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Best practices for IT service management

The dedicated SNP service organization ensures the quality and continuity of handling of all outsourcing contracts. Our work is based on ISO 20000, ISO 27001, PCoE (SAP Partner Center of Expertise) standards.

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BCC meets ITIL standards as the first IT provider in Poland

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BCC outsourcing center has been awarded ISO/IEC 20000 certificate which evidences the conformance of the IT service management system with the ITIL Best Practices.

The audit conducted by DQS, an international organization awarding quality certificates, has confirmed conformance of the systems and procedures of the BCC outsourcing center with ISO/IEC 20000 standard. ISO/IEC 20000 is a standard which formalizes the requirements for the management of IT services in accordance with the guidelines contained within the ITIL framework. In Poland, only two corporate IT organizations (KGHM and BZ WBK) have been certified (list of certified organizations). BCC is the first IT service provider in Poland to receive ISO/IEC 20000 certificate, demonstrating conformance of its services with the official code of best practices.

“Taking into consideration our experience from the audits performed in European, American and Asian corporations, I can certainly confirm that the standards of outsourcing center BCC functioning are among the best in their business sector in relation to the effective implementation of their management systems for quality, information security, and IT service management" – said Reinhard Witzke, Lead Auditor in DQS GmbH.

ISO/IEC 20000 offers the employees of the BCC outsourcing center precise guidelines concerning the handling of customer requests and problem solving and guarantees that no deviations from the SLA parameters will take place. The certificate covers all of the major processes implemented in the centre, including service level management and reporting, ensuring availability and continuity of systems, information security management, change management, cost settlement and customer and supplier relationship management.

Fulfillment of the rigorous requirements of ISO/IEC 20000 has been easier thanks to HP Service Manager, a platform implemented in April this year used to monitor and record service requests.

“To our clients, the implementation of ISO/IEC 20000 certificate is the best guarantee of satisfaction with our services. ISO/IEC 20000 is of particular importance to those clients for whom the high availability of the IT systems and services and the security and confidentiality of information are values which support the competitive advantage” said Waldemar Sokołowski, BCC Outsourcing Services Director.

Achievement of ISO/IEC 20000 certification is the next step in the BCC’s challenging program of extensive development and improvement in the quality of provided outsourcing services. In 2006, the company implemented the Information Security Management System which was one of the first systems in Poland certified according to ISO/IEC 27001. For three years the company has been ordering independent customer satisfaction surveys conducted by TNS OBOP, the purpose of which is to ensure ongoing evaluation of the service level. In the recent survey of June 2008, 97% positively assessed their relationship with BCC.

BCC has been offering outsourcing services since 1999, including a full range of SAP systems outsourcing activities: from the hosting and co-location of systems in the BCC data center, through system administration, to SAP user support i.e. the application service. Over 70 clients are already using BCC outsourcing services, among them the largest international and Polish companies like ABB, Amica, Metro Group, Grupa Żywiec, ING Bank Śląski, Kompania Piwowarska and a number of medium-sized companies like Decora, Brilux, Herlitz and Kopernik.

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    1. Personal data is processed pursuant to Article 6 (1) (a) of the Regulation of the European Parliament and of the Council (EU) 2016/679 of April 27, 2016 – the General Data Protection Regulation
    2. The data controller is SNP Poland Sp. z o.o. with its registered office in Złotniki, ul. Krzemowa 1 62-002 Suchy Las. Contact data of the Data Protection Supervisor: dpo.pl@snpgroup.com.
    3. Consent to data processing is voluntary, but necessary for contact. Consent may be withdrawn at any time without prejudice to the lawfulness of the processing carried out on the basis of consent prior to its withdrawal.
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    5. Any person providing personal data shall have the right of access to and rectification, erasure, restriction of processing, the right to object to the processing and to the transfer of data, the right to restriction of processing and the right to object to the processing, the right to data transfer.
    6. Every person whose data is processed has the right to lodge a complaint with the supervisory authority, which is the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw).
    7. Personal data may be made available to other entities from the group that SNP Poland Sp. z o.o. is part of – also located outside the European Economic Area, for marketing purposes. SNP Poland ensures that the data provided to these entities is properly secured, and the person whose data is processed has the right to obtain a copy of the data provided and information on the location of the data provision.

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      1. Personal data is processed pursuant to Article 6 (1) (a) of the Regulation of the European Parliament and of the Council (EU) 2016/679 of April 27, 2016 – the General Data Protection Regulation
      2. The data controller is SNP Poland Sp. z o.o. with its registered office in Złotniki, ul. Krzemowa 1 62-002 Suchy Las. Contact data of the Data Protection Supervisor: dpo.pl@snpgroup.com.
      3. Consent to data processing is voluntary, but necessary for contact. Consent may be withdrawn at any time without prejudice to the lawfulness of the processing carried out on the basis of consent prior to its withdrawal.
      4. The data will be processed for the purposes stated above and until this consent is withdrawn, and access to the data will be granted only to selected persons who are duly authorised to process it.
      5. Any person providing personal data shall have the right of access to and rectification, erasure, restriction of processing, the right to object to the processing and to the transfer of data, the right to restriction of processing and the right to object to the processing, the right to data transfer.
      6. Every person whose data is processed has the right to lodge a complaint with the supervisory authority, which is the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw).
      7. Personal data may be made available to other entities from the group that SNP Poland Sp. z o.o. is part of – also located outside the European Economic Area, for marketing purposes. SNP Poland ensures that the data provided to these entities is properly secured, and the person whose data is processed has the right to obtain a copy of the data provided and information on the location of the data provision.

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