信息技术 IT 支持服务 业务流程外包 (ITES-BPO) 生命周期流程 第1部分 流程参考模型 (PRM)

[中文适用范围]： ISO/IEC 30105 系列规定了 IT 支持的业务流程外包服务提供商为外包业务流程执行的生命周期流程要求。它定义了规划、建立、实施、运营、监控、审查、维护和改进其服务的流程。本文件规定了流程参考模型 (PRM)。它包含生命周期中的流程定义，这些定义以流程背景、目的和结果的形式描述，以及定义流程之间关系的框架。流程目的详细说明了执行流程的高级目标，以便流程的实施为利益相关者带来切实的利益。流程结果由可观察的结果明确定义，并与客户和服务提供商获得的业务利益保持一致。本文件： — 涵盖外包的 IT 支持的业务流程； — 并非旨在解决 IT 流程，但在关键接触点包含对它们的引用以保证完整性； — 适用于服务提供商，不适用于客户； — 适用于 ITES-BPO 的所有生命周期流程； — 可作为提供 ITES-BPO 服务的组织的 PRM。 [外文原描述]： The ISO/IEC 30105 series 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 specifies the process reference model (PRM). It contains process definitions across the lifecycle described in terms of process context, purpose and outcomes, together with a framework defining relationships between the processes. The process purpose details the high-level objective of performing the process such that implementation of the process leads to tangible benefits for stakeholders. The process outcomes are clearly defined by observable results and aligned to the business benefits derived by the customer and service provider. This document: — covers IT enabled business processes that are outsourced; — is not intended to address IT processes, but includes references to them at key touchpoints for completeness; — is applicable to the service provider, not to the customer; — is applicable to all lifecycle processes of ITES-BPO; — serves as a PRM for organizations providing ITES-BPO services.