Solarwinds, the secure observability and IT management software provider, has launched SolarWinds AI to transform IT operations and empower tech professionals to manage the complexities of the modern digital environment. The purpose-built genAI engine has been built using the company’s AI-by-design framework.
This helps ensure security, privacy, and reliability in developing advanced AI technologies. SolarWinds Service Desk will be the first to use SolarWinds AI. The service desk is an IT service management solution for improving IT outcomes, employee satisfaction, and service delivery.
“In creating SolarWinds AI, we leveraged our long history of engaging with the IT community to build an AI system that could act as a valued partner to IT pros in their everyday lives and reimagine the productivity, efficiency, and innovation they’re capable of,” said Krishna Sai, SVP of Engineering at SolarWinds. “We believe that our new AI by Design framework sets a model for how the broader industry should approach AI, built on our belief that privacy, security, and trust must be inherent to any AI system.
The AI platform powers a new genAI feature in the Service Desk, designed to supercharge agent workflows and facilitate empowered, high-performing IT teams to resolve tickets in minutes rather than hours or days. This accelerated remediation process helps create a world-class experience for employees across the organisation by minimising downtime and outages.
SolarWinds AI is powered by LLMs that instantly summarise complex ticket histories in the service desk, provide suggested agent responses to inquiries, and generate real-time recommended steps for resolving issues. The company also plans to introduce SolarWinds AI throughout its observability and IT management solutions suite, adding a new digital partner for DevOps, SecOps, database teams, and beyond.
AI by Design is a rigorous framework for creating secure, productive, and enduring AI-driven solutions, guided by four key principles:
- Privacy and security: To help ensure unparalleled data safety, SolarWinds AI is designed to secure personal data collection, storage, use, and protection through robust measures, like role-based access control (RBAC), multi-factor authentication (MFA), privileged access management (PAM), and anonymisation techniques. Sensitive customer data does not pass through external large language models (LLMs), and SolarWinds AI improves based on usage patterns and organizational needs without compromising data privacy.
- Simplicity and accessibility: SolarWinds AI is built into the company’s user-friendly product interfaces to help ensure the continuation of regular workflows and existing user procedures, behaviours, and practices.
- Accountability and fairness: SolarWinds AI proactively includes humans in training and testing to oversee AI-guided decision-making processes to avoid biases. It captures and addresses negative user experiences through robust feedback and validation mechanisms, ensuring that human judgment plays a crucial role throughout the AI lifecycle.
- Transparency and trust: To provide confidence in the outcomes of AI-driven processes, SolarWinds AI features a well-defined explainability pipeline to demonstrate the rationale behind AI-generated actions. This enables continuous refinement based on the customers’ evolving needs and helps demystify the process for AI decisions and outputs.
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