CAN/CSA-ISO/IEC 30105-3:18

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Overview of measurement framework (MF) and
   organization maturity model (OMM)
5 ITES-BPO measurement framework (MF) for
   process capability
6 Rating and aggregating process attributes
7 Process capability level model - Achievement
   of process capability levels
8 Organization maturity model (OMM)
9 Definition of organization maturity levels
10 Rules for deriving maturity levels from process
  attribute ratings
11 Conditions for inclusion of process areas
Annex A (informative) - Conformity of the measurement
        framework
Annex B (informative) - Conformity of the maturity model
Bibliography

CSA Preface Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T). Scope ISO/IEC 30105 specifies the lifecycle process requirements performed by the IT enabled business process outsourcing service provider for the outsourced business processes. It defines the processes to plan, establish, implement, operate, monitor, review, maintain and improve its services. This document: — covers IT enabled business processes that are outsourced; — is not intended to cover IT services but includes similar, relevant process for completeness; — is applicable to the service provider, not to the customer; — is applicable to all lifecycle processes of ITES-BPO; — serves as a measurement framework for processes and provide an organization maturity model for organizations providing ITES-BPO services that: — conforms to the requirements of ISO/IEC 33003 and ISO/IEC 33004; — supports the performance assessment by providing a framework to measure and derive capability and organization maturity levels.

CSA Preface Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T). Scope ISO/IEC 30105 specifies the lifecycle process requirements performed by the IT enabled business process outsourcing service provider for the outsourced business processes. It defines the processes to plan, establish, implement, operate, monitor, review, maintain and improve its services. This document: — covers IT enabled business processes that are outsourced; — is not intended to cover IT services but includes similar, relevant process for completeness; — is applicable to the service provider, not to the customer; — is applicable to all lifecycle processes of ITES-BPO; — serves as a measurement framework for processes and provide an organization maturity model for organizations providing ITES-BPO services that: — conforms to the requirements of ISO/IEC 33003 and ISO/IEC 33004; — supports the performance assessment by providing a framework to measure and derive capability and organization maturity levels.