SolarWinds is adding new artificial intelligence and machine learning capabilities to its IT service management solutions and Service Desk, including a virtual agent designed to help users and IT professionals solve common IT problems.
According to the Austin, Texas-based provider of IT management tools, the new intelligent solutions and Service Desk AI virtual agent aims to help users solve IT issues on their own so IT professionals can focus on more complex issues.
Specifically, the Service Desk AI virtual agent can answer user questions and support troubleshooting, while continually learning based on interactions with users and adapting over time to provide helpful and relevant information. Meanwhile, guided incident response will help agents more effectively resolve complex issues.
Based on the company’s testing with customers, the new Service Desk AI features enabled IT teams to reduce ticket resolution time by 24% and save an average of 23 hours per week. Surveyed Service Desk customers reported a reduction in downtime of 21% on average and a 24% average increase in progress toward achieving service-level agreements, according to the company.
The new virtual agent adds to the company’s already easy-to-use Service Desk solution, which currently includes automated ticket-routing and AI-powered smart suggestions.
Bringing SolarWinds AI features to other departments
According to SolarWinds, organizations can customize SolarWinds Service Desk to provide efficient and intelligent ticket management systems and service request workflows for other business groups beyond the IT department, including human resources, legal, finance, sales marketing and others. Doing so can help those other departments deliver better service to colleagues.
SolarWinds later this year will launch a new enterprise service management solution designed to allow multiple departments within a single organization to have their own service portal, ticketing system and service catalog within one platform to allow for better cross-department workflows with keeping data segregated.
The new AI-powered ITSM upgrades come after SolarWinds released cloud-based and hybrid observability solutions and a new partner program in the past year. By investing in the AI-powered SolarWinds Platform, the company says it is blending observability and service management to consistently deliver simple and secure solutions for IT Ops, DevOps, SecOps, and CloudOps professionals.
The new virtual agent adds to the company’s already easy-to-use Service Desk solution, which currently includes automated ticket-routing and AI-powered smart suggestions.
In a statement, Cullen Childress, GVP of product management at SolarWinds, said IT management has become increasingly complex with the rapid pace of digital innovation and migration to the cloud in the last few years.
“Our ITSM solutions are a significant focus we’re investing in,” Childress said. “This includes Service Desk, which enables teams to focus more on important business priorities rather than mundane, time-consuming tasks. By leveraging advanced AI and powerful automation, SolarWinds makes users more productive, supports agents more efficiently, and helps ensure companies are more successful.”
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