EMA recently spoke at length with the head of IT operations about the challenges of finding a single enterprise-wide ITSM and asset management platform solution to serve a diverse variety of businesses. The company is a privately held, world-class entertainment and leisure company with high brand recognition. It owns/operates many varied restaurants, hotels, and entertainment venues. Each entity or division has unique business challenges, opportunities, and contexts combining the freedom to operate independently with the benefits of scale that come from some centralized services.
IT is one of those centralized services. Brian is the head of IT operations, which includes responsibility for the service desk, ITSM, and all level 2 support. He spearheaded the process of consolidating requirements across the diverse business entities and translating them into a system that would serve and satisfy – possibly even delight – all shareholders. This paper follows the path and reasoning that led Brian and his team from a starting field of 13 vendors to selection of SymphonyAI. The implementation is still young, but early results are quantifiably strong.
Download From 13 Options to SymphonyAI: A Top Brand’s ITSM and ITAM Selection Journey Whitepaper