CHAPTER 5

Managing andSecuring the

Information System

“Over 60% of the people who have a security breach, have a breach on systems that they aren't actively managing. If we would just take the time to understand where our critical information is, and then manage those systems properly, the risk reduction would be enormous.”

Dorian Cougias, Network Frontiers

Computer Dependence

How important are computers to hospitality organizations?

Turn the computer system off during a rush period and observe the consequences.

Keeping computer downtime to a minimum in guest related areas (e.g., reservations and front desk) is critical.

Mission-Critical Systems

Mission-critical systems are systems that whose reliable performance is crucial to the successful performance of the organization in which it is used.

For a hotel, mission critical systems are central reservation system (CRS) and property management system (PMS).

For a restaurant, mission critical system is Point of Sale system (POS).

Maintaining the Systems

To make sure that these systems are up and running, there needs to be a systematic approach to maintain them. Enterprise Level Unit level (restaurant or hotel) User level (remote access- guest or staff)

All businesses are subject to business disruptions

The reasons may be different such as Fire Flood Earthquakes Vandalism Stealing Human error Utility disruptions (such as power outages) Malicious threats from outsiders or misuse of systems.

Disaster Contingency RecoveryPlan

Although a DCRP is vital, it is primarily a reactive approach (i.e., a corrective control) and not a comprehensive plan for risk management.

In contrast, a business continuity plan (BCP) seeks to eliminate or reduce the impact of a disaster condition before the condition occurs.

Business Continuity Plan

Business Continuity Planning (BCP) is an interdisciplinary concept used to create and validate a practiced logistical plan for

how an organization will recover and restore partially or completely interrupted critical

function(s) within a predetermined time after a disaster or extended disruption.

Common Causes of System Failure

1. Operator Error2. Hardware Failure3. Power Problems4. Software Bug5. System Overload6. Virus7. Spyware

Apple Ad Keylogger Hardware

Operator Error

Various operator errors can cause system failure

Common errors include improper handling of lengthy processing routines (e.g., end-of-day audit), database maintenance (e.g., changing and deleting data), and hardware (e.g., moving a hard disk without parking the read/write head).

Providing thorough training and establishing careful procedures reduce operator mistakes

Hardware Failure

Hardware Failure

Five basic measures reduce hardware malfunctions:

1. Keep the temperature and relative humidity at the appropriate levels

2. Keep equipment clean3. Keep magnets away from computers4. Keep Water and corrosive agents away from

computers5. Establish a preventative maintenance program

Fault-Tolerant

A fault-tolerant computer is equipped with a backup system enabling it to function despite the failure of certain internal hardware components such as a hard drive or disk controller card.

Storage Area Network

A storage area network (SAN) is an architecture to attach remote computer storage devices such as disk arrays to servers in such a way that, to the operating system, the devices appear as locally attached

Redundant Array of Independent Disks

Redundant Array of Independent Disks (RAID)

Internet Security Challenges

Power Problems

Power line trouble causes 70 percent of hardware and software failures.

Symptoms include burned components, garbled transactions, memory loss, corrupted data, lost data, and unexplained intermittent problems.

Power Problems

To avoid power disturbances, the following measures should be implemented.

1. Surge protection2. Proper wiring and grounding3. Uninterruptible Power Supply (UPS)

UPS

A user level surge protection

Software Bug

A bug is a logic error in the program preventing it from working properly

For example, one hospitality accounting program aborts if the user forgets to turn on the printer before printing a financial statement

System Overload

Placing too many demands on a computer can greatly diminish its performance and may cause system failure.

Causes of system overloads include:1. Insufficient Central Processing Unit (CPU) Clock

Speed.2. Inadequate Random Access Memory (RAM)3. Slow Mechanical Components4. File Fragmentation5. Inadequate Disk Storage

External hard drive that can be connected to computer by USB or Firewire

Virus

Virus spreads by copying itself from one program to the next, changing or destroying each program that it infects without the user knowing it.

The carrier of a virus is a program that appears legitimate called a TROJAN HORSE

What to do in a Virus Attack

1. Isolate and disconnect2. Remove the virus3. Restore your data

1. Reinstall programs2. Scan for viruses3. Restore files4. Document the process

4. Prevent future infection5. Learn from your mistakes

Restaurant Network Security

A computer security study was conducted among restaurant managers

24 % of the restaurant networks had a computer network attack within the last 12 months.

On average, the restaurants received 1-5 network attacks within the last 12 months

Attack Types

Virus Attack (71.4%)Insider Abuse of Net Access (57.1%) Laptop Theft (42.9%)Spoofing (39.3%) (using someone else's

resources for spam or illegal activity).

Protection from Attacks

The most used protection tool is anti-virus software (86.2%), hardware firewall (79.3%) and physical security (75.9%).

The least used network security tools are honeypots (7.7%) and biometrics (14.8%).

Spyware

Spyware is computer software that is installed secretly on a computer to intercept or take partial control over the user's interaction with the computer, without the user's informed consent

Backup Strategies

Backup FrequencyBackup MethodRotation of Secondary Storage MediaHardcopy

Computer Security

Security violation examples include: Salespeople copying the hotel client list onto a USB

drive and selling it to a competitor Front-desk clerks receiving cash to settle guest folios,

but instead pocketing the cash and transferring the outstanding balance to a bogus city ledger account or “black hole” account.

Employees gaining access to payroll records and changing wage rates.

Servers voiding entree items off guest checks after collecting cash.

Security Problems

The keyboard Using obvious passwords Not regularly changing passwords Hackers

Communication LineInternetPhysical Access

Most Common Passwords

Encryption

In the case of transmitting data over the Internet protocol, using a secure, encrypted way of communication is also a key to secure data transmission.

Computer encryption is based on the science of cryptography, which has been used throughout history.

Vidoe: Encryption of Credit Card Data

Encryption

Phishing

Phishing is a technique used by strangers to "fish" for information about you, information that you would not normally disclose to a stranger, such as your bank account number, PIN, and other personal identifiers such as your National Insurance number. These messages often contain company/bank logos that look legitimate and use flowery or legalistic language about improving security by confirming your identity details.

Phishing

example

IT Compliance

Keeping IT systems in line with local, state, national and international level laws, regulations, standards, and policies.

The Payment Card Industry Council is a consortium of credit card issuing brands: Visa, Incorporated; American Express, MasterCard Worldwide, Discover Financial Services and JCB International

PCI DSS

PCI Council have formed this consortium to improve the security of the global payment system by protecting consumers, merchants and banks from frauds and hacks.

The consortium has created a set of Data Security Standards governing the protection of all sensitive cardholder data stored electronically or on paper.

Video: PCI DSS Explained Website: PCI DSS

PCI DSS

Requirement 1: Install and maintain a firewall configuration to protect cardholder data

Requirement 2: Do not use vendor-supplied defaults for system passwords and other security parameters

Requirement 3: Protect stored cardholder data

Requirement 4: Encrypt transmission of cardholder data across open, public networks

PCI DSS

Requirement 5: Use and regularly update anti-virus software

Requirement 6: Develop and maintain secure systems and applications

Requirement 7: Restrict access to cardholder data by business need to-know

Requirement 8: Assign a unique ID to each person with computer access

PCI DSS

Requirement 9: Restrict physical access to cardholder data.

Requirement 10: Track and monitor all access to network resources and cardholder data

Requirement 11: Regularly test security systems and processes

Requirement 12: Maintain a policy that addresses information security