# Smarter IT. Powered by AI. Derive better business value through intelligent IT operations. ![Illustration of smarter IT operations powered by ManageEngine AI](https://cdn.manageengine.com/images/smarter-it-powered-by-ai.svg) ## AI that's built for IT, by IT ![ManageEngine AI built for IT by IT, embedded across the product portfolio](https://cdn.manageengine.com/images/ai-thats-built.svg) For more than 13 years, ManageEngine has been advancing AI and ML to deliver real-world value. Throughout this journey, we’ve refined these technologies and embedded them seamlessly across our portfolio, from service management to cybersecurity to endpoint management, thereby helping enterprises achieve smarter, scalable and more resilient IT operations. We design AI as an integral feature that enhances our product capabilities, never as an add-on that users pay extra for. ## Zia, our AI powerhouse Zia (Zoho Intelligent Assistant) is ManageEngine’s AI powerhouse, designed to transform IT management from reactive to proactive. By harnessing ML, NLP, LLM and semantic search, Zia empowers IT leaders to anticipate issues, automate operations, and strengthen resilience. Acting as a unified layer of intelligence across ManageEngine’s solution suite, Zia helps organizations reduce risk, boost efficiency, and deliver seamless digital experiences at scale. ![](https://cdn.manageengine.com/images/triangle-img.webp) ### Zia Agents Agentic workflows, orchestration Zia Agents are self-sufficient, AI-powered bots designed to think, learn, and act smartly. Using semantic search, RAG, and knowledge graphs, they deliver precise, human-like experiences. ## See how AI makes a difference ![Diagram showing how AI shifts IT from reactive to predictive, automated, and resilient operations](https://cdn.manageengine.com/images/see-how-ai-makes-a-difference.svg) - **Reactive to predictive IT:** AI helps IT teams anticipate issues, detect anomalies, and prevent disruptions before they occur. - **Automation of operations:** Routine tasks can be automated through workflows, empowering teams to focus on more strategic initiatives. - **Strategic insights from data:** AI turns complex IT data into actionable, contextual strategies that eliminate bottlenecks, prioritize high-impact fixes, and accelerate decision-making. - **Connected intelligence:** AI unifies insights across networks, apps, and endpoints, creating a single intelligent ecosystem that continuously learns and adapts. - **Resilient IT:** With predictive analytics and continuous learning, AI strengthens IT reliability, enabling systems that can prevent, adapt, and recover seamlessly. ## How's AI powering our solutions Our AI capabilities have been purposefully developed in-house to address specific IT needs. ### Unified service management - Intelligent ticket categorization, triage, and assignment - Sentiment analysis - Problem prediction - Change risk prediction - Reply assist and text assist - Conversation summary - Post-incident review generation - Code generation and solution generation - Private knowledge discovery through RAG - Public knowledge search through - Ask Zia: GenAI-powered conversational assistant - Blended conversations - Multi-lingual support - Voice recognition and transcription - Chatbot integration with Microsoft Teams - Zia AI adoption dashboard - Choice of LLM: Zia LLM, ChatGPT, Azure OpenAI ### Unified endpoint management and security - Next-gen DeepAV Engine - Anti-ransomware - ML-based behaviour detection - AI-assisted remote troubleshooting - Website filters for secure browsing - Employee experience insights - Intelligent vulnerability prioritization ### Identity and access management - Anomaly detection - Dormant account cleanup - Risk-based authentication - Insider threat intelligence ### Advanced IT analytics - Ask Zia - Zia insights - No-code ML and code studio - Predictive analytics - Anomaly detection - Scenario planning - Data snapshots - Data alerts - Metric library ### Security information and event management - Behavior-based anomaly detection - AI-driven Zia Insights - User and entity risk scoring - Insider threat detection - Dynamic peer grouping - Attack timeline reconstruction - Remediation recommendations ### IT operations management and observability - Anomaly detection - Root cause analysis (RCA) - Knowledge graphs - Adaptive thresholds - Forecasting (univariate and multivariate forecasting) - Capacity and metric forecasting - GenAI for observability - Outage prediction - Noise reduction - Contextualization from historical analysis - Incident prediction engine ### Low-code app development - Prompt-based app creation - Smart field suggestions - Object detection and few-shot recognition - OCR - Keyword extraction - Sentiment analysis - Speech recognition - Facial analytics - Chatbots ## AI in ManageEngine ### AI in USM solutions AI capabilities that are unified service management (USM)-specific in ManageEngine solutions enable organizations to deliver better service experience, optimize enterprise and IT service delivery operations intelligently, without excessive cost and implementation overheads. A wide range of AI-powered features including Ask Zia, an LLM-style, conversational virtual support agent, prompt-based workflow generation, and GenAI-powered reply and response generation ensure that all key personas including end users, process owners and technicians amplify their productivity with superior service experiences. We provide a choice of LLMs including Zia LLM (powered by open-source foundational models), Azure OpenAI, and ChatGPT to power various AI capabilities in our USM platform. #### Using our AI-powered USM solutions, your team can: ##### Deliver instant, tailored support to employees - Power up self-service with Ask Zia, the LLM-style conversational virtual agent that understands context and delivers instant answers. - Put enterprise knowledge within reach with RAG-powered solution recommendations. - Guide end users with intuitively flowing, predefined conversations. ##### Empower technicians by accelerating their daily work - Break free of endless busy work—Zia can triage tickets, assign technicians, analyze end-user sentiment, auto-approve tickets, and more. - Get up to speed with conversation summaries and generate replies, ticket descriptions, checklists, email notifications, and more with Zia. - Build service desk artifacts like post-incident reviews, resolutions, and KB solutions. - Spend less time searching for tickets or answers, simply Ask Zia and resolve issues faster. ##### Help process owners lead and manage the service desk - Generate ready-to-run ITSM workflows from simple prompts, flow diagrams, or even sketches. - Steer clear of disruptions by predicting IT problems and change risk levels. - Get step-by-step guidance from Ask Zia to configure ServiceDesk Plus. - Generate code for both bespoke automations and form-level customizations. - Discern insights faster with prompt-driven report and dashboard generation. - Measure the usage and adoption of AI-driven USM capabilities; from token consumption to sentiment summaries and prediction volumes. ![Zia AI adoption dashboard in ServiceDesk Plus showing token consumption, sentiment summaries, and prediction volume metrics](https://cdn.manageengine.com/images/aichart-img.jpg) Measure and track AI adoption with the Zia dashboard [Learn more](https://www.manageengine.com/products/service-desk/ai/?ai-enchanced2024) ## The ManageEngine AI advantage With ManageEngine, your AI is truly yours. Built entirely in-house with no external dependencies, our AI gives you explainability, reliability, and full control over your data. It’s a powerful yet privacy-first solution that seamlessly integrates across our IT management suite to help IT leaders secure operations, simplify complexity, and stay ahead with confidence. ### Explanation-ready As explainable AI becomes increasingly vital, we have prioritized clarity by implementing an explanation-first approach wherever feasible. ### Optimized for low data environments Recognizing the importance of data efficiency, our AI models are fine-tuned using transfer learning techniques to excel even with minimal data inputs. ### Built to separate signals from noise Data preparation and cleansing are needed for AI to deliver insights from noise, and we've added this approach to our models to help with predictions and actions. ### Proactive in nature Our AI models anticipate and respond to IT incidents by taking proactive actions, ensuring smoother operations. ### Not resistant to change Adaptability is key, and our AI systems continuously learn and adapt to changes, ensuring relevance and effectiveness. ### Privacy-first We’ve built our AI to be privacy-first, ensuring that your information remains fully protected and independent of any external dependencies. [Learn more about ManageEngine’s commitment to trustworthy AI](https://www.manageengine.com/responsible-ai.html?ai-enchanced2024) ## Resources ### Webpages ![Webpage: 5 AI features you (probably) didn’t know existed in ServiceDesk Plus](https://cdn.manageengine.com/images/aien-webpages1.svg) [5 AI features you (probably) didn’t know existed in ServiceDesk Plus](https://www.manageengine.com/products/service-desk/ai/ai-in-itsm-servicedesk-plus-features.html?ai-enchanced2024) ![Webpage: Reimagining the future of ITSM with generative AI](https://cdn.manageengine.com/images/aien-webpages2.svg) [Reimagining the future of ITSM with generative AI](https://www.manageengine.com/products/service-desk/itsm/generative-ai-capabilities-in-itsm.html?ai-enchanced2024) ![Webpage: Meet Zia — your GenAI-powered analytics assistant](https://cdn.manageengine.com/images/aien-webpages3.svg) [Meet Zia: Your GenAI-powered analytics assistant](https://www.manageengine.com/analytics-plus/zia.html?ai-enchanced2024) ![Webpage: AI-driven analytics in IAM — shaping the future of identity and access management](https://cdn.manageengine.com/images/aien-webpages4.svg) [AI-driven analytics in IAM: Shaping the future of identity and access management](https://www.manageengine.com/identity-360/iam-platform/ai-driven-analytics-in-iam.html?ai-enchanced2024) ![Webpage: Agentic AI comes to Analytics Plus](https://cdn.manageengine.com/images/aien-webpages5.svg) [Agentic AI comes to Analytics Plus](https://www.manageengine.com/analytics-plus/agentic-ai.html?ai-enchanced2024) ![Webpage: How AI can make your enterprise IT audit-ready](https://cdn.manageengine.com/images/aien-webpages7.svg) [How AI can make your enterprise IT audit-ready](https://www.manageengine.com/products/service-desk/it-asset-management/it-audit-readiness.html?ai-enchanced2024) ## Frequently Asked Questions ### What sets ManageEngine’s AI-powered IT management apart from other AIOps or IT platforms? ManageEngine’s AI is purpose-built for IT and developed in-house, not added on later. With years of internal AI/ML investment, its capabilities are deeply embedded across the ManageEngine suite. This means customers get privacy-first, explainable AI tailored to real IT use cases without relying on external AI services. Zia also delivers unified intelligence across products, so AI insights aren’t limited to a single tool.