ISO/IEC 30105-4:2022

INTERNATIONAL ISO/IEC
STANDARD 30105-4
Second edition
2022-11
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 4:
Key concepts
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par IT —
Partie 4: Concepts clés
Reference number
© ISO/IEC 2022
© ISO/IEC 2022
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© ISO/IEC 2022 – All rights reserved

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviated terms . 1
3.1 Terms and definitions . 1
3.2 Abbreviated terms . 5
4 Concepts . 6
4.1 General . 6
4.2 ITES-BPO lifecycle process categories . 6
4.3 The assessment framework . 11
4.3.1 ISO/IEC 30105-1 — Process reference model (PRM) . 11
4.3.2 ISO/IEC 30105-2 — Process assessment model (PAM) .13
4.3.3 ISO/IEC 30105-3 — Measurement framework (MF) and organization
maturity model (OMM) . 17
4.3.4 ISO/IEC 30105-4 — Key concepts . 19
4.3.5 ISO/IEC 30105-5 — Guidelines . 19
5 Interrelationship between International Standards .20
Bibliography .21
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© ISO/IEC 2022 – All rights reserved

Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work.
The procedures used to develop this document and those intended for its further maintenance
are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria
needed for the different types of document should be noted. This document was drafted in
accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives or
www.iec.ch/members_experts/refdocs).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents) or the IEC
list of patent declarations received (see https://patents.iec.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see
www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 40, IT Service Management IT Governance.
This second edition cancels and replaces the first edition (ISO/IEC 30105-4:2016), which has been
technically revised.
The main changes are as follows:
— This edition addresses editorial issues in the 1st edition of ISO/IEC 30105-4:2016.
— This edition modifies terms to use the same definition as the source, except for the ones agreed for
modification.
— This edition is revised to contain only those terms that are relevant to ISO/IEC 30105-4.
— The title has been modified from “Terms and concepts” to “Key concepts.”
— “Work product” has been changed to “Information item” by reflecting the term used in
ISO/IEC/IEEE 24774:2021.
A list of all parts in the ISO/IEC 30105 series can be found on the ISO website.
Any feedback or questions on this document should be directed to the user’s national standards
body. A complete listing of these bodies can be found at www.iso.org/members.html and
www.iec.ch/national-committees.
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© ISO/IEC 2022 – All rights reserved

Introduction
ITES-BPO services encompass the delegation of one or more IT enabled business processes to a service
provider who uses appropriate technology to deliver that services. Such a service provider manages,
delivers, improves and administers the outsourced business processes in accordance with predefined
and measurable performance metrics. This covers diverse business process areas such as finance,
human resource management, administration, health care, banking and financial services, supply
chain management, travel and hospitality, media, market research, analytics, telecommunication,
manufacturing, etc. These services provide business solutions to customers across the globe and form
part of the core service delivery chain for customers.
The ISO/IEC 30105 series specifies the lifecycle process requirements involved in the ITES-BPO
industry.
— It provides an overarching standard for all aspects of ITES-BPO industry from the view of the
service provider that performs the outsourced business processes. This is applicable for any ITES-
BPO service provider providing services to customers through contracts and in industry verticals.
— It covers the entire outsourcing lifecycle and defines the processes that are considered to be good
practices.
— It is an improvement standard that enables risk determination and improvement for service
providers performing outsourced business processes.
— It also serves as a PRM for service providers.
— It focuses on IT enabled business processes which are outsourced.
— It is generic and can be applied to all IT enabled business process outsourced services, regardless of
type, size and the nature of the services delivered.
— Process improvements implemented using the ISO/IEC 30105 series can lead to a clear return on
investment for customers and service providers.
— Alignment to the ISO/IEC 30105 series can improve consistency, quality and predictability in
delivery of services.
Figure 1 illustrates the key entities and relationships involved in an ITES-BPO service. It includes the
customer, the ITES-BPO service provider and various levels of suppliers. This is aligned with the supply
chain relationship depicted in ISO/IEC 20000-1:2018, 8.3.1.
Figure 1 — ITES-BPO key entities
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NOTE The ITES-BPO process IDs RLS1, RLS2, SDL3 are shown in Figure 3 — ITES-BPO lifecycle process
categories and processes.
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© ISO/IEC 2022 – All rights reserved

INTERNATIONAL STANDARD ISO/IEC 30105-4:2022(E)
Information technology — IT Enabled Services-Business
Process Outsourcing (ITES-BPO) lifecycle processes —
Part 4:
Key concepts
1 Scope
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.
2 Normative references
There are no normative references in this document.
3 Terms, definitions and abbreviated terms
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1 Terms and definitions
3.1.1
assessment indicator
sources of objective evidence used to support the assessor’s judgement in rating process attributes
Note 1 to entry: Examples include practice, information item, or resource.
[SOURCE: ISO/IEC 33001:2015, 3.3.1]
© ISO/IEC 2022 – All rights reserved

3.1.2
business continuity
capability of an organization to continue the delivery of products and services within acceptable time
frames at predefined capacity to pre-defined performance levels during a period of disruption
[SOURCE: ISO 22301: 2019, 3.3, modified – "at predefined capacity during a disruption" has been
changed to "at predefined capacity to pre-defined performance levels during a period of disruption".]
3.1.3
business process
collection of related, structured activities that produce a specific service or product for a particular
customer
3.1.4
capability dimension
set of elements in a process assessment model explicitly related to the measurement framework for
process capability
3.1.5
defined process
implemented process that is managed and tailored from the organization’s set of standard processes
according to the organization’s tailoring guidelines
Note 1 to entry: A defined process has a process description, inputs/outputs, measures, and other process
improvement information to the organization’s process assets. A project’s defined process provides a basis for
planning, performing, and improving the project’s tasks and activities of the project.
[SOURCE: ISO/IEC 33001:2015, 3.1.2]
3.1.6
infrastructure
hardware, software, working environment and controls to support business process outsourcing
3.1.7
innovation
new or changed entity, realizing or redistributing value
Note 1 to entry: Value is relative to, and determined by, the perception of the organization (3.1.10) and relevant
interested parties.
Note 2 to entry: An innovation can be a product, service, process (3.1.13), model, method, etc.
Note 3 to entry: Innovation is an outcome. The word “innovation” sometimes refers to activities or processes
resulting in, or aiming for, innovation. When “innovation” is used in this sense, it should always be used with
some form of qualifier, e.g. “innovation activities”.
Note 4 to entry: For the purpose of statistical measurement, refer to the Oslo Manual 2018, 4th edition, by OECD/
Eurostat. See Annex B.2 for a comparison between the definitions of innovation by ISO and the OECD/Eurostat.
[SOURCE: ISO 56000:2020, 3.1.1]
3.1.8
maturity model
model derived from one or more specified process assessment model(s) that identifies the process sets
associated with the levels in a specified scale of organizational process maturity
[SOURCE: ISO/IEC 33001:2015, 3.3.7]
3.1.9
objective evidence
data supporting the existence or veracity of s
...