SolarWinds announced that it is adding innovative artificial intelligence (AI) and machine learning (ML) capabilities to its IT service management (ITSM) solution.
New AI capabilities include virtual agents that help users solve everyday IT problems and guided incident resolution that gives agents the information they need to effectively solve complex problems .
New SolarWinds Service Desk additions are designed to help reduce ticket volume by empowering users to fix easy-to-solve issues, while allowing IT professionals to focus on complex issues requiring expertise. I’m here. Service Desk AI Virtual Agent answers user questions and helps with troubleshooting.
By constantly learning based on user interactions, the virtual agent adapts over time to provide the most helpful and relevant information to help resolve issues based on each customer’s specific needs.
The cloud-native SolarWinds Service Desk solution is recognized in the industry for being easy to use and effective for users and agents, while accelerating time to value. Automated ticket routing, AI-powered smart suggestions, and a new virtual agent in your service desk all help your agents effectively serve your entire organization. You can also enhance and personalize your service desk through integrations with over 200 popular cloud applications.
Cullen Childress, GVP of Product Management at SolarWinds, said: “This also means that the number of potential issues impacting the user experience has also increased significantly. Our ITSM solutions are a key focus of our investment. , includes a service desk that allows teams to focus more on important business priorities instead of time-consuming mundane tasks.SolarWinds leverages advanced AI and powerful automation to improve user productivity. , support agents more effectively, and help companies succeed more.”
SolarWinds solutions are rooted in deep connections between the company and technical experts. The company worked directly with customers through his THWACK, a community of over 180,000 users, to develop and test new AI features to make sure IT professionals’ jobs are easier.
A recent survey of SolarWinds customers found that new Service Desk AI capabilities helped IT teams reduce ticket resolution time by 24%, saving an average of 23 hours per week. Surveyed service desk customers reported an average 21% reduction in downtime and an average 24% increase in progress towards meeting service level agreements (SLAs).
Teams can customize SolarWinds Service Desk to provide an efficient and intelligent ticket management system and service request workflow to other business groups beyond IT. This improves the responsiveness of HR, legal, finance, sales, marketing, and other departments to improve service delivery.
By managing employee requests in one system and automating workflows, these departments can serve their colleagues better and faster. Later this year, SolarWinds will launch a new Enterprise Service Management (ESM) solution designed to enable multiple departments within a single organization to have their own service portal, ticket management system and service catalog within one platform to strengthen collaboration between departments. Make sure data from different departments is properly segregated while enhancing your workflow.
The new AI-powered ITSM upgrade is the latest major solution enhancement from SolarWinds. Last year, SolarWinds released a cloud-based hybrid observability solution and a new partner program. By investing in the AI-powered SolarWinds platform, the company blends observability and service management to consistently deliver simple and secure solutions for IT Operations, DevOps, SecOps and CloudOps professionals. .
