TLDR: ManageEngine has rolled out its most significant generative AI update for ServiceDesk Plus, introducing features like an advanced Ask Zia Virtual Agent, Workflow Assist, and other AI-powered tools designed to drastically improve productivity for IT teams and service management. The company was also recognized in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM.
AUSTIN, Texas – ManageEngine, a division of Zoho Corporation and a prominent provider of enterprise IT management solutions, announced on September 23, 2025, a substantial generative AI (GenAI) release for the cloud version of its unified service management platform, ServiceDesk Plus. This update aims to revolutionize service experiences and significantly increase productivity for end users, technicians, and process owners within IT teams.
The core of this release centers on a suite of new AI-powered capabilities available to customers at no additional cost. Key among these is the enhanced Ask Zia Virtual Agent, which now features an LLM-style interface with multi-modal support. This GenAI-powered agent enables conversational interactions for end users, technicians, and process owners, providing instant answers, searching across the service desk, summarizing knowledge base articles, and executing ticketing actions. It is designed to serve as the primary point of contact for various personas.
Another significant addition is Ask Zia Workflow Assist, which acts as a personal workflow expert. It allows process owners to quickly generate visual workflows from descriptive requirements or images, offering suggestions for automations, condition checks, and rectifying disconnected nodes. Further GenAI enhancements include 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.
ManageEngine’s AI strategy for ServiceDesk Plus emphasizes flexibility, allowing customers to choose their preferred AI providers for various functionalities. Users can leverage Zia LLM without any additional pay-per-usage costs or opt for public AI providers such as ChatGPT and Azure OpenAI. This approach is intended to help customers utilize the most suitable model for different AI tasks while optimizing costs.
Umasankar Narayanasamy, vice president at ManageEngine, commented on the release, stating, “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.” He added, “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.”
In a notable recognition, ManageEngine was acknowledged for the first time in the 2025 Gartner® Magic Quadrant™ for Artificial Intelligence Applications in ITSM, where it was named a Niche Player. The Gartner report, published on September 9, 2025, evaluated 10 vendors and their AI-enabled products in the ITSM market based on their Ability to Execute and Completeness of Vision. ManageEngine attributes this recognition to its global presence and its capacity to deliver AI-driven ITSM solutions that are easy to deploy and come without additional costs.
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ServiceDesk Plus is described as an AI-driven unified service management solution from ManageEngine, combining ITSM essentials, asset management, and a CMDB with enterprise service management capabilities. It is powered by proprietary AI technologies, including a native LLM, to enhance efficiencies and experiences for all stakeholders.
