How a globally recognized entertainment company transformed IT operations across diverse business divisions with SymphonyAI

Overview

Customer: Private, world-class entertainment and leisure brand
Industry: Hospitality, entertainment, and dining
Employees: 1,500 full-time + 5,000 seasonal staff
Location: U.S.-based, operates restaurants, hotels, and entertainment venues
Solution: SymphonyAI ITSM and ITAM on the Apex platform
Implementation Time: <90 days
Key Outcomes: 42% automation of service requests, improved self-service adoption, accelerated onboarding

The Challenge

With dozens of venues—from fine dining to festivals—this entertainment conglomerate needed a single ITSM and asset management platform to unify support across business units with distinct needs, especially during seasonal surges. When Ivanti acquired their incumbent provider, the clock started ticking for a future-proof replacement.

Brian, the head of IT operations, knew change was inevitable. His goal: select a scalable platform that could centralize IT support and grow with the business—without compromising on ease of use, automation, or time-to-value.

The Selection Journey

Starting with 13 vendors, Brian’s team evaluated systems across 26 ITSM categories—ranging from change management to chatbots, automation, and mobile support. Asset management needed to support hybrid environments, including PoS systems without agents.

After rigorous demonstrations and stakeholder feedback, SymphonyAI emerged as the clear winner.

“All tools do the same thing. It comes down to how easy it is to use and admin… and cost,” said Brian.

Why SymphonyAI Won

• Comprehensive Value: Met both current and future needs at a cost-effective rate
• Ease of Administration: Highly configurable with low-code/no-code flexibility
• Unified Platform: One solution for ITSM, ITAM, digital agents, and orchestration
• Enterprise-grade Automation: Strong support for automation and workflows
• Fast Implementation: From kickoff to go-live in under three months
• Scalable SaaS: Single-tenant cloud, built for extensibility across HR, finance, and more

Early Wins and Results

• 42% of service requests now automated
• Seasonal employee onboarding fully automated
• Phone-based tickets dropped from 58% to 48%, with more portal usage
• Self-service portal usage grew from 28% to 37%
• Digital assistant launch underway to offload routine agent work
• Ticket analytics now guide support optimization

“Symphony did most of the work. It was good out of the gate… really low on drama.”

Looking Ahead

With SymphonyAI’s Apex platform in place, the IT team is preparing to extend service management beyond IT to HR and finance. The strong foundation of automation, AI-readiness, and user satisfaction positions the business for long-term transformation.

“The combination of practical fitness for today’s needs with future scalability is a huge win.”

About SymphonyAI Apex

SymphonyAI’s Apex platform delivers enterprise-grade AI-powered ITSM, ESM, and asset management in one suite. It combines automation, orchestration, and digital agents to accelerate resolution, reduce cost, and enhance user satisfaction.

• Up to 60% of service requests automated
• 50% faster resolution
• 30% savings on hardware and software