Guía de sistema de gestión de seguridad de la información SGSI para entidades de contact center

Abstract

The present work contains a guide so that the contact center entities can implement information security models (SGSI), based on the ISO27001 norms, an information security scheme will be developed taking reference to a case study of a Colombian company dedicated to contact center. Through this document and a prototype of software in web architecture, it is intended to perform the risk management of the case study in question, so that the contact center companies have a base with which to plant their necessary security systems with the amount of threats that can affect the business and its continuity. It was decided to take this business activity to implement the ISO 27001 standard as a fundamental basis, since these business models are subject to very high availability percentages, which require control of risks that may affect the business. The categorization of the assets, the collection and evaluation of risks, the associated controls and monitoring that will be presented below, aim to reduce the probability scales of the occurrence of the risks and the impacts on assets themselves. Once these good practices have been carried out, the contact center companies can have a clearer basis on how to respond to the risks that affect the business.