Introducing ServiceDesk Plus' biggest GenAI release ever

AI is transforming ITSM and organizations are racing to adopt AI to boost productivity, simplify operations, and enhance experience. However, integrating AI into ITSM practices can be complex, and getting it right requires careful planning around data, workflows, and governance to manage the implementation risks and ensure the solution aligns with day-to-day needs.

At ServiceDesk Plus, we focus on delivering solutions that are both powerful and profoundly practical for IT teams. That's why we're proud to introduce the biggest GenAI release in the cloud version of ServiceDesk Plus, which includes a transformative set of AI-powered tools built to supercharge productivity, simplify complex workflows, enhance experience, and unlock real ROI. Ready to use and available at no additional cost, these features are tailored to meet the needs of end-users, IT technicians, and process owners alike. From context-aware conversational support to transforming ideas into actionable workflows, and guiding technicians through checklists and resolutions, this release brings practical, purpose-driven AI to the heart of service delivery.

With this milestone release, teams can stop worrying about the hurdles of AI implementation and focus on what truly matters—resolving problems swiftly and delivering exceptional service. Here's a glimpse of the new GenAI tools that empower teams to get more done with less effort.

Ask Zia: A conversational AI companion that makes
work effortless

At the core of this release is Ask Zia, which has become so much more than a simple virtual agent. Ask Zia transforms the way IT teams work, turning complex tasks into simple conversations with the power of GenAI. Equipped with an LLM-style interface, Ask Zia now serves as the primary touchpoint for users, offering a smooth, conversational experience. It preserves context to handle multi-turn conversations to provide human-like guidance and deliver contextual insights, making it a valuable conversational AI companion for end-users, IT technicians, and process owners alike.

Ask Zia doesn't just answer questions. It searches across service desk data, summarizes knowledge base articles, helps technicians perform ticket actions like updating statuses or adding notes, and generates reports and insights in real time for process owners. This means you can finally say goodbye to navigating menus and switching between screens, and boost productivity and experience since everything you need is right there in one dynamic conversation with Ask Zia.

Ask Zia can be powered by your choice of Zia LLM, ChatGPT, or Azure OpenAI, and its multi-modal capabilities mean you can interact with it using text, voice, or images.

Workflow Assist: From ideas to workflows in seconds

Designing workflows used to be a time-consuming task reserved for experts. What if you could build a perfect workflow without ever getting bogged down in the technical details? That's the promise of Workflow Assist. This powerful GenAI feature takes the complexity out of workflow design by accepting natural language descriptions or images as input. It then generates a complete workflow, intelligently suggesting the best automations and condition checks, and even resolves disconnected nodes. By handling the tedious backend work, it helps process owners cut down the time and effort needed to build or modify workflows. This not only accelerates productivity but also ensures operational consistency, turning a once-specialized task into a simple, efficient part of your day.

The suite of other GenAI features

With GenAI woven throughout the platform, ServiceDesk Plus also provides a host of other features designed to boost efficiency across your service desk.

• Resolution Generator: Technicians can now generate resolutions from a mix of conversations, notes, and past incidents, allowing them to close tickets faster with accurate, context-aware solutions.
• Checklist Generator: Create detailed checklists, reducing errors and ensuring step-by-step consistency in troubleshooting or onboarding processes.
• Zia Script Generator for custom scripts: Generate custom JavaScript snippets for template customizations, enabling technicians to tailor forms without deep coding expertise.
• Solution Assist: Provide RAG-powered solution summaries while users create or edit tickets, guiding them toward the right fixes.

Ready to experience AI that works for you?

With this release, ServiceDesk Plus builds on its commitment to deliver AI-powered capabilities. Our goal is to make ITSM work for every organization by supercharging productivity, eliminating friction, and helping realize tangible ROI. The best part? All of this comes at zero additional cost.

Our commitment to developing responsible AI tools that work effectively is supported by our inclusion in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM. This recognition is a testament to our dedication to providing cost-effective, easy-to-implement, and scalable AI solutions for the modern enterprise. Access the full report here.

Recognition like this motivates us to continue building and delivering AI solutions that are both powerful and easy to adopt. We encourage you to try these powerful new features and see how they can make your service delivery smarter, faster, and more efficient than ever before. Try ServiceDesk Plus today.