EMA recently spoke with the VP Digital Enterprise-as-a-Service at a multibillion dollar global leader in its field. As our conversation illustrated, this company is also an innovator in the radical transformation that an enterprise can make when it activates the right combination of vision, leadership backing, technology, process, and sheer will to succeed. The occasion of our meeting was the company’s selection of the SymphonyAI Summit Suite as its platform for global service/asset management and IT operations. The substance of our conversation was an inside look at a bold one-year journey to one single, global process for service management.