The Times Australia
News From Asia

.

SolarWinds Adds Transformative AI Features to IT Service Management Solutions

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

SINGAPORE - Media OutReach - 18 May 2023 - SolarWinds (NYSE:SWI), a leading provider of simple, powerful, and 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.


Hashtag: #SWI #SWIproducts



The issuer is solely responsible for the content of this announcement.

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 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 .

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 registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks of) their respective companies.

© 2023 SolarWinds Worldwide, LLC. All rights reserved.

Additional Resources:

  1. Software

Times Magazine

Headless CMS in Digital Twins and 3D Product Experiences

Image by freepik As the metaverse becomes more advanced and accessible, it's clear that multiple sectors will use digital twins and 3D product experiences to visualize, connect, and streamline efforts better. A digital twin is a virtual replica of ...

The Decline of Hyper-Casual: How Mid-Core Mobile Games Took Over in 2025

In recent years, the mobile gaming landscape has undergone a significant transformation, with mid-core mobile games emerging as the dominant force in app stores by 2025. This shift is underpinned by changing user habits and evolving monetization tr...

Understanding ITIL 4 and PRINCE2 Project Management Synergy

Key Highlights ITIL 4 focuses on IT service management, emphasising continual improvement and value creation through modern digital transformation approaches. PRINCE2 project management supports systematic planning and execution of projects wit...

What AI Adoption Means for the Future of Workplace Risk Management

Image by freepik As industrial operations become more complex and fast-paced, the risks faced by workers and employers alike continue to grow. Traditional safety models—reliant on manual oversight, reactive investigations, and standardised checklist...

From Beach Bops to Alpine Anthems: Your Sonos Survival Guide for a Long Weekend Escape

Alright, fellow adventurers and relaxation enthusiasts! So, you've packed your bags, charged your devices, and mentally prepared for that glorious King's Birthday long weekend. But hold on, are you really ready? Because a true long weekend warrior kn...

Effective Commercial Pest Control Solutions for a Safer Workplace

Keeping a workplace clean, safe, and free from pests is essential for maintaining productivity, protecting employee health, and upholding a company's reputation. Pests pose health risks, can cause structural damage, and can lead to serious legal an...

The Times Features

Tricia Paoluccio designer to the stars

The Case for Nuturing Creativity in the Classroom, and in our Lives I am an actress and an artist who has had the privilege of sharing my work across many countries, touring my ...

Duke of Dural to Get Rooftop Bar as New Owners Invest in Venue Upgrade

The Duke of Dural, in Sydney’s north-west, is set for a major uplift under new ownership, following its acquisition by hospitality group Good Beer Company this week. Led by resp...

Prefab’s Second Life: Why Australia’s Backyard Boom Needs a Circular Makeover

The humble granny flat is being reimagined not just as a fix for housing shortages, but as a cornerstone of circular, factory-built architecture. But are our systems ready to s...

Melbourne’s Burglary Boom: Break-Ins Surge Nearly 25%

Victorian homeowners are being warned to act now, as rising break-ins and falling arrest rates paint a worrying picture for suburban safety. Melbourne residents are facing an ...

Exploring the Curriculum at a Modern Junior School in Melbourne

Key Highlights The curriculum at junior schools emphasises whole-person development, catering to children’s physical, emotional, and intellectual needs. It ensures early year...

Distressed by all the bad news? Here’s how to stay informed but still look after yourself

If you’re feeling like the news is particularly bad at the moment, you’re not alone. But many of us can’t look away – and don’t want to. Engaging with news can help us make ...