In early 2015, the top quality of BCC services in the field of SAP system maintenance, in particular SAP Enterprise Support services, was confirmed again during the recertification audit.
Auditors from SAP Global Partner Operations made a cyclic review of the BCC support organization to check whether it met stringent technical and organizational requirements relating to the provision of maintenance services for SAP customers.
Within a single support organization – the BCC Outsourcing Center – the company provides customers with a full set of SAP support services – from the manufacturer's maintenance through the BCC application support – SAP user support, up to SAP administration. At present, the BCC Outsourcing Center handles over 200 Service Level Agreements (SLA). Several dozen of them cover also the SAP maintenance service.
The "SAP Partner Center of Expertise" certificate (SAP PCoE) for the BCC Outsourcing Center was awarded for the next two years. For BCC customers, it is a guarantee that the BCC support organization fulfils the highest requirements of SAP necessary to provide SAP Enterprise Support services.
The audit covered: organizational procedures and practices applied in the BCC Outsourcing Center (registration and processing of customer requests, documentation), assurance of the quality of services (including monitoring of response and processing times, customer satisfaction surveys), and the potential of human resources (consultants’ skills and certificates, a training system). Furthermore, a detailed analysis of the Center infrastructure was carried out, including a service request management system, a dedicated SAP Solution Manager system, remote connections to supported customer systems, SAP test systems used for simulation and analysis of incidents, and solutions for monitoring the continuity of operation of customer systems.
In parallel with BCC, the "SAP Partner Center of Expertise" certificate was awarded also to the support organization of 7milowy, a company from the BCC Group.
BCC has had the SAP Partner Center of Expertise certificate since 2011, when it was the first company in Poland to undergo an audit and pass it successfully.
The BCC Outsourcing Center is a dedicated support organization, ensuring quality and continuous handling of maintenance and outsourcing contracts of BCC customers. In addition to the team experience and technical infrastructure, the quality of the BCC Outsourcing Centre services is based on the labor standards resulting, for example, from the IT Service Management System, compliant with ISO 20000/ITIL, and from the Information Security Management System, compliant with ISO 27001. The BCC Outsourcing Center provides a full SAP environment maintenance service, from the application support through the system administration up to hosting in BCC Data Centers, a specialized competence center of BCC, which renders IT/SAP outsourcing, secure data processing, cloud computing and IT consulting services.
