SolarWinds, renowned for its industry-leading observability and IT management software, has unveiled a transformative innovation: SolarWinds® AI. This new AI engine, built on the company’s AI by Design framework, is designed to redefine IT operations and enhance the way tech professionals manage complex digital environments. With a focus on security, privacy, and reliability, SolarWinds AI is set to drive significant improvements in IT service management (ITSM) across industries. By leveraging this powerful tool, organizations can streamline workflows, enhance operational efficiency, and reduce downtime, making it a game-changer for modern IT teams.

The initial rollout of SolarWinds AI is within SolarWinds Service Desk, a comprehensive ITSM solution designed to improve IT outcomes and deliver better service. This AI feature empowers IT teams by automating workflows, summarizing complex ticket histories, and providing real-time recommendations for ticket resolution. By integrating large language models and proprietary algorithms, SolarWinds AI simplifies complex processes and allows for faster issue resolution, ultimately reducing downtime and improving the overall employee experience. This feature allows service desk agents to resolve tickets with greater speed and accuracy, providing a seamless experience for users and employees alike.

Beyond just ticketing, SolarWinds AI’s capabilities extend into its broader suite of IT management tools. The company plans to expand the AI feature into its observability solutions, offering support for DevOps, SecOps, and database teams. With its intuitive design, SolarWinds AI integrates effortlessly into existing workflows, providing tech teams with more efficient ways to monitor, manage, and optimize IT infrastructure. By incorporating predictive analytics, this AI solution will further enhance decision-making processes, helping businesses anticipate issues before they arise, rather than reacting to them in real time.

Krishna Sai, SVP of Engineering at SolarWinds, underscored the company’s unwavering commitment to privacy, security, and trust in its development of AI technologies. The AI by Design framework is built on four core principles: privacy and security, accountability and fairness, transparency and trust, and simplicity and accessibility. These guiding principles ensure that the AI engine operates safely and securely while maintaining transparency with users. SolarWinds employs strict measures such as role-based access control (RBAC), multi-factor authentication (MFA), privileged access management (PAM), and anonymization techniques to protect sensitive data. Notably, SolarWinds ensures that no sensitive data is passed through external LLMs, further safeguarding user privacy.

The company also emphasizes human oversight during AI training and testing to avoid bias, ensuring that the AI system remains accountable and fair in its operations. Feedback mechanisms are in place to continuously improve the AI system, allowing it to evolve in a way that meets the dynamic needs of IT professionals. Transparency is further reinforced through an explainability pipeline, which helps clarify AI-generated actions, fostering trust among users and providing insights into how decisions are made. Furthermore, the system is designed to be user-friendly, integrating seamlessly into existing workflows and offering simple interfaces that make AI accessible to all users, regardless of technical expertise.

SolarWinds continues to demonstrate its commitment to addressing the evolving needs of technology teams with its Secure by Design initiative. The company’s forward-thinking approach sets a new industry standard for developing and implementing AI technologies in IT operations. As the use of AI in IT management becomes increasingly essential, SolarWinds stands at the forefront of this shift, providing a reliable, secure, and efficient platform that empowers businesses to navigate the complexities of the digital age. By leveraging AI technology in a secure and responsible manner, SolarWinds is helping organizations take the next step in their digital transformation journey, ensuring that technology teams can thrive in an ever-changing landscape.

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