Cyber security in customer support: needs analysis and training outline
Kucera, Jiri (2024)
Kucera, Jiri
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202405038896
https://urn.fi/URN:NBN:fi:amk-202405038896
Tiivistelmä
The subject of this thesis project was the needs analysis and outline for cyber security awareness training in a customer support department. The client was a company working in the mobility sector.
The first part of the report reviews the relevant threats to such a department based on current trends. Next, training frameworks, teaching methods and quiz creation methodologies are discussed and their relevancy towards the training being designed. A survey regarding cyber security awareness, which included both quantitative and qualitative questions, was proposed and tested with a general audience to be utilized for prioritizing the training topics and testing learners’ awareness before and after the training.
The outcome of the thesis project was a training outline with relevant topics, suggested training frameworks, methods, and a quiz which will be used by the client to create the training. The aim was to assist the client with the creation of a new cyber security awareness training which will increase their protection against cyber security threats.
The first part of the report reviews the relevant threats to such a department based on current trends. Next, training frameworks, teaching methods and quiz creation methodologies are discussed and their relevancy towards the training being designed. A survey regarding cyber security awareness, which included both quantitative and qualitative questions, was proposed and tested with a general audience to be utilized for prioritizing the training topics and testing learners’ awareness before and after the training.
The outcome of the thesis project was a training outline with relevant topics, suggested training frameworks, methods, and a quiz which will be used by the client to create the training. The aim was to assist the client with the creation of a new cyber security awareness training which will increase their protection against cyber security threats.