ISO/IEC 30105-2:2024

Overview

ISO/IEC 30105-2:2024 - Process Assessment Model (PAM) for IT Enabled Services–Business Process Outsourcing (ITES-BPO) defines a standardized model to assess process capability across the ITES‑BPO lifecycle. The PAM contains process definitions referenced from ISO/IEC 30105-1 and a measurement framework of assessment indicators (e.g., practices, information items, resources) that provide objective evidence for assessor ratings. Outcomes in the PAM are defined as observable results and are aligned to business benefits for both customers and service providers. The model supports selection of supersets or subsets of indicators based on assessment scope and context.

Key topics and requirements

• Process assessment model structure: Two dimensions - the process dimension (ITES‑BPO lifecycle processes) and the capability dimension (measurement framework).
• Assessment indicators: Set of indicators used to collect objective evidence, including Process Capability Indicators (PCIs) and Process Performance Indicators (PPIs).
• Observable outcomes: Outcomes are clearly defined, measurable results tied to business benefits and service delivery performance.
• Process capability levels: Capability levels 0–5 (Incomplete → Innovating) and associated process attributes and generic practices are provided as the basis for capability gap analysis.
• Flexible application: Indicator sets are not exhaustive; assessors select appropriate superset/subset according to assessment scope.
• Objective evidence sources: Examples include base practices, information items (formerly “work products”), and generic resources; evidence supports assessor judgments and ratings.
• Updated alignment and additions: Second edition aligns definitions with ISO/IEC 33020, adds digital transformation references (ISO/IEC TS 30105-9), and new tactical enablement processes to align with ISO/IEC 20000 and ISO/IEC TS 33074.

Practical applications

Who uses ISO/IEC 30105-2:2024 and why:

• Assessment sponsors & competent assessors - to select a PAM and run standardized process capability assessments for ITES‑BPO services.
• ITES‑BPO service providers - for process capability gap analysis, process improvement planning, and demonstrating predictable delivery and quality to customers.
• Quality, process improvement and governance teams - to align operational processes with measurable outcomes and business benefits.
• Procurement and contract teams - to define measurable requirements and evaluate provider capability during sourcing or vendor reviews.

Benefits include improved service consistency, predictable delivery, clearer metrics for SLAs, and focused process improvement with measurable ROI.

Related standards

• ISO/IEC 30105-1 (ITES‑BPO lifecycle processes - process definitions)
• ISO/IEC 30105 series (overall framework for ITES‑BPO)
• ISO/IEC 20000 (service management) - correlation discussed in Annex C
• ISO/IEC 33000-series (assessment and capability standards) - alignment with capability definitions and assessment methods

Keywords: ISO/IEC 30105-2:2024, PAM, ITES-BPO, process assessment model, process capability, assessment indicators, PPIs, PCIs, process improvement.