Frequently Asked Question

What is an IT Incident?

An incident is an unplanned interruption to an IT service, or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident. This differs from an IT Problem, (such as a user's mouse stopping working) or a User Request. (Such as requesting a password reset)

Is it an Emergency?
Please see this article, for guidance, on reporting an IT Emergency.

When should I report an Incident?

As soon as you notice it. It's better to report when you are unsure rather than wait and the incident escalates into a major or critical incident.

How to Report an Incident
Please report an IT incident, using our dedicated IT Incident Reporting Form, giving as much information about the incident as possible. 

Why should I report an IT Incident?

• To ensure a record of the incident is created and maintained.
• To allow IT staff and to spot a serious incident from a pattern of seemingly unrelated events.
• To enable efficient and ongoing management of the incident.
• To restore any affected systems or services as quickly as possible.

What Happens Next?
Your incident will be Triaged and Graded, so we can determine how urgently it needs dealing with.  Most IT incidents will be routine and will be dealt with using Service Desk IT Procedures or via Specialist IT incident Management Processes. (ITL)