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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ServiceNow Servicenow-CIS-CSM : Certified Implementation Specialist - Customer Service Management ACTUAL EXAM QUESTIONS

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Exam Number : Servicenow-CIS-CSM
Exam Name : Certified Implementation Specialist - Customer Service Management
Vendor Name : ServiceNow
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Servicenow-CIS-CSM test Format | Servicenow-CIS-CSM Course Contents | Servicenow-CIS-CSM Course Outline | Servicenow-CIS-CSM test Syllabus | Servicenow-CIS-CSM test Objectives

Exam content is divided into Learning Domains that correspond to key syllabus and
activities typically encountered during ServiceNow implementations. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.
The following table shows the learning domains, weightings, and sub-skills measured by
this test and the percentage of questions represented in each domain. The listed subskills should NOT be considered an all-inclusive list of test content.

• Baseline Application Functionality

o Basic and advanced features in baseline installation of the current release

o Functionality and features added or changed in the current release

o State model and default process flow

o Basic and advanced operations performed by users and the system

• Architecture and Security

o Key tables used in the application

o Relationships among application tables

o Roles and default Access Controls

o Primary application components (Script Includes, Business Rules, etc.)

o Integration capabilities

• Business Cases / Use Cases

o Value proposition

o Key Performance Indicators and Benchmarks

o Selection of appropriate features and functions to meet business requirements

Learning Domain % of Exam

1 Incident Management 25%

2 Problem Management 10%

3 Change and Release Management 25%

4 Knowledge Management 10%

5 Request Fulfillment 25%

6 Configuration Management Database 5%

Total 100%

Exam Structure

The test consists of approximately 60 questions. For each question on the
examination, there are multiple possible responses. The person taking the test reviews
the response options and selects the most correct answer to the question.

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least four possible
responses. The candidate taking the test reviews the response options and selects the
one response most accurately answers the question.

Multiple Select (select all that apply)

For each multiple-select question on the exam, there are at least four possible
responses. The question will state how many responses should be selected. The
candidate taking the test reviews the response options and selects ALL responses that
accurately answer the question. Multiple-select questions have two or more correct
responses.

Exam Results

After completing and submitting the exam, a pass or fail result is immediately
calculated and displayed to the candidate. More detailed results are not provided to
the candidate.

Exam Retakes

If a candidate fails to pass an exam, they may register to take the test again up to
three more times for a cost of $100.

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ServiceNow Customer test

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Improve service operations to Excellerate customer satisfaction

When customers have an issue with their products or services, they want it fixed fast. This is easier said than done, as 25% of field service calls require at least one follow-up visit to complete, leaving customers (and technicians) frustrated and dissatisfied.

An inability to fix issues fast can often be attributed to a lack of visibility between customer service and field service and slow, inflexible processes. Data silos and disconnected systems can make it difficult to get a complete picture of what’s happening or access relevant customer histories that could help field service technicians and even customers, themselves, quickly resolve issues. Manual processes add further complications, making vital communications and collaborations spotty and incomplete.

What you need is a common platform that can connect your people, information, and systems to provide more effective self-service and field service operations. This is how ServiceNow® Customer Service Management and ServiceNow Field Service Management can help.

NewRocket Recognized as the 2023 ServiceNow Worldwide Customer Workflow Partner of the Year

...EXCESSIVE HEAT WARNING REMAINS IN EFFECT UNTIL 10 PM CDT FRIDAY... * WHAT...Dangerously hot conditions with daily heat index values of 105 to 110 expected during the afternoon and early evening hours. * WHERE...Portions of southeast Kansas and central, southwest and west central Missouri. * WHEN...Until 10 PM CDT Friday. * IMPACTS...Extreme heat and humidity will significantly increase the potential for heat related illnesses, particularly for those working or participating in outdoor activities. * ADDITIONAL DETAILS...Minimal overnight relief with lows around 75 to 80 and humid conditions. PRECAUTIONARY/PREPAREDNESS ACTIONS... Drink plenty of fluids, stay in an air-conditioned room, stay out of the sun, and check up on relatives and neighbors. Young children and pets should never be left unattended in vehicles under any circumstances. Take extra precautions if you work or spend time outside. When possible reschedule strenuous activities to early morning or evening. Know the signs and symptoms of heat exhaustion and heat stroke. Wear lightweight and loose fitting clothing when possible. To reduce risk during outdoor work, the Occupational Safety and Health Administration recommends scheduling frequent rest breaks in shaded or air conditioned environments. Anyone overcome by heat should be moved to a cool and shaded location. Heat stroke is an emergency! Call 9 1 1. &&

Innovating on Innovation: GuardRails Software on ServiceNow

CALGARY, AB / ACCESSWIRE / August 14, 2023 / Dyna Software Inc., a tech company from Canada, has been leading highly needed innovation in the ServiceNow software vendor space with their flagship product GuardRails. CEO and Founder Ron Browning stated at the latest ServiceNow Knowledge conference, "…We have been on a journey for five years now seeking to help ServiceNow customers reduce their risk in managing the platform while also reducing their cost of supporting and growing it. This all leads to move innovative business use of ServiceNow…"

Further explaining how GuardRails helps ServiceNow customers, Ron Browning added, "…it is no surprise to anyone that the cost to support and manage a well used ServiceNow platform only increases. Using their experiences operating and consulting on ServiceNow, they developed features focused on bringing artificial intelligence fueled automation to key, time consuming tasks handled by every ServiceNow support team."

While ServiceNow has been charging ahead with tremendous innovation in the workflow software arena, it appears companies producing software products like GuardRails are starting to become highly valuable innovators to the ServiceNow customer and partner communities.

Jeff Vosburgh, VP of Strategic Partnerships, explained, "GuardRails was intentionally designed to help both ServiceNow customers and ServiceNow partners, which are critical to the overall market growth of ServiceNow as a software product. They have placed great emphasis on collaborating with partners to strengthen their ability to reach and help more customers with their success."

As ServiceNow continues its growth and bring more business focused software products and features to customers, support teams of these customers have a growing worry: The broader business use of the software requires more support capacity, development strength, and ultimately increases the risk to stability. Wider spread enterprise use of software has inherent risk and mitigating this risk is quickly becoming a major area of focus for ServiceNow customers trying to innovate and enhance their business automation needs with ServiceNow.

"…We focus on the governance, management, and risk of development on the ServiceNow platform. For their customers, their confidence is increased when considering the broadened use of the platform in a business context. Their product enables intelligent visibility of risk in a manner that offers proactive action as well as education. This combination means their customers have the ability to proactively identify and address risk. It also means their customers are able to address the increased need of stronger ServiceNow development skill capabilities in their support resources," said Dyna Wang, the CTO of the company.

About ServiceNow

ServiceNow, Inc. is an American software company based in Santa Clara, California that provides it's customers a cloud computing platform to help manage digital workflows for enterprise operations. Over the past ten years, ServiceNow has positioned itself as a definitive leader in workflow automation with their emphasis on enterprise and industry focused software products for their platform. With many customers as early adopters, the growth of the platform has maintained a steep upwards trajectory. As a result of its popularity and effectiveness, an ecosystem of partners and independent software developers for the platform has developed and strengthened in parallel. Customers of ServiceNow today typically seek the assistance of this ecosystem community to help enable their use and stability of ServiceNow within their organizations. More information about ServiceNow can be found on their website: www.servicenow.com.

About Dyna Software Inc.

Dyna Software Inc is unique software engineering company in a space that seems to be growing with both need and value for ServiceNow customers. They have a focus on the enablement of ServiceNow customers to better manage, support and grow their use of ServiceNow. You can find their Development Operations Automation and Governance software, GuardRails on the ServiceNow Store (store.servicenow.com).

Contact:

Ron Browning

Chief Executive Officer

+15877168131

ron.browning@dynasoftwareinc.com

SOURCE: Dyna Software Inc.

View source version on accesswire.com:

https://www.accesswire.com/773746/Innovating-on-Innovation-GuardRails-Software-on-ServiceNow

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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