IT request

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1
SOP briefing
2
Details
3
AI review
4
Confirm

SOP briefing

Escalation SOP for system-related concerns. Approach the System Owner first (usage/config check), then escalate to IT with the minimum information below if the concern is not a usage issue or the owner cannot resolve within 1 business day.

Reference: Escalation SOP v0.1 (Br. Mansoor Danish & Br. Jamal)

Before you continue, please confirm:

I contacted the System Owner first to confirm this is not a usage or configuration issue.*
The System Owner is listed against each system in the System Owner Register.
I have gathered the minimum information required (system, description, impact, first noticed).*
If this is a direct-to-IT exception, I have also notified the System Owner in parallel for awareness.

Or, this is a direct-to-IT exception because:

System-wide outage Suspected security or data breach Immediate safety or business-critical impact

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