AI in ITSM

“We’re at an inflection point in IT service management. AI adoption is no longer the hard part – the hard part is building the organizational discipline to make AI deliver. The teams that get this right aren’t just running a faster service desk; they’re running a fundamentally different operation. At SolarWinds, our job is to make that transition as straightforward as possible –  giving customers the platform, the data foundation and the governance they need to move from AI activity to real AI payoff.”
-Brad McGinity, GM of ITSM, SolarWinds

“AI is not a set-it-and-forget-it capability. It needs ownership, current knowledge, reliable data, and human judgment in the places where it matters most. Service desks that plan for that work are in a better position to get lasting value from AI.”
—Jasmine Park, Staff PMM, ITSM, SolarWinds

If your team already runs both a service desk and a monitoring stack, the problem usually isn’t a lack of visibility. It’s that the visibility you have doesn’t talk to the system that acts on it. …

You must completely understand and apply your current and eventual needs as a business, as well as the current and anticipated needs of your customers, to ITSM tool evaluation and…