Effective Writing 10th Edition by Claire May,Gordon May

Exercise 5

One morning, the computers at U.S. Leasing Company began acting sluggish. Computer operators were relieved when a software troubleshooter from IBM called several hours later. They were more than happy to help the troubleshooter correct the problem they were having. The troubleshooter asked for a phone number for the computers as well as a log-on number and password.
The next morning, the computers were worse. A call to IBM confirmed U.S. Leasing's suspicion: Someone had impersonated an IBM repairman to gain unauthorized access to the system and destroy the database. U.S. Leasing was also concerned that the intruder had devised a program that would let him get back into the system even after all the passwords were changed.
Write an essay discussing what techniques the imposter might have employed to breach U.S. Leasing's internal security and how U.S. Leasing might avoid these types of incidents in the future.