ISO/IEC 30105

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ISO/IEC 30105 is the first international standard for the IT Enabled Services – Business Process Outsourcing (ITES-BPO) industry. It was published in November 2016 by ISO/IEC JTC 1/SC 40 (IT Service Management and IT Governance). ISO/IEC 30105 consists of the following five parts:

• ISO/IEC 30105-1 Information technology – IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes – Part 1: Process reference model (PRM)
• ISO/IEC 30105-2 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 3: Measurement framework (MF) and organization maturity model (OMM)
• Information technology – IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes – Part 4: Terms and concepts
• Information technology – IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes – Part 5: Guidelines

ISO/IEC 30105 specifies the lifecycle process requirements involved in the ITES-BPO industry from building strategies, planning, developing solutions, delivering services, and through transitioning out the services. These requirements apply to the service providers that perform outsourced business processes, and are generic, so can be applied to all ITES-BPO services, regardless of type, size and the nature of the services delivered.

ISO/IEC 30105 is designed to enable independent assessment and assurance of an ITES-BPO service provider’s ability to deliver business processes, in terms of process capabilities and maturity levels. It defines good practices and provides standardized terms and concepts for a common understanding across the ITES-BPO industry for customers and service providers.

For organizations that plans to outsource business processes to an external organization, it provides a mechanism to evaluate an external service provider from a fair viewpoint. It can also be used by an organization to evaluate and improve process capabilities and maturity levels within its own organization.

Parts

Part 1: ISO/IEC 30105-1 specifies the process reference model (PRM) in which 32 processes are defined and grouped into 8 process categories. Each process has a process name, its context, purpose, and outcomes. The processes are generic and not based on any particular service provider. Outcomes are aligned to business benefits derived by the customer and service provider.

Part 2: ISO/IEC 30105-2 specifies the process assessment model (PAM) in which process attributes for each process defined in ISO/IEC 30105-1 are defined to determine process capabilities of the organization. Demonstrated process capabilities are evaluated to determine each process capability level:

·     Level 0 (Incomplete process)

·     Level 1 (Performed process)

·     Level 2 (Managed process)

·     Level 3 (Established process)

·     Level 4 (Predictable process)

·     Level 5 (Innovating process).

Part 3: ISO/IEC 30105-3 specifies the measurement framework (MF) and the organization maturity model (OMM) based on the achievement that the organization demonstrates by measuring the process attributes.

As the result of the process attribute ratings, the organization maturity levels are assessed to be one of OMM levels:

·     Level 0 organization “Immature”

·     Level 1 organization “Basic”

·     Level 2 organization “Managed activities”

·     Level 3 organization “Managed organization”

·     Level 4 organization “Strategic alignment”

·     Level 5 organization “Transformational”.    

Part 4: ISO/IEC 30105-4 specifies terms and concepts used in ISO/IEC 30105 Parts 1, 2 and 3. Forty-seven terms are defined and key concepts, such as process dimensions, capability dimensions, assessment indicators. are explained. Part 5: ISO/IEC 30105-5 provides an overview of all Parts, identifies stakeholder impacts and stakeholder value, provides guidance on how to undertake process assessment and determine capability levels and organization maturity, and guidelines on how 30105 can be used to continuously improve organization maturities in a PDCA (Plan-Do-Check-Act) cycle. 

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