{"id":3593,"date":"2019-07-15T07:25:13","date_gmt":"2019-07-15T07:25:13","guid":{"rendered":"https:\/\/www.soltel.es\/?page_id=3593"},"modified":"2026-05-28T06:55:41","modified_gmt":"2026-05-28T06:55:41","slug":"gestion-servicios-y-si","status":"publish","type":"page","link":"https:\/\/www.soltel.es\/en\/gestion-servicios-y-si\/","title":{"rendered":"Service Management and IS"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><nav class=\"g-breadcrumbs separator_icon align_center\" itemscope itemtype=\"http:\/\/schema.org\/BreadcrumbList\"><div class=\"g-breadcrumbs-item\" itemscope itemprop=\"itemListElement\" itemtype=\"http:\/\/schema.org\/ListItem\"><a itemprop=\"item\" href=\"https:\/\/www.soltel.es\/en\/\"><span itemprop=\"name\">Home<\/span><\/a><meta itemprop=\"position\" content=\"1\"\/><\/div><div class=\"g-breadcrumbs-separator\"><i class=\"far fa-angle-right\"><\/i><\/div><div class=\"g-breadcrumbs-item\">Pages<\/div><\/nav><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_large\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1-2 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div data-us-scroll=\"{&quot;from_initial_position&quot;:&quot;1&quot;,&quot;start_position&quot;:&quot;0%&quot;,&quot;end_position&quot;:&quot;100%&quot;,&quot;delay&quot;:&quot;0.1s&quot;,&quot;translate_y_direction&quot;:&quot;down&quot;,&quot;translate_y_speed&quot;:&quot;0.5x&quot;}\" class=\"w-image us_custom_81dbcac1 has_scroll_effects has_translate_y align_none\"><div class=\"w-image-h\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/www.soltel.es\/wp-content\/uploads\/2025\/05\/holografico-soltel.png\" class=\"g-placeholder\" alt=\"\" srcset=\"https:\/\/www.soltel.es\/wp-content\/uploads\/2025\/05\/holografico-soltel.png 1024w, https:\/\/www.soltel.es\/wp-content\/uploads\/2025\/05\/holografico-soltel-300x300.png 300w, https:\/\/www.soltel.es\/wp-content\/uploads\/2025\/05\/holografico-soltel-150x150.png 150w, https:\/\/www.soltel.es\/wp-content\/uploads\/2025\/05\/holografico-soltel-400x400.png 400w, https:\/\/www.soltel.es\/wp-content\/uploads\/2025\/05\/holografico-soltel-660x660.png 660w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/div><\/div><\/div><\/div><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h3><b>SERVICE MANAGEMENT SYSTEM POLICY<\/b><\/h3>\n<p><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><span style=\"font-weight: 400;\"> It specializes in providing administration and maintenance services for IT and telecommunications systems geared towards businesses.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our <\/span><b>MISSION<\/b><span style=\"font-weight: 400;\"> is to offer our clients value-added services for the administration and maintenance of Computer and Telecommunications Systems.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our <\/span><b>VISION<\/b><span style=\"font-weight: 400;\"> is to be a leading provider of IT and Telecommunications Systems administration and maintenance services for SMEs and large companies.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In line with our Mission and Vision, we have defined some <\/span><b>VALUES<\/b><span style=\"font-weight: 400;\"> to share, always keeping in mind proper management of services that allow us to develop a company culture, a way of working and making decisions in <\/span><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><span style=\"font-weight: 400;\">:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Our specialization and continuous updating.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ensuring that the quality of services is a constant in <\/span><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><span style=\"font-weight: 400;\"> based on the Service Quality Agreements (SLAs) committed<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Establishing minimum response times and automating processes.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ensuring service availability.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">So, <\/span><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><span style=\"font-weight: 400;\"> is committed to developing, implementing, maintaining and continually improving its <\/span><b>Service Management System <\/b><span style=\"font-weight: 400;\">With the aim of continuous improvement in service management and ensuring uninterrupted service, thereby meeting our effectiveness and efficiency objectives and maintaining excellence in service delivery, it is our policy to <\/span><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><span style=\"font-weight: 400;\"> that:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Work is underway to develop and improve the automation of service processes.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ensure compliance with service requirements for complete information and customer service.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The commitment to continuous improvement is achieved by establishing annual objectives related to increasing customer satisfaction, reducing the number of incidents, and improving response times.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Compliance with business, legal or regulatory requirements and contractual obligations.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Training and awareness activities on process and incident management will be carried out for all staff.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The necessary measures will be established to guarantee the availability of the service committed to in the Service Level Agreements, as well as the continuity of the business of <\/span><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The Management System Manager is directly responsible for maintaining this policy, providing advice and guidance for its implementation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Seville, June 4, 2019. The Management.<\/span><\/p>\n<hr \/>\n<h4><b>INFORMATION SECURITY POLICY<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">In <\/span><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><span style=\"font-weight: 400;\">, aware that the information handled is a resource of great value, an Information Security Management System has been established in accordance with the requirements of the ISO\/IEC 27001 standard to guarantee the continuity of information systems, minimize the risks of damage and ensure compliance with the set objectives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The objective of the Security Policy is to establish the necessary framework for protecting information resources against threats, internal or external, deliberate or accidental, in order to ensure compliance with the confidentiality, integrity and availability of information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The effectiveness and implementation of the Information Security Management System is the direct responsibility of Management, which is responsible for the approval, dissemination, and compliance with this Security Policy. An Information Security Management System Officer has been appointed on its behalf and has sufficient authority to play an active role in the Information Security Management System, overseeing its implementation, development, and maintenance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Management will develop and approve the risk analysis methodology used in the Information Security Management System. All individuals whose activities may be directly or indirectly affected by the requirements of the Information Security Management System are obligated to strictly comply with the Security Policy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In <\/span><b>SOLTEL IT SOLUTIONS, S.L.U. <\/b><span style=\"font-weight: 400;\">All necessary measures will be implemented to comply with applicable regulations regarding general security and cybersecurity, relating to IT policy, building and facility security, employee conduct, and the use of outsourced services in computer systems. The measures necessary to guarantee information security through the application of standards, procedures, and controls must ensure the confidentiality, integrity, and availability of information, which are essential for:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Comply with current legislation regarding information systems.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ensuring the confidentiality of the data managed by <\/span><b>SOLTEL IT SOLUTIONS, S.L.U.<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ensure the availability of information systems, both in the services offered to clients and in internal management.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">To ensure the ability to respond to emergency situations, restoring the operation of critical services in the shortest possible time.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Avoid improper alterations to the information.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Promote awareness and training in information security.<\/span><\/li>\n<li style=\"font-weight: 400;\">Continuously improve our management system.<\/li>\n<\/ul>\n<div class=\"v1elementToProof\">\n<p>The various departments must be prepared to prevent, detect, respond to, and recover from incidents, in accordance with Article 8 of the National Security Framework (ENS), to ensure that threats do not materialize or affect the information they handle or the services they provide. Preventive measures should eliminate or reduce the possibility of threats materializing, considering both deterrence and exposure reduction. Response measures should interrupt security incidents in a timely manner. Recovery measures will allow for the restoration of information and services.<\/p>\n<p>The system will guarantee the preservation of data and information in electronic format, keeping services available throughout the information lifecycle, through a design and procedures that form the basis for the preservation of digital heritage.<\/p>\n<p>Thus, the pillars of the Security Policy will be:<\/p>\n<ol>\n<li>Prevention, avoiding, or at least preventing as far as possible, that information and services are harmed by security incidents.<\/li>\n<\/ol>\n<p>To achieve this, the minimum security measures determined by the ENS must be implemented, as well as any additional controls identified through a threat and risk assessment.<br \/>To ensure compliance with the policy, the department must:<\/p>\n<ul>\n<li>Authorize the systems before they go into operation.<br \/>\u2022 Regularly assess security, including evaluations of configuration changes made routinely.<br \/>\u2022 Request periodic review by third parties in order to obtain an independent assessment.<br \/>\u2022 Identify if a remote attacker could penetrate the defenses.<br \/>\u2022 Determine the impact of a security breach.<\/li>\n<\/ul>\n<ol>\n<li>Detection. Since services can degrade rapidly due to incidents, ranging from a simple slowdown to complete shutdown, they are continuously monitored to detect anomalies in service levels and to act accordingly, in accordance with Article 9 of the ENS, based on:<\/li>\n<\/ol>\n<ol>\n<li>a) Develop an appropriate response to incidents that could not be avoided, reducing the probability that the system as a whole will be compromised.<br \/>b) Minimize the final impact on it.<\/li>\n<\/ol>\n<p>Detection, analysis and reporting mechanisms will be established when any significant deviation from the parameters that have been pre-established as normal occurs.<\/p>\n<ol>\n<li>Response. Procedures will be established to respond to incidents or detected events that compromise, or have the potential to compromise, security. It will be the responsibility of all personnel to report any event that may pose a threat and to collaborate with the security incident management team.<\/li>\n<li>Recovery. To ensure the availability of critical systems, continuity plans will be developed.<\/li>\n<\/ol>\n<p>To this end, the minimum security measures REQUIRED by the ENS FOR MEDIUM-LEVEL SYSTEMS must be implemented, as well as any additional controls identified through a threat and risk assessment that meets the requirements of the ENS and Regulation (EU) 2016\/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95\/46\/EC (General Data Protection Regulation) (hereinafter, GDPR).<\/p>\n<p>Additionally, SOLTEL will continuously monitor service delivery levels, track and analyze reported vulnerabilities, and prepare an effective incident response to ensure the continuity of services provided.<\/p>\n<\/div>\n<hr \/>\n<h4><b>QUALITY AND ENVIRONMENTAL POLICY<\/b><\/h4>\n<p><strong>SOLTEL IT SOLUTIONS<\/strong> It is a leading technology company with an international focus, distinguished by providing excellent service quality to its customers, sustained profitability to its shareholders, expanded opportunities for professional and personal development to its employees, and a positive contribution to society by acting with a commitment to global citizenship.<\/p>\n<p>This approach is based on the following principles:<\/p>\n<ul>\n<li>To comply with all requirements imposed by our clients, as well as with current legal and regulatory provisions and other requirements that the company subscribes to, which are applicable to the products and\/or services developed in the company and which have an effect on the environment.<\/li>\n<li>Integrate continuous improvement into the company's strategy and respect for the environment, establishing and maintaining a quality and environmental management system focused on processes and subject to periodic reviews, progressively moving towards excellence.<\/li>\n<li>To make quality and respect for the environment a basic element in the company's culture.<\/li>\n<li>We identify and minimize the negative environmental impact of our services, and we strive for the efficient use of energy resources.<\/li>\n<li>To guarantee the continuous improvement of the quality and environment of our services and our work environment, maintaining the Integrated System<br \/>Management in an efficient and effective manner to ensure the satisfaction of our customers and our commitment to our employees.<\/li>\n<li>Plan the company's human and material resources by establishing programs that are reflected in objectives and goals.<\/li>\n<li>To achieve the active and responsible participation of employees, providing adequate training that facilitates the performance of their functions, enhances their participation and improves their involvement in minimizing the environmental impact in carrying out their tasks.<\/li>\n<li>Establish efficient channels of communication, information, consultation and participation with the different agents involved in the process, to understand their needs and expectations, establishing satisfactory relationships.<\/li>\n<li>To achieve high competitiveness in our markets based on the trust and loyalty of our customers and the commitment and loyalty of our employees.<\/li>\n<li>Contribute to minimizing energy consumption within our possibilities: turn off computer equipment, do not turn on the lights if it is not necessary, maintain the air conditioning, do not use elevators as much as possible, and limit staff use, in order to achieve efficient consumption of resources.<\/li>\n<li>Reduce paper consumption by printing only what is strictly necessary, printing double-sided, reusing what can be reused, and recycling in designated containers.<\/li>\n<li>Management of printing systems, with details of who uses the resources and their consumption.<\/li>\n<li>Commitment to comply with legal and other requirements.<\/li>\n<li>Commitment to environmental protection, including pollution prevention and other specific commitments relevant to the organization's context.<\/li>\n<li>To make our quality and environmental policy available to the public<\/li>\n<\/ul>\n<p>This quality and environmental policy is constantly evolving with the company, and is therefore reviewed for its continuous suitability in conjunction with the quality and environmental objectives, as it is considered a framework for establishing and reviewing these objectives.<\/p>\n<p><span style=\"font-weight: 400; font-size: 14px;\">\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Seville, June 4, 2019. The Management.<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3593","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gesti\u00f3n de servicios y SI - Soltel Group<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.soltel.es\/en\/gestion-servicios-y-si\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gesti\u00f3n de servicios y SI - Soltel Group\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.soltel.es\/en\/gestion-servicios-y-si\/\" \/>\n<meta property=\"og:site_name\" content=\"Soltel Group\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Soltel-IT-Solutions\/158795267511286\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-28T06:55:41+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@soltel_it\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"11 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.soltel.es\\\/gestion-servicios-y-si\\\/\",\"url\":\"https:\\\/\\\/www.soltel.es\\\/gestion-servicios-y-si\\\/\",\"name\":\"Gesti\u00f3n de servicios y SI - 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