ISO/IEC 30105-8:2022

INTERNATIONAL ISO/IEC
STANDARD 30105-8
First edition
2022-12
Information technology — IT
Enabled Services-Business Process
Outsourcing (ITES-BPO) lifecycle
processes —
Part 8:
Continual performance improvement
(CPI) of ITES-BPO
Technologies de l'information — Processus du cycle de vie de la
délocalisation du processus d'affaires des services activés par IT —
Partie 8: Amélioration continue des performances de la délocalisation
du processus d'affaires des services activés par IT
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 and definitions . 1
4 CPI interrelationship with the ISO/IEC 30105-1 process reference model (PRM) and
the ISO/IEC 30105-2 process assessment model (PAM) . 2
4.1 General . 2
4.2 CPI, PRM and PAM . 2
5 CPI components .4
5.1 General . 4
5.2 Performance criteria for ITES-BPO services . 4
5.2.1 Criticality of root cause of issues and threats . 4
5.2.2 Defining service performance criteria . 5
5.2.3 Informative case study: service performance criteria determination . 6
5.3 CPI assessment: lifecycle continual performance improvement (LCPI) method .12
5.4 CPI repository . 13
6 CPI methodology for ITES-BPO service providers .13
6.1 General .13
6.2 Steps and activities .13
6.2.1 Steps . 13
6.2.2 Step 1: assessing ITES-BPO service delivery . 14
6.2.3 Step 2: selecting issues and threats. 14
6.2.4 Step 3: processing issues and threats . 15
6.2.5 Step 4: improving ITES-BPO service delivery . 16
7 Implications of implementing CPI methodology in an ITES-BPO continual
improvement process (TEN8) .16
7.1 General . 16
7.2 New WPs provided by the CPI methodology . 16
7.3 Existing WPs essential for the CPI methodology . 17
7.4 Updated BPs and WPs for the CPI methodology . 19
7.5 Other ITES-BPO processes using CPI WPs as inputs or outputs . 20
Bibliography .25
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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).
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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 2022 – 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 finance, human resource management, administration,
healthcare, 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.
ISO/IEC 30105-1 defines more than 30 business processes for the ITES-BPO industry, including the
TEN8 continual improvement process. The continual improvement process has been further elaborated
in this document for ITES-BPO service providers who want to effectively achieve business service
performance goals by implementing the continual performance improvement (CPI) methodology.
The CPI methodology consists of a CPI repository (see 5.4) and an assessment method for ITES-
BPO service delivery (see 5.3), based on identified service performance criteria (see 5.2). The CPI
methodology results in an assessment score for the ITES-BPO service delivery that supports the
prioritization of business service performance improvement opportunities. Through the successful
implementation of the CPI methodology, with additional base practices and work products or
characteristics of work products from service delivery execution, service delivery reporting, solution
development, change management, audit management and continual improvement, ITES-BPO service
providers will be able to enjoy the following benefits:
a) identification and actioned analyses of improvement opportunities;
b) planning and implementation of continual improvement programmes;
c) selection of specific objectives and goals for the programme based on priority and value added;
d) monitoring and review of programmes against objectives;
e) communication of progress to relevant stakeholders;
f) involvement of the customer organization as appropriate;
g) analysis and reporting on the impact of changes, issues, threats and improvements on continual
improvement policy and measures.
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© ISO/IEC 2022 – All rights reserved

INTERNATIONAL STANDARD ISO/IEC 30105-8:2022(E)
Information technology — IT Enabled Services-Business
Process Outsourcing (ITES-BPO) lifecycle processes —
Part 8:
Continual performance improvement (CPI) of ITES-BPO
1 Scope
This document specifies a continual performance improvement (CPI) methodology and its major
elements, which extend the already-defined continual improvement process (TEN8) in ISO/IEC 30105-1.
This document helps ITES-BPO service providers to improve their performance by assessing service
delivery.
This document does not define technologies and tools for implementing the CPI methodology.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
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
ITES-BPO service adaptability
degree to which a service can be configured or be modified to meet new needs
Note 1 to entry: Adaptability includes the scalability of internal capacity (e.g. screen fields, tables, transaction
volumes, report formats, etc.).
Note 2 to entry: Adaptations include those carried out by specialized support staff, and those carried out by
business or operational staff, or end users.
Note 3 to entry: If the service is to be adapted by the end user, adaptability corresponds to suitability for
individualization as defined in ISO 9241-110.
[SOURCE: ISO/IEC TS 25011:2017, 3.2.7, modified — "IT" has been replaced by "ITES-BPO" in the
preferred term. "IT service" has been replaced by "service" in the definition and "can configure itself"
has been replaced by "can be configured" in the definition. Notes 1 - 3 to entry have been added.]
3.2
transparency
property of a system or process to imply openness and accountability
[SOURCE: ISO/IEC 27036-3:2013, 3.3]
© ISO/IEC 2022 – All rights reserved

3.3
stability
degree to which a service performs to agreed levels, regardless of its context
Note 1 to entry: The resilience is the capability of a service to perform to agreed level in a disruption context.
Note 2 to entry: The accessibility is the capability of a service to perform to agreed level in a usability context.
3.4
ITES-BPO service reliability
deg
...