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Riverbed Adds Runbooks and Sentiment Analysis to Aternity Intelligent Service Desk

Riverbed announced advanced AI-driven automated remediation with the addition of customizable runbooks (Riverbed automation) and integrated sentiment analysis to Aternity’s Intelligent Service Desk.

The customizable runbooks in Aternity enable more sophisticated remediations — replicating advanced investigations by correlating end-user impact and real-time granular performance data to identify incident root cause in order to tackle IT’s most challenging issues. The new Intelligent Service Desk capabilities also enable IT to understand end-user satisfaction through the integration of sentiment analysis across remediation workflows, from issue detection to resolution.

Aternity’s Intelligent Service Desk dynamically models expert decision-making and logic-driven remediation by leveraging customizable runbooks. Unlike other DEX offerings that utilize numerous remediation scripts for narrow use cases, Aternity’s Intelligent Service Desk enables broader AI-driven automation capacity, eliminating the need for human intervention. For unresolved issues, an IT service management (ITSM) ticket is routed to the right level with the necessary context for swift resolution. Now, Aternity’s flexible automation logic streamlines and correlates user feedback via Sentiment Surveys, enabling optimal engagement levels to resolve simple and complex issues efficiently.

Key features and benefits of Riverbed Aternity’s Intelligent Service Desk integration include:

- AI-Driven Correlation and Anomaly Detection of device and application issues

- Intelligent automation across remediation workflows, resulting in incident prevention

- Out-of-the-box and customizable runbooks, automatically triggered by Service Desk Alerts

- Interactive user feedback via Sentiment Surveys to prioritize and optimally resolve issues

- Seamless integration with ITSM tools such as ServiceNow for targeted, intelligent ticketing

“Today’s announcement builds on Riverbed’s years of experience in AI and automation. Riverbed Aternity’s expansion of its Intelligent Service Desk capabilities marks a significant milestone to empower organizations with more sophisticated remediations and sentiment to augment human decision-making,” said Richard Tworek, CTO, at Riverbed. “By offloading repetitive and lower-value tasks to AI-driven algorithms and intelligent automation, we’re enabling Digital Workplace teams to not only build a more proactive approach to remediation but also free up more time for human ingenuity.”

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Riverbed Adds Runbooks and Sentiment Analysis to Aternity Intelligent Service Desk

Riverbed announced advanced AI-driven automated remediation with the addition of customizable runbooks (Riverbed automation) and integrated sentiment analysis to Aternity’s Intelligent Service Desk.

The customizable runbooks in Aternity enable more sophisticated remediations — replicating advanced investigations by correlating end-user impact and real-time granular performance data to identify incident root cause in order to tackle IT’s most challenging issues. The new Intelligent Service Desk capabilities also enable IT to understand end-user satisfaction through the integration of sentiment analysis across remediation workflows, from issue detection to resolution.

Aternity’s Intelligent Service Desk dynamically models expert decision-making and logic-driven remediation by leveraging customizable runbooks. Unlike other DEX offerings that utilize numerous remediation scripts for narrow use cases, Aternity’s Intelligent Service Desk enables broader AI-driven automation capacity, eliminating the need for human intervention. For unresolved issues, an IT service management (ITSM) ticket is routed to the right level with the necessary context for swift resolution. Now, Aternity’s flexible automation logic streamlines and correlates user feedback via Sentiment Surveys, enabling optimal engagement levels to resolve simple and complex issues efficiently.

Key features and benefits of Riverbed Aternity’s Intelligent Service Desk integration include:

- AI-Driven Correlation and Anomaly Detection of device and application issues

- Intelligent automation across remediation workflows, resulting in incident prevention

- Out-of-the-box and customizable runbooks, automatically triggered by Service Desk Alerts

- Interactive user feedback via Sentiment Surveys to prioritize and optimally resolve issues

- Seamless integration with ITSM tools such as ServiceNow for targeted, intelligent ticketing

“Today’s announcement builds on Riverbed’s years of experience in AI and automation. Riverbed Aternity’s expansion of its Intelligent Service Desk capabilities marks a significant milestone to empower organizations with more sophisticated remediations and sentiment to augment human decision-making,” said Richard Tworek, CTO, at Riverbed. “By offloading repetitive and lower-value tasks to AI-driven algorithms and intelligent automation, we’re enabling Digital Workplace teams to not only build a more proactive approach to remediation but also free up more time for human ingenuity.”

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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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