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GB/T 42749.2-2023 English PDF

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

Standard ID	USD	BUY PDF	Lead-Days	Standard Title (Description)	Status
GB/T 42749.2-2023	1979	Add to Cart	10 days	Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 2: Process assessment model(PAM)	Valid

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Basic data

Standard ID: GB/T 42749.2-2023 (GB/T42749.2-2023)
Description (Translated English): Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 2: Process assessment model(PAM)
Sector / Industry: National Standard (Recommended)
Classification of Chinese Standard: L77
Classification of International Standard: 35.080
Word Count Estimation: 98,938
Date of Issue: 2023-05-23
Date of Implementation: 2023-12-01
Issuing agency(ies): State Administration for Market Regulation, China National Standardization Administration

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

---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
ICS 35:080 CCSL77 National Standards of People's Republic of China Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process Part 2: Process Assessment Model (PAM) (ISO /IEC 30105-2:2016, MOD) Released on 2023-05-23 2023-12-01 implementation State Administration for Market Regulation Released by the National Standardization Management Committee

Preface I Introduction III 1 Scope 1 2 Normative references 1 3 Terms and Definitions 1 4 Process Evaluation Model 1 4:1 Overview 1 4:2 ITES-BPO Process Evaluation Model Structure 2 4:3 Evaluation Indicators 4 4:4 Process Capability Measurement 6 5 Process Performance Indicators (Level 1) 7 5:1 General 7 5:2 Basic practices and work outputs in the ITES-BPO life cycle process 7 6 Process Capability Index (Level 1~5) 44 6:1 Overview 44 6:2 Process Capability Levels and Process Capability Characteristics 44 Appendix A (Informative) Compliance of Process Assessment Model 59 Appendix B (Informative) Work Output Characteristics 63 References 93

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: 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:, Golden Tax Information Technology Service Co:, Ltd:, Dalian Software Industry Association, Escort Technology Co:, Ltd:, Beijing CCID Certification Center Co:, Ltd:, China Electronics Standardization Institute, Shanghai Xi'an Technology Co:, Ltd: Beijing Branch, CLP Jinxin Digital Technology Group Co:, Ltd:, Xintongda Intelligent Technology Co:, Ltd:, Lu'an Municipal People's Hospital, Guangzhou Quantou Network Technology Co:, Ltd:, Beijing Zechuang Tiancheng Technology Development Co:, Ltd:, Beijing Hezhongning Information Technology Co:, Ltd: Co:, Ltd:, Heilongjiang Cyberspace Research Center, Chengdu Big Data Center, Guangzhou Saibao Certification Center Service Co:, Ltd:, Dalian Huaxin Computer Technology Co:, Ltd:, Hubei Software Industry Association, Xinjiang Uygur Autonomous Region Software Industry Association, Chengdu Taiyi Chain Technology Co:, Ltd: Company, Beijing DXW Information Technology Service Co:, Ltd: The main drafters of this document: Wang Xiaoping, Huang Mofei, Xiong Jiansong, Yin Hong, Liu Hong, Ma Lie, Yu Hao, Chen Ximin, Bai Lu, Hou Jun, Wang Yeping, Zhao Zhenwen, Han Mo, Dong Lei, Zeng Linghao, Zhang Zhaoyuan, Zhang Mingying, Qi Yufeng, Tian Mengqin, Yu Qing, Gu Juntao, Dan Qiang, Wang Meng, Liang Xiaoyan, Zhao Shining, Yang Jun, Zhang Qi, Tang Wei, Wu Peng, Liu Liang, Ge Lei, Yang Quan, 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 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 ......

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Question 1: How long will the true-PDF of GB/T 42749.2-2023_English be delivered?

Answer: Upon your order, we will start to translate GB/T 42749.2-2023_English as soon as possible, and keep you informed of the progress. The lead time is typically 6 ~ 10 working days. The lengthier the document the longer the lead time.

Question 2: Can I share the purchased PDF of GB/T 42749.2-2023_English with my colleagues?

Answer: Yes. The purchased PDF of GB/T 42749.2-2023_English will be deemed to be sold to your employer/organization who actually pays for it, including your colleagues and your employer's intranet.

Question 3: Does the price include tax/VAT?

Answer: Yes. Our tax invoice, downloaded/delivered in 9 seconds, includes all tax/VAT and complies with 100+ countries' tax regulations (tax exempted in 100+ countries) -- See Avoidance of Double Taxation Agreements (DTAs): List of DTAs signed between Singapore and 100+ countries

Question 4: Do you accept my currency other than USD?

Answer: Yes. If you need your currency to be printed on the invoice, please write an email to Sales@ChineseStandard.net. In 2 working-hours, we will create a special link for you to pay in any currencies. Otherwise, follow the normal steps: Add to Cart -- Checkout -- Select your currency to pay.