Information Technology Services

Managed Services

Frequently Asked Questions

  • What Will the Institutions Continue to Provide?

    Rule and Control Forms in Banner

    Institution users will continue to have access to and maintain all validation, rule and control forms. In addition, system setup and rule establishment will remain an institution function.

    Banner Business Processes

    All Banner business processes will remain institution functions. Business processes include admissions, registration, financial aid, end-of-term processing, new aid year set up, accounts receivable end-of-day closeout procedures, degree audits, etc.

    First Line Technical Support

    Experienced local institution personnel are, and will remain, the best avenue to provide primary functional user support. Institution users will rely on institution support personnel for technical issues. The ITS Helpdesk is available for those issues that cannot be solved by local personnel.


    Each institution will be asked to designate two security administrators who will be provided administrative accounts and will be responsible for maintaining security objects and classes as well as user membership in these classes.

  • Will GeorgiaBEST Have Access to Our Institution’s Data?

    In order to provide the services listed above as well as the necessary data security, ITS student system database and software administration technical personnel will have access to your hosted databases. ITS developers and business analysts will not have access to your institution data without your written permission. ITS will not give your data to any external entity without your permission in writing and would prefer to enable you to do so yourself should the need arise.

  • What is the Process for System Upgrades and Patches?

    Guided by implementation timelines, hosted environment(s) patches and upgrades will always be applied to the institution’s TEST environment during one of the maintenance windows established in the ITS Helpdesk Service Level Guidelines. ITS will work with institutions to determine the timelines for patches and upgrades within the specified maintenance windows or agreed upon time frame. The hosted service will be unavailable to institution users during patch and upgrade processes.

  • Does GeorgiaBEST Provide Maintenance Windows?

    ITS will perform regular backups and other scheduled maintenance that will require service downtime according to a published maintenance schedule and process.

  • Are Customizations to the Environments Permitted?

    The hosted services environment allows for the implementation of customizations as part of the governed change management process.

  • Are Third-Party Integrations with Environments Permitted?

    Institutions have a variety of integrations with their hosted environment. For a comprehensive list of features and/or integrations utilized by current customers, please see the Managed Services Portfolio.

  • What printers standards are in place under USG Managed Services?

    Because the Banner printing process transmits sensitive and personally identifiable information, USG Information Technology Services (ITS) requires that all Banner print connections use encryption. GeorgiaBest Managed Services (BMS) uses the IPPS protocol (Internet Printing Protocol over encrypted HTTPS) to provide the required encryption. There are two configuration options:

    Printing Directly to IPPS-enabled Printers

    BMS can print directly to IPPS-enabled printers. However, because of IPPS configuration variations among printer manufacturers, it may be necessary to engage your printer manufacturer’s support organization for assistance in completing a successful IPPS configuration. For this reason, it’s important to cover all printers with an up-to-date support contract. Printing directly to IPPS-enabled printers requires that each printer be configured with a routable IP address and that campus firewall rules be adjusted to allow BMS servers to access the printers.

    Printing to an IPPS-enabled CUPS Print Server

    CUPS is a Linux/Unix print server that comes standard on Red Hat Enterprise Linux, as well as other Linux distributions. As an alternative to printing directly to a printer, BMS can transfer print jobs to a CUPS server via an encrypted IPPS connection. When using this option, it is the institution’s responsibility to manage the CUPS server and to ensure that connections between those servers and local campus printers are over encrypted channels. This option does not require each printer to be directly accessible to BMS; however, campus firewall rules must be adjusted to allow BMS servers to access the CUPS print server.