Banner / Urgent Service Outage Guidelines

Objective

• To inform Banner stakeholders of the urgent service outage process

Scope

• While we make every effort to plan service disruptions to Banner components well in advance, there are circumstances which sometimes require more immediate action. In these cases, it is not always possible to conduct maintenance without inconveniencing Banner users. This document describes expectations around such events.
• Gain an understanding of the decision making process for conducting urgent Banner service outages

User

• Banner stakeholders, including business offices and IT Services

Environment

• 184204: Banner 9 Production
• 205424: Banner 9 Admin Financial Aid
• 303074: Banner 9 Admin Finance
• 12615: Banner Enterprise Identity Services (BEIS)
• 283386: Banner 9 Accounts Receivable
• 303082: Banner 9 Admin Human Resources
• 196715: Banner 9 Admin General
• 196714: Banner 9 Admin Student
• 303076: Banner 9 Finance Self Service
• 196712: Banner 9 Admin Common
• 196713: Banner 9 Admin Advancement
• 303078: Banner 9 Application Navigator
• 179372: Banner Integration API

Guidelines

• Priority
  • Refer to the priority matrix
  • Level 1 - immediate action
  • Level 2 - urgent action
  • Level 3 - best effort
  • Level 4 and 5 - defer to best time
• Timing
  • Immediate action
    • As needed
    • Communicated may be limited
  • Urgent action
    • Informational communication beforehand
  • Best effort
    • Consult stakeholders for impact on mission critical activities
  • Defer to best time
    • Consult stakeholders for impact on planned activities
• Decision Factors
  • Immediate
    • Major Incident leaders
    • Part of an ongoing major service disruption
  • Urgent
    • IT and primary stakeholder representatives
    • Part of an ongoing disruption to a subset of Banner functionality
    • Strive to avoid mission critical business processes, but accept they may be disrupted
  • Best effort
    • IT and stakeholders
    • Related to minor disruption of limited Banner functionality
    • Mission critical business processes take precedence
      • Non-mission critical business activities may be impacted based on stakeholder input
  • Defer
    • IT and stakeholders
    • Related to inconvenience or non-user impacting issue
    • Strive to avoid normal business activities
• Communication
  • BLT listserv
  • Slack
  • IT Communications to stakeholders