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BS ISO/IEC 30105-2:2016

BS ISO/IEC 30105-2:2016

$215.11

Information technology. IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes – Process assessment model (PAM)

Published By Publication Date Number of Pages
BSI 2016 126
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PDF Catalog

PDF Pages PDF Title
6 Foreword
7 Introduction
9 1 Scope
2 Normative references
3 Terms and definitions
10 3.1 General
3.2 Structure of the ITES-BPO process assessment model
3.2.1 Relationship to process reference model
3.2.2 Process categories and processes
12 3.2.3 Process dimension
3.2.4 Capability dimension
14 3.3 Assessment indicators
3.3.1 Overview
15 3.3.2 Process capability indicators (PCI)
17 3.3.3 Process performance indicators (PPI)
3.4 Measuring process capability
19 4 Processes and process performance indicators (level 1)
4.1 General
4.2 Base practices (BPs) and work products (WPs) for ITES-BPO lifecycle processes
4.2.1 Strategic enablement processes
22 4.2.2 Relationship processes
25 4.2.3 Solution processes
27 4.2.4 Transition in processes
36 4.2.5 Service delivery processes
41 4.2.6 Transition out process
43 4.2.7 Tactical enablement processes
52 4.2.8 Operational enablement processes
62 5 Process capability indicators (levels 1 to 5)
5.1 General
5.2 Process capability levels and process attributes
63 5.2.1 Process capability level 0: Incomplete process
5.2.2 Process capability level 1: Performed process
5.2.3 Process capability level 2: Managed process
68 5.2.4 Process capability level 3: Established process
72 5.2.5 Process capability level 4: Predictable process
76 5.2.6 Process capability level 5: Innovating process
81 AnnexĀ A (informative) Conformity of the process assessment model
85 AnnexĀ B (informative) Work product characteristics
119 AnnexĀ C (informative) Correlation between ISO/IECĀ 20000 and ISO/IECĀ 30105
123 Bibliography

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BS ISO/IEC 30105-2:2016
$215.11