ISO/IEC JTC 1/SC 40/WG 3 - IT-enabled services / Business process outsourcing

This document specifies a continual performance improvement (CPI) methodology and its major elements, which extend the already-defined continual improvement process (TEN8) in ISO/IEC 30105-1. This document helps ITES-BPO service providers to improve their performance by assessing service delivery. This document does not define technologies and tools for implementing the CPI methodology.

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.

This document provides guidance on risk management practices for the IT enabled services-business process outsourcing (ITES-BPO) service provider for the outsourced business processes. It provides guidance for planning, establishing, implementing, operating, monitoring, reviewing, maintaining and improving the risk management framework for the ITES-BPO services. This document: — covers IT enabled business processes that are outsourced; — is applicable to the service provider; — is applicable to all lifecycle processes of ITES-BPO; — is not intended to cover IT services. The guidelines in this document align to ISO 31000, elaborating the risk principles, risk management framework and risk management process from an ITES-BPO perspective.

This document presents an exemplar for maturity assessment, following the framework for assessment of process capability levels and measurement of an organization's maturity level for an ITES-BPO service provider. This document: — uses the set of indicators for process performance and process capability; — helps to collect the objective evidence that enables an assessor to determine the process ratings; — helps to assess the result of the process capability level; — serves as a measurement framework for processes and provides an organization maturity model for ITES-BPO organizations delivering the services; — is useful for all users of the ISO/IEC 30105 series, including but not limited to internal assessors, external assessors, ITES-BPO service providers and ITES-BPO service customers; — supports the performance assessment by providing a framework to measure and derive capability and organization maturity levels.