CAN/CSA-ISO/IEC 30105-1:18 (R2022)

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Overview of process reference model
5 Process reference model
Annex A (informative) - Statement of conformity to
        ISO/IEC 33004
Bibliography

Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T). Scope ISO/IEC 30105 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: covers IT-enabled business processes that are outsourced; is not intended to address IT processes but includes references to them at key touch points for completeness; is applicable to the service provider, not to the customer; is applicable to all lifecycle processes of ITES-BPO; serves as a process reference model for organizations providing ITES-BPO services.

CSA Preface Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T). For brevity, this Standard will be referred to as “CAN/CSA-ISO/IEC 30105-1” throughout. At the time of publication, ISO/IEC 30105-1:2016 is available from ISO and IEC in English only. CSA Group will publish the French version when it becomes available from ISO and IEC. This Standard was reviewed by the CSA TCIT under the jurisdiction of the CSA Strategic Steering Committee on Information and Communications Technology and deemed acceptable for use in Canada. From time to time, ISO/IEC may publish addenda, corrigenda, etc. The TCIT will review these documents for approval and publication. For a listing, refer to the Current Standards Activities page at standardsactivities.csa.ca. This Standard has been formally approved, without modification, by the Technical Committee and has been developed in compliance with Standards Council of Canada requirements for National Standards of Canada. It has been published as a National Standard of Canada by CSA Group. Scope ISO/IEC 30105 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: — 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 process reference model for organizations providing ITES-BPO services.