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Certifications

For the areas of the Company which have a significant impact on the various stakeholders because of the products and services they offer, the Group has obtained and/or confirmed certifications that ensure that procedures and conduct are in line with the stakeholders’ expectations.

The certifications achieved and/or confirmed at December 31, 2019 for the main activities and/or company are shown below:

•      quality of products and services offered: UNI EN ISO 9001 standard;

•      environmental protection: UNI EN ISO 14001 standard;

•      general requirements for the competence of testing and calibration laboratories: ISO/IEC 17025 standard;

•      health and safety at work: BS OHSAS 18001 standard;

•      Information Technology services: ISO/IEC 20000-1 standard;

•      information security: ISO/IEC 27001 standard;

•      information security risk management ([1]): ISO/IEC 27005;

•      management system for the prevention of active and passive bribery (ISO 37001);

•      efficient energy management: standard ISO 50001;

•      the ability of a data center to guarantee continuity of the services provided: ANSI/TIA regulation ([2])-942;

•      security for credit and debit card transactions and cardholders protection from improper use of personal information: PCI/DSS standard ([3]);

•      fulfilment of the AGID (Digital Italy Agency) requirements to perform the role of:

•        Accredited Operator for Certified Email;

•        Accredited Custodian for storing electronic documents pursuant Italian Legislative Decree 82/2005;

•        Accredited digital identity manager for SPID services (public service manager) pursuant EU Regulation 910/2014;

•        Qualified trust service providers for the issuance of eIDAS qualified electronic time stamps (EU Regulation 910/2014).
 

(1)      Supporting the information security management system requirements (ISMS) according to ISO/IEC 27001.

(2)      American National Standards Institute/Telecommunications Industry Association.

(3)      Payment Card Industry Data Security Standard.
 

In Brazil, as required by ANATEL (National Telecommunications Agency, the Brazilian telecommunications authority), KPI Survey Method Quality Certificates were also achieved for the whole Country regarding:

•        personal mobile service (TIM S.A.);

•        switched fixed telephone service (TIM S.A.);

•        multimedia communications services (TIM S.A.).

 

 

Certifications achieved and/or confirmed at 31 December 2019

COMPANYREGULATIONSTRUCTURE
DomesticISO 9001

Departments:

-Chief Revenue Office: Business sector: conception, design, development, marketing and after-sales service of solutions for landline, mobile and IT telecommunications products, systems and services); management, coordination and supervision of the related implementation and maintenance services.

 

-Chief Revenue Office: Sales Consumer sector : the Sales certificate concerns "marketing and support for the sale of Consumer mobile and landline telecommunications solutions" and involves the 32 operating offices of the Territorial Areas and direct stores (secondary offices and "branches" included).

 

--Chief Technology and Innovation Office (research and innovation, design, development, testing, integration, operation, installation, maintenance and assistance of Telco cloud services and applications, Information Technology of the related platforms and infrastructures. Organizational support and process design).

 

--Security: Information Technology Security Engineering and Application Management sector: design, development, testing, operation and maintenance of software applications and Information Technology services. Design, development, testing, operation and maintenance of software applications and Information Technology services.

 

- Wholesale/Wholesale Operations

Subsidiary companies:

-     HR Services (design and implementation of training services, implementation of personnel administration services, management of travel-related services, facility for employees and welfare).

 

-  Inwit SpA (supply of integrated hospitality services for radio broadcasting equipment for telecommunications and for the broadcasting of television and radio signals and related marketing activities, implementation and management of contracts with customers and owners, ordinary and extraordinary maintenance, construction of new sites and divestment of existing sites).

 

- Olivetti (processes: design, development, implementation, industrialisation, production, delivery, marketing, installation, maintenance and technical assistance of: ICT products, solutions and services for industry, retail, offices and public administration. Management and evolution of the services of the public connectivity system and of the advanced caring services; sites: Strada Monte Navale 2/C and Strada Monte Navale 1/G - Ivrea; via Copernico 16/D and via della Boscaiola 26 Milano; via Romano, 1 – Scarmagno (Torino); via di Tor Pagnotta 68 and via Cina 5, Roma; km. 43 Strada Provinciale 26 Turanense – Carsoli.        

      Coordination of quality management systems of laboratories authorized to provide service of periodic verification of measurement devices (site of Strada Monte Navale 2/C, Ivrea).

 

-     Telecom Italia Sparkle

 

-     Telsy Elettronica e Telecomunicazioni SpA

 

-     Telecontact Center

 

-     Telecom Italia Trust Technologies (design, development, system integration, delivery and operation of services and solutions based on cryptography and public key technologies, including electronic signature, electronic seal, website authentication, electronic document retention and Certified Electronic Mail).

 

Domestic

ISO 14001

Departments:

-     Chief Technology and Innovation Office (research and innovation, design, development, testing, integration, operation, installation, maintenance and assistance of Telco cloud services and applications, Information Technology of the related platforms and infrastructures. Organizational support and process design).

- Wholesale/Wholesale Operations.

Subsidiary companies:

-  Telecom Italia Sparkle

Olivetti (processes: Ideation, design, industrialization of products and services for small and medium-sized enterprises, retail trade and solutions for large companies, such as: terminals for games and lotteries, peripherals specialized for banking and postal applications, points sales including fiscal cash meters and other vertical and industrial applications, office products, multifunction copiers, ICT products / services (site of Strada Monte Navale 2/C - Ivrea).

DomesticISO/IEC 17025

-  Chief Technology and Innovation Office: CT.Governance & Quality Performance, Quality & User Experience sector: laboratory management for testing and calibration services in the following technical areas:

• electromagnetic compatibility (EMC),

• User Experience (LUX),

• Safety Protection & Materials Analysis (PSM),

• radio over-the-air performance (ROP).

DomesticBS OHSAS 18001

Subsidiary company:  

Telecom Italia Sparkle.

Domestic

ISO/IEC 20000-1

Departments:

-  Chief Revenue Office: TIM IT Infrastructure services management system provided through its data centres.

- Chief Technology and Innovation Office: CT.Information Technology & Digital Solutions, CT.I.Infrastructures & Operations Area/**.Data Center & Intranet Management (Nord Ovest, Nord Est, Centro and Sud), CT.I.FE.Infrastructures Front End; CT.I.Infrastructures Management.

   TIM's Information Technology service management system which supports the supply of Application Management, Information Technology Platform and Infrastructure Operation services.

-Security: Information Technology Security Engineering and Application Management sector: TIM's IT service management system supports the provision of Application Management, Information Technology Platform and Infrastructure Operation services.

DomesticISO/IEC 27001

Departments:

- Chief Technology and Innovation Office:

·  CT.I.Service Platform Operations Corporate Net Management, for the management of Group Data Networks, with particular reference to the processes of Network Management, Assurance and Delivery Policy Firewall applied to the internal networks of the Data Centers and to the perimeter protection devices of the networks;

· CT.I.Infrastructures & Operations Area/**.Data Center & Intranet Management (Nord Ovest, Nord Est, Centro and Sud) for the operational management of the DCs (proximity services and data center supervision for the resolution of problems that may affect the provision of services and to allow intervention on the systems); management of equipped spaces including racks, cabinets and wiring; support for the installation and maintenance of components within the Data Center; ancillary basic logistics services (warehouse, etc.); access management in the data center and service center system rooms; monitoring of the physical security devices of the Data Centers and Service Centers; monitoring of the plant facilities of Telecom Italia S.p.A;

· CT.I.IM Infrastructures Management (Delivery E2E, Data Management, Data Center Management, Cloud Management, DB & Middleware Management) for the activities of Data Management (backup/restore; Backup infrastructure management - Tape Library, TAN, backup server, etc..); Storage Management; System Delivery (Delivery/ Decommissioning of physical and virtual servers), Delivery Operations (HW configuration changes of the environments; operational activities of Delivery / Decommissioning of physical and virtual servers); coordination E2E delivery/undelivery physical and virtual servers; Asset Management: populating the database for HW components and the SW installed since the arrival of the asset at Telecom Italia offices and during the lifecycle; Capacity Management: gestione del capacity infrastrutturale per l’analisi dello stato di funzionamento, del livello di utilizzo, delle performance infrastrutturali, sistemistiche ed impiantistiche;

·  CT.FE.F Infrastructures Front End for proactive and scheduled monitoring of the performance of infrastructures and IT systems in the field (hardware, network, scheduled works, interfaces, available space), production of statistics and reports on the response times of the individual application components and the end to service end; configuration of tools to support monitoring. Specialized support on HW, SO platforms for the resolution of incidents and system problems, in order to ensure compliance with service levels;

- Wholesale Infrastructures Network & Systems Office:

·  CW. Wholesale Operations Area. XX Technical Equipment (Area Nord Ovest, Nord Est, Centro, Sud) for the management of the ordinary and extraordinary operations and maintenance of the building infrastructures serving the Data Centers with company and corporate staff.

-Human Resources, Organization & Real Estate:

·  HRO. Real Estate (Nord Ovest, Nord Est, Centro, Sud);

·  HRO. Maintenance & Facilities for the management of ordinary and extraordinary maintenance of fire-fighting and security systems at the service of data centers with company and corporate staff.

 

The certification includes the preparation, activation and operation of Information Communications Technology infrastructures, platforms and services at TIM Data Centers and Service Centers also in cloud and virtual mode, through:

·  management of facilities and technological systems;

·  management and assurance of infrastructures, network services and firewalls;

·  the management of physical security in the system rooms;

·  the preparation and configuration of sites and system rooms;

·  activation and operation of IT platforms and services.

 

- Security: maintenance of ISO / IEC 27001 certification both single and connected to ISO27018-ISO27017-ISO27035 for the ICT Control Room Business perimeter; maintenance of ISO / IEC 27001 certification for the Data Center perimeter; maintenance of ISO / IEC 27001 SOC certification (Security Operations Center)

 

Subsidiary companies:  

- Telecom Italia Trust Technologies (provision of services - also in SaaS mode with the use of the ISO / IEC 27017: 15 and ISO / IEC 27018: 2019 Guidelines - and electronic signature, electronic seal, website authentication, electronic document retention and Certified Electronic Mail. Realization of advanced electronic signature solutions, also based on biometric systems. Provision of digital identity services in the SPID (Public System for Digital Identity) environment.

 

- HR Services (management, governance and control of the payroll cycle for TIM Group companies).

 

-  Telecom Italia Sparkle (delivery & assurance of optical network services, voice & mobile IP, data center services; sites of Roma, via di macchia Palocco 223, Catania, via A. Longo 56, Palermo, via U. La malfa, 99). 

 

- Olivetti (management and assurance of network infrastructures and services, perimeter firewalls, centralized security platforms and technological systems for data centers. Commissioning and operation of data center platforms, infrastructures and information technology services also in cloud and virtual mode).

DomesticISO 37001

Company:

 Telecom Italia SpA

 Management system for the prevention of corruption (active and passive).

DomesticISO 50001

Departments:

•  Procurement/Energy & Utilities Management & Procurement: management and monitoring of the uses and energy consumption of fixed and mobile telecommunications services and related infrastructures aimed at improving energy efficiency for the sites of:

•  Bologna Via Stendhal, 31;

•  CED Bologna Roveri, via della Centralinista;

•  CED Rozzano (MI) viale Toscana, 3;

•  CED Padova, settima strada;

Headquarters of Piacenza Centro, corso Vittorio Emanuele II.

DomesticANSI/TIA 942-A-2014

Departments:

-Chief Technology and Innovation Office, settore Planning, Architectures & Quality.

   Data center of Padova, Acilia e Pomezia(Roma): buildings, facilities and computer rooms, including site location, architecture, security, fire protection, and electrical, mechanical and telecommunications installations.

Domestic

ANSI/TIA 942-B-2017

Departments:

- Chief Technology and Innovation Office, settore Planning, Architectures & Quality.

Data center of Cesano Maderno (Monza e Brianza).

DomesticAccredited Operator with AGID for Certified EmailSubsidiary company:
- Telecom Italia Trust Technologies
Domestic

Conservative Accredited by AGID for the storage of electronic documents, pursuant to D.lgs. 82/2005

Subsidiary company:
- Telecom Italia Trust Technologies
DomesticAccredited manager of digital identities in the SPID area (public service operator), pursuant to EU Regulation 910/2014Subsidiary company:
- Telecom Italia Trust Technologies

Domestic

Qualified Trust Service Providers for the issue of electronic time validation qualified under eIDAS (EU regulation 910/2014)Subsidiary company:
- Telecom Italia Trust Technologies
DomesticPCI/DSS

Departments:

-  Security

   Data center solution.

TIM ParticipacoesISO 9001

Companies:

-  TIM Celular S.A..

Process management of the technical network since 2000 (States of Minas Gerais, Rio de Janeiro, San Paolo, Parà, Paranà, Pernambuco and Brasilia district).

TIM S.A.: management of the billing system (post and prepaid) since 2005 (States of Rio de Janeiro and Sao Paulo).

TIM ParticipacoesISO 14001

Company:

-  TIM Celular S.A.

Technical network management and operations since 2010 (all sites in the states of Rio de Janeiro, Sao Paulo and Espirito Santo).

TIM ParticipacoesSMP
(personal mobile service)

Company:

-  TIM Celular S.A.

Certification of the research method of TIM mobile telephony quality KPIs since 2004, requested by ANATEL (Brazilian Telecommunications Authority).

TIM ParticipacoesSTFC
(switched fixed telephone service)

Company:

- TIM Celular S.A., Intelig LTDA

 Certification of the research method of TIM fixed telephony quality KPIs     since 2014, requested by ANATEL (Brazilian Telecommunications Authority).

TIM ParticipacoesSCM
(multimedia communications services)

Company:

-TIM Celular S.A.

Certification of the research method of quality KPIs for the TIM multimedia communication service since 2015, requested by ANATEL (Brazilian Telecommunications Authority).