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Overview:
One of Finisar's primary IT objectives is to enable their international Information Technology (IT) and Oracle IT departments located in Ipoh, Malaysia, Shanghai, China and the United States to operate as a seamless global organization to support Finisar's rapidly growing business. Early on Finisar determined that to meet their overall objective, they had to employ industry best practices for service and support. They reasoned that if they implemented an ITIL-based service support solution they would not only address their multi-national support needs, but also begin to do more with less. After completing these detailed evaluations, Finisar selected CA's Unicenter ServicePlus Service Desk. They chose to install the solution on a Windows 2000 server running a SQL Server 2000 database.
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