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Certifications

05/16/2019 - 01:00 PM

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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 31 December 2018 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;
  • efficient energy management: standard ISO 50001;
  • health and safety at work: BS OHSAS 18001 standard;
  • general requirements for the competence of testing and calibration laboratories: ISO/IEC 17025 standard;
  • Information Technology services: ISO/IEC 20000-1 standard;
  • information security: ISO/IEC 27001 standard;
  • information security risk management[1]: ISO/IEC 27005;
  • the ability of a data centre 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];
  • software and IT solution production processes: CMMI-DEV[4] certifications;
  • fulfilment of the AGID (Digital Italy Agency) requirements to perform the role of:
  • Accredited Operator for Certified Email;
  • Accredited Custodian for storing electronic documents;
  • Accredited digital identity manager for SPID services (public service manager);
  • Qualified Trusted Service Provider[5] for Timestamping in accordance with eIDAS regulations (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.

[4] Capability Maturity Model Integration – Development.

[5] Qualified supplier of services.

 

 

In Brazil, as required by ANATEL (National Telecommunications Agency, the Brazilian telecommunications authority), KPI Survey Method Quality[1] Certificates were also achieved for the whole Country regarding:

  • personal mobile service (TIM Cellular);
  • switched fixed telephone service (TIM Celular and Intelig);
  • multimedia communications services (TIM Celular).

 

[1] Quality indicators for the survey method.

COMPANY REGULATION STRUCTURE
Domestic
 
ISO 9001

Departments:


- Chief Business & TOP Clients Office/Chief Consumer Office - As regards Caring Services, which manages Business & Top Clients (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 Consumer Office/Sales 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 Office (research and innovation, design, installation, operation, maintenance, and support of TLC and ICT services and related applications, platforms and infrastructures.

Management and implementation of Information Technology programmes and projects. Study, design, development, integration, rollout, operation and maintenance of: Information Technology applications and services. Organisational support and process design).

- Wholesale/Open Access


Subsidiary companies:
- Sparkle,


- Telsy,  


- 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, regulatory electronic document storage and certified e-mail).


- HR Services (planning and implementation of training services, implementation of services for personnel administration, management of travel services, administrative services relating to health care, supplementary pensions and activities to enhance leisure time).

 

- 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, of services related to ICT infrastructures of the Public Administration and of advanced assistance services through contact and mobile device management (sites of via Jervis, 77 - Ivrea; via Pier Lombardo, 15 - Milano; via Romano, 1 - Scarmagno; via di Tor Pagnotta, 88, 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 via Jervis, 77, Ivrea).        

Domestic ISO 14001

Departments:
- Chief Technology Office (research and innovation, design, installation, operation, maintenance, and support of TLC and ICT services and related applications, platforms and infrastructures),

Subsidiary companies:
- Telecom Itallia Sparkle

 

- Olivetti (processes: Concept, design, industrialisation of products and services for small and medium-sized enterprises, retail and solutions for large companies, such as: gaming and lottery terminals, specialised peripherals for banking and postal applications, points of sale including cash registers and other vertical and industrial applications, office products, multifunction photocopiers, ICT products/services (site of Via Jervis, 77-  Ivrea).

Domestic ISO/IEC 17025

-  Chief Technology Office/Performance, Quality & User Experience: management of laboratories for testing and calibration services in the following technical areas:

• electroacoustic (EAT),

• User Experience (LUX),

• Safety Protection & Materials Analysis (PSM),

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

Domestic ISO/IEC 27001

Departments:

- Chief Technology Office (operating sites):

a) Data Center & Cloud Computing Services in IaaS mode (Infrastructure as a Service) using ISO/IEC 27018:2014 guidelines, ICT Security using ISO/IEC 27035:2016-1 and 2 guidelines, Network Services, Unified Communication & Collaboration Services, ICT Security & Mobile Services;

b) preparation, activation and operation of ICT infrastructures, platforms and services at TIM Data Centres and Service Centres, also in cloud and virtual mode, through:

* management of facilities and technological systems;

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

* management of physical security at the system rooms;

* preparation and configuration of sites and system rooms;

* activation and operation of IT platforms and services;

* management of applications supporting the payroll service for TIM Group companies;

c) monitoring and management of ICT security incidents;

d) management and assurance of network infrastructures and services, perimeter firewalls, centralised security platforms and technological installations for data centres;

e) commissioning and operation of IT platforms, infrastructures and data centre services, including in cloud and virtual mode;

f) management, governance and control of the payroll cycle for Telecom Italia Group companies


Subsidiary company:

- Telecom Italia Trust Technologies, (provision of services and solutions for electronic signatures, electronic seals, website authentication, regulatory electronic document storage and certified e-mail. Creation of advanced electronic signature solutions also based on biometric systems. Provision of digital identity services in the context of SPID - Public System for Digital Identity).


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

 

- Olivetti (management and assurance of network infrastructures and services, perimeter firewalls, centralised security platforms and technological installations for data centres. Commissioning and operation of platforms, infrastructures and Information Technology services of data centres also in cloud and virtual mode (operational site in Via di Tor Pagnotta, 88, Rome).

 

Domestic ISO 27005

Departments:

-Security

Gap Analysis ISO/IEC 27005:2011 - Synthetic report

Domestic

PCI/DSS[1]

 

Departments:

-  Security

M-Payment, Data center solution, self data center, self data center hypervisor

Domestic BS OHSAS 18001

Subsidiary company:

- Telecom Italia Sparkle.

Domestic ISO/IEC 20000-1

Departments: 

-  Chief Business & TOP Clients Office (TIM IT Infrastructure services management system provided through its data centres).

 

- Chief Technology Office (operating sites and control rooms, for the management system of TIM IT services that support the provision of infrastructure services provided through its data centres. Legal and operational headquarters for TIM's IT service management systems that support the provision of application management, IT platform and infrastructure operations services).

Domestic ISO 50001

Departments:

- Procurement Unit & Real Estate/Energy Management: management and monitoring of energy use and consumption of landline and mobile telecommunications services and related infrastructure to improve energy efficiency for the following sites:

•  Bologna Via Stendhal, 31;

•  CED Bologna Roveri, via della Centralinista;

•  CED di Rozzano (MI) viale Toscana, 3;

•  CED di Padova, settima strada;

Headquarters of Piacenza Centro, corso Vittorio Emanuele II.

Domestic ANSI/TIA 942-A-2014

Departments:

- Chief Technology Office

Data center di 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 Office

Data center di Cesano Maderno (Monza e Brianza).

Domestic CMMI-DEV

Departments:

- Chief Technology Office

Domestic Accredited Operator with AGID for Certified Email

Subsidiary company:

- Telecom Italia Trust Technologies

Domestic Accredited Custodian with AGID for storing electronic documents

Subsidiary company:

- Telecom Italia Trust Technologies

Domestic Accredited Operator for digital identities within SPID (public service operator)

Subsidiary company:

- Telecom Italia Trust Technologies

Domestic Qualified Trusted Service Provider for Temporal Validation as per the eIDAS Regulation (EU Regulation 910/2014)

Subsidiary company:

- Telecom Italia Trust Technologies

TIM Group Brazil ISO 9001

Companies:
-  TIM Celular S.A.

Management of all technical network processes since 2000 (States of Minas Gerais, Rio de Janeiro, Sao Paulo, Parà, Paranà, Pernambuco and the Brasilia district).

 

-  TIM Celular S.A. , TIM S.A., INTELIG TELECOMUNICAÇÕES

Management of the invoicing system (post and prepaid) since 2005 (States of Rio de Janeiro and São Paulo).

TIM Group Brazil ISO 14001

Companies:
-  TIM Celular S.A.

Management and operational activities of the technical network since 2010 (all sites in the States of Rio de Janeiro, Sao Paulo and Espirito Santo).

TIM Group Brazil SMP
(personal mobile service)

Companies:
-  TIM Celular S.A.

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

TIM Group Brazil STFC
(switched fixed telephone service)

Companies:
- TIM Celular S.A., Intelig LTDA

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

TIM Group Brazil SCM
(multimedia communications services)

Companies:
TIM Celular S.A.

Certification of the search method for multimedia communication service quality KPIs, required by ANATEL (Brazilian Telecommunications Authority)

[1] Payment Card Industry Data Security Standard.