ManageEngine’s New AI Supercharges IT Team Productivity in ServiceDesk Plus
▼ Summary
– ManageEngine has launched new GenAI features for ServiceDesk Plus, including the Ask Zia virtual agent, Workflow Assist, and a Script Generator.
– These new AI capabilities are available to customers at no additional cost and are designed to improve service experiences and productivity.
– The platform offers flexibility by allowing customers to use either ManageEngine’s proprietary Zia LLM or public AI providers like ChatGPT and Azure OpenAI.
– ManageEngine has been recognized as a Niche Player in the 2025 Gartner Magic Quadrant for Artificial Intelligence Applications in ITSM.
– ServiceDesk Plus is a unified service management platform that combines ITSM, asset management, and enterprise service management capabilities.
ManageEngine has significantly enhanced its ServiceDesk Plus platform with advanced generative AI capabilities designed to boost productivity across IT teams and end users. The latest cloud update introduces powerful features including an upgraded Ask Zia virtual agent, workflow assistance tools, and automated script generation, all available without extra charges. This strategic move aims to embed artificial intelligence precisely where it delivers maximum operational value, particularly through multi-turn contextual conversations and intelligent workflow generation.
The company’s approach gives organizations remarkable flexibility in their AI implementation. Customers can utilize ManageEngine’s proprietary Zia LLM at no additional cost or opt for popular public AI services like ChatGPT and Azure OpenAI. This choice enables businesses to select the most appropriate model for different functions while effectively managing their technology expenses.
According to Umasankar Narayanasamy, vice president at ManageEngine, the integration of AI must align seamlessly with existing enterprise workflows to unlock its full potential. “Our embedded AI capabilities allow IT and service management teams to apply these tools immediately across high-value scenarios involving both employee and customer success,” Narayanasamy explained. The company remains committed to developing its proprietary AI technology stack to help clients achieve faster returns on their AI investments while maintaining rigorous data security standards.
The enhanced ServiceDesk Plus platform now features several groundbreaking AI components. The Ask Zia virtual agent operates with an LLM-style interface capable of understanding complex requests conversationally. It provides instant answers, searches service desk databases, summarizes knowledge base articles, and handles ticketing actions, serving as a primary interaction point for all users.
Another significant addition is Ask Zia Workflow Assist, which functions as a personal workflow expert for process owners. This tool translates descriptive requirements and even images into fully developed visual workflows, suggesting automation opportunities, condition checks, and connection improvements. Additional generative AI enhancements include the ability to create resolution summaries from ticket conversations, generate checklists, produce custom JavaScript snippets for template adjustments, and recommend solutions during ticket creation or modification.
In a related development, ManageEngine has been included in the 2025 Gartner Magic Quadrant for Artificial Intelligence Applications in ITSM as a Niche Player. This recognition reflects the company’s global presence and its ability to deliver AI-powered IT service management solutions that are both cost-effective and straightforward to implement.
ServiceDesk Plus represents ManageEngine’s comprehensive approach to unified service management, combining essential IT service management functions with asset management and configuration management database capabilities. The platform leverages proprietary AI technologies, including a native large language model, to deliver exceptional efficiency gains and user experiences. Available as both on-premises and software-as-a-service solutions, ServiceDesk Plus offers organizations a secure, scalable platform that holds ITIL compatibility certification for 14 service management practices and PinkVERIFY certification for 10 ITSM processes.
ManageEngine continues to strengthen its position as a leading provider of IT management solutions through its powerful, flexible, and AI-enhanced digital enterprise platform. The company’s focus remains on helping organizations worldwide improve their operational effectiveness, security, and speed regardless of where work takes place.
(Source: MEA Tech Watch)
