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NEW SOLARWINDS REPORT: GEN AI SIGNIFICANTLY DROPS INCIDENT RESPONSE TIME FOR ITSM TEAMS

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SolarWinds, a leading provider of simple, powerful, secure observability and IT management software, has released its 2025 ITSM Report, which outlines a clear delineation between Information Technology System Management systems that leverage generative AI (GenAI) in their operations and those that do not. The report analyzed more than 2,000 ITSM systems and more than 60,000 aggregated and anonymized customer data points.

Over the past year, IT teams have moved from experimenting with automation to actively integrating generative AI into their workflows—reshaping how they diagnose issues, resolve incidents, and deliver service. What began as an efficiency play is now transforming team structures and redefining the ITSM experience itself. As GenAI becomes embedded in daily operations, organizations are uncovering new performance gains and insights that signal a broader shift in how IT service management is evolving.

The GenAI Effect: Faster Resolutions, Smarter Service

The data shows that organizations using GenAI in ITSM significantly reduce incident resolution times. SolarWinds analysts examined key AI-driven capabilities—such as automated ticket responses, knowledge article recommendations, and incident summaries—and compared resolution times before and after enabling GenAI. The results revealed:

  • The average resolution time before GenAI: 27.42 hours
  • The after GenAI enablement: 22.55 hours
  • The average time saved per incident: 4.87 hours
  • The relative reduction: 17.8 percent

The report also reviewed the resolution times of organizations that have yet to implement GenAI into their ITSM functions. The data showed a much wider gap between GenAI enablement/non-enablement than the group mentioned above:

  • The average incident resolution time (non-GenAI customers): 32.46 hours
  • The average for GenAI customers post enablement: 22.55 hours
  • The time difference: 9.91 hours per incident
  • The relative improvement: 30.5 percent

GenAI adopters represent more mature, innovation-driven ITSM operations. This consists of teams already embracing self-service, knowledge management, and automation. Their adoption signals a culture ready to drive broader organizational innovation and transformation.

Reclaiming Time and Producing ROI

When IT teams significantly reduce time spent on manual tasks, they reclaim valuable hours that can be redirected toward strategic initiatives—turning efficiency gains into tangible ROI for the organization. According to the data, which culminated all incidents logged from August 1, 2024 to July 31, 2025, GenAI-enabled organizations saved a cumulative 323,343 hours after GenAI enablement.

“By leveraging GenAI, ITSM teams can reclaim time and resources once spent on routine tasks, enabling them to focus on strategic initiatives that drive real business value,” said Lauren Okruch, Senior Manager for ITSM, at SolarWinds. “Looking ahead, embracing technologies like GenAI isn’t just about efficiency—it’s a strategic imperative for organizations aiming to innovate, stay ahead of change, and transform IT from a support function into a proactive driver of growth.”

Setting ITSM Teams up for Success

SolarWinds is committed to offering ITSM teams AI tooling and other innovative solutions that drive efficiency and improve user experience, including the announcement of the SolarWinds AI agent and other innovations on October 8. The SolarWinds Service Desk Premier Plan offers ITSM customers:

  • Automation workflows and runbooks
  • AI-powered suggestions and deflection tools
  • Enhanced reporting and customization options
  • Virtual Agent integration with Slack and Microsoft Teams
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Submer to Address the Infrastructure Challenges Behind Sovereign AI at DCD Connect | MENA 2026

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Submer, a full-stack AI and HPC data centre infrastructure provider, will join industry leaders at DCD Connect | MENA 2026, taking place October 26–27 at Grand Hyatt Dubai, to discuss the infrastructure strategies needed to advance sovereign AI across the region.

As governments and organisations across the Middle East accelerate their sovereign AI and cloud strategies, the challenge extends beyond keeping data within national borders. They must also build the high-performance computing infrastructure needed to support increasingly complex AI workloads while meeting regulatory requirements, scaling efficiently and maintaining commercial viability.

Submer will contribute to this discussion through its participation in the panel debate “Building Sovereign AI: Enabling Innovation Through Scalable Compute,” on October 26, from 2:30 p.m. to 3:15 p.m. The session will explore the infrastructure requirements of sovereign cloud environments, the trade-offs between fully localised and hybrid infrastructure models, and how the region can develop a sovereign-ready compute backbone without compromising flexibility, performance or return on investment.

Bahaa Al Janabi, Technical and Solution Lead for Middle East, Turkey and Africa at Submer, will join fellow industry experts to examine how infrastructure decisions can shape the region’s ability to turn its AI ambitions into scalable, commercially viable deployments.

“Sovereign AI is not simply about where data resides. It is about having the infrastructure to run advanced AI workloads at scale while meeting national requirements and making the economics work. The choices organisations make today will shape their ability to innovate, scale and compete. We look forward to discussing how the right infrastructure strategies can help turn the region’s sovereign AI ambitions into reality,” said Bahaa Al Janabi.

Submer representatives will also be available throughout the event to meet with customers, partners and industry stakeholders and discuss the evolving AI infrastructure landscape across the Middle East, Africa and Turkey.

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Thermax showcases advanced desalination and water recovery technologies to strengthen UAE’s industrial water security at WETEX 2026

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Thermax Limited showcased its advanced seawater desalination and industrial water recovery technologies at the Water, Energy, Technology and Environment Exhibition 2026 (WETEX), held from October 20 to 22 at Dubai World Trade Centre. Through its digital showcase, the company highlighted solutions designed to help industries secure reliable water supplies, improve resource efficiency and reduce environmental impact.

Thermax’s participation came as Dubai continues to strengthen its desalination infrastructure to meet growing water requirements. According to Dubai Electricity and Water Authority (DEWA) Financial Annual Report, desalinated water production increased by 5.51 per cent year-on-year in the first quarter of 2026, reaching a record 37.57 billion imperial gallons. By June 2026, Dubai’s installed desalination capacity had reached 555 million imperial gallons per day, with seawater reverse osmosis accounting for 23 per cent of the total. These developments highlight the growing importance of efficient and reliable water infrastructure in supporting the UAE’s evolving water requirements.

At the event, Thermax highlighted its desalination solutions that help industries meet their water needs while easing pressure on freshwater resources. The systems use energy-efficient membrane technology to remove salts from seawater and produce water suitable for industrial use, with designs tailored to each customer’s water quality and operating requirements.

Through its digital showcase, Thermax also highlighted portable and containerised desalination systems that bring key equipment together in compact units. This reduces installation work on site, supports faster deployment and allows treatment capacity to grow with demand.

Ashish Bhandari, Managing Director & CEO, Thermax Limited, said: “Water security shapes where industries invest and how competitively they operate. Businesses need dependable supply at a cost they can sustain. That means planning water and energy together, with investment decisions guided by performance throughout a plant’s life.”

Beyond desalination, Thermax also showcased Advanced Reverse Osmosis (RO) technology that recovers additional usable water from the concentrated stream left after treatment. By concentrating the remaining brine, the technology reduces the load on downstream evaporation systems and supports more efficient industrial wastewater management. When combined with suitable additional treatment and crystallisation processes, it can also support salt recovery, creating opportunities to recover valuable resources from wastewater and promote circular water management.

Thermax also showcased industrial water treatment, wastewater recycling and zero liquid discharge (ZLD) solutions that help industries treat and reuse wastewater for suitable applications while reducing freshwater dependence. Complementing these solutions, Thermax’s EDGE Live digital platform supports plant performance through real-time monitoring, AI-driven analytics and predictive diagnostics, helping industrial operators identify potential issues early, optimise maintenance and improve operational reliability.

These solutions align with the objectives of the UAE Water Security Strategy 2036, which targets 95 per cent reuse of treated water by 2036. Through its regional office in Dubai, Thermax is focused on exploring various opportunities across the UAE’s industrial desalination, water treatment and wastewater recycling sectors, particularly within water-intensive industries such as oil and gas, chemicals, metals, food and beverages, and pharmaceuticals.

Thermax has been active across the Middle East and North Africa region since 1993, with more than 1,000 installations across its regional energy and environment portfolio, serving over 30 industries.

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TrendAI™Expands Vision One with New Security Capabilities for AI Agents and Application Development

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TrendAI™, the global AI security leader and enterprise business unit of Trend Micro  Incorporated (TYO: 4704; TSE: 4704), has announced new capabilities for TrendAI Vision One™. These include the private preview of Autonomous Vulnerability Discovery and expanded support for Claude’s Compliance API, which now covers Claude Code and Cowork sessions. Together, these services help enterprises identify exploitable vulnerabilities in source code before attackers do, investigate how AI agents operate, and maintain oversight as AI adoption scales.

The need for this oversight is growing rapidly across the region. According to research conducted by The Harris Poll for Dataiku, 62% of UAE chief information officers believe their organisation have more than 50 AI agents running in production, yet only 18% have a fully unified view of agents across platforms, data environments, and business applications. At the same time, AI is accelerating both how quickly code is written and how quickly attackers can identify flaws. Security teams therefore need to keep pace with AI adoption without losing visibility into what is happening across their environments.

The new capabilities extend TrendAI Vision One™ across both software development and AI agent activity. TrendAI Vision One™ Autonomous Vulnerability Discovery is powered by AESIR, TrendAI’s agentic exploit-remediation engine, which identifies and validates vulnerabilities, including zero-days. It also verifies fixes in customer source code. The engine uses purpose-built, multi-model AI architecture that relies primarily on Anthropic models and has outperformed single-model and agentic system scores on the CyberGym Leaderboard. Every finding is validated by experts from the TrendAI™ Zero-Day Initiative™ (ZDI), the world’s largest vendor-agnostic bug bounty programme. The Autonomous Vulnerability Discovery is deployed and operated on Amazon Bedrock from Amazon Web Services (AWS), enabling the full workflow to run within the customer’s AWS environment

In parallel, the expanded Claude Compliance API integration brings Claude Code and Cowork session records from Claude Enterprise into TrendAI Vision One™.  These records include prompts, responses, and tool calls, each tied to a verified user. It enables security teams to investigate AI activity in context, correlate it with endpoint, identity, cloud and network signals, and build custom detections for relevant agent behaviour.

Commenting on the announcement, Salah Suleiman, Managing Director, South Gulf, TrendAI™, said, “AI is changing both how software is built and how work gets done across the enterprise. Code is being written faster than ever, while AI agents are increasingly able to access systems, call tools and act on behalf of users. As organisations across the UAE and the wider region scale AI at pace, their security teams need to identify vulnerabilities early while maintaining clear visibility into what AI systems are doing and whether their actions align with organisational policies. With these additions to TrendAI Vision One™, we are helping organisations move faster with AI while maintaining the context, oversight and control needed to do so securely.”

TrendAI Vision One™ also continues to ingest activity logs from Claude Enterprise, covering user logins, administrative actions and configuration changes, as well as from Claude Platform, covering administrative, system and resource events. Autonomous Vulnerability Discovery is now available in private preview to select enterprise customers running on AWS, while Claude’s Compliance API integration in TrendAI Vision One™ is available to TrendAI Vision One™ customers using Claude Enterprise.

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