SolarWinds Service Desk now includes an AI-powered virtual agent that helps troubleshoot user issues, freeing IT agents to focus on important and complex tasks.
Austin, Texas, May 16, 2023–(BUSINESS WIRE)–SolarWinds (NYSE:SWI), a leading provider of simple, powerful, and secure observability and IT management software, has launched innovative artificial intelligence (AI) and machine learning (ML) capabilities. announced that it will be added to its IT services. management (ITSM) solution. New AI capabilities include a virtual agent that helps users solve her everyday IT problems, and guided incident resolution that gives agents the information they need to effectively solve complex problems. will be
new solar winds® The addition of Service Desk is designed to reduce ticket volume by enabling users to remediate easy-to-solve issues, while allowing IT professionals to focus on complex issues requiring expertise. 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.
“Digital transformation, application modernization, and the move to the cloud have dramatically increased the complexity of digital services,” said Cullen Childress, GVP of Product Management at SolarWinds. “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. It includes a service desk that allows teams to focus more on important business priorities rather than on mundane time issues.” SolarWinds leverages advanced AI and powerful automation to help users stay productive. improve productivity, support agents more effectively, and ensure greater corporate success. “
SolarWinds solutions are rooted in deep connections between the company and technical experts.The company engaged directly with customers through THWACK®, a community of over 180,000 users to develop and test new AI features to make the jobs of IT professionals 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 her one system and automating workflows, these departments will be able to 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. .
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About SolarWinds
SolarWinds (NYSE:SWI) is a leading provider of simple, powerful, and secure observability and IT management software built to help customers accelerate their digital transformation. Our solutions provide organizations around the world, regardless of type, size or complexity, with a comprehensive and unified view of today’s modern distributed hybrid network environments. We work continuously with IT service and operations professionals, DevOps and SecOps professionals, and database administrators (DBAs) in maintaining high-performing, highly available hybrid IT infrastructures, applications, and environments. I understand the challenges you face. The insights we gain from them in places such as the THWACK community will enable us to meet the needs of our current and future customers. With a focus on the user and a commitment to excellence in end-to-end hybrid IT management, SolarWinds has established itself as a global leader in observability, IT service management, application performance and database management solutions. For more information, please visit www.solarwinds.com.
This press release contains “forward-looking” statements subject to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995, including statements regarding future features and functionality. These forward-looking statements are based on management’s beliefs and assumptions and information currently available to management. Forward-looking statements include statements such as “seeks,” “anticipates,” “believes,” “could,” “could,” “wants,” “should,” and “feels,” rather than statements of historical fact. Includes all statements that may be identified by terms such as , “expect”, “will”, “will”, “plan”, “intend”, “estimate”, “continue” and similar expressions and their negation. Forward-looking statements involve known and unknown risks, uncertainties and may cause actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by forward-looking statements. There are other factors that may be contributing factors. Factors that may cause or contribute to such differences include, but are not limited to, the risks and uncertainties detailed in documents filed or provided to the Securities and Exchange Commission. yeah. It also includes the risk factors described in our Annual Report on Form 10. K for the period ended December 31, 2022 will be filed on February 22, 2023 and quarterly report on Form 10-Q for the period ended March 31, 2023 will be filed on May 4, 2023 Submitted. All information provided for this release is current as of the date. Further, SolarWinds undertakes no obligation to update this information, except as required by law.
The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. there is. All other SolarWinds trademarks, service marks and logos may be common law trademarks, registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks (or may be registered trademarks) of their respective companies.
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