BCP Failure Scenario and Treatment

No Failure Scenario Failure Symptom

Types of Failure -a. CRM/KM System Not Available / Users unable to log on -b. Access denied for individual user (due to security constraints) -c. Partial access to CRM/KM system or Portals - a. ORACLE SOA Integration Broker not functioning (either infrastructure failure or application failure) -b. RNT Web Services not functioning properly (either infrastructure failure or application failure) -c. ORACLE eBS system not functioing -d. Network connectivity problems
-a. Data Aggregator failed to access IDP FTP server for data delivery or RNT unable to pick up data files from IDP FTP server -b. Outage of Data Aggregator Services or -c. Outage of RNT Services -a. SMS provider services not available -b. Failure of Web Services -a. IDP Exchange server failure -b. problem with RNT email services

Probable cause

Severity of impact a.Extreme b. Low c. Low

Likelihood of occurance a. Unlikely b. Likely c. Likely

Mitigation

Failure of RNT CRM / KM

Inability to operate CRM/KM functions (e.g. Placement services) by IDP Counsellors/other Staff. Also Students or Clients unable to access through the Portal

a.RNT CRM/KM systems server down b. Access denied due to authorization/authentication failure c. Problem with component system or Network

a.RNT contractually obliged to provide Disaster Recovery services in case of server outage b. & c. Follow up with administrators/BAU support for access authorization

Failure of interface between RNT/EBS systems

CRM users unable to get Price details, Raise Invoice, get Statement View from eBS

a. ORACLE SOA infrastructure problems (scehduled/unscheduled) b. RNT Web Services problem c. eBS system problem/outage d. Changes in network

a.Medium b. Medium c. Medium d. Medium

Failure of interface between RNT/Data Aggregator

Failed to load Data from Data Aggregator

a. Problem with FTP server

a. Low

a.Moderately likely b. Moderately Unlikely c. Moderately likely d. Moderately likely a. Likely

Follow up first with Infrastructure to ensure services are avialble, notify vendor application support teams for resolving problems

a. Fix FTP server problem and Notify DA / RNT b. Follow up with DA Help Desk c. Follow up with RNT help desk a. and b. CRM Help desk services to follow up with RNT and SMS provider to resolve issues a. and b Follow up with IT Help Desk and RNT to resolve the email problems a. Follow up with IT BAU Help desk services for local problem resolution b. Follow up with CRM help desk to get latest package update a. Follow up with IT BAU help desk b. & c. Follow up with B2B help desk

Failure of interface between RNT/SMS Failure of incoming/outgoing emails Failure of interface between User client and RNT Host (Server)

Unable to invoke SMS services

Unable to exchange email between IDP and RNT CRM email services Users unable to log on to RNT application or application errors

-a.CRM/KM System User unable to log on to CRM due to local condition -b. User experiences malfunction of the application
-a. Users experiencing Timeout on B2B interactions -b. Users not receiving messages via the B2B channel

b. DA Service Outage c. RNT Servie Outage a. SMS service provider problems b. RNT SMS interface application problem a. IDP Outlook exchange server outage b. Trouble with RNT email services a. Changes in desktop/local area

b. Low c. Low a. Low b. Low a. Low b. Low a. Low a. Low

b. Likely c. Unlikely a. Likely b. Moderately Unlikely a. Likely b. Likely a. Very likely a. Very likely

network configurations
b. User not updated with the latest release of client update package a. Integration broker (Sterling Integrator) problesm/outage b. Trouble with the Institution systems c. Trouble with network connectivity a. IDP Web Site outage/malfunction b. & c. RNT CRM Portals malfunction

Failure of interface between RNT/B2B Channel -- One or more instittutions

Unable to operate interactions via B2B Channels to the Unversities/Institutions

a. Low b. Low c. Low

a. Likely b. Likely c. Likely

Failure of IDP Web, including Client & Student portals

Students/Prospects/Clients unable to access IDP Web and their CRM Portals, or have partial access

-a. IDP Web Site access failure -b. Failure of RNT CRM/KM Portals for Student/Client -c. Partial failure of application component

a. Moderate b. Low c. Low

Failure of content update to IDP Web

IDP Content management system failure

-a. IDP CMS system (Immediacy) not functioning -b. Unable to update Content

a. Problem with Immidiacy CMS b. Problem with Immidiacy CMS

a. low b.Low

a.Moderately likely b. Moderately likely c. Moderately likely a. Likely a. Likely

a. Follow up with IT BAU help desk b. Follow up with CRM help desk

a. & b.Follow up with IT BAU help desk

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Failure of IEO (Minimal scope impact) Unavailability of Help Desk Failure of MPLS Infrastructure Network

Unable to get forward schedule of events Unable to operate with service Now Unable to operate or access CRM system

-a. User access to IEO events system for event schdule not available -a. Service Now Help Desk non-functional

a. Problem with IEO events Acess Database a. Problem with Service Now a. b. c. Problem with ORANGE MPLS Network Proble with .Net client package release IDP Licensees have problem accessing

a. Low

b. Moderately likely a. Unlikely a. Moderately likely b. Moderately likely c. Moderately likely

a. Follow up with IT BAU help desk

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a. Low a. Extreme b.Moderate c. Low

-a.CRM/KM System User unable to log on to CRM due to Network Infrastructure -b. Failure of RNT client package on Desktop -c. Failure of Idp Licensee o connect

a. Follow up with Service Now and back office a., b. & c. Follow up with ORANGE help desk