BCC maintenance organization is the first company in Poland to receive ‘SAP Partner Center of Expertise’ (PCOE) certification. The certificate, granted after a detailed audit carried out by SAP AG, confirms the highest quality of the SAP maintenance services, especially SAP Enterprise Support services, provided by BCC.
In the course of the audit work, carried out in mid-January this year, SAP Active Global Support auditors verified if the BCC service organization meets the stringent technical and organizational requirements related to the provision of SAP maintenance services.
The scope of the audit included, among others, the organizational procedures and practices used in the BCC Outsourcing Center (registration and processing of customer service requests, documentation), ensuring the quality of services (including reaction times and processing times monitoring, customer satisfaction surveys) and the competences of the service team ( e.g. consultants’ certificates, training system). The infrastructure of the Center was also analyzed in detail. The scope of the analysis included the servicedesk tools, dedicated SAP Solution Manager system, remote connections to the supported customers’ systems, SAP test systems used for incident analysis and simulation, and the solutions for monitoring the continuity of the customer system operation.
"The audit has confirmed that the operational standards of the BCC Outsourcing Center are consistent with the stringent requirements we set down for our maintenance service partners worldwide. For the customers, the SAP Partner Center of Expertise certification is a guarantee of the quality of SAP support service execution" – said Iwona Stamper, Channel Development Manager, SAP Poland.
‘SAP Partner Center of Expertise’ certification was also granted to the maintenance organization of 7milowy, a member of the BCC Group.
The BCC Outsourcing Center provides comprehensive SAP environment maintenance, from application support and system administration to hosting in the data center. High quality of the services provided by the BCC Outsourcing Center is the effect of the team’s experience, the technical infrastructure and the work standards based on the IT Service Management System according to ISO 20000/ITIL and Information Security Management System according to ISO 27001. The Center handles over 100 Service Level Agreement contracts related to various IT systems, including SAP.