IT management software vendor SolarWinds has followed up last month’s announcement of an AI-powered virtual agent to help its Service Desk users troubleshoot issues with a refreshed brand.
Cullen Childress, a product management vice president at SolarWinds, said end customers are dealing with more user-experience and IT service management (ITSM) challenges.
“Digital transformation, application modernisation, and the move to the cloud have dramatically increased the complexity of digital services,” Childress said in the announcement.
The vendor is investing in its ITSM offerings to help fight these issues, including within Service Desk, with a view to enabling IT admin teams to focus less on mundane, time-consuming tasks.
“By leveraging AI and automation, SolarWinds [can help] make users more productive, support agents more efficiently, and help ensure companies are more successful,” Childress said.
According to SolarWinds, the new Service Desk AI virtual agent can answer user questions and support troubleshooting while learning from user interactions. A SolarWinds survey suggested it can reduce ticket resolution time by 24%, downtime by 21%, and help customers meet service level agreements faster.
The cloud-native SolarWinds Service Desk provides automated ticket routing and the like, incorporating relevant integrations with some 200 other cloud applications.
SolarWinds has a subscription-based business model to offer applications for observability, service management, and database performance management for full-stack visibility.
Sudhakar Ramakrishna, president and chief executive officer of SolarWinds, said the firm has rebranded to reflect its growth across ITops, devops, secops, and cloudops use cases.
“Application modernisation, cloud adoption, Agile software development and increased use of AI have resulted in increasingly complex hybrid and multi-cloud environments across industries,” he added.
SolarWinds’ new brand is meant to reflect its own remodelling to position itself as the best way for customers manage these complex environments,” Ramakrishna indicated, in this statement to investors.
A refreshed logo, colour palette, refreshed web properties and offerings are meant to communicate an increasingly unified SolarWinds offering, including the new SolarWinds Platform, according to the company.
