ManageEngine, the IT management division of Zoho Corporation, is doubling down on AI with a major GenAI release for its cloud-based ServiceDesk Plus platform. The update equips IT teams, end users, and process owners with smarter tools to speed up workflows, enhance productivity, and streamline service experiences.
At the core of the upgrade is ManageEngine’s flexible AI strategy. Customers can use the built-in Zia LLM at no additional cost, or integrate with public AI models like ChatGPT or Azure OpenAI depending on their use case. The goal: let enterprises choose the best model for each task while keeping costs predictable.
“As AI initiatives across enterprises accelerate, it’s crucial to integrate them seamlessly into IT workflows,” said Umasankar Narayanasamy, VP at ManageEngine. “With Ask Zia and other embedded AI capabilities, ServiceDesk Plus teams can now leverage AI across employee and customer success use cases at no extra cost, all while maintaining data security and privacy.”
What’s New in ServiceDesk Plus
The latest cloud release packs several AI-driven features designed to make IT service management faster and more intelligent:
- Ask Zia: Now with a GenAI-powered, multi-modal interface, the virtual agent can answer questions, search the service desk, summarize KB articles, and perform ticketing actions. It acts as a primary touchpoint for technicians, end users, and process owners alike.
- Ask Zia Workflow Assist: Converts descriptive inputs and images into full-fledged workflows within seconds, suggesting automations, condition checks, and fixes for disconnected nodes.
- Additional GenAI Enhancements: Generate resolutions from ticket histories, create checklists, generate custom JavaScript snippets for templates, and recommend solutions during ticket creation or edits.
By embedding these capabilities directly into the platform, ManageEngine eliminates licensing complexity and makes AI-powered ITSM accessible across all cloud editions.
Gartner Recognition
Adding to the momentum, ManageEngine was named a Niche Player in the 2025 Gartner® Magic Quadrant™ for AI Applications in IT Service Management. The acknowledgment reflects the company’s global reach and ability to deliver AI-driven ITSM solutions that are easy to deploy and cost-effective.
With AI adoption accelerating in IT operations, ManageEngine’s move aligns with broader market trends where organizations are prioritizing intelligent automation, faster resolution times, and enhanced employee experience. Platforms that integrate GenAI natively—like ServiceDesk Plus—are increasingly seen as essential tools rather than optional upgrades.
Power Tomorrow’s Intelligence — Build It with TechEdgeAI
