Case Study: Toronto Pearson International Airport improves IT service reliability with SymphonyAI

SymphonyAI is the wind beneath Greater Toronto Airports Authority’s wings

Greater Toronto Airports Authority (GTAA), operator of Toronto Pearson International Airport, needed a seamless IT management approach to support one of North America’s busiest airports. With critical challenges around security monitoring, baggage services, kiosk uptime, and lightning warnings, the airport turned to SymphonyAI and its cloud-based integrated IT management suite to improve reliability, service continuity, and passenger experience.

SymphonyAI, working with Wipro, implemented a modular IT Operations Management solution with Productivity 360 features and enterprise IT service management capabilities. The result was improved safety and reliability through automated workflows, 10% fewer ticket hops and 10% shorter call wait times, a 2% reduction in incoming incidents in three weeks, 3% better SLA compliance resolution, faster employee onboarding/termination processes, improved CSAT, and a faster time-to-go-live.

Toronto Pearson International Airport

John Thompson

Associate Director IT Services