标准2025澳大利亚标准协会最近采用了IT支持服务业务流程外包（ITES-BPO）的国际标准。该系列标准为AS ISO/IEC 30105 信息技术–IT支持服务–业务流程外包（ITES-BPO）生命周期流程。
ITES-BPO 供应商需在管理风险的同时提供战略性、持续的业务价值。
AS ISO/IEC 30105系列标准可提升ITES-BPO服务交付的一致性、交付质量和可预测性。其发布旨在为顾客和服务供应商提供清晰的投资回报率。
该系列标准供包含五个系列，覆盖ITES-BPO的全部生命周期：
• 第1部分：过程参考模型（PRM）
• 第2部分：过程评估模型（PAM）
• 第3部分：测量框架（MF）和组织成熟度模型（OMM）
• 第4部分：术语和概念
• 第5部分：指南
该系列标准最初由ISO/IEC JTC 1/SC40 IT服务管理与IT治理技术委员会制定，澳大利亚标准委员会IT-03和 ICT治理与管理技术委员会采用。这两个技术委员会的主席让.贝格（Jan Begg)向大众解释了 AS ISO/IEC 30105系列标准的背景及其重要性：
“全球BPO市场逐渐发展，市值即将达到200亿美元；有研究显示，供应商服务的差异性和不可靠性正在降低市场的商业价值。现在的消费者要求供应商提供的不仅是更低的成本还有更多的创意与表现。
“该系列国际标准是来自至少11年工作，以及行业、研究和学术代表的集体智慧。由于澳大利亚国内市场需求和多个供应商合同具有的复杂性，澳大利亚专家始终坚定支持这一项目的进行。
贝格女士表示：“我希望各组织可以明确重视业务价值的交付并采用这一系列标准，”
Innovation meets sustainability for IT-enabled business processes
Standards Australia has recently adopted the international standards for IT enabled services business process outsourcing (ITES-BPO). The series of standards is titled AS ISO/IEC 30105, Information technology-IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes.
ITES-BPO providers need to deliver strategic, sustained business value while managing risks. The AS ISO/IEC 30105 series can improve consistency, delivery quality and predictability in the delivery of ITES-BPO services. It aims to provide clear return on investment for customers and service providers.
The five part series covers the full ITES-BPO lifecycle:
• Part 1: Process reference model (PRM)
• Part 2: Process assessment model (PAM)
• Part 3: Measurement framework (MF) and organization maturity model (OMM)
• Part 4: Terms and concepts
• Part 5: Guidelines
The standards were originally developed by the international committee ISO/IEC JTC 1/SC 40, IT Service Management and IT Governance, and then adopted by the Australian committee IT-030, ICT Governance and Management. Jan Begg, Chair of both committees, explained the background and importance of AS ISO/IEC 30105.
“The global BPO market is reaching close to USD $200 billion, and research shows
inconsistency and unreliability in supplier services is decreasing business value.
Customers today are demanding not only lower costs, but also increasing levels of
innovation and performance.
“These international standards are the culmination of seven years of work and the collective wisdom of industry, research, academic and expert representatives from at least eleven countries. Australian experts have been active supporters of this project given the market need and complexity of multiple supplier contracts.
“I am hopeful that organisations will see the clear focus on the delivery of business value and adopt these standards,” said Ms Begg.