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ATS 6 - 1
The Art of Tech SupportJohn Abbott College
InfoSec for Tech Support -- Part 1
M. E. Kabay, PhD, CISSP
Director of Education, NCSA
President, JINBU Corp
Copyright © 1997 JINBU Corp.
All rights reserved
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ATS 6 - 2
Security for Technical Support Personnel Basic concepts of security Information Warfare Hardware security Software security Communications security Problems for People Operations Security Solutions
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ATS 6 - 3
Definitions
Classical definitions “Protection of information from unauthorized
or accidential modification, destruction and disclosure.”
C - I - A: “InfoSec protects confidentiality, integrity and availability of data.”
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ATS 6 - 4
Definitions (cont’d)
Donn B. Parker’s Hexad Confidentiality and possession Integrity and authenticity Availability and utility
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ATS 6 - 5
Confidentiality
Restricting access to data Protecting against unauthorized disclosure of
existence of data– E.g., allowing industrial spy to deduce
nature of clientele by looking at directory names
Protecting against unauthorized disclosure of details of data– E.g., allowing 13-yr old girl to examine
HIV+ records in Florida clinic
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ATS 6 - 6
Possession
Control over information Preventing physical contact with data
– E.g., case of thief who recorded ATM PINs by radio (but never looked at them)
Preventing copying or unauthorized use of intellectual property– E.g., violations by software pirates
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ATS 6 - 7
Integrity
Internal consistency, validity, fitness for use Avoiding physical corruption
– E.g., database pointers trashed or data garbled
Avoiding logical corruption– E.g., inconsistencies between order header
total sale & sum of costs of details
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ATS 6 - 8
Authenticity
Correspondence to intended meaning Avoiding nonsense
– E.g., part number field actually contains cost
Avoiding fraud– E.g., sender’s name on e-mail is changed
to someone else’s
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ATS 6 - 9
Availability
Timely access to data Avoid delays
– E.g., prevent system crashes & arrange for recovery plans
Avoid inconvenience– E.g., prevent mislabelling of files
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ATS 6 - 10
Utility
Usefulness for specific purposes Avoid conversion to less useful form
– E.g., replacing dollar amounts by foreign currency equivalent
Prevent impenetrable coding– E.g., employee encrypts source code and
“forgets” decryption key
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ATS 6 - 11
E&O
Fire
Water
Dishonest
Disgruntled
Outsider
ThreatsRough Guesses About
Damage to Computer Systems & Data
Virus
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ATS 6 - 12
VIDEO:Locking the
DoorCommonwealth Films
Boston, MA
Take detailed notes on the following video and submit a one-page or longer summary covering the six case studies and what lesson you learned from each. Submit your report as part of your homework.
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ATS 6 - 13
Information Warfare
Tools of Attack
Levels of InfoWar
– Interpersonal
– Intercorporate
– International
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ATS 6 - 14
Tools of Infowar
Penetration
– Breaking into computer systems and
networks
Disruption
– Programmatic Attacks
– Physical Interference
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ATS 6 - 15
Penetration Techniques
Breaching security perimeters Social engineering Eavesdropping Weak access controls Brute-force attack Traffic analysis Data leakage
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ATS 6 - 16
Breaching Perimeters
Social engineering Dumpster diving Impersonation Piggybacking Shoulder surfing Seduction Extortion Blackmail Bribery
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ATS 6 - 17
Breaching Perimeters
Eavesdropping Surveillance equipment Wiretaps LAN sniffers Internet sniffers Trojan login programs
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ATS 6 - 18
Breaching Perimeters
Weak access controls Bad password policies
– Canonical passwords– “JOE” accounts– Restricted keyspace
Wide-open modems
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ATS 6 - 19
Breaching Perimeters
Brute-force attack Login guidance Fast logins Dictionary guessing Cracker programs
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ATS 6 - 20
Breaching Perimeters
Traffic analysis Communications bandwidth Directory names Filenames Public security restrictions
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ATS 6 - 21
Breaching Perimeters
Data leakage Poor PC data security Standardized data formats High-capacity miniature storage media Limited or no physical controls Steganography
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ATS 6 - 22
Malicious Code
Trojan Horses Worms Viruses
– boot sector– program infectors– macro
Memes
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ATS 6 - 23
Trojan Horses
Programs that pretend to be useful but actually cause harm
1988: Flu-Shot-3 (good) vs Flu-Shot-4 (Trojan)
1989: PC Cyborg (AIDS Info) Trojan 1994: Trojan login programs for UNIX 1995: PKZIP300.EXE & AOL-GOLD programs
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ATS 6 - 24
Worms
Free-standing programs that replicate or spread in network
2 Nov 1988: R. T. Morris launches the Morris Worm– 9000 systems went down– Internet grossly disrupted– Morris sentenced to 400 hrs + 3 yr
probation + $10,000 fine
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ATS 6 - 25
Viruses
Boot sector Program infectors Macro
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ATS 6 - 26
VIDEO:Computer Viruses
NCSA
Carlisle, PA
Take detailed notes on the following video and submit a one-paragraph or longer summary of what you learned. Submit your report as part of your homework.
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ATS 6 - 27
Viruses
Boot sector
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ATS 6 - 28
Viruses
Program infectors
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ATS 6 - 29
Viruses
Macro
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ATS 6 - 30
Memes
Rumours spread fast on the Net “Meme” (Richard Dawkins) is self-
reproducing idea (with help from people) “Good Times Virus” hoax (Nov 1994-present) Deeyenda “Virus” (Nov 1996- ?) Craig Shergold avalanche of postcards Chain letters DO NOT FORWARD UNVERIFIED RUMOURS
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ATS 6 - 31
Disruption
Physical interference Theft of equipment and components
– RAM– Processors
Sabotage HERF guns EMPT bombs
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ATS 6 - 32
Hardware Security
Configuration Problems Uncontrolled Access to Data Theft of Equipment
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ATS 6 - 33
Hardware: Configuration
Unrecorded changes to RAM, disk size, I/O interfaces
Unauthorized changes (“Midnight requisitions”)
Problems for Tech Support– difficulty solving problems with wrong info– misleading information (e.g., “No, nothing
has changed” but actually half the RAM is gone)
– waste of time for everyone (multiply hours by salary and add lost customers = cost)
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ATS 6 - 34
Hardware: Points of Data Access Proliferation of workstations (“personal
computers”) increases access to corporate data
Most PCs not secured: anyone can use them Most PCs left logged into to network--open
door for abuse
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ATS 6 - 35
Hardware: Theft
Losses of office equipment are common and expensive
7% of all laptop computers are stolen every year
Cost of hardware replacement is one (minor) component of loss
More serious is loss of data– almost no data are encrypted– systems have no access controls– confidential info can be used or broadcast– may be subject of extortion attempts
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ATS 6 - 36
Software Security
Compatibility Data Integrity Theft
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ATS 6 - 37
Software: Compatibility
Many different software tools in use Each has different schedule of patches,
upgrades and new versions Major logistics nightmare to keep all systems
up to date Incompatibilities lead to difficulties
– persistence of tech support problems that have been solved by new versions
– interference with problem solution because of faulty assumptions about versions
– repeated extra work to convert files for interchange among users
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ATS 6 - 38
Software: Data Integrity
Errors creep into data during data entry– people don’t verify their data– do not permit transcription of data
Multiple copies of data tend to diverge– e.g., spreadsheets may use data from
different dates– can cause embarrassment and serious
error Accidental errors can change information Deliberate damage to data by angry
employees or by outsiders
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ATS 6 - 39
Software: Theft
Intellectual property rights frequently violated Software purchased from vendor is usually a
license to use a specific number of copies in a particular way on particular machines
Making copies without authorization is potentially a felony (jail time)
Upgrades to existing copies do not entitle licensee to give away or sell copies of previous version
More on this topic in section on Ethics
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ATS 6 - 40
Communications Security
Non-encrypting LANS– sniffers pick up data in the clear
Modems– don’t usually encrypt data– provide uncontrolled– disable auto-answer until required
Wireless technology broadcasts data– radio– cellular– fundamentally insecure
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ATS 6 - 41
Internet Security
Sniffing Spoofing Denial of Service Attacks on Web Sites
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ATS 6 - 42
Internet: Sniffing
Widely available software for TCP/IP capture of data packets
Trojan Horse versions of login programs Consider all information sent through Internet
to be potentially readable But in fact very little evidence of credit-card
theft through Net communications
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ATS 6 - 43
Internet: Spoofing
Anonymity and pseudonymity account for most problems on the Net
No requirement at present for strong identification and authentication
Many ISPs allow pseudonyms for e-mail Often impossible to track down anonymous
or pseudonymous abusers of the Net Criminal hackers almost universally use
pseudonyms Some criminal hackers and some spammers
alter e-mail headers
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ATS 6 - 44
Internet: Denial of Service
Serious problem facing the Net Mail-bombing (e.g., vs Canter & Siegel) USENET subscription bombing (e.g, Johnny
[X]chaotic) Syn-flooding (e.g., PANIX) JAVA and JAVAscript bugs (e.g., multiple
windows page) ActiveX bugs (e.g., crashing Windows95)
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ATS 6 - 45
Internet: Attacks on Web Sites Vandals deface public Web pages Poor security over files Recent highly-publicized cases:
– Department of Justice (swastikas, porn)– CIA (Central Stupidity Agency)
Political sites at risk
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ATS 6 - 46
Problems for People
Multiple systems Multiple logons Multiple passwords Lack of coordination Corporature culture vs politeness
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ATS 6 - 47
Operations Security
Version control--see above in Software Compatibility
License control--see above in Software Theft Audit trails--need to track access and
changes Quality control--verify that programs working
as planned
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ATS 6 - 48
Homework:Readings in Wilson’s text Read Chapter 7, “A User’s Guide to Tech
Support” and prepare a summary of the key points in this chapter
Answer all the review questions from the instructor
Submit your chapter summaries, video summaries (2) and review questions after the quiz at the start of lecture 7
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ATS 6 - 49