SolarWinds AI Launches to Transform ITSM

SolarWinds, a provider of powerful and secure observability and IT management software, has announced the launch of SolarWinds® AI to transform IT operations and help tech professionals manage modern digital environments. This generative AI engine, developed using the company’s new AI by Design framework, aims to ensure privacy, security, and reliability in AI technology.

SolarWinds AI is initially being introduced in SolarWinds Service Desk, an IT service management (ITSM) solution designed to improve IT outcomes, service delivery, and employee satisfaction. The AI feature enhances agent workflows, enabling IT teams to resolve tickets faster and minimize downtime and outages, thereby improving the overall employee experience.

Powered by large language models (LLMs) and proprietary algorithms, SolarWinds AI in Service Desk can summarize complex ticket histories, suggest agent responses, and recommend real-time steps for resolving issues. SolarWinds plans to expand SolarWinds AI across its suite of observability and IT management solutions, supporting DevOps, SecOps, and database teams.

Krishna Sai, SVP of Engineering at SolarWinds, emphasized the company’s focus on privacy, security, and trust in AI development. The AI by Design framework is based on four key principles:

– Privacy and Security: Ensures data safety with measures like role-based access control (RBAC), multi-factor authentication (MFA), privileged access management (PAM), and anonymization techniques, without passing sensitive data through external LLMs.

– Accountability and Fairness: Involves human oversight in AI training and testing to avoid biases, with feedback mechanisms for continuous improvement.

– Transparency and Trust: Features an explainability pipeline to clarify AI-generated actions, fostering trust and enabling continuous refinement.

– Simplicity and Accessibility: Integrates into existing user workflows with user-friendly interfaces.

SolarWinds continues to address the evolving needs and challenges of technology teams, building on the success of its Secure by Design initiative and setting a new standard with AI by Design for developing and implementing AI technologies.