I learned Arena in ISYE 320, It was my first time to learn a simulation software, and I found it is interesting to learn it. However, in that project, we use Arena to solve a real queueing problem my group found that it was hard to record the data, and it was hard to create a model that highly like the real situation. I am wondering how companies to use Arena to solve their problems.
I believe companies use very advanced monitoring techniques to make sure they acquire accurate data. Arena also provides more complex tools that are not discussed in ISyE 320 so that might part of your question. I also think that Arena might not be the best simulation software in the market for modeling queue systems, companies might use others.