ManageEngine, a division of Zoho Corporation and a leading provider of enterprise IT management solutions, today announced a major GenAI release in the cloud version of its unified service management platform, ServiceDesk Plus, to transform service experiences and foster greater productivity levels for end users, technicians, and process owners.
ManageEngine releases major GenAI update for ServiceDesk Plus cloud version.
Offers flexibility to choose Zia LLM or public providers like ChatGPT and Azure OpenAI.
Upgraded Ask Zia virtual agent with LLM-style interface and multi-modal support.
Ask Zia Workflow Assist generates workflows from descriptions and images.
Additional features include resolution generation, checklists, and JavaScript snippets.
Recognized as Niche Player in 2025 Gartner Magic Quadrant for AI in ITSM.
ManageEngine's AI strategy for ServiceDesk Plus revolves around providing customers with the flexibility to choose the AI providers of their choice for various AI capabilities. Customers can leverage Zia LLM without any additional pay-per-usage costs or choose between public AI providers like ChatGPT and Azure OpenAI. The company believes that this approach helps customers leverage the best model suitable for various AI functionalities while also optimizing the costs involved. “As AI initiatives across enterprises accelerate, it is important to ensure that they seamlessly integrate into the enterprise IT ecosystem and learn from and adapt to workflows to harness the true potential of these initiatives,” said Umasankar Narayanasamy, vice president at ManageEngine. ”With the Ask Zia virtual agent and the other embedded AI-enabled capabilities available now in ServiceDesk Plus, IT and enterprise service management teams can leverage them at no additional cost across their high-value employee and customer success use cases. At ManageEngine, we will continue to invest in and build our proprietary, end-to-end AI technology stack to help customers achieve a rapid time-to-value on their AI initiatives while ensuring the highest standards of data security and privacy."
ManageEngine's customers benefit from a breadth and depth of AI-driven ITSM capabilities across editions, without any additional licensing complexity. The latest update to the cloud version of ServiceDesk Plus includes a host of AI features, including:
Ask Zia: Now sporting an LLM-style interface with multi-modal support, the GenAI-powered Ask Zia virtual agent empowers end users, technicians, and process owners to accomplish their goals conversationally. It delivers answers instantly, searches across the service desk, extracts and summarizes KB articles, and performs ticketing actions—functioning as the primary touchpoint for every persona.
Ask Zia Workflow Assist: Acting as a personal workflow expert, it helps process owners move from theoretical blueprints to full-fledged workflows in seconds. Workflow Assist understands descriptive requirements and images and generates visual workflows with suggestions for automations, condition checks, and fixing disconnected nodes.
Other GenAI enhancements: Leverage the ability to generate resolutions from ticket conversations, notes, and past tickets; create checklists; generate custom JavaScript snippets for template customizations; and recommend solutions when users create or edit tickets.
Learn more about the latest AI-enabled capabilities in ServiceDesk Plus here.
For the first time, ManageEngine was acknowledged in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM. The company also announced that it has been recognized in the 2025 Gartner® Magic Quadrant™ for Artificial Intelligence Applications in ITSM as a Niche Player. The report evaluated 10 vendors and their AI-enabled products in the ITSM market based on the Ability to Execute and Completeness of Vision. ManageEngine believes this latest recognition comes from its global presence and the ability to deliver AI-driven ITSM that’s easy to deploy at no additional cost.
Gartner, Inc., Magic Quadrant for Artificial Intelligence Applications in IT Service Management, Chris Matchett, Rich Doheny, Chris Laske, Ankita Hundal, 9 September 2025
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This GenAI release positions ServiceDesk Plus as a robust platform for AI-driven service management, enabling organizations to enhance productivity and security without added costs, while the Gartner recognition underscores ManageEngine's commitment to innovative ITSM solutions.
ServiceDesk Plus is the AI-driven unified service management solution from ManageEngine, the enterprise IT management division of Zoho Corporation. It combines ITSM essentials, asset management, and a CMDB with enterprise service management capabilities to provide a comprehensive platform for designing, managing and delivering IT and business services. Powered by proprietary AI technologies including a native LLM, ServiceDesk Plus unlocks unparalleled efficiencies and experiences for employees, technicians, and process owners.
ManageEngine is a division of Zoho Corporation and a leading provider of IT management solutions for organizations across the world. With a powerful, flexible, and AI-powered digital enterprise management platform, we help businesses get their work done from anywhere and everywhere—better, safer, and faster. To learn more, visit www.manageengine.com
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