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Stupid user tricks: Eleven IT horror stories

A long-suffering consultant and InfoWorld contributor recounts his tales of user catastrophe and lessons learned -- and shares astounding stories from readers, too


Executive clout
Here, we’re concerned with that senior executive who just has to have full administrative rights to every machine on the network. Even though he’s about as technical as my cat--and my cat is dead.
Senior users can be dangers even without special access rights. John Schoonover, who worked for the Department of Defense on one of the largest network deployments in history during Operation Enduring Freedom was “witness to a huge lack of IQ points” in a senior manager.
According to Schoonover, military infosec installations generally follow a concept termed “the separation of red and black.” Red is simply data that has not been encrypted yet. (Danger, the world and sniffers can see you!) Black is the same data after it has been encrypted and is now ready to traverse the world. “These areas [red and black] are required to be separated by a six foot physical gap,” Schoonover says.
Our hero proceeds to follow these guidelines and deploys the network, but comes back from lunch one day to find the firewall down. Investigation shows that a senior manager “had taken the cabling from the inside router and connected to the Internet for connectivity, thus bypassing all firewall services, encryption, and -- oh yeah, that’s right -- the entire secure network with a jump straight to the Internet!”
Solution:  John says they “removed the culprit’s thumbs, because if you can’t grip the cable, you can’t unplug it.” I didn’t ask for any more details.
Moral:  Managing rogue senior users is an art in itself that requires diplomacy and even outright deception. In several installations I’ve renamed the Administration account something like “IT” and made “Administrator” a functionally limited account with simply more read/write access to data directories, while still blocking access to things like the Windows system directory or Unix root directories. Most times they never notice; and if they do, I’m pretty good at making up excuses why those directories remain closed off. (“Oh, that’s something Microsoft did in the last service pack. Gosh darn that Bill Gates.”)

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Legal eagles hunting IT mice
Lawyers ruin everything -- including smoothly running networks. But IT managers who ignore the ever-changing legal landscape’s impact on technology do so at their peril.
I was once called in as referee among in-house counsel, senior management, and IT staff after the company was informed that child pornography had been tracked to its servers. The company didn’t know whether to aid the investigation by figuring out which employee was responsible or to just delete all the offending files immediately and most likely incur a fine but protect the firm from getting shut down.
In the end, the lawyers managed to make a deal with investigators. The company’s IT network stayed active and we tracked the lowlife down and had him arrested. Quietly.
Solution:
 Talk to senior management and corporate counsel about legal issues, such as corporate response to third-party audits or company responsibility for data it’s holding concerning third-parties, before they happen.
This discussion goes beyond IT-centric solutions. Management must decide whether it wants to retain all pertinent data (the best course of action for those third-party audits) or automatically delete offending data (such as whatever’s found in porn filters).
IT and management must see eye to eye on how the company will respond to law enforcement inquiries, investigations, or even raids. If Homeland Security agents believe a terrorist is masquerading as an employee and storing data on corporate servers, they can come in and pretty much take anything they want. That could put a real crimp in the style of, say, an e-business.
Developing the best course of action should involve senior management, corporate counsel, and law enforcement. The FBI is usually pretty helpful in these discussions -- and so, sometimes, is the local computer crimes department, such as the large Computer Investigation and Technology Unit division of the NYPD.
Moral:
 The higher you are on the IT food chain, the more such liability can spell serious trouble. If you make sure to discuss at least general legal eventualities with senior management, you’re much more likely to do yourself and your employer some real service in specific situations. If they refuse to discuss the matter, archive everything you can.

Oliver Rist is senior contributing editor of the InfoWorld Test Center.
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