Finisar Corporation Uses Unicenter® ServicePlus Service Desk to Implement ITIL Best Practices and Ad

The Finisar Corporation (Finisar) is a multinational technology company, leading the fiber optic subsystems and network performance test marketplace with $280 million in revenues. Headquartered in Sunnyvale, California, Finisar employs approximately 2700 people worldwide.

Finisar evaluated a number of different vendors but ultimately boiled down their short list to three providers — Computer Associates International, Inc. (CA), Peregrine Systems and Axios Systems. After a thorough analysis, Finisar found that the Peregrine Service Center solution was complicated and that it did not meet their needs without major customization.

In short, it was too complex. On the other hand, they found the Axios Systems solution, based on Assyst, was too restricted in their implementation of what Axios views as ITIL compliance. Another concern was the Axios interpretation of ITIL process would have required Finisar personnel to navigate several forms to perform a simple task. This, Finisar viewed as too time consuming. One vendor they did not include in the evaluation was BMC/Remedy. They knew from past experiences with Remedy that their implementation processes were far too complicated and expensive to be considered.