itelligence AG, a global SAP partner and multiple award winner, has achieved Partner Center of Expertise (Partner COE) recertification from SAP. The aim of SAP’s demanding certification process is a uniformly high level of service and support for users of SAP® solutions across the world as part of software maintenance. Every two years, value-added resellers that are SAP partners must undergo a complex audit as part of the recertification process.
itelligence AG’s high quality of service receives support authorization for SAP Hybris® Commerce for the first time
The certification process consists of a strict evaluation of the overall support system, including employees, support processes and infrastructure. Through this certification SAP confirms that itelligence AG fulfills all the necessary requirements to offer customers service of the highest quality – in both technical and organizational terms. The Partner COE certification is a prerequisite for value-added resellers to offer maintenance and support services (SAP Standard Support or SAP Enterprise Support) for the different areas of the SAP software landscape. In addition to the SAP Business All-in-One solution, analytics solutions from SAP, the SAP HANA® platform and SAP mobile solutions, this year the scope of the certification was extended to include support authorization for the SAP Hybris® Commerce solution. This certification recognizes itelligence AG for high-quality service and support in the area of the leading omnichannel solutions for e-commerce.
Partner COE certification follows a global approach – certification in 19 countries
itelligence AG has developed a global service and support strategy in cooperation with SAP. The aim of this strategy and delivery model is to support managed-services customers across the world in an optimum manner. This year, the itelligence offices in Turkey and Ukraine have joined this global approach, for a total of itelligence agencies in 19 countries certified for the next two years.
Lars Janitz, Executive Vice President, Head of Global Managed Services, itelligence AG, stressed the importance of certification for itelligence’s global strategy: “The recertification is an important component of our efforts to expand and for the consistent development of our local and global managed-services business. itelligence is one of the most important of SAP’s partners in managed services, having won the SAP Pinnacle Award in 2015 as Cloud Value-Added Reseller of the Year. The recertification proves that we have laid the foundation to provide optimal support to our customers in the area of service and support.”
During the process, itelligence has also strengthened international cooperation between the various locations. For example, while Germany is currently the central delivery unit for the e-commerce solution SAP Hybris Commerce, the unit in Turkey is taking over support for mobile solutions in many countries. Numerous other collaborations between other sites have emerged.
As part of the Partner COE certification, SAP has significantly intensified testing of the tools and processes and reduced tolerances. In addition, for the first time SAP undertook an audit of itelligence’s global ticket tool directly in the system, and employees were certified according to a revised policy.
Since January 2016, itelligence has also been a member of the Run SAP partner program. As a participant in this program, itelligence has, among other points, intensified its use of SAP Solution Manager to optimize its support still further. In addition, itelligence AG has been successfully recertified in the areas of application management, hosting, cloud and operations services for SAP HANA on each respective global level. These certificates prove the highest competence in dealing with customers on a global scale.