ISO/IEC 30105-2:2016 信息技术 服务业务流程外包（ITES-BPO）生命周期流程 第2部分：过程评估模型 （PAM：人口、难民和移民事务局）

标准编号：ISO/IEC 30105-2:2016

中文名称：信息技术 服务业务流程外包（ITES-BPO）生命周期流程 第2部分：过程评估模型 （PAM：人口、难民和移民事务局）

英文名称：Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 2: Process assessment model (PAM)

发布日期：2016-11

标准范围

ISO/IEC 30105-2:20 16规定了由IT支持的业务流程外包服务提供商为外包业务流程执行的生命周期流程要求。它定义了计划、建立、实施、操作、监控、审查、维护和改进其服务的流程。本文件:-涵盖外包的IT支持业务流程；-并非旨在涵盖IT服务，但包括类似的相关流程以确保完整性；-适用于服务提供商，而不是客户；-适用于ITES-BPO的所有生命周期流程；-作为提供ITES-BPO服务的组织的流程评估模型:-符合ISO/IEC 33004的要求；-通过提供用于解释ISO/IEC 24774中定义的过程目的和结果以及ISO/IEC 33020中定义的过程属性的指标来支持绩效评估。过程评估模型由一组过程性能和过程能力的指标组成。这些指标被用作收集客观证据的基础，使评估员能够确定评级。本文件所载的一套指标并不是包罗万象的，也不是完全适用的。应选择适合评估背景和范围的超集和子集。本文件中的流程评估模型面向希望为ITES-BPO生命周期流程选择模型和相关的文档化评估流程的评估发起人和有能力的评估人员，以进行风险确定或流程改进。

ISO/IEC 30105-2:2016 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;- serves as a process assessment model for organizations providing ITES-BPO services that:

• - conforms to the requirements of ISO/IEC 33004;
• - supports the performance assessment by providing indicators for the interpretation of the process purposes and outcomes, as defined in ISO/IEC 24774, and the process attributes, as defined in ISO/IEC 33020.

A process assessment model consists of a set of indicators for process performance and process capability. The indicators are used as a basis for collecting the objective evidence that enables an assessor to determine ratings. The set of indicators included in this document is not intended to be an all-inclusive set nor is it intended to be applicable in its entirety. Supersets and subsets that are appropriate to the context and scope of the assessment should be selected.The process assessment model in this document is directed at assessment sponsors and competent assessors who wish to select a model, and associated documented assessment process, for the ITES-BPO lifecycle processes, for risk determination or process improvement.

标准预览图