GB/T 42749.2-2023Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 2: Process assessment model(PAM) (English PDF)

Foreword

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 second 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 30105-2:2016 "Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Survival Cycle Process Part 2: Process Assessment Model (PAM):

Compared with ISO/IEC 30105-2:2016, this document has made the following structural adjustments:

---4:1, 4:2, 4:3 and 4:4 correspond to 3:1, 3:2, 3:3 and 3:4 in ISO/IEC 30105-2:2016, because they do not belong to terms and definitions righteousness, Chapter 4 is established separately;

--- Chapter 5 corresponds to Chapter 4 of ISO/IEC 30105-2:2016;

--- Chapter 6 corresponds to Chapter 5 of ISO/IEC 30105-2:2016:

The technical differences between this document and ISO/IEC 30105-2:2016 and their reasons are as follows:

--- Replaced ISO/IEC 30105-3 (see 4.2:4) with the normatively quoted GB/T 42749.3-2023 to adapt to my country's technical standards Technical conditions, increase operability;

--- Added normative references GB/T 42749.4-2023, ISO/IEC TR20000-10:2018, ISO/IEC 33001:2015 (see Chapter 3), ISO/IEC 33003:2015 (see 6.1), to adapt to my country's technical conditions and increase operability;

--- Changed the general practice sequence of PA2.1 (see 6.2:3:2), corresponding to Table A:1 of Appendix A;

--- Increased GP2.1:6 (see 6.2:3:2), corresponding to Appendix A Table A:1:

The following editorial changes have been made to this document:

--- Re-edited Table 1 of 4:2:4;

---Add corresponding table numbers to all tables in 5:2;

--- Added Table B:3 (see B:3) to define work output;

--- Deleted Appendix C (informative) "Relationship between ISO/IEC :20000 series standards and ISO/IEC 30105:2016":

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

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

GB/T 42749.1-2023 provides a process reference model, the purpose is to define a set of processes and their process objectives and process results: Pass 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:

model is based on and directly compatible with: The process dimension is provided through the GB/T 42749.1-2023 external process reference model:

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 2: Process Assessment Model (PAM)

1 Scope

This document establishes the process assessment model, specifies the process assessment indicators and process capability characteristics, and is the measurement framework and organization maturity model:

Provides a basis for measurement:

This document is applicable to all similar and related processes of ensuring service integrity within the ITES-BPO life cycle provided by the service provider capacity assessment indicators:

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 42749.3-2023 Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process No: 3 Part: Measurement Framework (MF) and Organizational Maturity Model (OMM) (ISO/IEC 30105-3:2016, MOD) GB/T 42749.4-2023 Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process No: 4 Part: Terms and concepts (ISO/IEC 30105-4:2022, MOD) ISO/IEC TR:20000-10:2018 Information technology service management - Part 10: Concepts and terms (Informationtech-

3 Terms and Definitions

The terms and definitions defined in GB/T 42749.4-2023, ISO/IEC 33001:2015 and ISO/IEC TR20000-10:2015 apply used in this document:

4 Process Evaluation Model

4.1 Overview

In ISO/IEC 33001:2015, a process evaluation model refers to the evaluation of a given process quality based on one or more process reference models:

A model of quantitative properties:

The process assessment model is composed of the process reference model determined in GB/T 42749.1-2023 and the process capability characteristics specified in this document:

It is the basis of the ITES-BPO life cycle process assessment, ensuring the use of common scoring criteria to form the assessment report: process evaluation model