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BCP Failure Scenario and Treatment

No Failure Scenario Failure Symptom Types of Failure Probable cause Severity ofimpact

Likelihood of

occurance

Mitigation

1 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. 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.RNT CRM/KM systems server

down

b. Access denied due to

authorization/authentication failure

c. Problem with component system

or Network

a.Extreme

b. Low

c. Low

a. Unlikely

b. Likely

c. Likely

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

2 Failure of i nterface between

RNT/EBS systems

CRM users unable to get Price

details, Raise Invoice, get

Statement View from eBS

- 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. 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

a.Moderately

likely

b. Moderately

Unlikely

c. Moderately

likely

d. Moderately

likely

Follow up first with Infrastructure to

ensure services are avialble, notify

vendor application support teams for

resolving problems

3 Failure of i nterface between

RNT/Data Aggregator

Failed to load Data from Data

Aggregator

-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. Problem with FTP server

b. DA Service Outage

c. RNT Servie Outage

a. Low

b. Low

c. Low

a. Likely

b. Likely

c. Unlikely

a. Fix FTP server problem a nd Notify

DA / RNT

b. Follow up with DA Help Desk

c. Follow up with RNT help desk

4 Failure of interface betweenRNT/SMS

Unable to invoke SMS services -a. SMS provider services not available-b. Failure of Web Services

a. SMS service provider problemsb. RNT SMS interface application

problem

a. Lowb. Low

a. Likelyb. Moderately

Unlikely

a. and b. CRM Help desk services tofollow up with RNT and SMS

provider to resolve issues

5 Failure of

incoming/outgoing emails

Unable to exchange email

between IDP and RNT CRM

email services

-a. IDP Exchange server failure

-b. problem with RNT email services

a. IDP Outlook exchange server

outage

b. Trouble with RNT email services

a. Low

b. Low

a. Likely

b. Likely

a. and b Follow up with IT Help

Desk and RNT to resolve the email

problems

6 Failure of interface between

User client and RNT Host

(Server)

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. Changes in desktop/local area

network configurations

b. User not updated with the latest

release of client update package

a. Low

a. Low

a. Very likely

a. Very likely

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

7 Failure of interface between

RNT/B2B Channel

-- One or more instittutions

Unable to operate interactions

via B2B Channels to the

Unversities/Institutions

-a. Users experiencing Timeout on B2B interactions

-b. Users not receiving messages via the B2B

channel

a. Integration broker (Sterling

Integrator) problesm/outage

b. Trouble with the Institution

systems

c. Trouble with networkconnectivity

a. Low

b. Low

c. Low

a. Likely

b. Likely

c. Likely

a. Follow up with IT BAU help desk

b. & c. Follow up with B2B help desk

8 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. IDP Web Site outage/malfunction

b. & c. RNT CRM Portals

malfunction

a. Moderate

b. Low

c. Low

a.Moderately

likely

b. Moderately

likely

c. Moderately

likely

a. Follow up with IT BAU help desk

b. Follow up with CRM help desk

9 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. Likely

a. Likely

a. & b.Follow up with IT BAU help

desk

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10 Failure of IEO (Minimal

scope impact)

Unable to get forward schedule

of events

-a. User access to IEO events system for event

schdule not available

a. Problem with IEO events Acess

Database

a. Low b. Moderately

likely

a. Follow up with IT BAU help desk

11 Unavailability of Help Desk Unable to operate with service

Now

-a. Service Now Help Desk non-functional a. Problem with Service Now a. Low a. Unlikely a. Follow up with Service Now and

back office

12 Failure of MPLS

Infrastructure Network

Unable to operate or access

CRM system

-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. Problem with ORANGEMPLS Network

b. Proble with .Net clientpackage release

c. IDP Licensees haveproblem accessing

a. Extreme

b.Moderate

c. Low

a. Moderately

likely

b. Moderately

likely

c. Moderately

likely

a., b. & c. Follow up with ORANGE

help desk