IT Incident Reporting Procedure

Purpose

This procedure establishes the process for reporting IT incidents at Global Bank. Prompt and accurate incident reporting is essential for minimising the impact of service disruptions, security events, and system failures on bank operations and client services. All employees have a responsibility to report IT incidents as soon as they are identified.

Policy Reference: IT-INC-001
Applies To: All employees, contractors, and third-party users

What Constitutes an IT Incident?

An IT incident is any unplanned interruption to, or reduction in the quality of, an IT service. Examples include:

• System or application unavailability
• Slow performance or degradation of critical business applications
• Loss of network connectivity
• Email delivery failures or delays
• Data loss or corruption
• Suspected security breaches, malware infections, or phishing attacks
• Hardware failures (e.g., laptop not booting, monitor failure)
• Loss or theft of a corporate device

Incident Severity Levels

How to Report an Incident

Method 1: IT Service Portal (Preferred)

1. Navigate to servicedesk.globalbank.com.
2. Click Report an Incident.
3. Complete the incident form with the following details:
   • Your name, department, and contact number
   • Affected system or application
   • Description of the issue (what happened, when it started, what you were doing)
   • Number of users affected
   • Business impact (e.g., unable to process client transactions)
   • Any error messages or screenshots
4. Submit the form. You will receive an incident reference number (format: INC-XXXXXXX) via email.

Method 2: Telephone

For urgent incidents (P1 or P2), call the IT Service Desk directly:

• Internal: Ext. 2000
• External: +44 20 7946 0123
• Available: 24/7 for P1 and P2 incidents; 07:00–19:00 GMT for P3 and P4

Method 3: Email

For non-urgent incidents, you may email servicedesk@globalbank.com. Please include the same information as described in the portal form above. Note that email submissions may have a slower initial response time than portal or telephone submissions.

Security Incidents

If you suspect a security incident (e.g., malware, data breach, unauthorised access, phishing compromise), you must also notify the IT Security Team directly:

• Email: itsecurity@globalbank.com
• 24/7 Security Hotline: +44 20 7946 0199 (Ext. 2200 internally)

Security incidents are handled under the Security Breach Response Protocol (IT-INC-002) in addition to this general incident procedure.

What Happens After You Report

1. Acknowledgement: You will receive an automated acknowledgement with your incident reference number.
2. Triage: A Service Desk analyst will review the incident, assign a priority level, and route it to the appropriate resolution team.
3. Investigation: The assigned team will investigate the root cause and work towards resolution.
4. Updates: You will receive status updates via email at regular intervals (every 30 minutes for P1, every hour for P2, daily for P3/P4).
5. Resolution: Once resolved, you will be notified and asked to confirm that the issue is resolved. The incident will be closed after confirmation or after 5 business days with no further contact.

Escalation

If you are not satisfied with the progress of your incident, you may escalate using the following path:

Contact

• IT Service Desk: servicedesk@globalbank.com | Ext. 2000 | +44 20 7946 0123
• IT Security Team: itsecurity@globalbank.com | Ext. 2200