Finisair, a fibre optic subsystem supplier has implemented ITIL best practices and addressed important Sarbanes-Oxley requirements using Unicenter ServicePlus Service Desk from CA.

Finisair, is a provider of network performance test solutions as well as fibre optic technology.

A combination of SOX regulatory requirements and the need to maximize their operational efficiency are driving IT departments to bring greater discipline to their service management processes. Change, incident and problem management as outlined under ITIL have become particularly critical as IT seeks to become more proactive and better align its expenditures with business priorities.

The new software updates Finisair's previous workflow automation and reporting.

To address the Sarbanes-Oxley audit, we have to be able to fully document relevant IT governance procedures such as notifying users about scheduled downtime, to the steps we took to ensure that an infrastructure upgrade did not interrupt delivery of a critical business service, said Christine Rose, Finisar's director of Global IT. "CA's Unicenter ServicePlus Service Desk allows us to achieve this comprehensive documentation so that we can have confidence in meeting our SOX compliance requirements -- while, at the same time, it has enabled us to streamline our service management operations so we can devote more of our resources to high-value strategic projects rather than operational housekeeping and firefighting."

Finisair implemented the centralized management database (CMDB) using the ServicePlus Service Desk. Configuration item information can be recovered in real-time now. Requests from the Human Resources department can now show when employees were added to the network and/or when their equipment is located.

SOX compliance and ITIL implementation are generally viewed by IT organizations as intimidating challenges that carry with them at least some likelihood of project failure, said Arlen Beylerian, CA's director of product management for service management. "Finisar's experience with Unicenter ServicePlus Service Desk demonstrates that these organizations can successfully meet both challenges simultaneously -- given the right technology and the right strategy."

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