)
[SOURCE: ISO/IEC 20546:2019, 3.1.2, modified — "primarily in the characteristics of volume, variety,
velocity, and/or variability" has been changed to "primarily in the data characteristics of volume,
variety, velocity and variability".]
3.2
cloud computing
paradigm for enabling network access to a scalable and elastic pool of shareable physical or virtual
resources with self-service provisioning and administration on-demand
Note 1 to entry: Examples of resources include servers, operating systems, networks, software, applications, and
storage equipment.
[SOURCE: ISO/IEC 20546:2019, 3.1.3]
3.3
digital ecosystem
distributed, adaptive, open socio-technical system with properties of self-organization, scalability and
sustainability inspired from natural ecosystems
[SOURCE: ISO/TS 18101-1:2019]
3.4
digital transformation
process of profound and radical change through digital technologies (including big data, blockchain,
cloud computing, internet of things, artificial intelligence, analytics, cognitive solutions, etc.) that
orients an organization in a new direction and takes it to an entirely different level of effectiveness,
which is based on analytics of data
3.5
ecosystem
infrastructure and services based on a network of organizations and stakeholders
Note 1 to entry: Organizations can include public bodies.
Note 2 to entry: Stakeholders can include customers, suppliers and partners.
[SOURCE: ISO/IEC TS 27570:2021, modified — Note 2 to entry has been added.]
3.6
robotic process automation
RPA
use of software to perform repetitive, high-volume, rule-based business processes or tasks, emulating
human actions
4 Digital transformation essentials
4.1 General
The certainty of digital influence is expected to intensify across all industries. Data explosion, digital
disruption and customer experience are the key drivers for digital transformation.
— Data explosion: there has been an explosion in the type and range of data available. The ability
to make data-driven and predictive decisions has become the top driver impacting businesses.
However, while significant amounts of data are derived from an ITES-BPO organization's daily
operations, this is often overlooked, unstructured and inaccessible. This has created opportunities
for ITES-BPO organizations to improve the quality and speed of their business decisions.
— Digital disruption: ITES-BPO organizations face competitive disruption from new entrants and
concern about this drives the investments in digital technology. However, digital disruption should
2
  © ISO/IEC 2023 – All rights reserved

---------------------- Page: 8 ----------------------
ISO/IEC DTS 30105-9:2023(E)
not be viewed as a threat. The opportunities which arise from digital transformation outweigh the
threat for a high percentage of ITES-BPO organizations.
— Customer experience: recognizing that a service user's experience with technology can significantly
impact customer retention, ITES-BPO organizations are seeking to provide solutions that will
enable seamless service user engagement across all an organization's functions, such as human
resources, finance or supply chain. The need for a comprehensive service user engagement strategy
has emerged as the top digital technology investment driver.
4.2 Digital transformation essentials in ITES-BPO industry
To adapt to such digital influence and drivers as described in 4.1, ITES-BPO organizations should
investigate and define the implementation path for achieving digital transformation. The following
seven key essentials should be considered:
— Developing digital strategy and strategic objectives: embedded within the overall business strategy,
ITES-BPO organizations should identify how technology will be used to transform the business
model to increase the organizational competitive advantage. External market environment
and competitive capability analysis should be conducted on an ITES-BPO organization’s digital
capabilities in order to serve as the basis for developing a sustainable digital strategy.
— Establishing effective governance and management of the transformation processes: to assure
the success of digital transformation of ITES-BPO organizations, ensure the objectives of digital
transformation remain valid, risks, problems and opportunities are identified.
— Involving and engaging customers during the digital transformation process: engagement during
planning should consider customer requirements and dependencies. User-centred design enables
collaboration with customers and service users to deliver solutions and services that most effectively
meet their needs. It addresses the user experience in order to deliver value to users and consequently
to the business itself. An agreed approach to change management should ensure all changes from
digital transformation are assessed, approved and implemented in a controlled manner. A planned
approach to communications and customer relations management should ensure that customers
and services users are kept aware of any changes that impact them, and include mechanisms to
ensure that reviews and feedback from ITES-BPO organization's customers and service users
regarding digital transformation initiatives are collected and analysed for further improvements
upon digital initiatives.
— Establishing the organizational culture and structuring for digital transformation: ITES-BPO
organizations should define and develop the culture and structure needed to support innovation.
This includes innovation objectives, the mechanism for funding, oversight of innovation activities
and a work environment that fosters innovation. Innovative talent is the centre of ITES-BPO
organizations which are established for digital transformation.
— Transforming operations in a digital way: creating new or modifying existing operational processes
and tasks in ITES-BPO organizations, using digital technologies to achieve business efficiency and
effectiveness, and to develop new products or services.
— Reinforcing the transforming technology infrastructure: in developing the digital transformation
strategy, consideration should be given to the technology trends. This includes a data-driven
backbone, applied intelligence and cloud computing. This should be subject to periodic review.
Data is poised to become the real lifeblood and currency for ITES-BPO organizations. Those that
can master the data volume, velocity and variability will be best-positioned for success. Data-
driven decisions leverage data insights and predictions to inform and validate decisions to optimize
performance and achievement of business goals.
Automation, analytics and AI are at the intersection of ITES-BPO business and process
transformation in terms of applied intelligence. Expanding over time, other emerging change agents
such as block chains and Internet of Things (IoT) will become mature and will be intersected with
these three.
3
© ISO/IEC 2023 – All rights reserved

---------------------- Page: 9 ----------------------
ISO/IEC DTS 30105-9:2023(E)
Cloud computing is the enabler and foundation tying together all the ingredients of intelligent
operations. It facilitates better integration of diverse data and can scale up and down as needed.
Cloud-computing-based solutions are helping integrate insights across industry and cloud-based
application platforms bring even more power to help companies move toward an as-a-service
environment.
— Establish a partnership ecosystem: partner or supplier relationships should be established to
strengthen the digital capabilities of ITES-BPO organizations. Such arrangements can bring
complementary skillsets and more diverse data that foster continuous evolution instead of one-time
project-focused improvements and that drive innovation.
5 ITES-BPO in digital transformation
5.1 General
Disruptive and transformative factors across value chains and outsourcing ecosystems require
the business process outsourcing industry to adapt. The focus in the industry is shifting from a cost
reduction proposition to a broader value proposition. During such changing process, the interests from
different stakeholders should be considered and the dynamics of marketplace drivers in ITES-BPO
should be outlined. This serves as the basis for ITES-BPO organizations to improve the digital maturity
level.
5.2 Different stakeholders’ interest on digital transformation
All levels of an ITES-BPO organization’s customer and its service users are key stakeholders of the
process lifecycle. They have different interests and perspectives that should be considered for digital
transformation.
— Customer: improved effectiveness in new product and service development; enhanced customer
relationships leading to service user’s retention, advocacy and growth; business platform’s
operations better support the organization’s strategy. Customers fund the service development and
on-operations. Therefore, as a result of any process update, including any digital transformation
they want a more effective (greater value), more efficient (fewer service user actions) and reduced
cost service.
— ITES-BPO organization: optimized processes to reduce cost; established value-based relationships;
adopted technologies, responsive and adapted processes to respond to changing customer
requirements; strengthened capability to find new opportunities.
— Service users: product or service designed in line with identified potential needs; optimized and
seamless interaction process to improve the sales conversion rate; creating customized experiences
at each touchpoint of a service user’s experience journey; ease of use and availability of the service.
5.3 The drivers of digital transformation
The BPO industry will continue to thrive and show an upward trend, which will be driven by cost
optimization, competitive advantages and disruptive technologies. The three accumulative drivers
shape the path for an ITES-BPO organization to augment its competitiveness in the industry.
— Cost optimization: traditionally, the practice of ITES-BPO has long been adopted by organizations to
achieve cost reduction through labour arbitrage and retain focus on core competencies. Customers
and vendors cite a focus on core business functions and cost reduction, respectively, as the primary
benefits behind outsourcing spending decisions.
— Competitive advantages: in recent years, an achievement of a multitude of strategic objectives has
been highly expected from the marketplace beyond just cost. While cost remains a key driver, the
ability for organizations to keep up and stay relevant in the modern age of disruption has become
equally critical.
4
  © ISO/IEC 2023 – All rights reserved

---------------------- Page: 10 ----------------------
ISO/IEC DTS 30105-9:2023(E)
— Disruptive technologies: technologies are changing at an accelerated speed. The advent and
adoption of new disruptive technologies, is now enabling organizations to formulate disruptive BPO
solutions to achieve both core cost reduction and new strategic imperatives. Organizations across
the industry are recognizing the importance of technology as a means to achieving these benefits.
Moreover, a higher percentage of Shared Service Centres and Global Business Service Centres are
considering adopting disruptive solutions to drive performance, improve time to marketplace, and
increase product and service innovation.
Cloud computing is, and has been by far, the most transformative to date among all new disruptive
technologies observed in the BPO industry. Most notably, business process as a service (BPaaS)
enabled BPO, is emerging in traditional BPO services, demonstrating an aggressive growth trend
that parallels the growth of the BPO marketplace.
Robotic process automation (RPA) is a widely adopted emerging technology across the BPO
industry, alongside cloud computing, which involves automating actions taken based on decision
data available.
AI is a nascent driver in the BPO industry, which includes but is not limited to cognitive computing,
machine learning, computer vision, deep learning and natural language processing. Such
technologies have the potential to improve productivity, ease decision making and interactions,
and enable a new field of innovative services.
Block chains, IoT and other nascent technologies should be taken into consideration. For instance,
digital twins based on IoT, machine learning combined with big data and AI can provide live reports
containing key performance indicators.
6 Guidance on process capability assessment for digital transformation
6.1 General
Digital transformation has been significantly impacting the way ITES-BPO organizations operate
their business. Therefore, improving the digital maturity of the organization is a fundamental path to
sustain
...