Case Study: Private, World-Class Entertainment and Leisure Brand streamlines ITSM and ITAM with SymphonyAI

A world-class brand’s evaluation path that led from 13 strong possibilities to selection of SymphonyAI’s AI-powered ITSM and ITAM

Private, World-Class Entertainment and Leisure Brand needed a single enterprise-wide platform to support a diverse mix of restaurants, hotels, and entertainment venues, while also handling seasonal workforce growth and varying business needs across divisions. After evaluating 13 vendors, the company selected SymphonyAI’s AI-powered ITSM and ITAM platform, SymphonyAI Apex, to replace its Cherwell environment and better support service desk, asset management, and automation requirements.

SymphonyAI implemented ITAM in October 2023 and ITSM in late November, with key capabilities including service requests, change, knowledge, portal, chatbot, and automation delivered in under 90 days. Early results were strong: 42% of service requests were resolved through automation, seasonal employee onboarding was automated, phone calls dropped from 58% of tickets to 48%, and portal usage increased from 28% to 37%.