When evaluating ITSM platforms and specifically their AI capabilities, CIOs, IT directors, IT administrators, and service desk managers need an objective evaluation framework that positions ITSM vendors relative to each other and identifies their strengths. This report delivers insights on:
ServiceDesk Plus is the AI-driven unified service management platform from ManageEngine, the enterprise IT management division of Zoho Corporation. Offering choices of both third-party and proprietary AI technologies including a native LLM, ServiceDesk Plus unlocks unparalleled efficiencies that help organizations design, manage, and deliver exceptional IT and business services.
It can be deployed both on-premises and as a SaaS solution and is an ideal choice for organizations looking for a value-oriented enterprise and IT service management platform that is secure and scalable.
A blend of predictive, generative, and conversational AI capabilities for IT process owners, technicians, and end users at no additional cost. You start delivering ROI from day one. Explore AI in ServiceDesk Plus.
Our global presence including 18 data centers and a robust partner ecosystem, helps us deliver seamless ITSM platform implementation services for our customers, irrespective of their scale of operations or industry vertical.
Our native large language model (built on top of open-source foundation models) is hosted by ManageEngine. This gives our customers the confidence of knowing that their AI workloads are processed in a controlled and private environment.
From workflows to GenAI-powered conversational virtual agents and code generation, our plug and play AI capabilities help teams spend less time configuring and more time driving productivity.
Not only does the tool give us all the functionality we need, but it is also extremely cost-effective compared to other industry-leading products.
We were into 75% of resolving end user queries. After implementing ServiceDesk Plus we reached 98.8% which was a good number for us in terms of handling queries in priority basis.
ServiceDesk Plus is a user-friendly, customizable, and feature-rich ITSM solution that has significantly improved our IT service delivery.
Over 90% of the customer issues were resolved within specified SLAs. This is a successful ITSM project—one we can claim as a benchmark in Kuwait.
Our KPIs are looking really good with ServiceDesk Plus. About 80% of our incidents are resolved within 24 hours, and about 98% of our service requests [are fulfilled] within 72 hours.
Gartner, Inc., Magic Quadrant for Artificial Intelligence Applications in IT Service Management, Chris Matchett, Rich Doheny, Chris Laske, Ankita Hundal, 9 September 2025
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