Case Study

The following is an extract from an advertising publication.

Background:

From humble beginnings in 1999, eResults' initial core business of business computer systems sales and consulting servicing has now grown. Business partners Rod Coogan and Steve Dyson, together with their fifteen staff, tailor business, information management and cybersecurity solutions for small to medium and large business organisations drawn from across education, health, local government, legal and financial sectors in the Geelong region. Since 2014, eResults has offered a complete IT service focusing on establishing and installing business information systems, networking performance servers, data storage, Cloud service setups, website development, in addition to advising clients about managing information, privacy, creating workplace policies and establishing resilient cybersecurity and contingency planning practices. eResults strives to be an environmentally sustainable organisation. It is actively committed to 'closing the loop' in terms of responsible and secure recycling all their cardboard, paper, soft and hard plastics, toner cartridges etc., including secure disposal of all their obsolete e-waste products. The business is also involved in advising customers of environmentally sustainable practices.

Reliable information technology is critical for businesses to thrive in a competitive market. eResults is highly focused on the specific requirements of their customer businesses including keeping up with the latest cybersecurity trends and demands. In summary, eResults provides the following services:

• Managed Services - Designed to improve the computer systems reliability and keep their staff productivity, secure and protected against all contingencies. Managed Services can assist by (remotely) managing your IT infrastructure and/or end-user systems.
• Virtual Support Services -eResults offer a complete range of website and email hosting, business software applications and backup and cloud services. With the development of faster Internet via the NBN, businesses can migrate their software to 'the cloud'. eResults can help you plan and make this transition, ensuring that your business always stays online.
• Desktops, Laptops and Notebooks - As a Dell partner, eResults supply Dell's corporate range of computing hardware at very competitive pricing.
• Servers and Networks - From small workgroup servers to large corporate storage, eResults have the right solution for business. Our network consultants are ready to help design and implement solutions from start to finish, whether it is a small local area network or wide area network across many sites, we have a team of long-standing partners and staff with the experience and resources.
• Accessories - eResults also offer a wide range of accessories and peripherals from other reputable brands such as Dell, LogiTech and Microsoft to name a few. Accessories and peripherals we offer include monitors, keyboards, mice, external drives, network switches, storage, video conference equipment, notebook docks, carry cases and software solutions to name a few!

You are a recent Deakin graduate and the newest member of the eResults team. As part of your initial training and induction you have been shadowing Rod during on-site visits with SME (Small-to-Medium Enterprises) customer businesses over the last month to acquaint yourself with the eResults approach.

Customer Business Case Study Details:

Just Pastry is a quality pastry wholesaler that produces the best value premium pastries available online with free delivery anywhere in Australia. Owner and master patissier, Regina, guarantees the quality and freshness of the pastries, which are baked fresh. Regina founded Just Pastry in 2014 based on her passion and enthusiasm for premium quality pastries.

Just Pastry consists of a local pickup and delivery service for Geelong area customers. Just Pastry'sclients can order a variety of fresh pastries online from Just Pastry via their unique B2B website. The customer experience starts online when placing an order and customers can expect to receive a personal confirmation email of their order directly from Regina. The pastries are baked and packaged within 24 hours and dispatched for delivery to the customer's door, fast! All Just Pastry pastry orders are baked fresh to ensure maximum freshness and quality. For advice selecting pastries, Regina is happy to be the customer's first port of call.

However, with the business growing exponentially in popularity and orders there are some concerning issues appearing with the largely manual business processes used with managing local and online orders. This includes efficiently and securely handling of customer details and the management of information, while maintaining a secure online presence that is beginning to concern Regina.

Therefore, Regina has engaged eResults to undertake an analysis of her business to develop a couple of whole-of-business solutions to improve her business processes by:

1. electronically automating as many business processes as possible within the business including payment transactions.
2. ensuring that any relevant cybersecurity issues related to protecting her business data and that of her customers are addressed.
3. considering the Cloud as an option for managing her business.
4. setting up contingency alternatives for her business in case things go awry and her business is hacked.

In response, Rod from eResults has spent the last few days working with Regina and her staff analysing the business with the view of developing appropriate whole-of-business options for Regina to consider. From Rod's initial analysis, he has outlined several areas of concern and tasked you with providing advice and suggestions in response to his following questions.

Question 3.

There are various information security risks faced by small-to-medium enterprises (SMEs) engaged in electronic business. Two of the key risks faced by business is phishingand ransomwareattacks, in either case Rod knows that these acts would result in potentially ruining the Just Pastry business and their reputation.

1. Rod is insistent that all staff access to all the new business systems, social media and mobile devices will require 2-factor authentication. For training purposes, give a brief 'plain language' non-technicalexplanation of what 2-factor authentication is and how it works.