SolarWinds, a number one supplier of straightforward, highly effective and safe IT observability and administration software program, pronounces that it’s including transformative synthetic intelligence (AI) and machine studying (ML) capabilities to its IT service administration (ITSM) options. New AI options embrace a digital agent to assist customers clear up on a regular basis IT issues and guided incident decision to offer brokers the knowledge they should successfully clear up advanced issues.
The brand new additions to SolarWinds Service Desk are designed to scale back ticket quantity, permitting customers to repair points which can be simpler to resolve, so IT professionals can deal with the advanced points that require their experience. The Service Desk AI digital agent can reply person questions and help troubleshooting. Continuously studying from person interactions, the digital agent adapts over time to offer probably the most helpful and related data and assist clear up issues primarily based on every buyer’s particular wants.
SolarWinds’ cloud-native Service Desk resolution is extremely regarded within the trade for being straightforward to make use of and environment friendly for customers and brokers, whereas offering quick time to worth. Automated ticket routing, good AI-powered solutions, and the brand new Digital Agent in Service Desk assist guarantee brokers can effectively ship service throughout the group. Clients also can improve and customise Service Desk by way of integrations with over 200 common cloud functions.
“Digital transformation, software modernization and the transfer to the cloud have dramatically elevated the complexity of digital providers,” stated Cullen Childress, GVP of product administration at SolarWinds. “Which means that the variety of potential issues affecting the person expertise has elevated considerably. Our ITSM options are a big focus of our funding. This contains Service Desk, which permits groups to focus extra on necessary enterprise priorities than on mundane, time-consuming duties. By leveraging superior AI and highly effective automation, SolarWinds makes customers extra productive, helps brokers extra successfully, and helps guarantee enterprise success.”
SolarWinds options are rooted within the firm’s deep reference to expertise professionals. The corporate has engaged instantly with prospects by way of THWACK, its neighborhood of greater than 180,000 customers, to develop and take a look at new AI capabilities and guarantee they make it simpler for IT professionals to do their jobs. A current SolarWinds buyer survey discovered that new Service Desk AI options enabled IT groups to scale back ticket decision time by 24% and save a mean of 23 hours per week. Surveyed Service Desk prospects additionally reported a mean 21% discount in downtime and a 24% common enhance in progress towards reaching service stage agreements (SLAs).
Groups can customise SolarWinds Service Desk to offer an environment friendly and clever ticket administration system and repair request workflows for different enterprise teams past the IT division. This allows HR, authorized, finance, gross sales, advertising and marketing and different departments to develop into extra responsive and enhance their service supply capabilities. Managing worker requests by way of a single system and automating workflows helps these departments present higher and quicker service to colleagues. Later this yr, SolarWinds plans to launch a brand new Enterprise Service Administration (ESM) resolution designed to allow a number of departments inside a company to have their very own service portal, ticket administration system and repair catalog in a single platform to allow a number of departments. workflows whereas making certain that knowledge from totally different departments is correctly segregated.
The brand new AI-powered ITSM updates are the most recent vital enhancements to the answer from SolarWinds. Over the previous yr, SolarWinds has launched hybrid and cloud-based observability options and a brand new accomplice program. By investing within the AI-powered SolarWinds Platform, the corporate combines observability and repair administration to constantly ship easy and safe options for IT Ops, DevOps, SecOps and CloudOps professionals.