Standards Australia has adopted the international standards for IT-enabled services business process outsourcing (ITES-BPO)—, Information technology–ITES-BPO lifecycle processes.
The AS ISO/IEC 30105 series can improve consistency, delivery quality, and predictability in the delivery of ITES-BPO services. The standards aim to provide return on investment for customers and service providers.
The five-part series covers the entire ITES-BPO lifecycle:
- Part 1: Process reference model
- Part 2: Process assessment model
- Part 3: Measurement framework and organization maturity model
- Part 4: Terms and concepts
- Part 5: Guidelines
The standards were originally developed by the international committee ISO/IEC JTC 1/SC 40, IT Service Management and IT Governance, before being adopted by the Australian committee IT-030, ICT Governance and Management.
Jan Begg, chair of both committees, said “The global BPO market is reaching close to USD $200 billion and research shows inconsistency and unreliability in supplier services is decreasing business value.
“Customers today are demanding not only lower costs, but also increasing levels of innovation and performance,” Begg said.
“These international standards are the culmination of seven years of work and the collective wisdom of industry, research, academic and expert representatives from at least 11 countries. Australian experts have been active supporters of this project given the market need and complexity of multiple supplier contracts.
“I am hopeful that organizations will see the clear focus on the delivery of business value and adopt these standards.”