In a major move to revolutionize service desk experiences, ManageEngine, a division of Zoho Corporation and a leading provider of enterprise IT management solutions, has announced the launch of its most extensive Generative AI update for its unified service management platform, ServiceDesk Plus.
The company’s AI strategy is focused on empowering customers with the flexibility to choose their preferred AI providers, whether it’s leveraging Zia LLM at no additional cost or integrating public services like ChatGPT or Azure OpenAI, optimizing the use of models and costs. Among the new capabilities are the virtual agent Ask Zia, which enables conversational interactions and actions within the service desk, and Workflow Assist, which generates complete workflows from descriptions or images, including automation recommendations.
Seamless AI Integration for Maximum Impact
«As AI initiatives accelerate in enterprises, it is crucial to ensure they are seamlessly integrated into the IT ecosystem and learn from workflows to truly unleash their potential,» said Umasankar Narayanasamy, Vice President at ManageEngine.
These features, along with other enhancements in resolution generation and personalization, reinforce ManageEngine’s commitment to developing a comprehensive AI architecture that ensures speed, security, and privacy in its adoption. «With the virtual agent Ask Zia and other AI-powered capabilities now available in ServiceDesk Plus, IT service management teams can leverage them at no additional cost in high-value use cases for employees and customers. At ManageEngine, we will continue to invest in our AI technology to help customers achieve rapid results, while always maintaining the highest standards of data protection,» added Narayanasamy.
Recognized for AI Excellence in ITSM
Furthermore, the company has been recognized by Gartner in the 2025 Magic Quadrant™ for AI Applications in ITSM, where it was highlighted for its execution capabilities and comprehensive vision.
ServiceDesk Plus, available both on-premises and in the cloud, combines ITSM, asset management, and CMDB in a unified, AI-driven platform, certified by PeopleCert and ITIL for multiple service management practices. With this update, ManageEngine reaffirms its leadership in delivering secure, scalable, and value-maximizing IT solutions for its customers.
