SolarWinds Helps Companies Streamline IT Service Management With AI and Automation-Powered Service Desk
TECHWORLD ·
✦ AI Summary
As digital transformation, cloud and SaaS adoption, and the spread of hybrid work environments continue, the scope and complexity of IT assets and services that companies must manage are growing.
SolarWinds said its SolarWinds Service Desk, equipped with a machine learning- and NLP-based AI engine and automation features, helps reduce repetitive ITSM work and integrate incident response and asset management.
SolarWinds Service Desk provides IT service and asset management, AI-based automation, ESM, and more than 200 major cloud application and API integrations, and it also introduced an adoption case from the nonprofit organization Big Brothers Big Sisters of America.
As digital transformation accelerates and adoption of cloud and SaaS expands, hybrid work environments are also spreading, steadily increasing the scope of IT assets and services that companies must manage. As a result, the complexity of IT management environments is also rising.
With these changes, demand is growing to reduce repetitive tasks in IT service management, while demand is also increasing for a unified system that integrates incident response and asset management. SolarWinds is helping companies improve IT operations efficiency with SolarWinds Service Desk, an integrated ITSM solution that combines AI and automation.
Recent challenges for IT teams include rising staff fatigue due to heavy workloads, limited visibility into assets and management status, and delays in issue resolution caused by inefficient processes. Related surveys show that 13% of all tickets generate 80% of productivity loss, and inefficient ticket handling structures are being cited as a burden on corporate operations.
SolarWinds said it provides a solution equipped with a machine learning- and NLP-based AI engine and automation features to address inefficiencies in ITSM operations. It explained that adopting its ITSM solution can shorten ticket resolution times with AI support. It also said that in major companies that have actively adopted AI, handling time per incident has been reduced by more than 54%.
SolarWinds said SolarWinds Service Desk provides IT service and asset management functions on a single platform. It said the items under management include incidents, requests, the configuration management database (CMDB), hardware assets, and software assets. It said the integrated management benefits include support for intersystem connectivity and improved management visibility.
SolarWinds also said it provides AI-based automation features. Examples of the functions include automatic ticket classification, incident resolution support, and a self-service portal. It said these features can automate repetitive work, reduce the burden on IT staff, and improve the efficiency of user support.
The scope of application for the service management framework can also be extended beyond IT departments to other organizations. By using ESM capabilities, service requests and work processes in various departments, including HR and facilities management, can be systematized.
It also supports integration with existing work environments. More than 200 major cloud applications and API integrations, including Active Directory, Jira, Slack, and Zoom, are available, allowing companies to connect with and use the various work systems they already have in place.
Integrated management and automation features are focused on easing the burden of simple, repetitive tasks in IT departments. Service requests and asset information can be managed together, allowing IT operations processes to be systematized from issue occurrence to resolution and post-analysis. These features support concentration on core tasks such as root cause analysis and service improvement.
The nonprofit organization Big Brothers Big Sisters of America adopted SolarWinds Service Desk to standardize IT services within its complex organizational structure. According to a publicly released SolarWinds case study, ticket resolution speed improved by 40% after adoption, and a system was also established to prevent recurrence of repetitive issues based on trend analysis.
Cho Won-gyu, CEO of Roltec, said that reducing the complexity of IT operations is necessary to improve corporate innovation and agility. Cho cited intuitiveness, fast deployment, and strong support for cloud and hybrid environments as key features of SolarWinds Service Desk, and said the solution helps companies create value quickly.
Source: TECHWORLD · Kim Gyeong-ju
Original: https://www.epnc.co.kr/news/articleView.html?idxno=407405
References
This article was produced with the help of an automated content generation algorithm.
Source: TECHWORLD
View originalThis article was summarized and organized by BizCrush based on the original article from TECHWORLD. For exact quotations and full details, please refer to the original article.