GB/T 42749.1-2023Information technology - IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes - Part 1: Process reference model (PRM) (English PDF)

Foreword

This document was issued on 23 May 2023 by the State Administration for Market Regulation; Standardization Administration of the PRC and takes effect on 1 December 2023.

It is a GB/T standard: recommended rather than compulsory, but it is the text a Chinese reviewer applies when assessing a submission.

It is classified under ICS 35.080, Chinese classification L77.

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for Standardization Work Part 1. Structure and Drafting Rules for Standardization Documents"

drafting.

This document is the first part of GB/T 42749 "Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process"

part. GB/T 42749 has issued the following parts.

--- Part 1. Process Reference Model (PRM);

--- Part 2. Process Assessment Model (PAM);

--- Part 3. Measurement Framework (MF) and Organizational Maturity Model (OMM);

--- Part 4. Terms and concepts;

--- Part 5. Guidelines.

This document is modified to adopt ISO /IEC 30105-1.2016 "Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Survival

Cycle Process Part 1. Process Reference Model (PRM).

Compared with ISO /IEC 30105-1.2016, this document has made the following structural adjustments.

--- The structure of Chapter 4 has been adjusted to distinguish the requirements, elements and classifications of the process description.

The technical differences between this document and ISO /IEC 30105-1.2016 and their reasons are as follows.

--- Replaced ISO /IEC 30105-4 (see Chapter 3) with the normatively quoted GB/T 42749.4-2023 to adapt to my country's technical standards

Technical conditions, increase operability;

--- Deleted the normative reference documents ISO /IEC TR20000-10, ISO /IEC 33001 (see Chapter 3) to adapt to my country's technical

technical conditions and increase operability.

The following editorial changes have been made to this document.

---Move the relationship diagram between the various parts of the standard to the introduction;

--- Added descriptions of all processes in Chapter 5;

--- All tables in Chapter 5 have added corresponding numbers.

Please note that some contents of this document may refer to patents. The issuing agency of this document assumes no responsibility for identifying patents.

This document is proposed and managed by the National Information Technology Standardization Technical Committee (SAC/TC28).

This document is drafted by. Neusoft Group Co., Ltd., Neusoft Cloud Technology Co., Ltd., Escort Technology Co., Ltd., Dalian Software

Industry associations, Golden Tax Information Technology Service Co., Ltd., Beijing CCID Certification Center Co., Ltd., China Electronics Standardization Institute,

China Power Jinxin Digital Technology Group Co., Ltd., Xintongda Intelligent Technology Co., Ltd., Shanghai Xi'an Technology Co., Ltd. Beijing Branch, Lu'an

Municipal People's Hospital, Guangzhou Quantou Network Technology Co., Ltd., Beijing Zechuang Tiancheng Technology Development Co., Ltd., Cyberspace Research in Heilongjiang Province

Center, Chengdu Big Data Center, Dalian Huaxin Computer Technology Co., Ltd., Guangzhou Saibao Certification Center Service Co., Ltd., Beijing and

Zhongning Information Technology Co., Ltd., Hubei Software Industry Association, Xinjiang Uygur Autonomous Region Software Industry Association, DXNW Information Technology Co., Ltd.

Technology Service Co., Ltd., Chengdu Taiyi Chain Technology Co., Ltd.

The main drafters of this document. Wang Xiaoping, Huang Mofei, Yin Hong, Liu Hong, Ma Lie, Xiong Jiansong, Yu Hao, Bai Lu, Hou Jun, Wang Yeping, Chen Ximin,

Zhao Zhenwen, Han Mo, Qi Yufeng, Tian Mengqin, Zeng Linghao, Zhang Zhaoyuan, Yu Qing, Wang Meng, Gu Juntao, Dan Qiang, Dong Lei, Liang Xiaoyan, Zhao Shining, Yang Jun,

Zhang Qi, Zhang Mingying, Yang Quan, Wu Peng, Ge Lei, Tang Wei, Wang Xin.

Introduction

ITES-BPO services include the business outsourcing process of assigning one or more IT enabling services to the service provider, and the service provider communicates with

Provide services with appropriate technology. The service provider is responsible for managing, delivering, improving and executing outsourced services according to predetermined measurable performance indicators

business process. ITES-BPO services cover diverse business processes such as finance, people management, administration, medical care, banking and

Financial services, supply chain management, hospitality and tourism, media, market research, data analysis, telecommunications, production and processing, etc. These services will provide global

Provide business solutions to customers and form an integral part of the customer's core service delivery chain.

GB/T 42749 specifies the requirements for the life cycle process in the ITES-BPO service industry.

---From the perspective of service providers who perform ITES-BPO services for customers, it provides information applicable to all parties in the ITES-BPO service industry

A standard applicable to any service provider who provides ITES-BPO services to clients under contract in different industries;

--- Covers the entire life cycle of ITES-BPO services, and clarifies the process of good practice;

---Improvement standard, the service provider who implements ITES-BPO service can conduct process capability gap assessment and

Improve;

---Universal standard, applicable to all types and properties of ITES-BPO services;

---Bring clear return on investment to customers and service providers;

--- Improve the consistency, quality and predictability of service delivery.

The main institutions involved in ITES-BPO services and their relationships are shown in Figure 1, including customers, service providers and suppliers at all levels

business. This is basically consistent with the supply chain relationship described in 8.3 of ISO /IEC .20000-1.2018.

Figure 1 Main institutions of ITES-BPO

See Figure 2 for the description of the relationship between the various parts of GB/T 42749.

Figure 2 Relationship between various parts of GB/T 42749

The process objectives detail the results of a successful process implementation and deliver a return on investment for stakeholders; the process outcomes are the observable results of the implementation

The results are matched with the business benefits obtained by customers and service providers.

The capability model of GB/T 42749.2-2023 is based on the process capability measurement framework defined in GB/T 42749.3-2023. through the adoption process

A complete index set of performance and process capability, which extends the ITES-BPO process reference model and process capability measurement framework.

GB/T 42749.3-2023 defines the process capability measurement framework and organizational maturity model, which is used to evaluate process capability level and organizational composition

The maturity level clarifies the assessment method, which is helpful for organizations to use the model for process capability level and organizational maturity level assessment.

GB/T 42749.4-2023 defines the terms and concepts of GB/T 42749 and describes the relationship between each part, for process tailoring and application

Provide guidelines to help users understand and apply GB/T 42749.

GB/T 42749.5-2023 provides guidance for the use of GB/T 42749, and also provides guidance for process capability gap assessment.

Assists organizations in process capability gap assessment and process improvement.

GB/T 42749 specifies the process requirements for the service provider to implement the ITES-BPO life cycle. It defines the planning, establishing, implementing

The process of implementing, operating, monitoring, reviewing, maintaining and improving its services.

Information Technology IT Enablement Service Business Process Outsourcing

(ITES-BPO) Life Cycle Process

Part 1. Process Reference Model (PRM)

1 Scope

GB/T 42749.1-2023 is the part of the series that defines the process reference model for IT enabled services business process outsourcing, setting out the purpose, the outcomes and the relationships of the processes an outsourced service passes through over its life cycle. Clause 4 fixes what a process description has to contain — the elements of the description and the process categories — so that models written by different organizations can be compared rather than merely read. Clause 5 then names the processes themselves in eight groups: strategy driven, relationship management, solution, move into, service delivery, move out, tactic implementation and operation implementation. Appendix A records conformity with ISO/IEC 33004:2015, which matters because a reference model that does not meet those requirements cannot serve as the basis of a process capability assessment. The weak points of an outsourcing arrangement usually sit at its edges, which is why the move into and move out processes are named separately: that is where data, knowledge and responsibility change hands, and an undocumented handover leaves the buyer unable to run the work itself or move it to another provider. Written for service providers building or assessing their delivery processes, for the client organizations that audit them, and for assessors carrying out capability evaluations.

This document establishes the process reference model of ITES-BPO throughout the life cycle, defines the content, purpose, results and

relationship between processes.

This document is applicable to the service provider to understand all similar and related processes for ensuring service integrity within the ITES-BPO life cycle

process definition.

2 Normative references

The contents of the following documents constitute the essential provisions of this document through normative references in the text. Among them, dated references

For documents, only the version corresponding to the date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to

this document.

GB/T 42749.4-2023 Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process No. 4

Part. Terminology and concepts (ISO /IEC 30105-4.2022, IDT)

ISO /IEC 33004.2015 Information technology process assessment process reference, process assessment and maturity model (Information

ritymodels)

3 Terms and Definitions

The terms and definitions defined in GB/T 42749.4-2023 apply to this document.

4 General requirements of the process reference model

4.1 Basic requirements of the process reference model

ISO /IEC 33004.2015 requires that the processes covered in the process reference model shall meet the following requirements, appendix A according to

ISO /IEC 33004.2015 provides detailed requirements.

The process description meets the following requirements.

a) the process shall be described in terms of its purpose and outcomes;

b) the process outcome should be sufficient and necessary;

c) The process quality characteristics shall be described based on the framework of ISO /IEC 33003.2015.

4.2 Elements of a process description

The elements of the process description in the process reference model include.

a) Name. The process name is a short noun phrase that can summarize the scope of the process and identify the main content of the process to distinguish it from the process reference