New case study from enterprise management associates reveals how SymphonyAI Summit revolutionizes AI powered ITSM

04.24.2019 | By Mark Speyers

A new case study from Enterprise Management Associates demonstrates SymphonyAI Summit’s ability to deliver AI-powered IT service management for its customers. The case study chronicles the journey of a multi-billion-dollar global manufacturer to a single, unified set of global IT processes that save an estimated $1.5 million annually.

A leading manufacturer of consumer lifestyle innovations needed a solution to bring together disparate systems and processes. Business and process complexity were bloating and slowing the company’s ability to meet business growth goals. The company chose SymphonyAI Summit to help streamline processes for the management of incidents, problems, change and release processes.


The company has achieved the following results with SymphonyAI Summit:

  • Major cost savings: The company estimates cost savings and avoidance of more than $1.5 million annually.
  • Dramatic gains in streamlining IT processes: Incident handling has been streamlined from 100 service level agreement categories to four, 90 workgroups to 60 and mean time to resolution has gone down from 12  hours to 2.5 hours.
  • 24/7 service desk experience: The company has used CINDE, SymphonyAI Summit’s digital agent to provide 24/7 service desk experience to all its employees worldwide.
  • Consolidation: Ten ITSM tools have been consolidated to one. One global process for service management encompasses incident management, knowledge management, reporting and dashboards, and more.

How did the global firm overcome its many ITSM challenges? Read the case study here to get the full story and see the firm’s impressive results!

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