ManageEngine, a division of Zoho Corporation, announced its AI Strategy with a major GenAI release in the cloud version of its unified service management platform, ServiceDesk Plus. The update aims to transform service experiences and boost productivity for end users, technicians, and process owners.

The company revealed that its AI strategy allows customers to choose AI providers for various capabilities. They can leverage Zia LLM at no extra cost or select public AI options like ChatGPT and Azure OpenAI. This flexibility helps optimize costs while using the most suitable AI model for different tasks.

Umasankar Narayanasamy, vice president at ManageEngine, reported, “As AI initiatives across enterprises accelerate, it is crucial they integrate seamlessly into IT ecosystems and adapt to workflows. Ask Zia and other embedded AI capabilities now allow IT teams to achieve high-value outcomes at no additional cost.”

Key updates in ServiceDesk Plus include:

• Ask Zia: A GenAI-powered virtual agent with multi-modal support that answers questions, searches the service desk, summarizes KB articles, and handles ticketing.
• Ask Zia Workflow Assist: Generates visual workflows from descriptive requirements and images, offering automation suggestions and error checks.
• Other AI features: Generate resolutions from tickets, create checklists, generate JavaScript snippets for customizations, and recommend solutions.

ManageEngine was also recognized in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM as a Niche Player. The report evaluated AI-enabled ITSM products based on execution and completeness of vision. ManageEngine highlighted its global presence and easy deployment as key factors for this recognition.

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