ManageEngine, an IT management and security software company and a division of Zoho Corp., has introduced new generative AI (GenAI) features in the cloud version of its service management platform, ServiceDesk Plus. The update aims to help IT teams and process owners improve productivity and streamline workflows.
“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, VP at ManageEngine.
The company’s AI strategy for ServiceDesk Plus focuses on giving customers the option to choose their preferred AI provider. Users can access ManageEngine’s Zia large language model (LLM) at no additional cost or use external services such as ChatGPT and Azure OpenAI. This setup allows organizations to select the most suitable model for different use cases while managing expenses.
“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,” Narayanasamy said.
The latest update introduces several AI-driven tools. The Ask Zia virtual agent now uses an LLM-style interface with multi-modal support, enabling users to find information, summarize knowledge base articles, and perform ticketing tasks through simple conversations.
Another tool, Ask Zia Workflow Assist, helps process owners build workflows from basic descriptions or images. It can generate visual workflows and suggest automation, condition checks, and fixes for incomplete processes.
Other AI enhancements include the ability to generate ticket resolutions, create checklists, write custom JavaScript snippets, and recommend solutions based on past tickets.
ManageEngine said the new capabilities are available across different editions of ServiceDesk Plus without added licensing complexity.