Name: The Role of AI and Automation in Optimizing ITSM Processes for Efficiency
Start: 2022-08-09T19:00:00Z
End: 2022-08-09T19:00:31.000Z
Location: BrightTALK

Our Easy-to-Use Products Scale with You as You Grow to Meet the Ever-Changing Needs of IT. We Design Products To Empower Technology Professionals To Do Their Jobs More Effectively.

Join SolarWinds CISO Tim Brown and CTO Sai Krishna for the SolarWinds Day Closing Keynote, where they share how SolarWinds is evolving from Secure by Design to AI by Design—a bold next step in building trusted, intelligent, and future-ready IT operations. 

As organizations adopt AI-driven systems, embedding trust, transparency, and accountability into product development becomes essential. In this forward-looking discussion, Tim and Sai reveal how the AI by Design framework ensures responsible AI adoption while enhancing performance, reliability, and security. 

Discover how AI, automation, and observability converge to create smarter, more resilient operations. You’ll leave with a blueprint for applying these principles to build sustainable, ethical, and efficient IT systems.

SolarWinds Day Closing Keynote: AI by Design

A modern service desk goes far beyond basic ticketing, serving as the central engine for IT operations. This THWACKcamp session from SolarWinds Day reveals how to streamline and standardize ITSM workflows, transforming the service desk into a strategic asset that eliminates administrative headaches. SolarWinds Sr. PMM Lauren Okruch and THWACK MVP Jeremy Mayfield, Director of IT at National Sugar Marketing, explore how modern service desks go beyond ticketing to become the hub of IT operations.  

Session topics include: 

• Centralizing and standardizing ITSM workflows for improved efficiency 
• Efficiently routing alerts, invoices, and vendor communications through the service desk 
• Building user-friendly, auditable service catalogs to support compliance and transparency 

Go beyond just managing tickets—turn your service desk into the operational heart of your IT business.

Shift Happens: How to Make Your ITSM Incidentally Awesome

Incidents happen — chaos doesn’t have to.  

In this THWACKcamp session from SolarWinds Day, discover how combining incident and observability data can turn reactive firefighting into proactive, intelligent operations. 

Join Amiya Adwitiya, SolarWinds Sr. Director of Product Management, and Holger Mundt, THWACK® MVP and Technical Architect at Loop1, as they demonstrate how to build smarter on-call rotations, cut down alert fatigue, and accelerate response times using Squadcast best practices. We’ll discuss how to correlate incidents and observability signals to create streamlined, data-driven workflows that keep your operations calm, efficient, and aligned with your service level objectives (SLOs). 

You’ll learn how to: 

• Correlate incidents and observability metrics to build smarter operational workflows 
• Automate escalation paths for faster, more effective incident response 
• Use observability data for proactive SLO management and downtime prevention

Incident vs Observability Data: KO Your SLO

Join SolarWinds Tech Evangelist Kevin Kline and CEO and Founder, Soaring Eagle Data Solutions Jeff Garbus, as they guide you through practical approaches for identifying bottlenecks, optimizing queries, and improving overall database efficiency. 

You’ll see how to apply tools like Database Performance Analyzer® (DPA) and SQL Sentry® to pinpoint problem areas, implement fixes quickly, and streamline troubleshooting. With real-world examples, we’ll illustrate how structured strategies can reduce downtime, accelerate performance, and make database management far less stressful. This THWACKcamp session from SolarWinds Day explores actionable methods to improve reliability, speed up queries, and enhance overall database efficiency. 

This session covers: 

• Identifying slow queries and problematic code paths 
• Using DPA and SQL Sentry for faster optimization 
• Practical strategies to improve database reliability and performance

SELECT Answers FROM DBA WHERE Users = 'Frustrated';

Observability doesn’t have to be a mystery.  
Join SolarWinds Tech Evangelist Chrystal Taylor and THWACK® MVP Jez Marsh, Owner of Silver Back Systems, as they crack the code on turning noisy data into actionable insights. 

Part of the THWACKcamp lineup from SolarWinds Day, in this session you’ll learn how to analyze raw logs and metrics to uncover trends, catch issues early, and make smarter, faster decisions. Discover practical techniques for linking cloud and on-premises data, reducing false alerts, and automating repetitive tasks with tools like Custom Properties. 

You’ll also get an inside look at new SolarWinds platform upgrades—including Dark Theme and enhanced scalability—built to speed up monitoring and simplify your day-to-day operations.

Observabili-Mystery Solved: From Clues to Answers in 3, 2, 1…

Get a front-row seat to the future of IT operations — powered by AI, automation, and full-stack observability.

During the SolarWinds Day Keynote, on October 8, we unveiled our latest innovations in AI and automation for predictive insights and end-to-end visibility. Discover how these advancements empower IT teams to optimize performance, streamline ITSM, and simplify database management—all without disrupting existing systems.

Hear directly from SolarWinds leadership as they share our three-year vision, the strategic thinking behind our roadmap, and a major announcement shaping the next era of IT.

In this session, you’ll:
• Discover how SolarWinds AI predicts and prevents issues before they impact performance
• Learn how to modernize operations without overhauling your stack
• Hear from industry leaders on tackling real-world IT challenges with intelligence and agility

SolarWinds Day Keynote: The Future of IT Has Arrived

What if you could work towards giving your service teams hours back each week—without hiring more agents? In the final chapter of our Effortless ITSM series, we shift from strategy to execution, showing how you can translate ITSM best practices into real, measurable results inside SolarWinds Service Desk. 


This session goes beyond theory to give you concrete, in-product strategies that dramatically reduce time spent per ticket—without sacrificing quality or control. We'll walk through high-impact workflows, AI-powered automations, and smart configurations that cut down resolution time, eliminate repetitive tasks, and keep agents focused on what matters most. 


Join us to learn how to: 

Automate smarter – Use intelligent workflows and rules to triage and route tickets instantly. 

Eliminate redundant effort – Tap into AI, dynamic forms, and self-service to reduce back-and-forth. 

Surface what matters – Leverage asset and knowledge integration to accelerate decision-making and resolution. 

Design once, reuse often – Build modular automation and templates that scale across teams and request types. 

Track the impact – Use reporting to prove and improve your time savings and performance over time. 


Whether you're a current SolarWinds customer or just exploring new tools, this session will help you unlock the full potential of your ITSM platform—so your teams can save time, reduce stress, and deliver exceptional service with ease.

Effortless ITSM: Save HOURS Per Ticket with SolarWinds Service Desk

Modern observability teams are overwhelmed—too many alerts, not enough clarity, and growing pressure to respond faster than ever. Unified visibility is only the beginning. Once your metrics, logs, and traces are connected you face a new challenge, noise. A single database failure can trigger alerts across servers, networks, apps, and support channels, overwhelming teams and hiding the real issue. 

In this master class, you'll learn how to turn an alert storm into clear, actionable insights. You’ll learn how service mapping and systems thinking can help you understand how your systems connect, which alerts matter, and how to respond with confidence. We’ll also explore how Squadcast can support intelligent incident response so the right teams can focus on the right issues at the right time. 

You’ll walk away with:

• Practical ways to reduce alert noise by understanding service dependencies
• How to build a smarter escalation and triage plan
• Why true intelligent response requires more than just monitoring
 
If alert fatigue is slowing your team down, this master class is your roadmap to cutting through the chaos and taking back control.

Session 2: Go from "Uh-oh" to "All-Fixed" in the Age of Alert Fatigue

In the race to meet service level agreements (SLAs), every second counts. But meeting—or surpassing—your SLAs isn’t just about speed; it’s about efficiency, precision, and the right technology. In this webinar, SolarWinds will dive deeper into how you can leverage AI, automation, and modern UX to crush your SLAs and ensure exceptional service delivery every time.

In this session, we’ll cover:

• Why SLAs Matter: Understand the critical role SLAs play in maintaining high-quality IT service and the direct impact they have on your organization’s reputation and success.

• How SLAs Affect Resolution Times: Learn how SLAs influence response and resolution speeds and how optimizing them can drastically improve service efficiency and business outcomes.

• Solutions, Strategies, and Tools for Enhancing SLAs: Discover how automation, AI, knowledge management, asset management, and self-service portals can elevate your ability to meet SLAs faster and with greater accuracy.

• The Right Technology Is Key: Learn how SolarWinds’ solutions can empower your IT teams to meet SLAs effortlessly, combining the power of intelligent automation and a user-friendly experience.

This session is essential for IT leaders looking to level up their service delivery and create an efficient, responsive ITSM operation that consistently exceeds expectations.

Effortless ITSM: Crush your SLAs with AI, Automation, and UX

A problem is a problem even if you can’t see it

Does your IT team lose hours every week chasing down problems they can’t see? Are blind spots in your network, infrastructure, or cloud delaying your response times?

Introducing The Observability Masterclass—a new expert-led series designed to help IT professionals make sense of observability in today’s complex, hybrid environments.

In session one, you’ll learn: 
• What “visibility” means across network, infrastructure, and cloud environments
• Where visibility commonly breaks down—and why
• Real-world consequences of blind spots (e.g. performance hits, longer MTTR, silos) 

You’ll also see a practical demo and hear from our panel in a dynamic discussion aimed at helping you take control of your hybrid IT stack.

Hosted by SolarWinds Product Evangelist Chrystal Taylor, this series brings together SolarWinds experts and guest speakers to unpack core observability concepts, share real-world experiences, and show you how to turn insights into action across your hybrid IT environment.

The Fundamentals of Unified Visibility: Why It Matters Across Your Hybrid Stack

In this 45-minute session, Technical Evangelist, Database at SolarWinds, Kevin Kline, teaches critical techniques to transform database efficiency. Learn how to write SQL SELECT statements for maximum efficiency.

Optimizing Database Performance - Episode 2: SQL Best Practices

The Era of Operational Resilience is Here. Are You Ready?

Despite digital transformation, cost optimization, and tool consolidation, some organizations' IT systems still fall apart when something goes wrong. Why? Because hybrid IT ecosystems are evolving at an unprecedented pace. IT teams need a new approach to observability and service management.

Join us for our SolarWinds Day: The Era of Operational Resilience virtual event and be among the first to hear our exciting announcement—where we finally bring IT all together. By connecting people, processes, and technology, we enable learning and adaptation to build a more agile, future-ready IT ecosystem. 

You will... 
- Discover the latest innovations in our artificial intelligence-powered observability, database, and service management portfolios. 
- Get a first look at Squadcast, the newest addition to SolarWinds, designed to enhance operational resilience and transform incident response.  
- Engage in a round table discussion featuring Torsten Volk, principal analyst from Enterprise Strategy Group, that will explore the evolving IT landscape and the future of hybrid IT. 

Overcome complexity and take control of hybrid IT environments with a more innovative

SolarWinds Day: The Era of Operational Resilience

In this 45-minute session, Technical Evangelist, Database at SolarWinds, Kevin Kline, teaches critical techniques to transform database efficiency. Learn how strategic design drives database performance, scalability, and resilience.

What We'll Cover:
- Key Design Principles: The foundational elements for creating efficient tables and indexes.
- Transaction Workflows: Understanding how relational databases utilize memory, CPU, and I/O to handle workloads.
- Performance Pitfalls: Strategies to prevent locking, blocking, and deadlocking by making smarter design choices.

At the end of the session, Kevin will be available to answer your database design questions!

Prerequisites: Basic SQL skills

Presenter Bio: Kevin Kline is a database expert with 35 years of experience. Kevin is an 18-time Microsoft Data Platform MVP, dedicated to empowering database professionals through technology leadership and innovative solutions.
See less

Optimizing Database Performance - Episode 1: The Solid Foundations of Database Design

SolarWinds' own tech evangelist, Kevin Kline discusses how database performance is often difficult to ensure, but it's even harder when the database server is misconfigured. Unfortunately, most SQL Servers are misconfigured right out of the box. In this discussion you learn about which problematic default settings should always be set manually.

The Data Table - Misconfigured Database Servers

SolarWinds' own tech evangelist, Kevin Kline discusses how Database Administrators (DBA) are responsible for keeping database systems available, recoverable, and performing well. Database Engineers (DBE) are responsible for moving data between systems, transforming data for ingestion into other systems, and orchestrating the resulting complexities. In this session, we will explain the overlap and the differences between the two careers.

The Data Table - From DBA to DBE

SolarWinds' own tech evangelist, Kevin Kline discusses how automation is the most important skill for database professionals to scale up their work. And the most popular tool for automation of DBA work is PowerShell. In this webcast you will learn the basics of PowerShell with SQL Server & Azure SQL.

The Data Table - PowerShell Unveiling the Basics

SolarWinds' own tech evangelist, Kevin Kline, discusses a variety of techniques to save big money on your licensing costs for SQL Server on-premises and in the cloud, and much more!

The Data Table - Leap into Savings: Unleashing Database Cost Optimization

SolarWinds' own tech evangelist, Kevin Kline, discusses how any IT pro who has worked on-call shifts will tell you it is one of the least favorite parts of the job. Kevin discusses what steps we can take to reduce late-night interruptions and improve work-life balance, with a variety of solutions and partial solutions, such as smarter alerting, change control management, and anomaly detection.

The Data Table - Pull the Plug on Pager Duty Regain Your Nights and Weekends

Modern service desks go beyond service management.  

Providing streamlined service delivery means proactively establishing solutions and empowering users to solve their own problems through self-service and process automation.

Integrating self-service technology and service management software with automated processes takes your service desk to the next level! The evolution from self-help to self-healing is growing in popularity, but are you ready to streamline your service? 

Find out more in this discussion hosted by EasyVista’s Jon Ryman! We'll discuss:  
-  Process automation techniques  
-  The role of self-service technology 
-  Self-healing’s role in process automation for shift-left initiatives

How to Automate IT Processes for a Streamlined Service Desk

With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM+ by embracing cognitive AI, Robotic Process Automation and Conversational Experience, which promise to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction.
 
In this talk, we will start by drawing the Service Desk Journey, from Help Desk to Today's Segregated Service Desk, highlighting business and operational challenges affecting Employees, Customers and Service Desk Service Agents. We will then introduce the new paradigm shift of ITSM+, and present in great details the a novel five-layer reference architecture. We will walk the audience through each of the comprising layers and conclude with how to get started in this disruptive digital transformation.

How to Implement an AI Service Desk for Enterprise IT

Service management frameworks all tell us of the importance of service value. But how do we measure that value? And how do we use those measurements to manage our services? In this presentation, we look at service value in the context of service systems. A typology of service values is described. We recommend metrics for measuring each type of service value. Finally, we look at who uses those measurements and how they contribute to managing services.

Measuring Service Value

Among the many factors that continue to drive change in today’s ever-evolving business landscape, two stand out: digital transformation and COVID-19. With COVID-19, IT organizations and service management teams are shifting priorities. The challenges with supporting remote workforces suddenly changed, resulting in new mandatory requirements for an agile, flexible, yet resilient approach to delivering better employee experiences while trying to maintain business growth.
 
Digital interactions are the new norm, where large populations of remote workers require support services by IT services. The best modern support experiences leverage AI and hyperautomation to give employees a personalized and frictionless experience across all channels. Scaling service experience with self-help AI-driven resolutions and end-to-end automation to augment business tasks, actions, and workflows are the key to accelerating business transformation.

Why Digital Transformation Matters for Improved Employee Experience

“We need to be, and remain, fluid in the way we approach change beyond digital transformation!”

So many understand and experience innovation differently. Creating something new often means living on the outside edge. However, it’s often when you’re on the ‘IN’side that your curiosity and detective work opens up depths to new paths you didn’t know existed. Mostly, we only skim the surface of innovation’s potential. Do you want to ‘dunk’ under the surface or submerse yourself?

Let’s briefly explore the thinking, context and abilities that develop from being IN on Innovation and the maturing relationships between frameworks and their impact on humanising IT.

Being IN on Innovation - An art, a science, a mindset!

Accelerating delivery cycles through DevOps tools and practices is the topic of our time. In fact, according to the “Accelerate State of DevOps 2021” report by DORA, the percentage of organizations reporting “Elite” DevOps performance has grown by more than 370% from 2018 to 2021.

How can you measure and improve DevOps in your organization? The well-known DORA metrics are certainly a good first step, but for the “big leap” you need more than that….

Combining DORA metrics with analytics and AI/ML can help you release better quality software more frequently and enable reliable customer experiences. Join us for this webinar featuring Matthias Zieger, Technical Director at 
Digital.ai, and learn more about:

-Introduction to DORA metrics and what they do (and don’t) tell you
-Using analytics to understand not just “what” is occurring but why
-How AI/ML models can help you identify and eliminate the root cause of DevOps risk factors
-Automating Change and Release governance with metrics and AI/ML
-Digital.ai customer case studies

Improve DevOps effectiveness with DORA metrics + AI

Globe Telecom has been a leader in enterprise digital transformation since 2014, realizing clear benefits in the area of adaptive infrastructure to drive business agility at scale.  This webinar will talk how Globe and Cascadeo works with its customers to achieve similar success, and how AI-Assisted operations leads to reduced human operational workload, downtime, tooling, and expense. This is achieved through our AIOps solution, cascadeo.io , an IT service intelligence platform, with data analytics at its core, covering all major public cloud platforms.

Accelerating Service Management Automation via Next Gen AI-Assisted Operations

ITSM solutions to capture the full benefits of today’s hybrid working models and geographically distributed teams.

Organizations are shaping — and being shaped by — today’s shift to remote working, and hybrid work models that combine remote and onsite work are rapidly becoming the dominant ones the world over. Rapidly evolving online collaborative platforms bring geographically-distributed teams together, anytime, anywhere. Remote working creates significant new challenges for organizations that now need to protect cloud-based data, users, applications, and infrastructure on modern collaborative working platforms.

In this seminar, a panel of experienced professionals demonstrates how to combine ITSM with ESM (Enterprise Service Management) and SIAM (Service Integration & Management) capabilities to ensure the continuous delivery of the mission-critical managed services to securely connect users, applications, and data the world over.

• Deliver reliable, high-availability network and security solutions to embrace the Zero Trust Network Access (ZTNA) and Secure Access Service Edge (SASE) frameworks to converge networking and security into the cloud, and serve the needs of global customers
• Manage Accelerated, Flexible DevOps Pipelines with Modern Enterprise IT Service Management automation 
• Collaborate through SIAM across regions 
• Complete integration of external suppliers and service providers
• Orchestrate Multi-Provider Management with Advanced Service Integration & Management (SIAM) to support dynamic sourcing model
• Leverage ITSM to provide the automation, cloud-scale, and intrinsic security needed to connect

THE COMPLETE SERVICE MANAGEMENT PLATFORM at the convergence of ITSM and DevOps

Driving Innovation & Automation in ITSM

Resolving incidents and problems in an IT service management (ITSM) solution is a constant process. Devices break, users require assistance to resolve issues, and systems fail spontaneously. To reduce mean time to resolution (MTTR), automation and artificial intelligence (AI) in ITSM solutions have come a long way. 

From sentiment analysis and case deflection to the automation of workflows and ticket routing, ITSM solutions are now smart enough to quickly deflect and resolve many routine incidents. This not only reduces the firefighting in ITSM but helps deliver improved end-user/customer satisfaction within an organization. In the end, IT and service agents look like heroes and easily meet their service-level agreements (SLAs) by reducing MTTR.

In this webcast, you’ll hear from Director of Product Marketing Seyi Verma and Senior Sales Engineer Sean Sebring on how AI and automation can do the following:

• Help deflect incidents and reduce help desk tickets
• Aid and optimize ITSM processes for efficient operations
• Provide faster incident and problem resolution
• Deliver higher end-user/customer satisfaction

The Role of AI and Automation in Optimizing ITSM Processes for Efficiency

MTTR

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IT Service Desk

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The Role of AI and Automation in Optimizing ITSM Processes for Efficiency

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About this talk

SolarWinds