# Unified service management solutions Design, automate, and deliver high-quality services for your IT and business. ![Unified service management solutions](https://www.manageengine.com/images/unified-service-management-solutions.svg) ## The need for unified service management (USM) solutions ![The need for a unified service management (USM) solutions](https://www.manageengine.com/images/the-need-for-unified-service-management-solutions.svg) Businesses today are expected to deliver value through exceptional service and support. This means providing a seamless and consistent experience across all channels, monitoring and analyzing service data to optimize delivery, and adopting the right technology and processes to streamline service management. ManageEngine's USM solutions are built with a focus to help you deliver quick, robust, and resilient services for your IT and business. Build and automate workflows to streamline service operations, extend service management capabilities to other business departments, employ AI conversational agents to speed up service delivery, dig deep into service data with the help of analytics, customize service delivery actions, and more with the help of our solutions. ![The need for a unified service management (USM) solutions](https://www.manageengine.com/images/the-need-for-unified-service-management-solutions.svg) ## ManageEngine's USM solutions and what they have to offer ### Core capabilities - **IT and non-IT service departments** Align with industry-recommended ITSM best practices with out-of-the-box modules. - **Artificial Intelligence** Zia is a customizable chatbot that can assist end users and technicians. It performs service desk operations with its AI-powered predictive actions. - **Zia microservice** ManageEngine's AI-powered assistant, Zia, is available across ManageEngine's suite of products. - **Employee directory** Sync users from directories such as Microsoft Entra ID or Zoho Directory. - **Enterprise service management portal** Enable swift access to all services available across the enterprise from a unified self-service portal. - **Industry recommended IT service management framework** Align with industry-recommended ITSM best practices with out-of-the-box modules. - **Employees, and external service consumers** Sync users from directories such as Microsoft Entra ID or Zoho Directory. - **Workflow automation** Orchestrate service delivery operations across various cloud and on-premises applications. - **Zoho Circuit** Sync users from directories such as Microsoft Entra ID or Zoho Directory. - **Service automation** Automate repetitive service desk activities with visual workflows and criteria-based actions. - **Development studio** Overcome fringe use cases and extend the capability of the platform with custom modules and low-code functions. - **Business intelligence** Derive data-backed operational insights from visually appealing dashboards. - **IT monitoring and observability** Detect infrastructure and operational performance issues, and automatically initiate incident or maintenance workflows. - **Unified endpoint management** Perform workstation and mobile management tasks, such as updating patches or provisioning software, as part of service fulfillment. - **Identity and access management** Perform employee directory management tasks, such as creating a user or granting privilege accesses, from a single console. - **Security information and event management** Detect abnormal user behavior and entity patterns, and trigger incident response workflows for any potential security threats. ![Flow chart background](https://cdn.manageengine.com/images/flow-chart-bg1.png) ![Flow chart background](https://cdn.manageengine.com/images/flow-chart-bg2.png) ![Flow chart background](https://cdn.manageengine.com/images/flow-chart-bg3.png) ### Key benefits - **Leverage distinct service desk instances** with clear data and process segregation for IT and other business departments. - **Ensure high availability of services** around the clock with timely service delivery and quick incident resolutions. - **Offer a superior user experience** using self-service portals, live chat, a knowledge base, and AI-based automations. - **Optimize IT asset management,** including asset utilization, dependencies, purchasing, and compliance. - **Streamline service management** with automated workflows connecting departments and their enterprise applications. - **Derive insightful reports** on service management processes by mining service desk data. ## USM solutions from ManageEngine ### ServiceDesk Plus AI-driven unified service management platform - [On-premises](https://www.manageengine.com/products/service-desk/?pos=servicemgmt&loc=SolPage&cat=op) - [Cloud](https://www.manageengine.com/products/service-desk/cloud/?pos=servicemgmt&loc=SolPage&cat=cld) - [MSP](https://www.manageengine.com/products/service-desk-msp/?pos=servicemgmt&loc=SolPage&cat=msp) ### SupportCenter Plus Customer support with built-in billing for businesses - [On-premises](https://www.manageengine.com/products/support-center/?pos=servicemgmt&loc=SolPage&cat=op) ### AssetExplorer IT asset management with an integrated CMDB - [On-premises](https://www.manageengine.com/products/asset-explorer/?pos=servicemgmt&loc=SolPage&cat=op) - [Cloud](https://www.manageengine.com/products/asset-explorer/cloud.html?pos=servicemgmt&loc=SolPage&cat=cld) ### Industry recognition - [ManageEngine was recognized in The Conversational AI Platforms for Employee Service Landscape, Q1 2026.](https://www.forrester.com/report/the-conversational-ai-platforms-for-employee-services-landscape-q1-2026/RES191307) - [ManageEngine recognized in the 2025 Gartner® Magic Quadrant™ for Artificial Intelligence Applications in IT Service Management.](https://www.manageengine.com/products/service-desk/itsm/itsm-gartner-magic-quadrant.html?pos=servicemgmt) ## Resources ### E-books ![E-book: The service delivery excellence matrix for IT and business teams](https://www.manageengine.com/images/usm-ebook1.svg) - [The service delivery excellence matrix for IT and business teams](https://www.manageengine.com/products/service-desk/itsm/it-service-delivery.html?pos=servicemgmt) ![E-book: 7 real-life ITSM success stories from top industry leaders](https://www.manageengine.com/images/usm-ebook2.svg) - [7 real-life ITSM success stories from top industry leaders](https://www.manageengine.com/products/service-desk/itsm/itsm-success-stories.html?pos=servicemgmt) ![E-book: How IT managers can build an adaptable and successful ITSM strategy for hybrid work](https://www.manageengine.com/images/usm-ebook3.svg) - [How IT managers can build an adaptable and successful ITSM strategy for hybrid work](https://www.manageengine.com/products/service-desk/itsm/itsm-strategy.html?pos=servicemgmt) ### Webinars ![Webinar: Service delivery for the digital enterprise](https://www.manageengine.com/images/usm-webinars1.svg) - [Service delivery for the digital enterprise](https://www.manageengine.com/products/service-desk/enterprise/service-management-practices.html?pos=servicemgmt) ![Webinar: Exploring the impactful ITSM trends of the current decade](https://www.manageengine.com/images/usm-webinars2.svg) - [Exploring the impactful ITSM trends of the current decade](https://webinars.manageengine.com/exploring-impactful-itsm-trends-current-decade-2024?pos=servicemgmt) ![Webinar: Measuring the service desk's contribution to value](https://www.manageengine.com/images/usm-webinars3.svg) - [Measuring the service desk's contribution to value](https://www.manageengine.com/products/service-desk/help-desk-software/measure-service-desk-value.html?pos=servicemgmt) ![Webinar: Co-creating business value with ITSM](https://www.manageengine.com/images/usm-webinars4.svg) - [Co-creating business value with ITSM](https://insights.manageengine.com/digital-transformation/co-creating-business-value-with-itsm/) ![Webinar: The service desk is your best technology coach](https://www.manageengine.com/images/usm-webinars5.svg) - [The service desk is your best technology coach](https://www.manageengine.com/products/service-desk/help-desk-software/service-desk-is-your-best-coach.html?pos=servicemgmt) ### Related resources ![Related resources](https://www.manageengine.com/images/usm-relatedresources1.svg) - [4 ChatGPT features that simplify service desk tasks](https://www.manageengine.com/products/service-desk/itsm/chatgpt-itsm.html?pos=servicemgmt) ![Related resources](https://www.manageengine.com/images/usm-relatedresources2.svg) - [7 tips for effective IT asset management](https://www.manageengine.com/products/service-desk/it-asset-management/effective-asset-management.html?pos=servicemgmt) ![Related resources](https://www.manageengine.com/images/usm-relatedresources3.svg) - [Unlocking synergy: DevOps, cloud, and IT service management](https://www.manageengine.com/products/service-desk/itsm/how-devops-cloud-itsm-work-together.html?pos=servicemgmt) ![Related resources](https://www.manageengine.com/images/usm-relatedresources4.svg) - [Comprehensive guide on IT service desks](https://www.manageengine.com/products/service-desk/what-is-it-service-desk.html?pos=servicemgmt) ![Related resources](https://www.manageengine.com/images/usm-relatedresources5.svg) - [Comprehensive guide to incident management](https://www.manageengine.com/products/service-desk/it-incident-management/what-is-it-incident-management.html?pos=servicemgmt) ![Related resources](https://www.manageengine.com/images/usm-relatedresources6.svg) - [How Lean methodology is reshaping the IT landscape](https://www.manageengine.com/products/service-desk/itsm/lean-methodology.html?pos=servicemgmt) ### Case studies ![Case studies](https://www.manageengine.com/images/usm-casestudies1.svg) - [ServiceDesk Plus helps IGP Powder Coatings enhance its IT support with deep customization and robust automation capabilities](https://www.manageengine.com/products/service-desk/customers/igp-powder-coatings.html?pos=servicemgmt) ![Case studies](https://www.manageengine.com/images/usm-casestudies2.svg) - [ServiceDesk Plus helps CGC Egypt improve service delivery across departments](https://www.manageengine.com/products/service-desk/customers/cgc-egypt.html?pos=servicemgmt) ![Case studies](https://www.manageengine.com/images/usm-casestudies3.svg) - [Premier Financial Bancorp, Inc. unifies ticketing, purchase management, and its self-service portal using ServiceDesk Plus](https://www.manageengine.com/products/service-desk/premier-financial-bancorp-case-study.html?pos=servicemgmt) ![Case studies](https://www.manageengine.com/images/usm-casestudies4.svg) - [Global cosmetics manufacturer migrates from ServiceNow to ServiceDesk Plus](https://www.manageengine.com/products/service-desk/customers/servicenow-alternative-cosmetics-industry.html?pos=servicemgmt) ![Case studies](https://www.manageengine.com/images/usm-casestudies5.svg) - [ServiceDesk Plus equips WISYNCO's IT frontline with the right tools](https://download.manageengine.com/images/wisynco-case-study.pdf) ![Case studies](https://www.manageengine.com/images/usm-casestudies7.svg) - [EziBuy uses ServiceDesk Plus to streamline its incident management, drive efficient processes, and simplify its delivery management](https://www.retailbiz.com.au/topics/omnichannel/how-to-make-your-it-systems-work-for-you/) ## Our certifications - ISO/IEC 27001 Information Security Management - ISO/IEC 27701 Privacy Information Management - ISO/IEC 27017 Cloud Security Management - ISO/IEC 27018 Personal Data in the Cloud - ISO/IEC 20000 - ISO 22301 Business Continuity Management - SOC 2 + HIPAA Type 2 - CSA STAR Self-Assessment - GDPR - Signal spam ## Frequently Asked Questions ### What is the benefit of using USM solutions? USM solutions help to effectively design, deliver, and manage your IT and business services. Automations within the USM solution ensure faster service response times, improve efficiency, and enhance the customer experience. ### Can I customize USM solutions to fit my specific business needs? Yes. Using a USM solution's enterprise service management (ESM) capabilities, the best practices of IT service management can be extended to other business functions, such as HR, admin, finance, and facilities. ### Are there any integration capabilities with existing systems? ServiceDesk Plus offers powerful integrations with native and third-party industry-leading applications to give you a 360-degree view and control of your IT infrastructure. Learn more about ServiceDesk Plus' integrations [here](https://www.manageengine.com/products/service-desk/integrations/?pos=servicemgmt). ### Can I manage both IT services and business services using the same USM solution? Yes. ServiceDesk Plus's ESM capabilities allow you to expand the boundaries of service management to both IT and business teams. Learn more about ServiceDesk Plus' ESM capabilities [here](https://www.manageengine.com/products/service-desk/enterprise/service-management-platform.html?pos=servicemgmt).