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Home » Archives for virtuelle

Author: virtuelle

7 Ways AI is Transforming Decision-Making in Modern Businesses

Posted on May 21, 2025May 21, 2025 by virtuelle
7 Ways AI is Transforming Decision-Making in Modern Businesses

Businesses today face growing complexity in decision-making as they navigate evolving market demands and technological advancements. Artificial Intelligence (AI) has become a critical tool for enhancing business performance through smarter, data-driven decisions.

With capabilities such as advanced data analysis, predictive insights, and process automation, AI can help organisations remain competitive and adaptive. This article explores seven impactful ways AI can reshape business decision-making.

1. Enhancing Data-Driven Decisions

Data-driven decision-making has become essential in today’s competitive landscape. Extracting meaningful insights from extensive data sources can be challenging without advanced technology. AI-powered systems can analyse large datasets, identify patterns, and generate actionable insights that improve business strategies.

For example, retailers can use AI to predict product demand by considering multiple data points such as historical sales, store visit trends, planned store openings, and cyclical market factors . This approach helps optimise inventory management by ensuring high-demand products are in stock while minimising surplus inventory, reducing costs and improving profitability.

2. Strengthening Risk Management

Effective risk management depends on predicting and mitigating potential threats. AI-powered monitoring systems can continuously evaluate operational data, flagging suspicious patterns that might signal emerging risks. This proactive approach enables businesses to respond before issues escalate.

For instance, financial institutions can deploy AI to detect fraudulent transactions by analysing real-time account activity. An AI system could recognise unusual withdrawal patterns in customer accounts and automatically trigger security alerts and enable quicker fraud prevention.

3. Boosting Operational Efficiency

Operational efficiency depends on streamlined workflows and reduces manual tasks. AI can automate repetitive tasks, reduce processing times, and minimise human error, allowing businesses to reallocate resources to higher-value projects.

Consider a logistics company using AI to optimise delivery routes. An AI-driven system could analyse live traffic data, weather forecasts, and driver availability to recommend the fastest and most cost-effective delivery schedules.

4. Personalising Customer Engagement

Meeting customer expectations requires personalised interactions. AI-driven tools can help analyse customer behaviour to deliver tailored marketing campaigns, product recommendations, and support services.

An e-commerce platform, for example, could use AI to suggest products based on browsing habits, recent purchases, and product reviews. This tailored shopping experience could increase conversion rates while enhancing customer loyalty.

5. Supporting Strategic Planning

Long-term success depends on strategic foresight. AI-powered systems simulate various business scenarios, helping leaders evaluate outcomes and choose the best strategies based on predictive insights.

Energy companies can use AI-driven predictive models to anticipate electricity demand based on weather patterns and historical usage data. This insight can inform production schedules, ensuring energy is supplied efficiently while reducing waste.

6. Enhancing Employee Productivity

Repetitive tasks can drain employee productivity. AI-powered tools take over these tasks, enabling employees to focus on creative problem-solving, innovation, and strategic initiatives.

For example, marketing teams can use AI-driven content generators such as Microsoft Co-Pilot to craft initial campaign drafts based on audience data. Meanwhile, project management platforms powered by AI can schedule tasks, set deadlines, and track progress, helping teams stay on track.

7. Enabling Real-Time Decision-Making

Fast-changing business environments require immediate responses. AI-powered systems can process live data, enabling companies to make real-time adjustments and remain competitive.

Let’s say a hospitality company might use AI to implement booking management systems and adjust room rates or offer special rates based on real-time booking trends. If the system detects a spike in the demands for accommodations during a local event, it could auto matically increase room rates or promote last-minute packages to maximise occupancy and revenue.

Maximising Business Potential with AI

Successfully adopting AI requires businesses to find the right tools and strategies. Tools such as Microsoft Foundry and Microsoft Fabric are two powerful platforms designed to simplify AI adoption through advanced model management, data integration, and operational scalability.

Foundry focuses on enabling developers and data scientists to build, deploy, and manage AI models at scale, while Microsoft Fabric consolidates AI tools to ensure that data is clean, validated, and ready for actionable insights.

Businesses can unlock AI’s full potential by using tools that help drive smarter decisions and enhance competitiveness. Investing in AI-driven solutions empowers organisations to operate more efficiently, respond to market changes faster, and maintain long-term growth in a technology-driven world.

How Can Virtuelle Group Help?

Virtuelle can empower your business to leverage AI for smarter decision-making by providing tailored solutions that address your unique challenges. With Virtuelle’s expertise, your organization can:

  • Automate data analysis to uncover actionable insights quickly and accurately
  • Streamline operations by integrating intelligent automation into everyday workflows
  • Improve customer experiences through personalised recommendations and faster response times
  • Strengthen risk management by identifying potential issues before they escalate
  • Drive innovation by identifying new opportunities and optimising processes using AI 

Contact us today to learn how Virtuelle Group can help your business stay ahead of the curve, making confident, data-driven decisions in a rapidly evolving landscape.

Posted in News, Updates and Features

Employee Mistakes: 5 Critical DLP Gaps Putting Your Organisation at Risk

Posted on May 14, 2025May 14, 2025 by virtuelle
Employee Mistakes: 5 Critical DLP Gaps Putting Your Organisation at Risk

Discover how poor Data Loss Prevention leaves organisations vulnerable to employee errors, insider threats, and security breaches—and learn how the right DLP strategies can protect sensitive data before it’s too late..

The Role of Employee Errors in Data Loss

Data Loss Prevention (DLP) strategies are designed to safeguard sensitive data, but when poorly implemented, they fail to account for employee errors—one of the leading causes of data loss. Here’s how these errors, coupled with insider threats, can compromise Organisational security:

1. Accidental Exposure of Sensitive Data

Employees often unintentionally mishandle sensitive data, such as sending confidential files to the wrong recipient or uploading documents to unsecured platforms. These errors can lead to data breaches, reputational harm, and regulatory penalties.

To prevent this, implement automated DLP policies that flag or block data transfers containing sensitive information. For example, a DLP system can automatically detect if an employee attempts to send an email containing unencrypted financial data outside the Organisation and prevent the action.

 

2. Overly Broad Data Access

When employees have access to more data than their roles require, the risk of accidental leaks or intentional misuse increases significantly. For instance, an employee from the marketing team accessing sensitive financial records could lead to unintentional exposure.

A solution here is enforcing a “least privilege” access model. Role-based access controls (RBAC) ensure employees can only access the data they need. Pair this with regular audits to ensure access permissions are current and appropriate.

 

3. Unauthorised Use of External Devices

Employees often connect external devices, like USB drives, to company systems for convenience, potentially leading to unauthorised data transfers or malware infections.

DLP solutions that monitor and control USB usage can help. For example, you can configure DLP policies to block file transfers to unapproved USB devices while allowing trusted devices to function for business-critical tasks.

 

4. Mismanagement of Intellectual Property (IP)

Employees working remotely or on personal devices might inadvertently save or share proprietary data on unapproved platforms. For example, saving a product design to a personal cloud drive could lead to IP theft or competitive disadvantages.

Data classification and endpoint DLP tools are critical in addressing this risk. By tagging proprietary files as “highly confidential,” you can ensure they remain encrypted and restricted to approved devices and locations.

 

5. Delayed Detection of Unexpected Activity

Without robust monitoring, unusual employee activity—such as large-scale downloads of sensitive data—can go unnoticed. This delay gives potential malicious insiders ample time to exfiltrate data.

Deploying DLP tools with real-time monitoring capabilities mitigates this risk. For instance, if an employee suddenly accesses large volumes of restricted data, the system can alert the security team and trigger automated protective actions, such as suspending the account or blocking the activity.

Strengthen Your Data Loss Prevention Strategy

Employee errors are a leading cause of data loss, but their impact can be minimised with the right measures. A combination of automated tools, clear policies, and regular training ensures your Organisation stays protected from these common risks.

How Can Virtuelle Group Help?

Virtuelle Group offers tailored DLP solutions designed to safeguard your sensitive data. With their expertise, you can:

  • Detect and respond to threats in real time, minimising the risk of breaches.
  • Protect endpoints, cloud environments, and remote setups with holistic measures.
  • Mitigate risks from human error through expert-led education programs.

Don’t wait for a breach to compromise your business. Partner with Virtuelle Group to strengthen your defences, protect what matters most, and confidently stay ahead of emerging threats. Reach out today to build a proactive, reliable DLP strategy for your organisation.

Contact us today to learn how Virtuelle Group can help you build a proactive, reliable DLP strategy for your organisation..

Posted in News, Updates and Features

How AI is Shaping Cybersecurity: Opportunities and Challenges

Posted on May 7, 2025May 8, 2025 by virtuelle
How AI is Shaping Cybersecurity:  Opportunities and Challenges

Artificial intelligence (AI) is rapidly emerging as a powerful tool in cybersecurity. It can monitor networks, identify threats, and respond faster than ever before. However, its adoption comes with challenges. AI can amplify security measures but also increase vulnerabilities. Understanding AI’s advantages and risks is critical for organisations looking to strengthen their defences.

This article explores the benefits of AI, such as faster incident response, improved vulnerability management, and more accurate breach predictions, while highlighting the importance of balancing AI’s advantages with the risks posed by increasingly sophisticated cyberattacks.

The Pros of AI in Cybersecurity


AI Real-Time Threat Detection and Automation

AI systems analyse vast amounts of data to identify suspicious patterns and threats in real time. For example, AI-powered solutions detect malware and zero-day attacks by recognising anomalies before they escalate. Unlike traditional systems that rely on predefined rules, AI can adapt to new threats, offering a dynamic line of defence.

Predictive Modelling for Future Risks

AI uses predictive modelling to identify vulnerabilities and anticipate potential cyber threats. It detects patterns in historical data, enabling organisations to act proactively. For instance, AI can predict advanced persistent threats (APTs), allowing companies to patch weaknesses before they are exploited.

Enhanced Efficiency and Reduced False Positives

Traditional systems often overwhelm IT teams with false positives, causing alert fatigue. AI reduces these false alarms by distinguishing between genuine threats and benign anomalies. This improves response times and ensures critical threats are not overlooked.

Improved Data Protection

AI continuously monitors networks, securing sensitive data from breaches. Australian businesses, which increasingly handle customer data, benefit from AI’s ability to detect unusual activity, such as unauthorised access to confidential files. This reduces the risk of costly data breaches and helps maintain compliance with data protection laws.

The Cons of AI in Cybersecurity


AI-Powered Tools in the Hands of Attackers

Attackers are now using AI to their advantage. Cybercriminals employ AI to automate attacks, create realistic phishing emails, and develop advanced malware. Deepfake technology is a growing threat, as it enables criminals to impersonate individuals, bypassing verification processes. The ACSC warns of evolving tactics, including AI-driven ransomware attacks that are harder to detect.

Bias and Inaccuracies in Detection

AI systems rely on training data, which can sometimes be biased or incomplete. This can result in false positives or missed threats. For example, a biased dataset could cause an AI system to misclassify legitimate activity as suspicious, disrupting business operations. Ensuring high-quality, unbiased data is crucial to avoid these pitfalls.

Privacy Concerns and Ethical Dilemmas

AI processes vast amounts of data, raising privacy concerns. Biometric recognition, for instance, can intrude on individual privacy if misused. Governments and organisations must address ethical questions, such as how much surveillance is acceptable and whether AI decisions can be trusted without human oversight.

High Costs and Dependence on AI Systems

Implementing AI in cybersecurity requires significant investment in technology and skilled personnel. For many Australian SMEs, these costs can be prohibitive, especially when implemented and managed by internally. Additionally, over-reliance on AI may lead to complacency, as organisations risk neglecting the value of human intelligence in identifying nuanced threats.

Case Study: The Commonwealth Bank of Australia

The Commonwealth Bank of Australia (CBA) stands out as a leading example of how AI can transform cybersecurity. In 2021, CBA introduced AI systems to analyse customer behaviour, identifying suspicious activities and recovering over $100 million from scams. This initiative enhanced fraud detection and customer protection.

In 2023, CBA expanded its AI efforts with tools like NameCheck and CallerCheck. NameCheck alerts customers when account details do not match intended payees, while CallerCheck verifies bank representatives’ identities, preventing impersonation scams.

The impact has been significant:

  • 50% Reduction in Scam Losses: Halved scam-related losses through AI-driven tools.
  • 30% Fewer Fraud Reports: Customers reported fewer fraud incidents.
  • Proactive Monitoring: AI analyses 20 million payments daily, issuing 20,000 alerts.

CBA’s AI-driven approach has strengthened fraud prevention, improved operational efficiency, and boosted customer confidence, setting a benchmark for AI success in cybersecurity.


Wrapping Up: Navigating AI’s Role in Cybersecurity

Artificial intelligence is transforming cybersecurity, offering significant advantages like real-time detection, automation, and improved efficiency. However, its potential risks, including misuse by attackers, biases, and high costs, cannot be ignored.

Organisations should combine AI systems with human oversight, invest in high-quality data, and adopt ethical practices to mitigate risks. As cyber threats continue to evolve, understanding both the benefits and challenges of AI will be crucial for building resilient defences. Businesses that take a proactive, informed stance will be better equipped to protect themselves in an increasingly digital world

How Can Virtuelle Group Help?

Virtuelle Group can help businesses harness AI in cybersecurity safely by providing end-to-end services that go beyond just identifying threats-we also support rapid remediation and ongoing protection. Our offerings include cyber security strategy, governance and compliance, penetration testing, managed security services, and incident response, all tailored to your unique needs.

Contact us today to learn how Virtuelle Group can help you navigate the complex landscape of AI in Cybersecurity, ensuring that innovation is balanced with AI’s advantages and the risks posed are mitigated.

Posted in News, Updates and Features

Mandatory Ransomware Reporting: What Businesses Need to Know

Posted on April 30, 2025May 8, 2025 by virtuelle
Mandatory Ransomware Reporting: What Businesses Need to Know

Cybercrime is an escalating threat to Australian businesses, driving the government to implement stricter measures. The Cyber Security Act 2024, the country’s first standalone cyber security legislation, introduces mandatory ransomware reporting to address the increasing risk. By shifting from voluntary to compulsory reporting, this law aims to provide authorities with accurate data to mitigate cyber threats more effectively and disrupt ransomware operations.

Understanding the implications of this change is crucial for businesses. From reporting obligations to privacy safeguards, this article breaks down what you need to know about mandatory ransomware reporting and how it will impact your organisation.

Understanding the Cyber Security Act 2024

The Cyber Security Act 2024 represents Australia’s first standalone legislation dedicated to cyber security. It provides a clear legislative framework for addressing systemic cyber threats and protecting critical infrastructure. The Act received Royal Assent in November 2024, and various provisions, including mandatory ransomware reporting, are set to take effect by May 2025.

This Act is part of the broader 2023-2030 Australian Cyber Security Strategy, which aims to position Australia as a global leader in cyber security. It introduces several key measures, such as:

  • Mandating minimum cyber security standards for smart devices.
  • Establishing a Cyber Incident Review Board.
  • Enhancing protections under the Security of Critical Infrastructure Act 2018.

However, the mandatory ransomware reporting requirement stands out as the most immediate concern for many Australian businesses.

The Impact of Mandatory Ransomware Reporting to Businesses

The mandatory reporting framework addresses a critical gap in Australia’s cyber security landscape—the underreporting of ransomware incidents. Historically, voluntary reporting mechanisms have failed to provide the government with a comprehensive understanding of the threat landscape. This new measure is designed to disrupt the ransomware business model and prevent cybercriminals from profiting at the expense of Australian businesses.

Who Needs to Report?

Mandatory ransomware reporting applies to businesses with an annual turnover exceeding AUD $3 million, as confirmed in the Cyber Security (Ransomware Reporting) Reporting Rules 2024. This threshold ensures that larger businesses, which are more likely to be targeted by ransomware attacks, comply with the reporting obligations.

Key criteria include:

  • The business must operate in Australia and meet the turnover threshold.
  • The incident must involve a ransomware payment, either made directly or by a third party on behalf of the business.

What Needs to Be Reported?

Businesses are required to report ransomware payments within 72 hours of making the payment or becoming aware of it. The reporting obligation is triggered only when a ransomware payment is made, not upon receipt of a ransom demand. This means that if a business receives a ransom demand but does not make a payment, it is not required to report the incident under this specific obligation. The report must include:

  • Contact and business details of the reporting entity.
  • Details about the cyber security incident, including its impact.
  • Information about the ransom demand and payment, such as the amount and method of transfer.
  • Communications with the extorting entity.

Privacy Safeguards

The Act includes strict provisions to protect the privacy of reporting businesses. Information provided in ransomware payment reports can only be used for specific purposes, such as:

  • Assisting the business in responding to the incident.
  • Supporting government intelligence and response strategies.
  • Advising on national cyber security policy.

Critically, this information is shielded from use in most legal proceedings, ensuring businesses are not penalised for complying with their reporting obligations.

Implementation Timeline and Compliance

The ransomware reporting obligation will come into effect in May 2025, six months after the Act’s Royal Assent. This grace period allows businesses to prepare for compliance. It’s essential for organisations to review their cyber security frameworks, establish reporting protocols, and educate key personnel about the new requirements.

Non-compliance with the mandatory reporting obligation can result in civil penalties, with fines of up to 60 penalty units. However, the government has committed to an education-first approach, prioritising support and engagement with businesses to facilitate compliance.

The Road Ahead for Businesses in Australia

The Cyber Security Act 2024 marks a significant step forward in Australia’s fight against cybercrime. By introducing mandatory ransomware reporting, the government aims to disrupt the ransomware business model and build a stronger, more secure cyber environment. While the new obligations may pose initial challenges, they represent a critical investment in the long-term resilience and security of Australian businesses.

As the mandatory reporting deadline approaches in May 2025, businesses must act now to ensure they are ready to comply. By doing so, they contribute to a safer digital landscape for all.

How Can Virtuelle Group Help?

Virtuelle Group is well-positioned to assist businesses in navigating these changes and ensuring compliance with the new rules.

  • Security Framework Review – Assess and strengthen your current cyber security measures to align with best practices and regulatory requirements.
  • Reporting Protocols – Develop and implement clear incident response and reporting procedures to meet the 72-hour ransomware payment reporting rule
  • Compliance Support – Provide ongoing guidance and managed services to ensure your business meets all new legal obligations and avoids penalties.

Contact us today to learn how Virtuelle Group can help you confidently address the new mandatory ransomware reporting requirements, strengthen your security frameworks, and ensure ongoing compliance with the Cyber Security Act 2024.

Posted in News, Updates and Features

AI Compliance: Navigating Future Risks for Businesses and Governments

Posted on April 22, 2025April 22, 2025 by virtuelle
AI Compliance: Navigating Future Risks for Businesses and Governments

As AI transforms industries, businesses and governments must navigate emerging risks like data privacy, bias, and security—discover how AI governance can balance innovation with responsibility and compliance.

Artificial intelligence (AI) is changing how businesses and governments operate by enabling faster decisions, improving productivity, and enhancing service delivery. As AI adoption grows, so do concerns about its potential risks. Issues like data privacy, governance, and security have become critical challenges that need careful management.

This article looks at strategies for managing AI risks while ensuring systems stay secure and compliant. It also highlights how organisations can balance technological progress with ethical responsibility.

Understanding AI Compliance: Why It Matters

AI compliance means following laws, ethical standards, and industry guidelines when creating and using AI systems. It ensures that AI tools are safe, fair, and transparent. While AI can automate tasks and improve decision-making, it also brings risks like data breaches, biased results, and unclear accountability.

Industries such as finance, healthcare, and public services face higher compliance demands because of the sensitive data they manage. By understanding these risks, organisations can develop better policies and reduce potential legal or ethical problems.

Emerging Risks in AI-Driven Economies

AI technologies bring unique risks that require active management. Addressing these issues is key to supporting long-term sustainability and fairness.

1. Data Privacy & Security Risks

AI systems process large amounts of personal, financial, and commercial in confidence  data, making them attractive targets for cyberattacks. Unsecured AI tools can cause data breaches that expose sensitive information. Businesses must secure data and limit collection to avoid breaching privacy rules.

2. Bias & Discrimination

AI can reinforce biases when it is trained on unfair or incomplete data. For instance, recruitment algorithms may favour certain demographics if the training data lacks diversity. To reduce discrimination, developers should use diverse datasets and regularly check for bias.

3. Transparency & Accountability

Many AI systems work like “black boxes,” making their decision-making process difficult to understand. This creates accountability problems, especially when AI-driven mistakes happen. Businesses should be able to explain how their AI works and facilitate external reviews when necessary.

4. Environmental Risks

Running AI systems can impact energy consumption and raise environmental considerations. Data centres that power AI tools require significant electricity, contributing to environmental concerns. Companies should consider energy-efficient technology and eco-friendly AI practices.

Regulatory Frameworks and Governance Models Taking Shape


Global Regulatory Trends

Governments around the world are setting rules to manage AI-related risks. The EU’s AI Act sorts AI tools by risk level, with tougher rules for critical areas like healthcare and policing. In the U.S., executive orders push AI innovation while addressing privacy and national security concerns.

Australia’s Approach

Australia follows a two-step strategy for AI governance by using voluntary guidelines and considering mandatory rules for high-risk uses. In August 2024, the government introduced the Voluntary AI Safety Standard, which provides guidance on creating safe and ethical AI systems.

In September 2024, Australia proposed mandatory rules for high-risk AI systems affecting public safety, human rights, and legal decisions. This ensures stricter regulation where needed while encouraging responsible AI development.

Voluntary vs. Mandatory Compliance

There is ongoing debate about whether AI compliance should be voluntary or legally required. Voluntary rules offer flexibility but may lack enforcement. Mandatory laws ensure responsibility but can limit innovation if applied too strictly. A balanced approach combining both methods could be the best solution.

Best Practices for Maintaining AI Governance

Effective AI governance ensures that organisations deploy and manage AI systems responsibly while driving business success. Following best practices can help organisations manage AI compliance effectively while supporting business growth.

Cross-Functional Collaboration

AI governance isn’t just an IT issue—it needs input from legal, risk management, ethics, and operational teams. Working together ensures comprehensive oversight, balanced decision-making, and alignment with organisational values.

Staying Updated on Regulations

As AI governance frameworks evolve, businesses must stay informed about industry best practices and emerging guidelines. This includes:

  • Monitoring updates from regulatory bodies and industry groups.
  • Reviewing and revising internal governance policies regularly.
  • Conducting periodic AI audits to ensure adherence to governance principle

Developing Incident Response Plans

Proactive risk management can prevent governance failures. This includes:

  • Identifying potential risks related to AI deployment.
  • Establishing protocols for issue detection and resolution.
  • Regularly reviewing incidents to strengthen governance processes.

The Future of Responsible AI

As AI adoption continues to reshape businesses and governments, ensuring compliance has never been more important. Proactively managing AI risks through clear governance, transparent practices and regulatory adherence can safeguard against legal, financial and ethical challenges.

How Can Virtuelle Group Help?

Businesses and governments must act now by adopting comprehensive AI compliance strategies that balance innovation with accountability. By fostering responsible AI development, organisations can build trust, drive growth and remain resilient in an increasingly AI-powered world.

Virtuelle Group is well-positioned to offer a suite of services that help your organisation manage AI risks, ensure regulatory compliance, and balance innovation with ethical responsibility.

  • IT & AI Risk Reviews – strategic analysis of AI/IT environments, compliance gap identification, roadmaps
  • AI Governance Frameworks – custom governance strategies, policy development, stakeholder engagement
  • Data Security & Privacy – security assessments, cloud compliance, data protection aligned with local regulations
  • Compliance Monitoring – regular audits, regulatory tracking, incident response planning
  • Training & Change Management – staff workshops, policy rollout, multi-team collaboration

Contact us today to learn how Virtuelle Group can help you navigate the complex landscape of AI governance and compliance, ensuring that innovation is balanced with responsibility and regulatory adherence.

Posted in News, Updates and Features

Align to Essential Eight Maturity Level Three for Top Cyber Resilience

Posted on May 27, 2024February 28, 2025 by virtuelle
Align to Essential Eight Maturity Level Three for Top Cyber Resilience

To any organisation looking to align with the Essential Eight’s Maturity Level Three (ML3) – Congratulations!

Having previously aligned with both Maturity Level One (ML1) and Maturity Level Two (ML2), you should already have a robust cyber security posture in place. Your organisation should already be resilient against most common types of cyber-attacks.

However, the cyber-criminals are also upping their game.

As many organisations lift their cyber resilience, the criminals are also embracing new tactics. They are resorting to increasingly sophisticated methods that circumvent common cyber controls.

What does this mean for your organisation?

Put simply, you cannot rest on your laurels. Organisations must continuously look for ways to strengthen cyber resilience. Aligning with Essential Eight ML3 will help embed continuous cyber uplift within your organisation.

What is Essential Eight Maturity Level Three?

Essential Eight ML3 helps make your organisation resilient against cyber-criminals who are increasingly skilled and adaptive.

These are attackers who don’t need to rely on off-the-shelf hacking tools. Rather, they are attackers who are adept at identifying and exploiting any weakness in a target’s environment. They are the types of attackers who will be quick to exploit any newly identified vulnerabilities.

Often, these types of cyber-criminals select their targets carefully. They invest time and effort in conducting reconnaissance and engaging in social engineering, before carefully selecting a target that will be likely to deliver a solid return on that investment. Because they tend not to be interested in smash and grab tactics, they look for organisations with inadequate logging and monitoring capabilities, so they can gain persistent access to the target’s environment.

How does Maturity Level Two differ from Maturity Level One?

While Maturity Level One focused on basic cyber resilience, and a theme of Maturity Level Two was ensuring you have an adequate incident response capability, Maturity Level Three has a focus on driving continuous improvement.

One feature of ML3 is its focus on specific timeframes. Not only do certain cyber activities need to be conducted routinely, but they need to be conducted within specific timeframes that reduce any windows of opportunity attackers may have to exploit you.

Such timeframes help ensure that your organisation is continuously upping its game in the race against the cyber-criminals.

Icon_1--APPLICATION-CONTROL-

1-APPLICATION CONTROL

All too often, vulnerable applications are exploited by cyber criminals to gain access to your environment. That is why ML1 and ML2 emphasise the importance of only allowing staff to access applications you trust.

However, while most of the focus tends to be on internet-facing applications, it is also important to remember that non-internet facing systems must also be secured.
Non-internet facing systems can pose a significant risk to your organisation. If a cyber-criminal finds a way to breach your network perimeter, they may move laterally across the network, potentially compromising non-internet facing systems as well.

That’s why ML3 takes application control to the next level. Organisations looking to align with the Essential Eight’s ML3 should ensure they are also implementing security controls on applications hosted on non-internet facing servers.

To start with, we recommend turning off any applications on non-internet facing servers that are not absolutely necessary. For example, a non-internet facing server has no need for a web browser application, yet they are often installed by default. Such applications should either be disabled or removed completely.

Additionally, ML3 requires regular analysis of event logs from non-internet facing servers. This will help detect potentially malicious activity, such as unauthorised access, whether by staff members or external individuals.

Icon_PATCH-APPLICATIONS

2- PATCH APPLICATIONS

Unpatched applications are routinely exploited by cyber criminals to gain access to a target’s environment. That’s why ML1 and ML2 emphasise the importance of routine patching and vulnerability scanning, so your IT teams can ensure they don’t neglect rolling out important patches.

When it comes to the Essential Eight’s ML3, software patching is taken to the next level. Not only should regular patching be a routine activity, but it sets time limits on when those patches should be implemented.

Patches of critical vulnerabilities should be rolled out within 48 hours of a patch being made available. Meanwhile, patches for non-critical vulnerabilities should be rolled out within two weeks of the patch being made available.

These tighter time constraints around patching are designed to ensure that you don’t have vulnerable applications in your environment for extended periods of time, which would provide additional opportunities for cyber criminals to compromise you.

Additionally, ML3 requires the removal of applications from your environment in cases where the vendor no longer develops security patches.

Icon_CONFIGURE-MICROSOFT-OFFICE-MACROS

3- CONFIGURE MICROSOFT OFFICE MACROS

Macros can be a useful efficiency tool for staff who need to perform repetitive tasks using the Microsoft Office suite of applications, such as Excel. However, as discussed in ML1 and ML2, macros may be vulnerable to cyber-criminals who can exploit the automation of macros to execute malware in your environment.

That is why it is advised to disable macros unless individual staff members can demonstrate an overriding need to use them.

To align with ML3, you should only allow Microsoft Office macros to run within a sandboxed environment. A sandbox is a virtual machine that is isolated from the rest of the network and applications.

This would allow staff who need to use macros to do so without risking the rest of the organisation. They could run software that is potentially unsafe, while ensuring that any risks would be contained.

Icon_APPLICATION-HARDENING

4- APPLICATION HARDENING

To align with ML1 and ML2, you would have significantly hardened your applications by deactivating most unnecessary software functionality, including Flash and JavaScript.

To align with ML3, you should also disable or remove the .NET Framework, which is a widely used open-source software development framework. While many application developers enjoy the flexibility of the .NET Framework, it does pose a range of security risks.

The .NET Framework can be vulnerable to a range of risks, including remote code execution attacks.

Additionally, ML3 requires Windows PowerShell 2.0 to be disabled or removed. PowerShell is a task automation and configuration management program from Microsoft. Unlike newer PowerShell versions, version 2.0 lacks many security features, leaving it vulnerable to a range of attacks.

Icon_5--RESTRICT-ADMINISTRATIVE-PRIVILEGES-

5- RESTRICT ADMINISTRATIVE PRIVILEGES

User accounts with administrative privileges pose a significant risk if the credentials to those accounts are compromised. When cyber-criminals gain access to privileged accounts, they typically have the ability to access more systems, manipulate configurations, compromise highly valuable data, and run malware.

For these reasons, ML1 and ML2 emphasise the importance of restricting administrative privileges according to the Principle of Least Privilege (PoPL), while ensuring inactive administrative accounts are deactivated.

To align with the Essential Eight’s ML3, you should also ensure that privileged access to systems, applications and data repositories are restricted. Users should be limited to only what is required to undertake their duties.

Additionally, administrative activities should only take place on a dedicated secure admin workstation. This helps avoid the risk of undertaking administrative activities on a compromised endpoint.

Finally, administrative activities should be undertaken on systems and applications in accordance with just-in-time administration principles. In other words, administrative tasks, such as configuration changes, should take place as they are required, rather than far in advance, providing less time for cyber-criminals to undertake malicious acts.

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6- PATCH OPERATING SYSTEMS

Just as ML3 requires you to patch applications within specific timeframes, you should also ensure Operating Systems (OS) are patched within specific timeframes.

Patches remediating critical vulnerabilities in the OS powering your workstations, non-internet-facing servers, non-internet-facing network devices, drivers, and firmware should all be rolled out within 48 hours of the patch being made available.

In cases where such vulnerabilities are deemed not to be critical, then you have one month to roll the patches out.

ML3 also requires you to ensure that the latest OS releases are always in use.

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7- MULTI-FACTOR AUTHENTICATION

As we know, multi-factor authentication (MFA) is one of the most effective ways to prevent cyber-attacks. That is why ML1 emphasised the importance of rolling it out across your organisation, while ML2 sought to strengthen MFA by making it phishing resistant.

When it comes to ML3, you are also urged to implement MFA on data repositories. Data repositories are widely used in organisations where different teams of staff need access to data for a range of purposes. The data stored in these repositories is often highly valuable, making them attractive targets for cyber-criminals. By ensuring that MFA is enabled on your repositories, you can help prevent unauthorised access to your valuable data.

You should also ensure that MFA on your data repositories is phishing resistant. Using physical tokens is one effective way to achieve this.

Organisations that provide customers with access to online systems, such as customer portals, should also enable MFA on such systems.

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8- REGULAR BACKUPS

The key to recovering quickly following any cyber incident is having comprehensive backups. To align with ML1, you would have ensured that your critical business data was being backed up regularly. ML2 went a step further, ensuring measures were in place that would block privileged users from modifying or deleting those backups.

To align with ML3, you also need to ensure that users, both regular and privileged, cannot access their own backups. By isolating users from their own backups, you help ensure that in the event of an account being compromised, the attacker won’t be able to pivot and tamper with that user’s backups.

The one exception to this rule is the backup administrator account. While a backup administrator needs access to all backups in cases that they need to be restored, they should be prevented from modifying and deleting backups during their retention period.

How can Virtuelle help?

Aligning with the Essential Eight’s Maturity Level Three will help your organisation achieve robust cyber resilience. However, implementing some of the measures contained in ML3 may require a degree of expertise that is beyond the capabilities of many IT teams.

With Virtuelle Security guiding you through the implementation of ML3, you can ensure you align with all its requirements and achieve a strong cyber security posture.

Virtuelle Security will work with your organisation to understand your specific circumstances. We will then tailor a program of works that help you achieve your cyber uplift goals.

Contact us today for a FREE 1:1 consultation with Robert Kirtley, our Cyber Security Director, and learn how Virtuelle Security can help protect your organisation.

Posted in News, Updates and Features

Getting from the ASD Essential Eight Cyber Security Maturity Level 1 to Maturity Level 2

Posted on May 4, 2024February 28, 2025 by virtuelle
Getting from the ASD Essential Eight Cyber Security Maturity Level 1 to Maturity Level 2

Take a moment to pat yourself on the back!

You’ve worked hard to implement each of the eight cyber risk mitigation strategies contained in the Australian Signals Directorate’s (ASD) Essential Eight. Now that you’ve reached Maturity Level One (ML1), this should ensure that your organisation is ready to stop most common types of cyber-attacks.

But this is just the first step – What if your organisation were to face a more sophisticated threat actor?

This is where the Essential Eight Maturity Level Two (ML2) can assist. ML2 takes your cyber maturity to the next level, arming you to defend against more determined attackers.

What is Essential Eight Maturity Level Two?

The focus of ML2 is on threat actors who have more advanced or sophisticated capabilities. Such attacks may occur less frequently, but the threat they can pose to your organisation is greater.

These attackers aren’t just looking for easy targets. They are prepared to invest time and effort in specifically targeting organisations that offer greater rewards.

Importantly, these attackers will make use of more effective tools in carrying out their malicious activities. It is likely that they will seek to bypass security controls and evade detection using compromised credentials. These may be obtained via phishing and social engineering techniques.

By aligning with ML2, your organisation can help stop attackers who are deliberately targeting your organisation.

How does Maturity Level Two differ from Maturity Level One?

One of the key features of the Essential Eight’s Maturity Level Two is its focus on incident response.

Incident response is vital as it is impossible to reduce cyber risk down to zero. In the event of a cyber incident, it is essential that organisations have the ability to respond effectively and recover quickly. This will enable them to resume operations and contain any damage caused by the incident.

ML2 emphasises the importance of continuously analysing cyber security events, so that a rapid response can be launched whenever a cyber security incident occurs. That is why continuous monitoring of your digital environment with the use of SIEM platforms, as well as comprehensive incident response plans, are essential.

ML2 also emphasises the need for cyber security incidents to be appropriately escalated to your organisation’s Chief Information Security Officer (CISO) or another appropriate individual, as soon as possible. This will help ensure that your incident response plan is enacted quickly, thereby containing the damage to your organisation.

Furthermore, ML2 emphasises the importance of reporting cyber incidents to the Australian Signals Directorate (ASD) as soon as possible after they occur or are discovered.

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1-APPLICATION CONTROL

To reach ML1 we recommended that you limit staff access to applications that you know are secure, and that you could achieve this with the use of an application whitelisting platform.

To reach ML2, it is important to realise that, like everything in cyber security, application control is not a “set and forget” activity. You will need to strengthen your application control settings on an ongoing basis. One of the most effective ways you can achieve this is through implementing AppLocker, Microsoft’s recommended application blocklist.

AppLocker is an application whitelisting platform that restricts which applications users can run based on a range of rules, including the software’s developer or location. Your IT administrators will be able to implement rules according to defined groups within your organisation, or even to specific individual users.

In line with the need for continuous strengthening, you should also ensure you are reviewing the rules you implement around application controls on an annual basis.

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2- PATCH APPLICATIONS

When it came to application patching, we advised that ML1 required organisations to develop and implement patching processes, preferably on a routine basis, such as monthly.

Once you have procedures in place to help you keep up to date with application patching, ML2 requires you to take the next step by using vulnerability scanners, so no applications are accidentally forgotten.

Ideally, vulnerability scanning should occur on a fortnightly basis. They can help you identify any missing patches or updates in your environment.

In particular, a vulnerability scanning tool can be used to pinpoint bugs in applications that tend to fall between the cracks. Most organisations prioritise patching Microsoft 365, web browsers, email clients, PDF software, and security products. However, organisations often have a range of other applications in their environment that tend to be patched less frequently.

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3- CONFIGURE MICROSOFT OFFICE MACROS

Macros, which allow users to automate a range of repetitive actions in the Microsoft Office suite of applications, can represent a significant risk to an organisation. Because macros run automatically, cyber-criminals are known to manipulate them in order to execute malicious software.

That is why we advised that it was important to disable macros to achieve ML1, unless specific employees could demonstrate an overriding need for them to access macros.

You should also have controls in place that prevent individual users from changing macro settings in the Microsoft Office suite. This helps ensure that users cannot circumvent macro security controls.

In order to align with ML2, you should also ensure that macros cannot make Win32 API calls. Win32 is an application programming interface (API) that allows developers to create applications that can run on the Microsoft Windows operating system.

Cyber-criminals can abuse Win32 API calls by prompting the launch of malicious shellcode without writing anything directly to disk. Click here to learn more about blocking Win32 API

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4- APPLICATION HARDENING

When it comes to application hardening, you should already have deactivated software functionality that is not required, as well as blocked Flash or JavaScript, both of which can represent a security risk.

When taking the next step to achieve ML2, harden your applications in line with Australian Signals Directorate (ASD) guidance, as well as guidance from software vendors.

This particularly applies to Microsoft Office applications, as well as PDF software and web browsers.

Importantly, you should ensure that individual users do not have the ability to override security settings, as well as ensuring that child processes cannot be automatically created in the Microsoft Office suite.

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5- RESTRICT ADMINISTRATIVE PRIVILEGES

When aligning with ML1, we spoke of the importance of implementing the Principle of Least Privilege (PoLP) to ensure users only have access to systems and data that they absolutely require in order to perform their job.

Once you have implemented user roles and assigned appropriate privileges, there are a number of additional steps you can take to align with ML2.

You should ensure that user roles with privileged access to systems, applications and data are disabled after 12 months, unless revalidated. Furthermore, you should have systems in place to disable a privileged user’s access to systems, applications and data if the user has been inactive for 45 days.

Such measures are particularly important for larger organisations where staff turnover may be high. It is often difficult to ensure that departing employees are quickly offboarded from the active directory, so you need measures in place to ensure that former employees no longer have access to privileged user accounts.

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6- PATCH OPERATING SYSTEMS

Patching Operating Systems (OS) was essential for aligning to ML1. When it comes to achieving alignment with ML2, it is best to ensure that OS patching is taking place on a routine basis.

Review OS patching processes, not only when it comes to servers, but also with regards to endpoints. This can be particularly challenging in a BYOD (bring your own device) environment.

Conduct random audits of the personal devices staff are using for work purposes, to ensure all staff are keeping the OS on their devices up to date.

If required, conduct training for staff to ensure they know how to check whether the OS on their personal device is up to date, and how they can manually run updates if not set to run automatically.

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7- MULTI-FACTOR AUTHENTICATION

Multi-factor authentication (MFA) is one of the most effective measures any organisation can implement to protect its systems, applications, and data from malicious activity.

To align with ML1, implementing MFA was a key requirement. When it comes to aligning with ML2, it is also important to ensure that your MFA is resistant to phishing attempts.

We know that MFA requires ‘something you have.’ Typically, this is a one-time-passcode that is sent to the user via SMS or accessed via an authenticator application on the user’s phone. However, one-time-passcodes may be vulnerable to phishing.

For this reason, consider the use of physical tokens instead of one-time-passcodes.

A physical token may need to be in close physical proximity to a device, or directly connected to a device via USB, in order to satisfy the ‘something you have’ requirement.

The financial investment in physical tokens, as well as the effort involved in managing physical tokens for all your staff, can be considerable. At a minimum, ensure that privileged access users are required to authenticate with a physical token.

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8- REGULAR BACKUPS

Backing up your data is one of the most important measures you can undertake. Regular backups will enable your organisation to resume operations as quickly as possible following a cyber incident.

Ensuring regular backups was a requirement for aligning with ML1. When it comes to aligning with ML2 it is also important to ensure that privileged users cannot modify or delete backups. This is important because if a privileged user account is compromised, you want to ensure that the malicious actor cannot inflict further harm on your organisation by destroying backups, thereby preventing you from recovering after the incident.

These restrictions on privileged users should not extend to admin accounts.

 

How can Virtuelle help?

There are a range of measures organisations should implement to align with the Essential Eight’s Maturity Level Two. Some of these measures may be onerous, particularly for organisations with IT teams that are busy keeping up with BAU requirements.

Engaging assistance from external experts may be the most effective and efficient way for your organisation to align with ML2.

Virtuelle Group has the expertise to ensure the measures required to align with ML2 are implemented in a way that suits the specific circumstances of your organisation. We work closely with you to understand your existing cyber security capabilities and identify ways in which these can be uplifted to help you resist more sophisticated threat actors.

Contact us today and learn how Virtuelle Group can help protect your organisation.

Posted in News, Updates and Features

How to fast track getting to ASD Essential 8 – Maturity Level 1?

Posted on April 3, 2024February 28, 2025 by virtuelle
How to fast track getting to ASD Essential 8 – Maturity Level 1?

When it comes to cyber security, there’s both good and bad news.

Let’s start with the bad news: Cyber-crime rates have never been higher. The latest ACSC Threat Intelligence Report shows that nearly 94,000 cyber-crime incidents were reported over the previous financial year. With the average cost of a cyber-crime for a medium-sized business now exceeding $97,200, it’s not surprising many organisations are looking for ways to rapidly boost their cyber resilience.

However, it’s not all doom and gloom.

The good news is that most cyber-crime is NOT highly sophisticated. Most cyber-criminals are opportunists on the hunt to make a quick buck. Of course there are sophisticated cyber-criminals out there using advanced tactics, techniques, and procedures to target their victims. But they are not the majority.

So, what does this mean for your business?

Put simply, any organisation looking to develop and implement a cyber security strategy for the first time should focus on measures that prevent low-level cyber-crime. By directing limited resources in this way, organisations can avoid becoming a victim of the most common types of cyber-crime.

In this blog, we focus on what it takes to rapidly align to the Essential Eight’s Maturity Level One (ML1).

What is the ASD Essential 8?

The Essential Eight is a cyber security framework developed by the Australian Cyber Security Centre (ACSC) to help organisations mitigate cyber threats and enhance their cyber security posture.

It consists of eight key strategies that are considered essential for improving an organisation’s resilience against cyber-attacks. These strategies are based on the most common methods used by cyber-criminals to compromise systems and data.


Within the Essential Eight framework there are four maturity levels, from Maturity Level Zero (no security posture) through to Maturity Level Three (able to defend against highly sophisticated cyber-attacks).


For most medium-sized businesses, aligning with Maturity Level One offers strong protection against the most common types of cyber-crimes you are likely to confront.

What is the E8 Maturity Level 1?

Maturity Level One, or ML1, focuses on preventing the most common types of cyber-criminals, i.e., those who are not highly skilled. These are the cyber-criminals that continuously scan the internet for any opportunities they can quickly and easily exploit. They are the bottom feeders of the cyber-crime world.

By aligning with the Essential Eight’s ML1, you will ensure that your organisation has a solid cyber security foundation in place. Not only will you prevent the most common types of cyber-crime, but you will also be in a strong position to build upon those foundations in the future, thereby further uplifting your cyber maturity over time to prevent even more advanced cyber threats.


Furthermore, cyber insurance often mandates that policyholders need to demonstrate they are taking active measures to uplift their cyber-resilience. By aligning with the Essential Eight’s ML1, you can demonstrate that you have the fundamentals of cyber-resiliency in place that will protect your organisation from the most common types of cyber-attacks.

How to quickly align with Essential Eight Maturity Level One?

Let’s go through the eight key strategies of the Essential Eight and what measures you can implement to align with Maturity Level One:

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1-APPLICATION CONTROL

Many cyber-attacks occur due to security vulnerabilities in applications. It is essential to ensure that all the applications used in your organisation are secure. But do you even know which applications are being used in your organisation?

One of the most important measures you can take to reach Maturity Level One is to limit staff access to approved applications that are known to be secure.

This can be achieved through using application whitelisting platforms.

These platforms allow you to create a list of approved applications. Any applications not listed will be blocked from your organisation’s computers or servers.

To create a list of approved applications, start by engaging staff across your organisation and do an audit of all the applications they are using. Then categorise the applications on a scale of 1 (nice-to-have) to 5 (business critical).

Starting from category 5, assess each application’s risk profile, including the level of functionality, integration with other systems, and access to sensitive data. Applications that pose a high level of risk should be scanned for vulnerabilities, and possibly pen tested. Also ensure that the applications are configured correctly, and privileged access is restricted to authorised individuals.

By ensuring that only secure applications are approved for use in your organisation, you can significantly increase your cyber-resilience.

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2- PATCH APPLICATIONS

Once you have restricted access to secure applications only, you need to ensure that your applications continue to remain secure. This is where patching comes in.

A patch is an update to an application’s code that is designed to fix any identified security bugs or improve the application’s functionality. By rapidly rolling-out security patches as soon as developers make them available, an organisation can stay one-step ahead of cyber-criminals who are hunting for un-patched applications they can exploit.

Develop and implement a patching process for your organisation. Ensure that at least one individual is accountable for ensuring that security patches are rolled-out as quickly as possible, especially those patches that are designed to fix critical vulnerabilities in applications.

Consider designating a specific date each month when applications will be patched.

Ideally, all security patches would be rolled-out immediately upon being made available. However, this might be a challenge depending on the volume of patches and applications involved. Therefore, you should ensure that critical vulnerabilities are given top priority, while other security patches should be rolled-out as soon as practicable.

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3- CONFIGURE MICROSOFT OFFICE MACROS

If, like most organisations, you use Microsoft Office applications, such as Word, Excel, PowerPoint etc., then you need to be cautious around the use of macros.

What is a macro? Macros are a feature within Microsoft Office applications that allow users to automate a range of repetitive actions. Macros allow users to save a considerable amount of time.

However, cyber-criminals can also take advantage of macros by embedding hidden malicious code into files, such as Excel or Word documents. Because macros can run automatically, they may trigger the execution of malware in your environment, without you realising it until it is too late.

It is important to ensure that macros are deactivated in your organisation unless a staff member can demonstrate an important reason why they need macros. Your IT team should be making use of tools to block macros.

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4- APPLICATION HARDENING

Keep your applications simple. Applications that perform a limited number of functions are easier to protect than complex applications that perform multiple functions. As functionality increases, there is a need for more complex code, which could unwittingly introduce more security vulnerabilities.

By deactivating application functionality that is not required, a process known as ‘hardening,’ you are reducing the number of potential security vulnerabilities that cyber-criminals could exploit.

Some basic hardening measures you can take include deactivating applications’ ability to run Flash or JavaScript, as these are commonly used in cyber-security exploits.

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5- RESTRICT ADMINISTRATIVE PRIVILEGES

Staff should only be able to access the systems and data required to do their job. This is known as the principle of least privilege (PoLP).

PoLP is important because if a user account with admin privileges is compromised, the cyber-criminals could access large quantities of sensitive data, manipulate configurations and bypass security settings. By restricting the number of users with admin privileges, the risk of a breach having catastrophic consequences for the organisation is reduced.

Start by undertaking a review of all the systems in your organisation and ensure that user profiles are configured correctly with appropriate privileges. Also, make sure procedures are in place to rapidly deactivate any user accounts whenever a staff member leaves the organisation.

It is also important to have procedures in place to regularly review user profiles to ensure they remain configured correctly over time.

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6- PATCH OPERATING SYSTEMS

Whatever Operating System (OS) runs the computers in your organisation, it is essential to ensure that they are always updated with the latest security patches.

Just like other applications, security vulnerabilities are routinely identified in Operating Systems. As soon as patches are developed to fix these vulnerabilities, you should ensure that the OS is updated so that you will be protected from cyber-criminals who are seeking to exploit those vulnerabilities.

One of the most effective ways to achieve this is by automating OS updates, particularly on endpoints. Make sure staff understand that they should not delay rebooting their computers when prompted to do so.

When it comes to security updates for servers, designate a specific time each month for your IT team to test and roll-out security patches.

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7- MULTI-FACTOR AUTHENTICATION

Compromised passwords are one of the most significant security risks.
Many people create weak passwords and routinely re-use the same passwords across multiple systems. The dark web is awash wish billions of compromised passwords that cyber-criminals use to compromise systems.
That’s where Multi-Factor Authentication (MFA) comes in.

MFA is one of the most effective measures to prevent cyber-criminals accessing systems with compromised passwords. Users wishing to access a system need to verify their identity using two or more pieces of evidence, including:

  • Something they know (such as their password)
  • Something they have (such as a one-time code sent to their mobile phone)
  • Something they are (such as their fingerprint)

Ensuring that MFA is activated on all systems is one of the most effective ways to strengthen your organisation’s cyber-resilience.

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8- REGULAR BACKUPS

Cyber-resilience is about more than preventing cyber-attacks. You also need to be able to recover quickly should a cyber-attack occur.

That’s why backing-up your critical data is so important.

With attacks like ransomware on the rise, you need to ensure that your business can continue operating, even if cyber-criminals steal or block access to your data. Back-ups allow you to quickly restore your files and systems, limiting the damage that a cyber-attack can inflict on your business.

Critical data should be backed-up on a regular basis, preferably daily. The data should be stored in a totally separate system. Set up a process to regularly monitor back-ups to ensure they are occurring as intended. Verify that backed-up data is accurate and readily recoverable.

 

How can Virtuelle help?

There are numerous measures associated with aligning to the Essential Eight’s Maturity Level One. For busy IT teams, implementing all these measures can be daunting. They may not even know where to begin.

That’s where an Essential Eight Maturity Level One strategy comes in.

With an ML1 strategy that is customised to the unique circumstances of your organisation, your IT team will have a clear roadmap of measures they should take that will help them quickly align to ML1.

Virtuelle Security Essential 8 Consulting Team will work closely with your organisation to understand the cyber-risks you confront, as well as your existing capabilities and constraints. We will develop a customised roadmap that helps uplift your cyber-resilience so you can quickly get to Essential Eight’s Maturity Level One.

Contact us today for a free consultation and learn how Virtuelle Security can help protect your organisation.

Posted in News, Updates and Features

4 tips for better customer feedback

Posted on August 21, 2018October 18, 2023 by virtuelle
4 tips for better customer feedback

From the layout of your organisation’s mobile app to the typeface your marketing team uses in email communications, your customers have an opinion about almost everything. No department is immune to criticism, including IT.

More often than not, customer feedback reflects legitimate concerns. But even when a comment is trivial, it isn’t always going to be what you want to hear. The important thing is that CIOs and IT managers have a plan for gathering and learning from that feedback. After all, the only way IT teams can improve is if they see their work through the eyes of someone else.

In an effort to improve the quality of your IT team’s work, here are four tips for uncovering more valuable insights from customers and staff.

1. Listen to your team

By the time an IT issue escalates from the customer service team to the IT department, chances are it is serious. Ask your team to maintain a list of the most common IT issues reported by both customers and business users, and make resolving these a priority.

2. Speak to your customer service and sales teams

The IT department is no longer a dark, back-office haven for so-called ‘technology geeks’. However, the fact is that most IT teams still spend more time interacting with computers than customers.

To find out what customers really think about your work, you need to stay in regular communication with your organisation’s front line staff: customer service and sales representatives. In what areas are customers struggling? What aspects of technology could be improved to deliver better customer experiences? What feedback could you incorporate into the next product release?

Because they talk to customers every day, customer service and sales representatives are uniquely positioned to capture – and share – customer feedback. To ensure continual improvement, be proactive about harnessing their knowledge in a productive way.

3. Meet with your marketing team

There’s no doubt that talking to customers is important. However, you can also gather actionable feedback by observing how people use your product and interact with your brand.

Ask your marketing team about customer behaviour analytics, such as time on site and bounce rates. What can you do as CIO to improve those analytics? Can you automate processes to streamline customer experiences, or update technologies to ensure consistent experiences across touch points?

As a starting point, Forrester research shows many marketing teams are struggling to meet customer expectations for consistent, engaging communications. If your marketing team reports similar difficulties, for example, you could take steps to address shortcomings in areas such as process automation and tools to support multi-channel communications. Don’t be afraid to ask how you and your team can add value.

4. Implement innovative customer feedback tools and processes

Your marketing and customer service teams may already use feedback forms and surveys for collecting customer feedback about products, services and processes.

As head of technology, CIOs should take the lead when it comes to ensuring these tools are integrated in a useful way. How is feedback stored and managed? Can you better exploit feedback to support continual improvement? Is there a more effective way for your customer service team to conduct telephone surveys?

***

5. Remember to follow up

After you have put your customer feedback into action, be sure to follow up. Check with your IT team to make sure that customers are no longer reporting the same issues. Ask your customer service team if their resolution times have reduced. And stop by the chief marketing officer’s desk to find out whether their analytics have improved.

Measuring the impact of your changes will provide you with the data you need to inform future approaches and strengthen collaboration between teams.

What are your best tips for soliciting and managing customer feedback? Let us know in the comment section below.

Posted in News, Updates and Features

4 Teams CIOs need to work with for success

Posted on May 31, 2018October 18, 2023 by virtuelle
4 Teams CIOs need to work with for success

High-performing CIOs are stepping up into enterprise leadership positions. For the first time, they are expected to influence business strategy, rather than just being handed strategies for implementation.

While it is true that these CIOs may find success focusing on their own teams, doing so can limit innovation and constrain the sharing of ideas. The most effective CIOs, therefore, recognise the importance of working with other teams.

Those that collaborate are more likely to deliver optimal value and relevance in business outcomes. To help get you started, here are four teams every CIO and IT manager should get to know better.

1. IT team

As every CIO knows, a motivated and talented IT team is worth its weight in gold. Harnessing the full potential of internal technical resources is critical to performance, particularly in a business environment characterised by agility and innovation.

With many competing priorities, building strong professional relationships with direct reports ensures all team members are working towards the same goals. If team members are too busy to make these goals a priority, consider outsourcing time-consuming IT tasks such as server and network maintenance.

A proactive approach to employee engagement, collaboration and manageable workloads can lead to:

  • Improved IT team performance
  • Reduced turnover
  • Increased productivity

2. Customer service team

Delivering outstanding customer service is almost impossible without IT support. According to Gartner, half of all customer experience projects involve technology, with IT playing a vital role in execution and maintenance.

High-quality customer experiences and lightning-fast resolution times, therefore, depend on access to the right technologies. These might include:

  • Integrated customer service systems that provide real-time access to customer information
  • Repeatable workflows that speed up resolution times
  • Cost-effective enterprise business telephony solutions to streamline customer service processes

With this in mind, it is worth meeting regularly with customer service representatives. Ask questions including:

  • What are your biggest process-related headaches?
  • Which customer queries take the longest to resolve? Why?
  • What opportunities do you see for IT to help you do your job better?

The answers to these questions can help to pinpoint process shortcomings. They can also identify opportunities for IT to improve customer service capabilities.

3. Marketing team

With varied backgrounds and priorities, marketing and IT teams usually have different ideas on how to leverage technology to achieve corporate goals.

CIOs, for example, may consider marketing’s demand for the latest technologies unrealistic. Meanwhile, marketing executives may feel frustrated when IT prioritises technology investments that benefit the greatest number of users over the long-term – which usually excludes marketing software.

These attitudes need to change. As cloud, digital and mobile technologies become more widespread, marketing now relies on IT to extend its capabilities with technology.

This means that marketing teams need IT support to deliver the digital experiences that customers expect. Similarly, IT must tap into the marketing team’s expertise in customer engagement to develop more effective IT solutions.

By joining forces, CIOs and marketers are better equipped to:

  • Understand their customers
  • Identify the most appropriate technology solutions
  • Implement technology in a way that improves the customer experience

4. Finance team

In most organisations, the finance team works with the CIO to expense future IT expenditure and infrastructure costs.

By working with the finance team to reduce costs through managed services or using more efficient, cost-saving communications products, CIOs can reduce operating expenses and redirect spending to where it is needed most.

What next?

At the end of the day, fostering a culture of communication requires a willingness to look beyond your own team to find answers.

Organisational change won’t happen overnight, but it will have long-term impact when supported by collaboration-focused CIOs and IT managers.

What do you do to support collaboration across teams? Share your thoughts in the comments below.

Posted in News, Updates and Features

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