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Sallie Mae Uses CA Solutions to Automate ITIL Processes and the Change Management Lifecycle

• Tags:
• itil,
• audits,
• incident management,
• mae

Overview With a 32-year history of operating as a federal government entity, Sallie Mae was no stranger to processes. However, the many manual process controls required a significant expenditure of resources. In addition, Sarbanes-Oxley audits and Statement of Auditing Standards audits required an automated, process-driven structure for audit and compliance. Sallie Mae needed to improve communication between IT management silos that sometimes resulted in a disconnect between the application development group and the infrastructure and operations group. To streamline its processes, Sallie Mae turned to the ITIL (IT Infrastructure Library) best practices framework. Sallie Mae began with implementing ITIL Service Support processes, including Incident Management, Problem Management, Change Management and Release Management.

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