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GB/T 42749.1-2023: Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 1: Process reference model(PRM)
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Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 1: Process reference model(PRM)
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GB/T 42749.1-2023
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Basic data | Standard ID | GB/T 42749.1-2023 (GB/T42749.1-2023) | | Description (Translated English) | Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 1: Process reference model(PRM) | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | L77 | | Classification of International Standard | 35.080 | | Word Count Estimation | 25,284 | | 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 42749.1-2023: Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 1: Process reference model(PRM)
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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 1: Process Reference Model (PRM)
(ISO /IEC 30105-1:2016, MOD)
Released on 2023-05-23
2023-12-01 Implementation
State Administration for Market Regulation
Released by the National Standardization Management Committee
table of contents
Preface III
Introduction IV
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 General requirements of process reference model 1
4:1 Basic requirements of the process reference model 1
4:2 Elements of process description 1
4:3 Process category 2
5 Process Reference Model 3
5:1 Strategy Driven Process 3
5:2 Relationship Management Process 4
5:3 Solution Process 5
5:4 Move into Process 6
5:5 Service Delivery Process 8
5:6 Move out of process 10
5:7 Tactic implementation process 10
5:8 Operation Implementation Process 13
Appendix A (Informative) ISO /IEC 33004:2015 Declaration of Conformity 17
Reference 19
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 first 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 30105-1:2016 "Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Survival
Cycle Process Part 1: Process Reference Model (PRM):
Compared with ISO /IEC 30105-1:2016, this document has made the following structural adjustments:
--- The structure of Chapter 4 has been adjusted to distinguish the requirements, elements and classifications of the process description:
The technical differences between this document and ISO /IEC 30105-1:2016 and their reasons are as follows:
--- Replaced ISO /IEC 30105-4 (see Chapter 3) with the normatively quoted GB/T 42749:4-2023 to adapt to my country's technical standards
Technical conditions, increase operability;
--- Deleted the normative reference documents ISO /IEC TR20000-10, ISO /IEC 33001 (see Chapter 3) to adapt to my country's technical
technical conditions and increase operability:
The following editorial changes have been made to this document:
---Move the relationship diagram between the various parts of the standard to the introduction;
--- Added descriptions of all processes in Chapter 5;
--- All tables in Chapter 5 have added corresponding numbers:
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:, Escort Technology Co:, Ltd:, Dalian Software
Industry associations, Golden Tax Information Technology Service Co:, Ltd:, Beijing CCID Certification Center Co:, Ltd:, China Electronics Standardization Institute,
China Power Jinxin Digital Technology Group Co:, Ltd:, Xintongda Intelligent Technology Co:, Ltd:, Shanghai Xi'an Technology Co:, Ltd: Beijing Branch, Lu'an
Municipal People's Hospital, Guangzhou Quantou Network Technology Co:, Ltd:, Beijing Zechuang Tiancheng Technology Development Co:, Ltd:, Cyberspace Research in Heilongjiang Province
Center, Chengdu Big Data Center, Dalian Huaxin Computer Technology Co:, Ltd:, Guangzhou Saibao Certification Center Service Co:, Ltd:, Beijing and
Zhongning Information Technology Co:, Ltd:, Hubei Software Industry Association, Xinjiang Uygur Autonomous Region Software Industry Association, DXNW Information Technology Co:, Ltd:
Technology Service Co:, Ltd:, Chengdu Taiyi Chain Technology Co:, Ltd:
The main drafters of this document: Wang Xiaoping, Huang Mofei, Yin Hong, Liu Hong, Ma Lie, Xiong Jiansong, Yu Hao, Bai Lu, Hou Jun, Wang Yeping, Chen Ximin,
Zhao Zhenwen, Han Mo, Qi Yufeng, Tian Mengqin, Zeng Linghao, Zhang Zhaoyuan, Yu Qing, Wang Meng, Gu Juntao, Dan Qiang, Dong Lei, Liang Xiaoyan, Zhao Shining, Yang Jun,
Zhang Qi, Zhang Mingying, Yang Quan, Wu Peng, Ge Lei, Tang Wei, 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
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:
The capability model of GB/T 42749:2-2023 is based on the process capability measurement framework defined in GB/T 42749:3-2023: through the adoption process
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 1: Process Reference Model (PRM)
1 Scope
This document establishes the process reference model of ITES-BPO throughout the life cycle, defines the content, purpose, results and
relationship between processes:
This document is applicable to the service provider to understand all similar and related processes for ensuring service integrity within the ITES-BPO life cycle
process definition:
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 42749:4-2023 Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process No: 4
Part: Terminology and concepts (ISO /IEC 30105-4:2022, IDT)
ISO /IEC 33004:2015 Information technology process assessment process reference, process assessment and maturity model (Information
ritymodels)
3 Terms and Definitions
The terms and definitions defined in GB/T 42749:4-2023 apply to this document:
4 General requirements of the process reference model
4:1 Basic requirements of the process reference model
ISO /IEC 33004:2015 requires that the processes covered in the process reference model shall meet the following requirements, appendix A according to
ISO /IEC 33004:2015 provides detailed requirements:
The process description meets the following requirements:
a) the process shall be described in terms of its purpose and outcomes;
b) the process outcome should be sufficient and necessary;
c) The process quality characteristics shall be described based on the framework of ISO /IEC 33003:2015:
4:2 Elements of a process description
The elements of the process description in the process reference model include:
a) Name: The process name is a short noun phrase that can summarize the scope of the process and identify the main content of the process to distinguish it from the process reference
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