SolarWinds Service Desk now includes an
AI-powered virtual agent to help users troubleshoot issues so IT
agents can focus on critical and complex tasks
SolarWinds (NYSE:SWI), a leading provider of simple, powerful,
secure observability and IT management software, announces it’s
adding transformative artificial intelligence (AI) and machine
learning (ML) capabilities to its IT service management (ITSM)
solutions. The new AI features include a virtual agent to help
users solve everyday IT problems and guided incident resolution to
empower agents with the information they need to effectively
resolve complex issues.
The new SolarWinds® Service Desk additions are designed to
reduce ticket volume by enabling users to remediate easier-to-solve
issues so IT practitioners can focus on the complex issues
requiring their expertise. The Service Desk AI virtual agent can
answer user questions and support troubleshooting. By constantly
learning based on interactions with users, the virtual agent adapts
over time to provide the most helpful and relevant information and
help solve issues based on each customer's specific needs.
The cloud-native SolarWinds Service Desk solution is highly
regarded in the industry for being easy to use and effective for
users and agents while providing quick time to value. Automated
ticket routing, AI-powered smart suggestions, and the new virtual
agent within Service Desk all help ensure agents can efficiently
deliver services across the organization. Customers can also
enhance and personalize 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 means the number of potential problems impacting
user experience has also increased substantially. Our ITSM
solutions are a significant focus we’re investing in. 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.”
SolarWinds solutions are rooted in the company’s deep connection
with tech professionals. The company engaged directly with
customers through THWACK®, its community of over 180,000 users, to
develop and test the new AI capabilities and ensure they make it
easier for IT pros to do their jobs. A recent survey of SolarWinds
customers found 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 have also reported
a reduction in downtime of 21% on average and a 24% average
increase in progress toward achieving service-level agreements
(SLAs).
Teams can customize SolarWinds Service Desk to provide an
efficient and intelligent ticket management system and service
request workflows for other business groups beyond the IT
department. This enables human resources, legal, finance, sales,
marketing, and other departments to become more responsive and
enhance their service delivery capabilities. Managing employee
requests through one system and automating workflows helps these
departments deliver better and faster services to colleagues. Later
this year, SolarWinds is planning to launch a new enterprise
service management (ESM) solution designed to allow multiple
departments within a single organization to have their own service
portal, ticket management system, and service catalog within one
platform to allow better cross-department workflows while ensuring
data from different departments is appropriately segregated.
The new AI-powered ITSM upgrades are the latest significant
solution enhancements from SolarWinds. 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 is blending observability and service
management to consistently deliver simple and secure solutions for
IT Ops, DevOps, SecOps, and CloudOps professionals.
Additional Resources:
- SolarWinds ITSM Solutions
- SolarWinds IT Service Desk
- SolarWinds IT Help Desk Software
Connect With SolarWinds
- THWACK
- Twitter®
- Facebook®
- LinkedIn®
#SWI #SWIproducts
About SolarWinds
SolarWinds (NYSE:SWI) is a leading provider of simple, powerful,
secure observability and IT management software built to enable
customers to accelerate their digital transformation. Our solutions
provide organizations worldwide—regardless of type, size, or
complexity—with a comprehensive and unified view of today’s modern,
distributed, and hybrid network environments. We continuously
engage with IT service and operations professionals, DevOps and
SecOps professionals, and database administrators (DBAs) to
understand the challenges they face in maintaining high-performing
and highly available hybrid IT infrastructures, applications, and
environments. The insights we gain from them, in places like our
THWACK community, allow us to address customers’ needs now and in
the future. Our focus on the user and our commitment to excellence
in end-to-end hybrid IT management have established SolarWinds as a
worldwide leader in solutions for observability, IT service
management, application performance, and database management. Learn
more today at www.solarwinds.com.
This press release contains “forward-looking” statements, which
are 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 on
information currently available to management. Forward-looking
statements include all statements that are not historical facts and
may be identified by terms such as “aim,” “anticipate,” “believe,”
“can,” “could,” “seek,” “should,” “feel,” “expect,” “will,”
“would,” “plan,” “intend,” “estimate,” “continue,” or similar
expressions and the negatives of those terms. Forward-looking
statements involve known and unknown risks, uncertainties and other
factors that may cause actual results, performance or achievements
to be materially different from any future results, performance or
achievements expressed or implied by the forward-looking
statements. Factors that could cause or contribute to such
differences include, but are not limited to, the risks and
uncertainties described more fully in documents filed with or
furnished to the Securities and Exchange Commission, including the
risk factors discussed in our Annual Report on Form 10-K for the
period ended December 31, 2022 filed on February 22, 2023 and our
Quarter Report on Form 10-Q for the period ended March 31, 2023
filed on May 4, 2023. All information provided in this release is
as of the date hereof and SolarWinds undertakes no duty 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. All other SolarWinds trademarks, service marks,
and logos may be common law marks or are registered or pending
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identification purposes only and are trademarks of (and may be
registered trademarks of) their respective companies.
© 2023 SolarWinds Worldwide, LLC. All rights reserved.
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SolarWinds Media Contacts: John Eddy Goldin Solutions
Phone: +1-646-660-8648 solarwinds@goldinsolutions.com
Nik Koutsoukos SolarWinds Phone: +1-512-682-9530
pr@SolarWinds.com
INVESTOR CONTACT: Tim Karaca SolarWinds
tim.karaca@solarwinds.com
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