Sunday, October 26, 2025
Riverbed, a global leader in AIOps for observability, has unveiled its first Agentic AI-powered solution, Riverbed Aternity Self-Service, designed to empower employees to resolve IT issues autonomously. The new platform enables staff to initiate self-service requests that triage, diagnose, and fix problems without relying on traditional IT support. By automating routine remediation, Aternity Self-Service reduces service desk costs, accelerates issue resolution, and enhances productivity for both employees and IT teams.
In today’s hybrid work environment, IT service desks face mounting pressure due to rising ticket volumes, outdated IT service management (ITSM) practices, and the increasing complexity of unified communications (UC) tools. Gartner predicts that by 2029, organizations adopting intelligent ITSM automation could lower service desk incidents by up to 60% compared to 2025. With Aternity Self-Service, Riverbed is making this future a reality today.
Unlike conventional self-service portals or basic chatbots, which often leave users frustrated, Aternity Self-Service leverages Agentic AI to deliver end-to-end issue resolution. Once a problem is detected, the AI agent performs triage, runs endpoint and network diagnostics, applies fixes, and confirms resolution under human oversight when necessary. If the issue persists, the platform automatically generates a fully contextualized ticket for higher-level support, bypassing Level 1 triage entirely. For example, if a user encounters a crash in UC applications like MS Teams or Zoom, Aternity Self-Service identifies the problem, restarts affected processes, and verifies the application is functioning—getting employees back to work in minutes instead of hours.
Richard Tworek, CTO of Riverbed, stated, “Aternity Self-Service delivers on the promise of Agentic AI by taking the employee frustration out of support and turning it into an IT productivity booster. By leveraging Riverbed’s first new Agentic AI solution, employees can resolve common IT issues without waiting for the traditional ticket handling process to complete. This reduces ticket volume, speeds resolution, and frees IT teams to focus on higher-value projects that drive real business impact.”
Autonomous Issue Resolution: Reduces ticket volume and mean time to resolution (MTTR).
Open Skills Architecture: Uses modular AI skills combined with endpoint telemetry and network analytics for precise issue fixes.
Smarter Ticket Escalation: Generates context-rich tickets for unresolved problems, saving time and preventing repeated escalations.
Seamless Ecosystem Integration: Deploys easily in Microsoft Teams and other enterprise tools, enabling employees to solve issues directly where they work.
Riverbed’s Agentic AI approach balances autonomy, human oversight, and multi-agent collaboration, creating a scalable, future-ready IT environment. By streamlining IT support and enhancing the digital employee experience, Aternity Self-Service allows IT teams to focus on strategic initiatives rather than routine ticket handling.
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