SolarWinds Service Desk: Enhancing IT Service Management with Generative AI
Managing IT services in today’s rapidly evolving landscape can be a daunting task, especially with the increasing number of users and services to support. Distributed enterprises, remote workforces, hybrid cloud environments, and budget constraints add to the complexity. To meet these challenges, IT service management (ITSM) teams are looking for solutions that offer seamless integrations with observability and security tools, providing a holistic view of their operations.
SolarWinds Service Desk is a comprehensive ITSM solution designed to boost service desk productivity, automate service delivery, improve ticket communications, and expedite ticket resolution. With features such as ticket management, asset tracking, automation, change control, an employee service portal, and a knowledge base, SolarWinds Service Desk leverages Artificial Intelligence (AI) to enhance user experiences and streamline service desk operations. From Smart Suggestions and Virtual Agents for end-users to Category Recommendations, Ticket Linking, and Sentiment Analysis for agents, AI is embedded throughout the platform to improve efficiency.
In response to customer feedback and the need to reduce time spent on repetitive tasks, SolarWinds is exploring the use of generative AI capabilities through Amazon Bedrock. This fully managed service offers a range of foundation models from leading companies, simplifying the development of AI applications while ensuring privacy and security. With Amazon Bedrock, SolarWinds can enhance its AI capabilities, such as generating ticket responses and summarizing resolution actions, to provide a better customer experience.
As part of its Secure by Design initiative, SolarWinds is committed to safeguarding user and customer data when using generative AI. Through the development of an LLM Gateway Service and integration with AWS security services, SolarWinds ensures that sensitive information is protected throughout the AI process. Customer content processed by Amazon Bedrock is encrypted and stored securely, aligning with SolarWinds’ Data Residency commitment.
Looking ahead, SolarWinds plans to further enhance its AI capabilities in 2024, focusing on generating suggested responses, case summarization, and knowledgebase article creation. By leveraging generative AI responsibly and securely, SolarWinds aims to help ITSM teams save time and improve incident resolution.
To learn more about SolarWinds Service Desk and its AI capabilities, you can explore the reports on AIOps and ITSM transformation or sign up for a Service Desk trial. As an AWS Partner Network member with DevOps competency, SolarWinds continues to provide simple, powerful, and secure IT management solutions for businesses. Visit the AWS Marketplace to discover more about SolarWinds and its offerings.
