Cyber Security Resilience & Claims Management Framework
Our extensive experience in Human Capital Management (HCM), combined with a strong background in Finance, ICT employee HR system adoption, and HR consultancy, brings a compelling value proposition. Our expertise in transformations to Entra, Organizational Performance Management, Analytical Skills, Security and Compliance, and End User Adoption is crucial in today’s rapidly evolving business landscape.
1. Executive Summary
In an era of escalating digital threats—ranging from ransomware attacks to sophisticated data breaches—organizations face unprecedented risks to their operations, reputation, and financial stability. The Cyber Security Resilience & Claims Management Framework is designed to address these challenges by integrating proactive risk management, rapid incident response, and structured claims handling into a cohesive, globally coordinated system.
This initiative aligns with PMBOK 7’s principles of value delivery, stakeholder engagement, and adaptive planning, ensuring that cybersecurity is not treated as a siloed function but as a core component of enterprise risk management. The framework emphasizes:
Proactive risk identification through regular assessments and threat modeling.
Rapid incident response with 24/7 global coordination, forensic analysis, and crisis communication.
Transparent claims management to mitigate financial and reputational damage.
Continuous improvement via post-incident reviews and system hardening.
Key benefits include:
Reduced downtime during cyber incidents (target: <4 hours for critical systems).
Cost savings through efficient claims resolution (target: 20% reduction in incident-related expenses).
Enhanced stakeholder trust via structured crisis communication and regulatory compliance.
This document outlines the objectives, approach, key components, implementation roadmap, and success metrics for the framework, providing a clear path for execution under PMBOK 7 guidelines.
2. Project Objectives
2.1 Purpose
The Cyber Security Resilience & Claims Management Framework aims to:
Minimize operational disruption from cyber incidents through rapid detection, containment, and recovery.
Optimize claims handling by integrating forensic, legal, and insurance expertise into a streamlined process.
Enhance organizational resilience via proactive risk assessments, system hardening, and employee training.
Ensure regulatory compliance while avoiding "tick-box" approaches by embedding cybersecurity into broader risk management.
2.2 Objectives Table
| Objective | Description | Success Metric | Target Date |
| Incident Response Time Reduction | Deploy cyber adjusters and forensic teams within 1 hour of incident detection. | 90% of critical incidents contained within 4 hours. | Q1 2027 |
| Claims Resolution Efficiency | Standardize claims processes to reduce resolution time. | 80% of claims resolved within 30 days; 20% cost reduction in incident-related expenses. | Q2 2027 |
| Risk Assessment Coverage | Conduct bi-annual risk assessments for all critical systems. | 100% of high-risk systems assessed; 30% reduction in identified vulnerabilities. | Q3 2026 |
| Employee Training Completion | Train 100% of employees on cybersecurity best practices. | 95% completion rate for mandatory training modules. | Q4 2026 |
| System Hardening | Implement post-incident recovery protocols for all critical infrastructure. | 100% of critical systems hardened; 50% reduction in recurrence of similar incidents. | Q1 2028 |
2.3 Key Requirements
Regulatory Compliance: Adherence to GDPR, NIS2, and industry-specific standards (e.g., ISO 27001).
Stakeholder Alignment: Coordination with IT, legal, finance, and executive teams.
Technology Integration: Seamless interoperability with existing SIEM, EDR, and ticketing systems.
Budget Constraints: Initial funding of €2.5M (subject to approval) with phased allocation.
2.4 Constraints & Assumptions
| Constraint | Impact | Mitigation Strategy |
| Budget Limitations | May delay tool procurement or team expansion. | Prioritize high-impact initiatives; seek external funding. |
| Regulatory Changes | New compliance requirements may necessitate process updates. | Dedicate a compliance officer to monitor changes. |
| Third-Party Dependencies | Delays in vendor responses (e.g., forensic teams) could slow incident resolution. | Establish SLAs with vendors; maintain backup providers. |
Assumptions:
Executive leadership will prioritize cybersecurity as a strategic initiative.
Existing IT infrastructure can support additional monitoring tools.
Employees will comply with training and reporting protocols.
3. Approach
(800-1200 words covering PMBOK 7 knowledge areas)
3.1 Project Integration Management
3.1.1 Governance Structure
The framework will operate under a Cyber Security Steering Committee (CSSC), chaired by the CISO and including representatives from:
IT Operations (system hardening, recovery)
Legal & Compliance (regulatory notifications)
Finance (claims evaluation)
Public Relations (crisis communication)
Key Processes:
Incident Triage: Automated alerts from SIEM tools trigger a 3-tier escalation protocol (Level 1: SOC analyst; Level 2: Cyber adjuster; Level 3: Crisis cell).
Change Control: All system modifications post-incident require approval from the Change Control Board (CCB) (see Section 5).
3.1.2 Integration Points
| System/Process | Integration Method | Owner |
| SIEM (e.g., Splunk) | API-based alerts for incident detection. | IT Operations |
| Ticketing (e.g., ServiceNow) | Automated ticket creation for incidents. | SOC Team |
| HRIS (e.g., Workday) | Employee training tracking. | HR |
| Insurance Portal | Claims data synchronization. | Finance |
3.2 Scope Management
3.2.1 In-Scope Deliverables
Risk Assessment Framework:
Bi-annual threat modeling for high-risk systems.
Integration with enterprise risk management (ERM) tools.
Incident Response Playbook:
Step-by-step protocols for ransomware, data breaches, and insider threats.
Pre-approved communication templates for regulators and media.
Claims Management System:
Automated workflows for financial loss evaluation.
Legal recourse support for third-party liability claims.
Recovery & Mitigation Toolkit:
Data recovery scripts for encrypted systems.
System hardening checklists (e.g., CIS benchmarks).
3.2.2 Out-of-Scope
Physical security (handled by separate teams).
Non-cyber insurance claims (e.g., property damage).
Development of custom SIEM tools (will use existing solutions).
3.3 Schedule Management
3.3.1 Milestone Schedule
| Milestone | Target Date | Dependencies | Status |
| Risk Assessment Framework Finalized | Q3 2026 | Completion of threat modeling workshops. | Not Started |
| Incident Response Playbook V1.0 | Q4 2026 | Legal review of communication templates. | Not Started |
| Claims Management System Pilot | Q1 2027 | Integration with insurance portal. | Not Started |
| Employee Training Launch | Q2 2027 | Development of e-learning modules. | Not Started |
| Full Framework Rollout | Q3 2027 | Completion of all prior milestones. | Not Started |
3.3.2 Critical Path
Risk Assessment Framework → Incident Response Playbook → Claims Management System → Full Rollout.
Dependencies:
Legal approval of communication templates must precede playbook finalization.
Insurance portal integration requires vendor coordination.
3.4 Cost Management
3.4.1 Budget Breakdown
| Category | Estimated Cost (€) | Notes |
| Technology (SIEM, EDR) | 800,000 | Licensing for Splunk, CrowdStrike, and forensic tools. |
| Personnel | 1,200,000 | Hiring 2 cyber adjusters, 1 forensic analyst, and 1 compliance officer. |
| Training | 200,000 | Development of e-learning modules and workshops. |
| Vendor Services | 300,000 | External forensic teams and legal consultants. |
| Contingency (10%) | 250,000 | Unforeseen expenses (e.g., regulatory fines, tool upgrades). |
| Total | 2,750,000 |
3.4.2 Funding Strategy
Phase 1 (2026): €1.5M allocated from IT security budget.
Phase 2 (2027): €1.25M subject to board approval based on pilot results.
3.5 Quality Management
3.5.1 Quality Standards
| Deliverable | Quality Criteria | Verification Method |
| Risk Assessments | 100% of high-risk systems assessed; zero critical vulnerabilities unaddressed. | Quarterly audits by internal compliance team. |
| Incident Response | 90% of incidents contained within 4 hours; 100% compliance with communication protocols. | Post-incident reviews. |
| Claims Resolution | 80% of claims resolved within 30 days; 95% accuracy in financial loss evaluation. | Monthly claims performance reports. |
3.5.2 Continuous Improvement
Post-Incident Reviews (PIRs): Conducted within 7 days of incident closure.
Lessons Learned Database: Centralized repository for recurring vulnerabilities and mitigation strategies.
3.6 Resource Management
3.6.1 Team Structure
| Role | Responsibilities | Reporting Line |
| CISO | Overall framework governance; executive reporting. | CEO |
| Cyber Adjuster (x2) | Incident triage, forensic coordination, claims support. | CISO |
| Forensic Analyst | Malware analysis, root cause investigation. | IT Operations |
| Compliance Officer | Regulatory reporting, risk assessment oversight. | Legal |
| Crisis Communication Lead | Media relations, press releases, employee messaging. | Public Relations |
3.6.2 Skills Matrix
| Skill | Required Proficiency | Team Members |
| Incident Response | Advanced | Cyber Adjusters, Forensic Analyst |
| Risk Assessment | Intermediate | Compliance Officer, CISO |
| Legal/Regulatory | Intermediate | Compliance Officer, Legal Team |
| Crisis Communication | Advanced | Crisis Communication Lead |
3.7 Risk Management
3.7.1 Risk Register
| Risk | Probability | Impact | Mitigation Strategy | Owner |
| Delayed Vendor Response | Medium | High | Establish SLAs with vendors; maintain backup providers. | IT Operations |
| Regulatory Non-Compliance | Low | Critical | Dedicate compliance officer to monitor changes; conduct quarterly audits. | Compliance Officer |
| Employee Non-Compliance with Training | High | Medium | Gamify training (e.g., leaderboards); tie completion to performance reviews. | HR |
| Tool Integration Failures | Medium | High | Pilot integrations in sandbox environment before full rollout. | IT Operations |
| Budget Overruns | Medium | High | Allocate 10% contingency; conduct monthly budget reviews. | Finance |
3.7.2 Risk Response Strategies
Avoid: Eliminate high-impact risks (e.g., non-compliance) through proactive audits.
Mitigate: Reduce probability/impact (e.g., vendor SLAs for incident response).
Transfer: Shift financial risk via cyber insurance.
Accept: Low-probability/low-impact risks (e.g., minor delays in training).
3.8 Stakeholder Management
3.8.1 Stakeholder Matrix
| Stakeholder | Role | Interest | Influence | Engagement Strategy |
| CEO | Executive Sponsor | Strategic alignment, ROI | High | Quarterly briefings; include in CSSC. |
| CISO | Project Lead | Framework success, team performance | High | Weekly status updates; direct reporting. |
| IT Operations | Technical Implementation | System stability, tool integration | High | Bi-weekly syncs; include in CCB. |
| Legal Team | Compliance & Regulatory | Risk exposure, liability | High | Monthly compliance reviews; ad-hoc incident support. |
| Finance | Budget & Claims Management | Cost control, claims accuracy | Medium | Monthly budget reviews; claims performance reports. |
| Employees | End Users | Training compliance, incident reporting | Low | Quarterly newsletters; anonymous feedback channels. |
3.8.2 Communication Plan
| Audience | Message | Frequency | Channel |
| Executive Team | Strategic updates, ROI metrics | Quarterly | Email + Presentation |
| IT Operations | Technical issues, tool integrations | Bi-weekly | Slack + Jira |
| Legal/Compliance | Regulatory changes, incident reports | Monthly | Email + Compliance Portal |
| Employees | Training reminders, incident alerts | Quarterly | Intranet + Workshops |
4. Key Components
4.1 Risk Assessment Framework
4.1.1 Threat Modeling Process
Identify Assets: Inventory all critical systems (e.g., customer databases, payment gateways).
Threat Enumeration: Use STRIDE (Spoofing, Tampering, Repudiation, Information Disclosure, DoS, Elevation of Privilege) to identify threats.
Vulnerability Assessment: Conduct penetration testing and code reviews.
Risk Scoring: Assign CVSS scores to prioritize remediation.
4.1.2 Risk Assessment Table
| System | Threat | Vulnerability | CVSS Score | Mitigation |
| Customer Database | SQL Injection | Unpatched SQL Server | 9.8 | Apply security patches; implement WAF. |
| Payment Gateway | Ransomware | Outdated antivirus definitions | 8.5 | Deploy EDR solution; enable MFA. |
| HR Portal | Phishing | Lack of employee training | 7.2 | Mandatory phishing simulations. |
4.2 Incident Response Playbook
4.2.1 Incident Classification
| Severity | Criteria | Response Team |
| Critical | Data breach affecting >10,000 records; ransomware on critical systems. | Crisis Cell (CISO, Legal, PR, IT) |
| High | Malware on non-critical systems; unauthorized access to sensitive data. | Cyber Adjuster + Forensic Analyst |
| Medium | Phishing attempts; minor system disruptions. | SOC Team |
| Low | False positives; non-sensitive data exposure. | IT Helpdesk |
4.2.2 Response Workflow
Detection: SIEM alert triggers ticket creation.
Triage: SOC analyst assesses severity.
Containment: Isolate affected systems (e.g., network segmentation).
Eradication: Remove malware; patch vulnerabilities.
Recovery: Restore systems from clean backups.
Post-Incident Review: Document lessons learned.
4.3 Claims Management System
4.3.1 Claims Workflow
| Step | Owner | Timeline | Deliverable |
| Initial Notification | Client | Within 24 hours | Incident report form |
| Forensic Analysis | Forensic Analyst | 3-5 days | Root cause report |
| Coverage Assessment | Legal Team | 5-7 days | Policy interpretation memo |
| Financial Evaluation | Finance | 7-10 days | Loss estimate report |
| Resolution | Cyber Adjuster | 10-30 days | Claims settlement agreement |
4.3.2 Claims KPIs
| KPI | Target | Measurement Method | Frequency |
| Claims Resolution Time | 80% within 30 days | Average days from notification to resolution | Monthly |
| Financial Loss Accuracy | 95% accuracy | Variance between estimated and actual loss | Quarterly |
| Client Satisfaction | 90% satisfaction score | Post-claim survey | Quarterly |
4.4 Recovery & Mitigation Toolkit
4.4.1 System Hardening Checklist
| Category | Action Item | Owner |
| Access Control | Enforce MFA for all privileged accounts. | IT Operations |
| Patch Management | Automate patch deployment for critical systems. | IT Operations |
| Backup & Recovery | Test backup restoration monthly; store backups offline. | IT Operations |
| Monitoring | Deploy EDR solution with 24/7 monitoring. | SOC Team |
4.4.2 Data Recovery Process
Assessment: Forensic analyst determines data recovery feasibility.
Execution: Use tools like Kroll Ontrack or Stellar Data Recovery.
Validation: Verify data integrity post-recovery.
Reintegration: Restore data to rebuilt systems.
5. Implementation
5.1 Phased Rollout Plan
| Phase | Timeline | Key Activities | Success Criteria |
| Phase 1: Foundation | Q3-Q4 2026 | - Finalize risk assessment framework. |
- Pilot incident response playbook. | 100% of high-risk systems assessed. |
| Phase 2: Expansion | Q1-Q2 2027 | - Roll out claims management system.
- Launch employee training. | 80% of claims resolved within 30 days. |
| Phase 3: Optimization | Q3 2027 | - Conduct post-incident reviews.
- Refine system hardening protocols. | 50% reduction in incident recurrence. |
5.2 Change Control Process
5.2.1 Change Control Board (CCB) Members
| Name | Role | Responsibilities | Contact |
| Menno Drescher | CISO | Approve high-risk changes; escalate to executive team. | menno.drescher@email.com |
| Jane Smith | IT Operations Director | Assess technical feasibility of changes. | jane.smith@email.com |
| John Doe | Legal Counsel | Ensure compliance with regulatory requirements. | john.doe@email.com |
| Sarah Johnson | Finance Manager | Evaluate financial impact of changes. | sarah.johnson@email.com |
5.2.2 Change Request Workflow
Submit Request: Via ServiceNow ticket.
Initial Review: CCB assesses impact and feasibility.
Approval/Rejection: High-risk changes require CISO approval.
Implementation: IT Operations executes change.
Post-Implementation Review: Verify success; document lessons learned.
5.3 Training & Awareness
5.3.1 Training Modules
| Module | Audience | Duration | Delivery Method |
| Cybersecurity Basics | All Employees | 1 hour | E-learning |
| Incident Reporting | IT Staff | 2 hours | Workshop |
| Phishing Simulations | All Employees | Ongoing | Quarterly campaigns |
| Advanced Forensics | Forensic Analysts | 3 days | Vendor-led training |
5.3.2 Training KPIs
| KPI | Target | Measurement Method |
| Completion Rate | 95% | LMS tracking |
| Phishing Click Rate | <5% | Simulation results |
| Incident Reporting Rate | 100% of incidents reported within 1 hour | Ticketing system data |
6. Metrics & Performance Monitoring
6.1 Key Performance Indicators (KPIs)
| KPI | Target | Measurement Method | Frequency | Owner |
| Incident Response Time | 90% within 4 hours | SIEM alert to containment time | Monthly | SOC Team |
| Risk Assessment Coverage | 100% of high-risk systems | Number of systems assessed | Quarterly | Compliance Officer |
| Claims Resolution Time | 80% within 30 days | Days from notification to resolution | Monthly | Cyber Adjuster |
| Employee Training Completion | 95% | LMS tracking | Quarterly | HR |
| System Hardening Compliance | 100% | Audit results | Bi-annually | IT Operations |
6.2 Reporting Cadence
| Report | Audience | Frequency | Content |
| Incident Dashboard | CISO, IT Operations | Weekly | - Number of incidents |
- Response times
- Root causes |
| Risk Assessment Report | Executive Team | Quarterly | - Top risks
- Mitigation progress
- Compliance status |
| Claims Performance | Finance, Legal | Monthly | - Resolution times
- Financial losses
- Client satisfaction |
| Training Compliance | HR, CISO | Quarterly | - Completion rates
- Phishing simulation results
- Feedback |
6.3 Continuous Improvement
Post-Incident Reviews (PIRs): Conducted within 7 days of incident closure.
Lessons Learned Database: Centralized repository for recurring vulnerabilities.
Annual Framework Review: Update playbooks, risk assessments, and training modules.
7. Approval
7.1 Sign-Off Table
| Stakeholder | Role | Signature | Date |
| CISO | _____________ | _____________ | |
| CEO | Executive Sponsor | _____________ | _____________ |
| IT Operations Director | Technical Lead | _____________ | _____________ |
| Finance Manager | Budget Owner | _____________ | _____________ |
7.2 Next Steps
Finalize budget and secure funding (Q3 2026).
Conduct kickoff workshop with CSSC (Q4 2026).
Pilot risk assessment framework (Q1 2027).
Launch employee training (Q2 2027).
Document Control
Version: 1.0
Last Updated: [Insert Date]
Owner: Menno Drescher (CISO)
Confidentiality: Internal Use Only
