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Since it began, SolarWinds has been relentlessly listening, improving, and empowering the IT community. As the digital environment continues to evolve, SolarWinds is committed to delivering solutions that help make the IT community more productive.
We heard from our customers across IT that they are facing increased constraints on budget, headcounts, and resource allocation. At the same time, many of these companies have not stopped growing, both in terms of annual revenue and number of employees. However, investments in IT teams have not matched this growth, and teams are being asked to manage these bigger companies with a similar number of resources than previous years, meaning IT teams now need a helping hand, including through automations, more self-service capabilities for employees, and AI capabilities that work alongside each agent as they work
Earlier this year, SolarWinds launched SolarWinds AI to transform IT operations and empower tech pros to manage the complexities of modern digital environments. The purpose-built genAI engine was developed using the company’s newly unveiled AI by Design framework to help ensure privacy, security, and reliability in developing advanced AI technologies.
SolarWinds AI was first introduced in SolarWinds Service Desk, the company’s world-class IT service management (ITSM) solution for improving IT outcomes, service delivery, and employee satisfaction. SolarWinds AI powers a transformative new genAI feature in Service Desk, designed to supercharge agent workflows and facilitate empowered, high-performing IT teams to resolve tickets in minutes rather than hours or days. This accelerated remediation process helps create a world-class experience for employees across the organization by minimizing downtime and outages.
Powered by large language models (LLMs) and proprietary algorithms, SolarWinds AI in Service Desk empowers IT teams:
- AI guided incident solutions for agents: SolarWinds AI takes the guesswork by generating recommended steps for the agent to follow. These steps help agents resolve or troubleshoot the issue based on the initial request and comments within the ticket. SolarWinds AI helps speed up decision making and align resolution procedures no matter which agent is working the ticket.
- Faster communications with AI generated responses: SolarWinds AI generates responses based on the context of the ticket and the needs of the end-user. Agents, if desired, only have to tweak the response before sending, giving them valuable time back in resolving more tickets.
- Enhance collaboration between agents and teams with incident summaries: SolarWinds AI generates a short summary of all comments and communication on the ticket with one click. Whether it’s a lengthy thread, an incident passed between team members, or escalated to another group – SolarWinds AI provides a summary of relevant and useful information to pick up the ticket and get back to resolving faster.
- Empower end-users to resolve their own issues: SolarWinds AI guides end-users to solutions faster, such as relevant knowledge articles and service catalog items quick self-service, reducing ticket submissions and keeping your IT teams focused.
SolarWinds Service Desk has already had a significant impact for its customers. A survey found that after implementing SolarWinds Service Desk, our respondents:
- Reported reducing the time it takes to resolve incident and service request tickets by an average of 23%, with some results as high as 45%
- Reported reducing the number of tickets submitted by an average of 21%, with some seeing a reduction of up to 42%, due to the AI features of Service Desk
- Reported saving an average of 23 hours per week
- Reported being able to handle 19% more tickets on average per agent
- Started seeing value on average 24 days after implementing
SolarWinds AI is quickly advancing, continuously adding more intelligence, automation, and optimization. The company has also rolled out AI capabilities in its Observability offerings, such as an anomaly-based alerts feature, aimed at reducing alert fatigue resulting from the noise of too many alerts.
Nomination Title: SolarWinds innovation in AI/ML