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Case Study
Question
WHEN
ANTIVIRUS SOFTWARE CRIPPLES YOUR COMPUTERS
1. What management,
organization, and technologyfactors were responsible for McAfee’s software
problem?
-
Management:
McAfee conducted a more thorough investigation into its mistake and published a
FAQ sheet thatexplained more completely why they had madesuch a big mistake and
which customers wereaffected.
-
Organization:
The only way tech support staffs working in organizations could fix the problem
was to go from computerto computer manually.
-
Technology:
McAfee released a utilitycalled “SuperDAT Remediation Tool,” which hadto be
downloaded to an unaffected machine, placedon a flash drive, and run in Windows
Safe Mode on affected machines.
2.
What
was the business impact of this software problem, both for McAfee and for its
customers?
The impact of this software
problem:
The customers were angry
because their computers were crippled or totally non-functional. The updates
mistakenly targeted a critical Windows file, svchost.exe, which hosts other
services used by various programs on PCs. And it automatically damages the file
of the costumers’ files.
The impact for McAfee,
its reputation becomes worse and McAfee was criticized for its slow response to
the crisis and for its initial attempts to downplay the issue’s impact on its
customers. The company released a statement claiming that only a small fraction
of its customers were affected, but this was soon shown to be false. Two days
after the update was released, McAfee executive Barry McPherson finally
apologized to customers on the company’s blog. Soon after, CEO David DeWalt recorded
a video for customers, still available via McAfee’s Web site, in which he
apologized for and explained the incident.
3.
If
you were a McAfee enterprise customer, would you consider McAfee’s response to
the problem be acceptable? Why or why not?
No, because the
service McAfee is so slow, and mistakes are made computers defective or
completely not working
4.
What
should McAfee do in the future to avoid similar problems?
McAfee was
criticized for its fast response to the crisis and for its initial attempts to
downplay the issue’s impact on its customers. Which is the only way of fixing
affected computers with VirusScan users applied the update, tried rebooting
theirsystems, their network capabilities to detect USB drives.
MIS In Action
After read the responses
of McAfee’s customers, I think, the apology didn’t inflame or helped the
situation. The customers looked very angry and feel so disadvantaged because
that incident. They loose their files, data, and their money which couldn’t get
back.
“A false positive
remediation” is a misidentified key Windows file called svcgost.exe as a virus,
causing a PCs to crash or keep rebooting. In response, McAfee staffers have
been working around the clock to help customers get their systems back online,
McPherson said. The tool has been successful at remediating the problem caused
by the faulty DAT update for multiple customers. The faulty DAT made it past
the quality assurance checks because the problems arose during the testing
process for this DAT file.
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