Student Information System (Banner)

The scope of this service includes administration and ongoing support that is necessary to ensure optimal performance and information security for both the back-end (a.k.a. “Banner Admin Pages”) and the front-end online services (a.k.a. “Banner Self-Service) of the overall Banner Student Information System.  This includes the following:

System Implementation and Configuration:

• Assist with initial system setup and configuration
• Coordinate with stakeholders to define and implement business processes
• Modify the system to meet institutional requirements

User Management and Security:

• Manage user accounts, access controls, and permissions
• Implement and maintain role-based access control
• Monitor system security and safeguard sensitive information

System Integration:

• Integrate Banner with other institutional systems, such as Learning Management Systems (Canvas), financial aid (PowerFAIDS), and Commonwealth of Massachusetts information systems
• Develop and maintain interfaces

System Upgrades and Maintenance:

• Plan and coordinate periodic updates to the system with new features and enhancements
• Perform routine system maintenance and troubleshooting
• Provide guidance on system architecture and best practices

Training and Support:

• Offer documentation, training programs and consultative support for users of the system
• Provide ongoing technical support, troubleshooting, and issue resolution
• Facilitate user group meetings and forums for knowledge sharing

Vendor Management and Liaison:

• Coordinate with Ellucian for product updates, support, and licensing
• Manage vendor relationships and escalate issues as needed
• Facilitate communication between the institution and Ellucian

Continuous Improvement:

• Monitor system performance and user satisfaction
• Identify opportunities for process improvement and optimization to meet institutional needs
• Collaborate with stakeholders to implement system enhancements and innovation

Faculty and Staff:

• Authorized full-time and part-time faculty members and administrative staff can submit requests and incidents for system access, reporting, data updates, troubleshooting, and other Banner-related services.
• Requests for new features or enhancements may be submitted, provided they align with institutional priorities and are approved by the appropriate department or unit.

Student Workers and Graduate Assistants:

• Student workers and graduate assistants may submit requests and incidents related to their job functions and responsibilities, as long as they have the necessary permissions and supervisor approval.
• These users should follow the established protocols for submitting requests and ensure that their requests are related to their job duties and comply with institutional policies.

Third-Party Partners and Vendors:

• Authorized third-party partners and vendors may submit requests and incidents related to system integration, data exchange, or other collaboration efforts, provided they have a contractual agreement with the institution.
• These requests should follow the appropriate channels and be submitted according to the established guidelines and procedures.
• Conditions for Submitting Requests and Incidents:
• Eligible users must submit requests and incidents through the designated IT service request portal, service desk, or other specified methods outlined by the University’s ITS organization.
• Requests and incidents must be clearly described, with relevant details and context provided to facilitate efficient resolution.
• Users must adhere to institutional policies, guidelines, and data privacy regulations when submitting requests and incidents.

By leveraging the features and benefits below, the information technology services organization aims to create a well-supported and efficient student information system that meets the evolving needs of Framingham State University and its beneficiaries.

Operational Capabilities:

• Efficiently manage student information and processes
• Enhance productivity through automation and process improvement
• Facilitate data-driven decision-making

System Management:

• Oversee system implementation, configuration, and customization
• Maintain security, user management, and access control
• Manage system upgrades, maintenance, and troubleshooting

Integration:

• Enable smooth integration with other institutional systems
• Facilitate data exchange and collaboration between departments
• Leverage APIs and data interfaces for streamlined workflows

Data Management and Reporting:

• Ensure data accuracy, integrity, and compliance
• Provide custom reporting and dashboards to support informed decision-making
• Implement data migration, backups, and recovery plans

Training and Support:

• Offer training programs and resources to enhance user proficiency
• Provide ongoing technical support and issue resolution
• Foster collaboration and knowledge sharing through user forums

Vendor Management and Liaison:

• Effectively coordinate with vendors for product updates, support, and licensing
• Manage vendor relationships and escalate issues as needed
• Serve as a communication bridge between the institution and vendors

Continuous Improvement:

• Monitor system performance and user satisfaction
• Identify and implement process improvements and optimizations
• Stay current with industry trends and best practices

To ensure a smooth process for submitting requests and reporting incidents related to the University's Banner student information system, users must meet the following prerequisites:

Authorized User Status:

• Requester must be an authorized user, such as a faculty member, staff, student worker, graduate assistant, student, or third-party partner/vendor with a valid affiliation to the University.

System Access and Permissions:

• Requester must have the necessary system access and permissions relevant to the request or incident being submitted.

Supervisor or Department Approval:

• If applicable, requester must obtain approval from their supervisor or department head before submitting a request or reporting an incident.

Adherence to Institutional Policies and Guidelines:

• Requester must follow the University's policies, guidelines, and data privacy regulations when submitting requests and reporting incidents.

Use of Designated Channels:

• Requests and incidents must be submitted through the appropriate channels, such as the IT service request portal, help desk, or other methods outlined by the information technology services organization.

Clear and Detailed Description:

• Requester must provide a clear and detailed description of the request or incident, including relevant context, steps to reproduce (if applicable), and any supporting documentation or screenshots.

Prioritization and Urgency:

• Requester should indicate the priority and urgency of the request or incident, following the established guidelines and escalation procedures provided by the information technology services organization.

By meeting these prerequisites, users can help ensure efficient and effective handling of their requests and incidents related to the University's student information system.

Faculty, staff and students who encounter difficulty with any aspect of accessing information from Banner (Admin Pages) or Self-Service Banner (SSB) through the myFramingham portal should first contact the department with primary responsibility for the information they are trying to access.

Staff who require technical assistance with a Banner form or process, please click  "Request Assistance" from this web page in order to provide us with some basic information about your unmet or anticipated need and then submit your request.  If your request is "How to", please enter a request through the Ellucian Action Line.

• Framingham State University Acknowledgement of Confidentiality and Appropriate Use of Social Security Numbers
• Operational Plan for Managing Administrative and Student Information Systems
• Service Description for Data Management and Reporting
• Service Description for Financial and Procurement Systems (Banner)
• Service Description for Integration Services
• Standards for Administrative and Student Data
• Stewardship of Information Policy
• Frequently asked questions (FAQs): A list of commonly asked questions and answers related to typical issues and concerns (a.k.a. knowledge articles)

ITS is committed to providing timely and efficient support for the University's student information system. To ensure a high level of service, the following fulfillment targets have been established for resolving incidents and fulfilling requests:

Priority 1 - Critical incidents: Resolution within 4 hours

• System-wide outages or significant performance degradation affecting a large number of users
• Issues causing major disruption to critical business processes

Priority 2 - High-priority incidents: Resolution within 8 hours

• Issues affecting multiple users or key functions, but with workarounds available
• Problems causing moderate disruption to business processes

Priority 3 - Medium-priority incidents: Resolution within 3 business days

• Issues affecting individual users or minor functionality, with workarounds available
• Problems causing minimal disruption to business processes

Priority 4 - Low-priority incidents and requests: Resolution within 5-10 business days

• General inquiries, feature requests, or minor issues with minimal impact on users or business processes

Please note that these fulfillment targets serve as guidelines, and actual resolution times may vary depending on the complexity of the issue, available resources, and other factors. ITS will strive to keep users informed of the progress and status of their requests and incidents throughout the resolution process.