ManageEngine unveils its biggest generative AI release yet for ServiceDesk Plus, enhancing IT team productivity

ManageEngine, a division of Zoho Corporation, has announced a major Generative AI (GenAI) release for its unified service management platform, ServiceDesk Plus, aimed at transforming service experiences and boosting productivity for end users, technicians, and process owners.

The release introduces the GenAI-powered Ask Zia Virtual Agent, Workflow Assist, and Script Generator—capabilities designed to embed AI where it delivers the most tangible value. ServiceDesk Plus now supports multi-turn, contextual conversations and workflow generation, enabling IT teams to leverage AI across a broad spectrum of use cases, at no additional cost.

Flexible AI choices for enterprises
ManageEngine’s AI strategy allows customers to choose the AI provider best suited for each capability—either Zia LLM at no extra pay-per-usage cost or public AI providers such as ChatGPT and Azure OpenAI. This flexibility helps organizations optimize costs while maximizing AI functionality.

“As AI initiatives across enterprises accelerate, seamless integration with IT workflows ...