ISO/IEC DIS 30105-1

Description / Abstract: This part of ISO/IEC 30105 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 part of ISO/IEC 30105:

a) covers IT enabled business processes that are outsourced;

b) is not intended to cover IT services but includes similar, relevant process for completeness;

c) is applicable to the service provider, not to the customer;

d) is applicable to all lifecycle processes of ITESBPO;

e) serves as a process reference model for organizations providing ITESBPO services.

The ITESBPO lifecycle process categories. It includes all aspects of an ITESBPO outsourced service, from developing an ITESBPO solution through service delivery and to transitioning out. It includes the leadership, relationship management and enabling processes which support the outsourced business across its lifecycle. The ITESBPO processes and the categories described in Figure 2 are not based on any of particular service providers and it is not mandated to implement them.

The ITESBPO process categories are:

- Leadership processes: includes strategic direction and review of the business performance against plan for the service provider organization;

- Relationship processes: covers the relationship of the service provider with the customer and the suppliers;

- Solution processes: includes details on how the ITESBPO solution is envisaged and the contract developed and managed;

- Transition in processes: covers the movement of processes from the customer to the service provider, establishing the required management, people and infrastructure capability, and concluding with piloting the transitioned process;

- Service delivery processes: includes all the processes that are required for the day to day management of the ITESBPO delivery of services;

- Transition out process: covers the movement of the business process delivery back to the customer or to a different service provider;

- Enabling processes: involves a set of processes that are not the core service delivery processes, however are required for successful functioning of the service delivery.