ISO/IEC 30105-3:2016

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

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ISO/IEC 30105-3:2016(E)

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ii © ISO/IEC 2016 – All rights reserved

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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 .
...