SolarWinds Debuts Responsible AI for its Observability and IT Management Product Suite

SolarWinds, a leading provider of simple, powerful, secure observability and IT management software, is debuting SolarWinds AI, a generative AI (GenAI) engine developed with the company’s new AI by Design framework. This engine will be used to enhance the efforts of IT teams in dealing with the complexities of modern digital environments, first being integrated with SolarWinds Service Desk, according to the company.

SolarWinds Service Desk—the IT service management (ITSM) solution for improving IT outcomes, service delivery, and employee satisfaction—will now offer a GenAI capability, powered by SolarWinds AI’s large language models (LLMs) and proprietary algorithms, that optimizes agent workflows. Offering instant summaries of complex ticket histories, response suggestions for inquiries, and real-time recommended next-steps for resolving issues, SolarWinds AI for Service Desk accelerates and improves IT efficiency while cultivating a better employee experience across the enterprise, according to the company.

SolarWinds AI will continue to integrate with other solutions available in the SolarWinds’ observability and IT management product suite.

Critical to the functionality of SolarWinds AI is AI by Design—a robust, stringent framework that helps create secure, productive, and enduring AI-driven solutions. This framework operates on four key principles that guide SolarWinds’ approach to AI development, which include privacy and security, accountability and fairness, transparency and trust, and simplicity and accessibility.

Adhering to the aforementioned tenets of responsible AI, SolarWinds AI:

  • Secures personal data collection, storage, use, and protection through security practices such as role-based access control (RBAC), multi-factor authentication (MFA), privileged access management (PAM), and anonymization techniques, as well as prevents sensitive customer data from passing through the external LLM
  • Proactively includes humans in training and testing of AI-based decision making, as well as records and addresses negative user experiences through feedback and validation processes
  • Offers a well-defined explainability pipeline to grant extensive visibility into AI logic and rationale
  • Operates on SolarWinds’ user-friendly product interfaces that do not disrupt existing workflows

“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.”

To learn more about SolarWinds AI, please visit