Riverbed, the chief in AIOps for observability, introduced the corporate’s first Agentic AI-powered answer, Riverbed Aternity Self-Service, empowering workers to provoke self-service requests that triage, diagnose, and resolve points autonomously. Aternity Self-Service optimizes IT help and dramatically reduces service desk prices, boosting worker and IT productiveness by delivering automated remediation, fewer tickets, quicker resolutions, and a zero-touch digital help expertise.
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In hybrid workplaces, IT service desks are beneath unprecedented stress. Rising ticket volumes, outdated IT service administration (ITSM) practices, and the complexity of unified communications (UC) instruments are driving up prices and slowing decision instances. Gartner initiatives that by 2029, organizations adopting clever ITSM automation may scale back service desk incidents and requests by 60% in comparison with 2025. Aternity Self-Service makes this actual, .
Aternity Self-Service: From Reactive to Autonomous IT Assist
In contrast to conventional self-service portals or chatbots, which supply restricted help and infrequently fail to resolve even fundamental points, leaving customers pissed off, Riverbed Aternity Self-Service applies Agentic AI to deal with end-to-end concern decision. As soon as an issue is detected, the AI agent executes triage, runs endpoint and community diagnostics, applies fixes, and validates decision with human oversight controls as wanted. If the difficulty persists, it mechanically generates a totally contextualized ticket for higher-level help, bypassing Stage 1 triage fully. For instance, if an worker experiences a crash with a unified communications (UC) utility resembling MS Groups or Zoom, the Aternity Self-Service agent runs diagnostics, identifies the service concern, restarts affected processes, and confirms the UC instrument is again on-line. Staff return to work in minutes quite than hours, and IT avoids time-consuming guide triage and escalations.
Riverbed’s newest 2025 analysis ‘The Way forward for IT Operations within the AI Period’ spanning 1,200 leaders and technical specialists from seven nations, revealed that whereas workers spend 42% of their work week utilizing UC instruments, 43% of organizations report efficiency points indicating that UC-related points stands out as the main supply of helpdesk tickets, every ticket taking up common 43 minutes to resolve. By addressing the challenges and decreasing the amount of help tickets, it’ll considerably assist organizations rework IT operations.
Key advantages of Aternity Self-Service embody:
- Autonomous Concern Decision: Routinely resolves widespread IT points, decreasing ticket quantity and decreasing imply time to decision (MTTR).
- Open Abilities Structure: Leverages modular AI expertise with endpoint telemetry and community analytics for deeper insights and exact fixes.
- Smarter Ticket Escalation: Creates actionable, context-rich tickets for unresolved points, saving time, and minimizing repeated escalations.
- Seamless Ecosystem Integration: Deploys rapidly into Microsoft Groups and different enterprise techniques, enabling workers to resolve points the place they work.
“Aternity Self-Service delivers on the promise of Agentic AI by taking the worker frustration out of help and turning it into an IT productiveness booster,” mentioned Richard Tworek, Chief Know-how Officer at Riverbed. “By leveraging Riverbed’s first new Agentic AI answer, workers can resolve widespread IT points with out ready for the standard ticket dealing with course of to finish. The self-service agent runs diagnostics, applies fixes, information the evaluation and the work completed in a ticket for record-keeping and auditing, and will get the worker again to work in minutes quite than hours. This reduces ticket quantity, speeds decision, and frees IT groups to give attention to higher-value initiatives that drive actual enterprise affect. With Riverbed, organizations can ship a better, smoother, and really seamless digital expertise for each worker.”
Riverbed’s method to Agentic AI ensures ruled autonomy, multi-agent collaboration, and human oversight, delivering measurable affect whereas sustaining belief and management. Firms achieve a scalable, future-ready IT setting the place workers spend much less time ready for help, whereas the IT groups can give attention to extra strategic initiatives.
Riverbed continues to set the tempo for innovation within the business, unveiling a sequence of strategic developments throughout the Riverbed Platform. Following final week’s launch of the Riverbed Knowledge Specific Service, the corporate launched Riverbed Aternity Self-Service with extra groundbreaking bulletins on the horizon. This fast cadence displays Riverbed’s robust dedication to delivering high-impact options for enterprise prospects worldwide.
Riverbed Aternity Self-Service is in restricted availability now. Prospects can request a demo to see how AI-powered, autonomous IT help can scale back ticket quantity, pace up concern decision, and rework the digital worker expertise.
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