Was ist das eigentlich? Cyberrisiken verständlich erklärt

Es wird viel über Cyberrisiken gesprochen. Oftmals fehlt aber das grundsätzliche Verständnis, was Cyberrisiken überhaupt sind. Ohne diese zu verstehen, lässt sich aber auch kein Versicherungsschutz gestalten.

Beinahe alle Aktivitäten des täglichen Lebens können heute über das Internet abgewickelt werden. Online-Shopping und Online-Banking sind im Alltag angekommen. Diese Entwicklung trifft längst nicht nur auf Privatleute, sondern auch auf Firmen zu. Das Schlagwort Industrie 4.0 verheißt bereits eine zunehmende Vernetzung diverser geschäftlicher Vorgänge über das Internet.

Anbieter von Cyberversicherungen für kleinere und mittelständische Unternehmen (KMU) haben Versicherungen die Erfahrung gemacht, dass trotz dieser eindeutigen Entwicklung Cyberrisiken immer noch unterschätzt werden, da sie als etwas Abstraktes wahrgenommen werden. Für KMU kann dies ein gefährlicher Trugschluss sein, da gerade hier Cyberattacken existenzbedrohende Ausmaße annehmen können. So wird noch häufig gefragt, was Cyberrisiken eigentlich sind. Diese Frage ist mehr als verständlich, denn ohne (Cyber-)Risiken bestünde auch kein Bedarf für eine (Cyber-)Versicherung.

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Genesys GCP-GC-ADM : Genesys Cloud Certified Professional - Contact Center Administration ACTUAL EXAM QUESTIONS

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Exam Number : GCP-GC-ADM
Exam Name : Genesys Cloud Certified Professional - Contact Center Administration
Vendor Name : Genesys
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GCP-GC-ADM test Format | GCP-GC-ADM Course Contents | GCP-GC-ADM Course Outline | GCP-GC-ADM test Syllabus | GCP-GC-ADM test Objectives


Exam Specification: GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration

Exam Name: GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration
Exam Code: GCP-GC-ADM
Exam Duration: 90 minutes
Passing Score: Not specified
Exam Format: Multiple-choice questions

Course Outline:

1. Introduction to Genesys Cloud Contact Center
- Overview of Genesys Cloud platform
- Key features and components of Genesys Cloud contact center
- Understanding contact center administration roles and responsibilities

2. Contact Center Configuration and Setup
- Setting up and configuring Genesys Cloud contact center
- Managing organizations, divisions, and users
- Configuring roles and permissions

3. Contact Routing and Queuing
- Configuring routing strategies and rules
- Defining queues and skills
- Configuring routing policies and priority

4. IVR and Call Flows
- Designing and configuring IVR (Interactive Voice Response) systems
- Creating and managing call flows
- Implementing self-service options and voice prompts

5. Agent Management and Performance
- Managing agent profiles and permissions
- Monitoring agent performance and productivity
- Configuring agent groups and teams

6. Reporting and Analytics
- Generating and interpreting contact center reports
- Analyzing contact center metrics and KPIs
- Using analytics tools for performance optimization

Exam Objectives:

1. Understand the features and components of Genesys Cloud contact center.
2. Configure and set up the contact center environment.
3. Manage organizations, divisions, users, roles, and permissions.
4. Configure contact routing strategies, queues, and skills.
5. Design and configure IVR systems and call flows.
6. Manage agent profiles, permissions, and teams.
7. Monitor agent performance and productivity.
8. Generate and analyze contact center reports and analytics.

Exam Syllabus:

Section 1: Introduction to Genesys Cloud Contact Center (10%)
- Overview of Genesys Cloud platform
- Contact center administration roles and responsibilities

Section 2: Contact Center Configuration and Setup (20%)
- Setting up and configuring Genesys Cloud contact center
- Managing organizations, divisions, and users
- Configuring roles and permissions

Section 3: Contact Routing and Queuing (20%)
- Routing strategies and rules
- Queues and skills configuration
- Routing policies and priority

Section 4: IVR and Call Flows (20%)
- IVR design and configuration
- Call flow creation and management
- Self-service options and voice prompts

Section 5: Agent Management and Performance (15%)
- Agent profiles and permissions
- Agent performance monitoring
- Agent groups and teams configuration

Section 6: Reporting and Analytics (15%)
- Contact center reports generation and interpretation
- Contact center metrics and KPI analysis
- Analytics tools for performance optimization



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How To Get PMP Certification: Is PMP Certification Worth It?

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Project Management Professional (PMP)® certification can make you stand out against the competition in the field of project management. If you’ve wondered how to get PMP certification, know that you must first complete work experience, training courses and an exam.

But is PMP certification worth it? In this article, we’ll explore what it takes to get certified, how much you might have to pay and how PMP certification can help you level up your project management career.

What Is PMP Certification?

Professional certifications verify your career skills and allow you to learn more about important concepts and industry best practices that can help in your day-to-day operations.

PMP certification is the most widely recognized in the world of project management. It’s available through the Project Management Institute (PMI), which publishes the Project Management Body of Knowledge (PMBOK). The PMBOK is the Holy Grail of knowledge when it comes to project management concepts.

PMP certification demonstrates a strong understanding of the concepts set forth in the PMBOK and other reference materials. This designation can help you distinguish yourself from your peers and gain respected credentials in your field. Along the way, you’ll learn about concepts like Agile, waterfall project scheduling, leadership and business management.

How to Sign Up for PMP Certification

The first step to earning PMP certification is to begin work in the field of project management. PMP certification requires months of work experience. Precise requirements vary depending on your level of education. If you have a bachelor’s degree, you’ll need 36 months of relevant project experience to qualify for the PMP credential. Without a degree, you must complete 60 months of experience.

If you have this work experience or are working toward it, the next step is to complete at least 35 hours of formal PMP training, also called “contact hours,” or hold a current CAPM certification. You can complete contact hours through a PMP certification course, which you may take online or in person. These courses take a few weeks to a few months to complete, and they teach the concepts you should understand before taking the PMP certification exam.

Below, we’ll discuss how to get a PMP certification in more detail, including prerequisites and PMP test costs.

PMP Certification Requirements

You must accomplish a certain amount of professional experience and formal training before you qualify for PMP certification.

If you have completed high school or an associate degree but not a bachelor’s, PMP certification requirements are as follows.

  • 60 months leading projects
  • 35 contact hours
  • If you have a bachelor’s degree, you must complete the following before pursuing PMP certification.

  • 36 months leading projects
  • 35 contact hours
  • PMP Cost

    Most PMP certification training programs (through which you can earn your contact hours) range in cost from around $300 to around $3,000. Courses offered through well-known colleges and universities tend to cost more, but many also offer for-credit programs that result in undergraduate or graduate certificates. Consider a program that holds GAC accreditation when searching for courses. Free PMP certification training is available through some resources, but usually only for short trial periods.

    To sit for the exam, the cost is $405 for PMI members or $575 for nonmembers.

    PMP Time Commitment

    How long does it take to get PMP certification? The most time-consuming part of the PMP certification process is completing the required work experience. Start documenting your work experience as soon as you consider applying for PMP certification. Once you get that experience under your belt, the rest of the certification process involves studying and scheduling your test. The time spent on this step can vary depending on your schedule and study habits, location and testing center availability.

    Most PMP certification training courses take only a few weeks to a few months to complete. After that, it’s up to you how much time you spend studying for the certification exam. Retakes cost $275 for PMI members and $375 for nonmembers, so it’s best to go into the test as prepared as possible.

    PMP Renewal Costs

    Once you’ve passed the PMP exam, you must complete a certain level of continuing education to keep your certification active. The renewal fee, due every three years, is $60 for PMI members or $150 for nonmembers.

    Is PMP Certification Worth It?

    To determine whether PMP certification is worth it to you, weigh the costs of certification against the potential benefits. Since we’ve listed the costs of PMP certification above, you likely have a good idea of the investment you’d need to make to get certified. Now, it’s time to consider your potential return on that investment.

    Benefits of PMP certification
  • Salary increase. PMPs in the U.S. earn about 32% more than their non-certified peers in project management.
  • Greater respect in the industry. The Project Management Institute is the leading organization for project management knowledge and the publisher of the PMBOK. Earning PMP certification through PMI carries lots of weight in the project management industry.
  • Greater career opportunities. Holding PMP certification should make you more marketable when it comes to looking for better or different positions in project management.
  • Consider Your Career

    Are you looking to make a career change? Move into a higher role in your current team? In either case, PMP certification could be just what you need to level up your career. As part of the certification process, you’ll learn industry best practices that you can start incorporating into your day-to-day work life immediately.

    Look at Earning Potential vs. Certification Cost

    According to PMI, PMP-certified professionals in the U.S. earn a median annual salary of $123,000, compared to a median of $93,000 for their non-certified colleagues. This translates to a 32% salary increase for certified PMPs.

    Multiply your current salary by 1.32 to estimate your potential PMP certification salary. You can then weigh that salary increase against the cost of PMP certification training and the PMP exam. This cost vs. benefit analysis can help you understand whether PMP certification would be worth it for you.


     


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    Warum sind Cyberrisiken so schwer greifbar?

    Als mehr oder weniger neuartiges Phänomen stellen Cyberrisiken Unternehmen und Versicherer vor besondere Herausforderungen. Nicht nur die neuen Schadenszenarien sind abstrakter oder noch nicht bekannt. Häufig sind immaterielle Werte durch Cyberrisiken in Gefahr. Diese wertvollen Vermögensgegenstände sind schwer bewertbar.

    Obwohl die Gefahr durchaus wahrgenommen wird, unterschätzen viele Firmen ihr eigenes Risiko. Dies liegt unter anderem auch an den Veröffentlichungen zu Cyberrisiken. In der Presse finden sich unzählige Berichte von Cyberattacken auf namhafte und große Unternehmen. Den Weg in die Presse finden eben nur die spektakulären Fälle. Die dort genannten Schadenszenarien werden dann für das eigene Unternehmen als unrealistisch eingestuft. Die für die KMU nicht minder gefährlichen Cyber­attacken werden nur selten publiziert.

    Aufgrund der fehlenden öffentlichen Meldungen von Sicherheitsvorfällen an Sicherheitsbehörden und wegen der fehlenden Presseberichte fällt es schwer, Fakten und Zahlen zur Risikolage zu erheben. Aber ohne diese Grundlage fällt es schwer, in entsprechende Sicherheitsmaßnahmen zu investieren.

    Erklärungsleitfaden anhand eines Ursache-Wirkungs-Modells

    Häufig nähert man sich dem Thema Cyberrisiko anlass- oder eventbezogen, also wenn sich neue Schaden­szenarien wie die weltweite WannaCry-Attacke entwickeln. Häufig wird auch akteursgebunden beleuchtet, wer Angreifer oder Opfer sein kann. Dadurch begrenzt man sich bei dem Thema häufig zu sehr nur auf die Cyberkriminalität. Um dem Thema Cyberrisiko jedoch gerecht zu werden, müssen auch weitere Ursachen hinzugezogen werden.

    Mit einer Kategorisierung kann das Thema ganzheitlich und nachvollziehbar strukturiert werden. Ebenso hilft eine solche Kategorisierung dabei, eine Abgrenzung vorzunehmen, für welche Gefahren Versicherungsschutz über eine etwaige Cyberversicherung besteht und für welche nicht.

    Die Ursachen sind dabei die Risiken, während finanzielle bzw. nicht finanzielle Verluste die Wirkungen sind. Cyberrisiken werden demnach in zwei Hauptursachen eingeteilt. Auf der einen Seite sind die nicht kriminellen Ursachen und auf der anderen Seite die kriminellen Ursachen zu nennen. Beide Ursachen können dabei in drei Untergruppen unterteilt werden.

    Nicht kriminelle Ursachen

    Höhere Gewalt

    Häufig hat man bei dem Thema Cyberrisiko nur die kriminellen Ursachen vor Augen. Aber auch höhere Gewalt kann zu einem empfindlichen Datenverlust führen oder zumindest die Verfügbarkeit von Daten einschränken, indem Rechenzentren durch Naturkatastrophen wie beispielsweise Überschwemmungen oder Erdbeben zerstört werden. Ebenso sind Stromausfälle denkbar.

    Menschliches Versagen/Fehlverhalten

    Als Cyberrisiken sind auch unbeabsichtigtes und menschliches Fehlverhalten denkbar. Hierunter könnte das versehentliche Veröffentlichen von sensiblen Informationen fallen. Möglich sind eine falsche Adressierung, Wahl einer falschen Faxnummer oder das Hochladen sensibler Daten auf einen öffentlichen Bereich der Homepage.

    Technisches Versagen

    Auch Hardwaredefekte können zu einem herben Datenverlust führen. Neben einem Überhitzen von Rechnern sind Kurzschlüsse in Systemtechnik oder sogenannte Headcrashes von Festplatten denkbare Szenarien.

    Kriminelle Ursachen

    Hackerangriffe

    Hackerangriffe oder Cyberattacken sind in der Regel die Szenarien, die die Presse dominieren. Häufig wird von spektakulären Datendiebstählen auf große Firmen oder von weltweiten Angriffen mit sogenannten Kryptotrojanern berichtet. Opfer kann am Ende aber jeder werden. Ziele, Methoden und auch das Interesse sind vielfältig. Neben dem finanziellen Interesse können Hackerangriffe auch zur Spionage oder Sabotage eingesetzt werden. Mögliche Hackermethoden sind unter anderem: Social Engineering, Trojaner, DoS-Attacken oder Viren.

    Physischer Angriff

    Die Zielsetzung eines physischen Angriffs ist ähnlich dem eines Hacker­angriffs. Dabei wird nicht auf die Tools eines Hackerangriffs zurückgegriffen, sondern durch das physische Eindringen in Unternehmensgebäude das Ziel erreicht. Häufig sind es Mitarbeiter, die vertrauliche Informationen stehlen, da sie bereits den notwendigen Zugang zu den Daten besitzen.

    Erpressung

    Obwohl die Erpressung aufgrund der eingesetzten Methoden auch als Hacker­angriff gewertet werden könnte, ergibt eine Differenzierung Sinn. Erpressungsfälle durch Kryptotrojaner sind eines der häufigsten Schadenszenarien für kleinere und mittelständische Unternehmen. Außerdem sind auch Erpressungsfälle denkbar, bei denen sensible Daten gestohlen wurden und ein Lösegeld gefordert wird, damit sie nicht veröffentlicht oder weiterverkauft werden.

    Ihre Cyberversicherung sollte zumindet folgende Schäden abdecken:

    Cyber-Kosten:

    • Soforthilfe und Forensik-Kosten (Kosten der Ursachenermittlung, Benachrichtigungskosten und Callcenter-Leistung)
    • Krisenkommunikation / PR-Maßnahmen
    • Systemverbesserungen nach einer Cyber-Attacke
    • Aufwendungen vor Eintritt des Versicherungsfalls

    Cyber-Drittschäden (Haftpflicht):

    • Befriedigung oder Abwehr von Ansprüchen Dritter
    • Rechtswidrige elektronische Kommunikation
    • Ansprüche der E-Payment-Serviceprovider
    • Vertragsstrafe wegen der Verletzung von Geheimhaltungspflichten und Datenschutzvereinbarungen
    • Vertragliche Schadenersatzansprüche
    • Vertragliche Haftpflicht bei Datenverarbeitung durch Dritte
    • Rechtsverteidigungskosten

    Cyber-Eigenschäden:

    • Betriebsunterbrechung
    • Betriebsunterbrechung durch Ausfall von Dienstleister (optional)
    • Mehrkosten
    • Wiederherstellung von Daten (auch Entfernen der Schadsoftware)
    • Cyber-Diebstahl: elektronischer Zahlungsverkehr, fehlerhafter Versand von Waren, Telefon-Mehrkosten/erhöhte Nutzungsentgelte
    • Cyber-Erpressung
    • Entschädigung mit Strafcharakter/Bußgeld
    • Ersatz-IT-Hardware
    • Cyber-Betrug