Airport blues: Passengers grounded by Microsoft-CrowdStrike outage

On July 19, 2024, CrowdStrike, one of the largest players in the global endpoint detection and response software market, pushed a single configuration file as an update to its Falcon Sensor program. This program is commonly used by Microsoft enterprise computers running on the Windows platform. The...

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Main Authors: RAMANATHAN, Kiruthika, BARROS, Rafael J, LIM, Thomas
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2024
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Online Access:https://ink.library.smu.edu.sg/cases_coll_all/504
https://cmp-shop.smu.edu.sg/products/airport-blues-passengers-grounded-by-microsoft-crowdstrike-outage?variant=42392972492842
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spelling sg-smu-ink.cases_coll_all-15082025-01-08T09:13:27Z Airport blues: Passengers grounded by Microsoft-CrowdStrike outage RAMANATHAN, Kiruthika BARROS, Rafael J LIM, Thomas On July 19, 2024, CrowdStrike, one of the largest players in the global endpoint detection and response software market, pushed a single configuration file as an update to its Falcon Sensor program. This program is commonly used by Microsoft enterprise computers running on the Windows platform. The file update was meant to enable Falcon to detect if hackers were using novel ways to hack end-user machines, but it caused a logic error that led to computers crashing around the world. Students are asked to put themselves in the shoes of an Information Technology (IT) Support Technician at Singapore’s Changi Airport Group (CAG), who has been sent to assist the ground crew of Kuaifei, an airline operating at the airport. They will need to analyse how the incident was discovered, mitigated, managed, and communicated. This case is intended for use in an enterprise solutions management course in an information systems undergraduate programme. Students should be able to achieve the following learning objectives: apply ITIL (Information Technology Infrastructure Library) incident management frameworks to analyse large-scale IT outages, and understand key ITIL incident management stages; evaluate technical root cause analysis; and design incident response protocols for mission-critical systems. 2024-12-01T08:00:00Z text https://ink.library.smu.edu.sg/cases_coll_all/504 https://cmp-shop.smu.edu.sg/products/airport-blues-passengers-grounded-by-microsoft-crowdstrike-outage?variant=42392972492842 Case Collection eng Institutional Knowledge at Singapore Management University Root Cause Analysis IT Security Management Cybersecurity Process Management Service Delivery Enterprise Computing Management Information Systems
institution Singapore Management University
building SMU Libraries
continent Asia
country Singapore
Singapore
content_provider SMU Libraries
collection InK@SMU
language English
topic Root Cause Analysis
IT Security Management
Cybersecurity
Process Management
Service Delivery
Enterprise Computing
Management Information Systems
spellingShingle Root Cause Analysis
IT Security Management
Cybersecurity
Process Management
Service Delivery
Enterprise Computing
Management Information Systems
RAMANATHAN, Kiruthika
BARROS, Rafael J
LIM, Thomas
Airport blues: Passengers grounded by Microsoft-CrowdStrike outage
description On July 19, 2024, CrowdStrike, one of the largest players in the global endpoint detection and response software market, pushed a single configuration file as an update to its Falcon Sensor program. This program is commonly used by Microsoft enterprise computers running on the Windows platform. The file update was meant to enable Falcon to detect if hackers were using novel ways to hack end-user machines, but it caused a logic error that led to computers crashing around the world. Students are asked to put themselves in the shoes of an Information Technology (IT) Support Technician at Singapore’s Changi Airport Group (CAG), who has been sent to assist the ground crew of Kuaifei, an airline operating at the airport. They will need to analyse how the incident was discovered, mitigated, managed, and communicated. This case is intended for use in an enterprise solutions management course in an information systems undergraduate programme. Students should be able to achieve the following learning objectives: apply ITIL (Information Technology Infrastructure Library) incident management frameworks to analyse large-scale IT outages, and understand key ITIL incident management stages; evaluate technical root cause analysis; and design incident response protocols for mission-critical systems.
format text
author RAMANATHAN, Kiruthika
BARROS, Rafael J
LIM, Thomas
author_facet RAMANATHAN, Kiruthika
BARROS, Rafael J
LIM, Thomas
author_sort RAMANATHAN, Kiruthika
title Airport blues: Passengers grounded by Microsoft-CrowdStrike outage
title_short Airport blues: Passengers grounded by Microsoft-CrowdStrike outage
title_full Airport blues: Passengers grounded by Microsoft-CrowdStrike outage
title_fullStr Airport blues: Passengers grounded by Microsoft-CrowdStrike outage
title_full_unstemmed Airport blues: Passengers grounded by Microsoft-CrowdStrike outage
title_sort airport blues: passengers grounded by microsoft-crowdstrike outage
publisher Institutional Knowledge at Singapore Management University
publishDate 2024
url https://ink.library.smu.edu.sg/cases_coll_all/504
https://cmp-shop.smu.edu.sg/products/airport-blues-passengers-grounded-by-microsoft-crowdstrike-outage?variant=42392972492842
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