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SolarWinds Adds AI Features to ITSM Solutions

SolarWinds is adding 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.”

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.

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.

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SolarWinds Adds AI Features to ITSM Solutions

SolarWinds is adding 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.”

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.

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.

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AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...