The IBM Executive Alerting process is a managed by the Global Markets Transformation and

Operations team. It was created to notify IBM executives about emerging incidents impacting a client's business and effecting their experience with IBM.

The objective of the process and its associated apps is to provide timely, informative and consistent alerts to our executives about emerging critical incidents impacting our clients’ experience.

User uses CEA to –

•Creating different level of incidents as follows

1.Tier1- All client incidents coming from a technical data source (i.e., CERT)

2. Tier2-An incident with a greater impact to the client’s business operations

3.Tier3- Incident with highest severity, requiring the awareness of the IBM Chairman

•This process is used by all IBM units to inform IBM executives, including the IBM Chairman, about emerging critical incidents affecting our clients and to provide updates until the situation is resolved

•Alert notification responsibility resides with the unit responsible for the effected offering/ product/service

•All communication with the client on the incident is at the direction of the lead client representativets

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