chapter1IntroductiontoInformationSecurityDonotfigureonopponentsnotattacking;worryaboutyourownlackofpreparation.BOOKOFTHEFIVERINGSForAmy,thedaybeganlikeanyotherattheSequentialLabelandSupplyCompany(SLS)helpdesk.Takingcallsandhelpingofficeworkerswithcomputerproblemswasnotglamorous,butsheenjoyedthework;itwaschallengingandpaidwell.Someofherfriendsintheindustryworkedatbiggercompanies,someatcutting-edgetechcompanies,buttheyallagreedthatjobsininformationtechnologywereagoodwaytopaythebills.Thephonerang,asitdidonaverageaboutfourtimesanhourandabout28timesaday.Thefirstcalloftheday,fromaworrieduserhopingAmycouldhelphimoutofajam,seemedtypical.Thecalldisplayonhermonitorgavesomeofthefacts:theuser’sname,hisphonenumber,thedepartmentinwhichheworked,wherehisofficewasonthecompanycampus,andalistofallthecallshe’dmadeinthepast.“Hi,Bob,”shesaid.“Didyougetthatdocumentformattingproblemsquaredaway?”“Suredid,Amy.Hopewecanfigureoutwhat’sgoingonthistime.”“We’lltry,Bob.Tellmeaboutit.”“Well,myPCisactingweird,”Bobsaid.“WhenIgotothescreenthathasmye-mailpro-gramrunning,itdoesn’trespondtothemouseorthekeyboard.”“Didyoutryarebootyet?”1©CengageLearning.Allrightsreserved.Nodistributionallowedwithoutexpressauthorization.“Suredid.Butthewindowwouldn’tclose,andIhadtoturnitoff.Afteritrestarted,Iopenedthee-mailprogram,andit’sjustlikeitwasbefore—noresponseatall.TheotherstuffisworkingOK,butreally,reallyslowly.EvenmyInternetbrowserissluggish.”“OK,Bob.We’vetriedtheusualstuffwecandooverthephone.Letmeopenacase,andI’lldispatchatechoverassoonaspossible.”AmylookedupattheLEDtallyboardonthewallattheendoftheroom.Shesawthattherewereonlytwotechniciansdispatchedtodesksidesupportatthemoment,andsinceitwasthedayshift,therewerefouravailable.“Shouldn’tbelongatall,Bob.”ShehungupandtypedhernotesintoISIS,thecompany’sInformationStatusandIssuesSystem.Sheassignedthenewlygeneratedcasetothedesksidedispatchqueue,whichwouldpagetherovingdesksideteamwiththedetailsinjustafewminutes.Amomentlater,AmylookeduptoseeCharlieMoody,theseniormanageroftheserveradministrationteam,walkingbrisklydownthehall.Hewasbeingtrailedbythreeofhisseniortechniciansashemadeabeelinefromhisofficetothedooroftheserverroomwherethecompanyserverswerekeptinacontrolledenvironment.Theyalllookedworried.Justthen,Amy’sscreenbeepedtoalertherofanewe-mail.Sheglanceddown.Itbeepedagain—andagain.Itstartedbeepingconstantly.Sheclickedontheenvelopeiconand,afterashortdelay,themailwindowopened.Shehad47newe-mailsinherinbox.SheopenedonefromDaveyMartinez,anacquaintancefromtheAccountingDepartment.Thesubjectlinesaid,“Waittillyouseethis.”Themessagebodyread,“Lookwhatthishastosayaboutourmanagers’salaries…”Daveyoftensentherinterestingandfunnye-mails,andshefailedtonoticethatthefileattachmenticonwasunusualbeforesheclickedit.HerPCshowedthehourglasspointericonforasecondandthenthenormalpointerreap-peared.Nothinghappened.Sheclickedthenexte-mailmessageinthequeue.Nothinghap-pened.Herphonerangagain.SheclickedtheISISicononhercomputerdesktoptoactivatethecallmanagementsoftwareandactivatedherheadset.“Hello,TechSupport,howcanIhelpyou?”Shecouldn’tgreetthecallerbynamebecauseISIShadnotresponded.“Hello,thisisErinWilliamsinreceiving.”Amyglanceddownatherscreen.StillnoISIS.Sheglanceduptothetallyboardandwassurprisedtoseetheinbound-call-countertallyingupwaitingcallslikedigitsonastopwa...
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