Empower your workforce to achieve more while GenAI does the heavy lifting, both tactical and strategic.

GenAI is a type of AI that can create text, images, audio, video, and even code in a novel fashion, i.e, it does not rely on predefined rules to generate content but rather uses advanced, deep learning models. In ITSM, GenAI helps technicians, end users, and process owners cut down on the time spent on daily work, such as drafting replies, searching the KB, and authoring solution articles.

AI is simply a broad term that can be applied to any system that exhibits intelligent behavior and automatically performs a function which would have otherwise required a human to act on it. GenAI is a subset of AI where advanced GenAI models generate multi-modal content, be it text, images, videos, code, or even 3D renderings, which mimic human-generated content.

Here's a list of all the GenAI capabilities in ServiceDesk Plus:

• Workflow Assist: Generate and optimize workflows in seconds.
• Reply Assist: Generate and refine contextual replies for ticket conversations.
• Text Assist: Generate content for rich text fields like descriptions.
• Resolution Assist: Generate resolutions from ticket conversations or past resolutions.
• Conversation Summary: Summarize ticket conversations, notes, descriptions, etc.
• Solution Generator: Draft solution articles for the KB with prompts.
• Ask Questions: Run searches through public LLMs or Zia LLM for answers.
• Solution Assist: Retrieve solution articles in a summarized form with citations.
• Code Generator: Extend application capabilities by generating scripts.
• Request Auto Approval: Approve requests by letting Zia interpret email replies.
• Asset Acknowledgement: Acknowledge asset receipts through email replies.
• Microsoft Teams: Ask questions in the Teams chatbot and get AI-powered responses.

Zia LLM is ManageEngine's native, enterprise GenAI model (based on open-source models like Llama and Qwen) that can be utilized by customers at no additional cost. It is one among three LLMs that can be used to fuel the GenAI capabilities in ServiceDesk Plus. We don't use customer data to train or fine-tune Zia LLM. This way, we ensure the highest standards of data privacy that have come to define ManageEngine's business philosophy.

ServiceDesk Plus integrates with OpenAI ChatGPT and Microsoft Azure OpenAI on a bring-your-own-key (BYOK) model. BYOK requires you to obtain the relevant API keys from the third-party LLM service provider (ChatGPT or Azure OpenAI) and use them to integrate ServiceDesk Plus with the LLM. Please check the data privacy notice of the selected LLM service provider for their terms and conditions before enabling the integration.