ISO/IEC TS 30105-9:2023

TECHNICAL ISO/IEC TS
SPECIFICATION 30105-9
First edition
2023-06
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 9:
Guidelines on extending process
capability assessment for digital
transformation
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par IT —
Partie 9: Lignes directrices relatives à l'extension de l'évaluation des
capacités des processus pour la transformation numérique
Reference number
© ISO/IEC 2023
© ISO/IEC 2023
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© ISO/IEC 2023 – All rights reserved

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Digital transformation essentials . 2
4.1 General . 2
4.2 Digital transformation essentials in ITES-BPO industry . 3
5 ITES-BPO in digital transformation .4
5.1 General . 4
5.2 Different stakeholders’ interest on digital transformation. 4
5.3 The drivers of digital transformation . 4
6 Guidance on process capability assessment for digital transformation.5
6.1 General . 5
6.2 Digital transformation and guidelines for strategic enabling processes . 5
6.3 Digital transformation and guidelines for relationship processes . 7
6.4 Digital transformation and guidelines for solutioning processes . 9
6.5 Digital transformation and guidelines for transitioning processes . 9
6.6 Digital transformation and guidelines for service delivery processes . 10
6.7 Digital transformation and guidelines for tactical enablement processes . 10
6.8 Digital transformation and guidelines in operational enablement processes . 11
Annex A (informative) Use cases — digital transformation in ITES-BPO organization .14
Annex B (informative) Use cases — digital transformation in ITES-BPO business processes .16
Bibliography .20
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© ISO/IEC 2023 – 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 and IT governance.
A list of all parts in the ISO/IEC 30105 series can be found on the ISO and IEC websites.
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 2023 – All rights reserved

Introduction
IT Enabled Services-Business Process Outsourcing (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 service. 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 human resource management, administration,
health care, financial management, supply chain management, travel and hospitality, media, market
research, data analytics, telecommunication, manufacturing, etc. ITES-BPO services provide business
solutions to customers across the globe and form part of the core service delivery chain for customers.
Today, people are surrounded by digitalized products and services. Organizations are faced with
changing expectations, sometimes driven by their competitive environment, and often driven by
the opportunities arising from digital technology and customer expectations. In response to this
environment, most organizations seek business transformation supported by technology.
A successful service delivery can deliver value both for the service provider and the customers. ITES-
BPO customers expect the service provider to have the digital capabilities to support the customers'
business transformation goals. ITES-BPO organizations are also faced with increased competition from
innovative service providers who use digital technology to provide innovative solutions to customer
needs. Managing the dynamic relationship between the service provider and the customers is key for
ITES-BPO organizations embracing the challenge that has arisen from digital transformation. ITES-
BPO organizations with a strong innovative competence are beginning to think in terms of a “proactive
customer experience”: designing customer engagements aligned with personal preferences, based on
a service user’s interactions. To meet the challenges of this environment, an ITES-BPO provider also
requires a programme of digital transformation that ensures it has the digital tools and capabilities
needed to support its customers' transformational strategies.
Digital transformation of ITES-BPO involves reviewing, renewing or substituting the processes involved
in delivering outsourced business processes by an ITES-BPO provider. The overall objective is to
improve the services given to the customers and, when appropriate, offer new services. In many cases,
this will be achieved by using evolving technologies, such as AI (artificial intelligence), IoT (Internet
of Things), and cloud computing. The ability to utilize such technology for digital transformation is
enabled by higher levels of process capability and maturity. This document outlines the improvements
in BPO practices required to achieve such improvements when seeking digital transformation for ITES-
BPO.
The transformation of businesses has significant risk, that needs to be managed, for both the ITES-BPO
service provider and customer organizations seeking to use outsourcing of business processes as part
of their business transformation.
This document provides guidelines for a roadmap that an ITES-BPO organization can adopt to establish
and improve their digital capabilities. It is aligned to the requirements defined in the ISO/IEC 30105
series, enabling them to deliver more added value to their service users. It outlines seven essentials
(4.2) of digital transformation that ITES-BPO organizations should consider.
— Developing a digital strategy and strategic objectives.
— Establishing effective governance and management of the transformation processes.
— Involving and engaging customers during the digital transformation process.
— Establishing the organizational culture and structuring for digital transformation.
— Transforming operations in a digital way.
— Reinforcing the transforming technology infrastructure.
— Establishing an effective partnership ecosystem, in order to achieve the goal of sustainable business
development in the digital era.
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© ISO/IEC 2023 – All rights reserved

In addition, this document gives guidance for ITES-BPO organizations to implement the organization’s
digital transformation.
— It specifies the essentials of digital transformation that ITES-BPO organizations should take into
consideration during the implementation process.
— It describes the key drivers to enhance the digital transformation capabilities of ITES-BPO
organizations.
— It provides guidance to support digital transformation and maturity based on the process reference
model and process assessment model defined in ISO/IEC 30105-1 and ISO/IEC 30105-2, outlining
the outcomes for a digitally transformed ITES-BPO organization’s processes and the corresponding
base practices to achieve such outcomes along with the inputs and outputs.
Annex A and Annex B provide informative use cases.
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© ISO/IEC 2023 – All rights reserved

TECHNICAL SPECIFICATION ISO/IEC TS 30105-9:2023(E)
Information technology — IT Enabled Services-Business
Process Outsourcing (ITES-BPO) lifecycle processes —
Part 9:
Guidelines on extending process capability assessment for
digital transformation
1 Scope
This document specifies the essentials of digital transformations and illustrates the key drivers for
enhancing the digital transformation capabilities of the organization, while taking account of different
stakeholders’ interests. It describes elements that ITES-BPO organizations can include specifically
for digital transformation when implementing the lifecycle processes in the ISO/IEC 30105 series,
and which can assist the organization in achieving their desired process capability levels, hereafter
"maturity levels", as defined by the stakeholders. It provides guidance on process capability assessment
for digital transformation for ITES-BPO organizations. Additionally, this document:
— covers IT enabled business processes that are outsourced;
— is not intended to address the maturity and capability of the IT processes that support ITES-BPO, but
identifies the IT capabilities needed to support the achievement of specific ITES-BPO capabilities;
— is applicable to the service provider, not to the customer;
— is applicable to all lifecycle processes of ITES-BPO;
— provides guidelines to supplement the ISO/IEC 30105-2 process assessment model, enabling
assessment of process capability of ITES-BPO organizations undergoing digital transformation.
2 Normative references
There are no n
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