Case Study: Operational Resilience in Action

CLIENT OVERVIEW

A mid-sized professional services firm experienced rapid growth alongside increased digital transactions. The company sought to enhance its operational resilience by recognizing the escalating threat of cyber attacks. To this end, it partnered with AVATAR to develop a comprehensive Operational Resilience Plan (ORP).

OBJECTIVE

To demonstrate the effectiveness of a comprehensive Operational Resilience Plan (ORP) in mitigating the impacts of cyber attacks, showcasing how strategic risk management can enhance operational stability and maintain customer trust in a mid-sized professional services firm.

CHALLENGE

In early 2023, the firm faced a sophisticated cyber attack targeting its digital infrastructure, with attempts to breach sensitive customer data. The attack, characterized by signs of ransomware, posed a significant risk of halting operations and compromising client information.

When the cyber attack occurred, AVATAR’s incident response team acted swiftly, executing the following steps:

  • Immediate Containment: The team quickly isolated affected systems, preventing the further spread of the attack.
  • Communication Protocols: Clear internal and external communication plans were activated. Employees were informed about the situation and instructed on protocols, while stakeholders received timely updates to maintain trust.
  • Data Restoration: Thanks to regular backups, the team restored critical systems within hours, significantly reducing potential downtime.
  • Post-Incident Analysis: Following containment, the incident was thoroughly reviewed to identify how the attack breached defenses and adjust the ORP accordingly.

RESULTS

The operational resilience measures implemented led to significant outcomes:

  • Minimal Disruption: The firm experienced less than 4 hours of operational downtime, compared to the industry average of 24-48 hours during similar incidents.
  • Customer Trust Maintained: Effective communication and swift action preserved customer confidence, with only a 5% increase in customer inquiries compared to previous incidents.
  • Enhanced Security Posture: Based on the post-incident analysis, the firm made immediate improvements, further strengthening its cybersecurity defenses.

CONCLUSION

This case underscores the critical importance of a robust Operational Resilience Plan. By collaborating with AVATAR, the firm mitigated the impacts of a cyber attack and developed more robust strategies for future threats. Thus, it ensured continued service to clients with confidence in an increasingly complex cyber landscape.

AVATAR’s Solution

With AVATAR’s guidance, the client implemented key strategies within their Operational Resilience Plan to effectively address potential threats:
  • Risk Assessment: Before the attack, AVATAR thoroughly assessed vulnerabilities within the firm’s systems and prioritized critical assets.
  • Incident Response Framework: An incident response team was established, trained, and equipped with tailored protocols for various scenarios, including ransomware attacks.
  • Data Backups: Regular, secure backups of critical data were established, ensuring rapid operation restoration without significant loss.
  • Employee Training: Staff underwent ongoing cybersecurity training to recognize phishing attempts and other potential threats.
  • Testing and Drills: The firm conducted regular tabletop exercises simulating cyberattack scenarios, allowing teams to practice their responses in a controlled environment.
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