Student Information Management Systems

This article describes the Student Information Management Systems service (BO2), part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

This service provides and manages the core Student Information Management systems including the Ellucian Banner platform and associated systems used at the University to support its core and local student services This excludes specific infrastructure responsibilities which are covered by separate underpinning technology SLAs

Contact type  Contact(s) 
Key Business Stakeholder(s)  To be confirmed
ELT lead  Head of Service Management and Infrastructure 
IT Service Owner(s)  Application Support Manager
IT Service Manager(s) Application Support Operational Lead (ITOL)
Business Relationship Manager (BRM) KB0012310 Business Relationship Management

Standard Service offering

What IT delivers from a user perspective. IT is supporting the following business services.

BO2.1 – Marketing, international and market development

BO2.2 – Student Operations, Business Planning and Quality Assurance

BO2.3 - Programme Support and Assessment, Curriculum Management, Assessment and Examinations, Timetabling and digital learning

BO2.4 – Recruitment, Admissions, Accommodation Management

BO2.5 – Student Finance and Counter Services

BO2.6 – Supervision, Student Support and Wellbeing, Student Opportunity Management

Service Support Level

Level 1 Service - Business critical services essential to business operation, requiring a primary, secondary and tertiary contacts in application support as a minimum. IT Manager assigned.

Level 2 Service - Business operational services contributing to efficient business operation requiring a primary and secondary contact in application support as a minimum. (Infrastructure support (configuration, database, servers). IT Manager assigned (optional).

Level 3 Service – does not have any 2nd line support and will be a best endeavours approach only. Also includes any automated self-service, self-help solutions. May not have an IT Managers assigned.

How to access

The following resources help with getting access to the service:

You may also contact the IT Service Desk for information or via the self Service portal to make that initial request describing your requirements.

How to use

The following Knowledge Base resources are available to learn more about how to use the service:

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( or in person (level 10 EC Stoner).

First level support is via the IT Service Desk - The IT Service Desk availability is published in the knowledge base article KB0012259.

Second level support will be available 09:00-17:00 Mon - Fri

SLAs and OLAs

In review - to be published in due course.