# ServiceDesk Plus: Your fast lane to high-value AI for ITSM

ManageEngine blends four kinds of AI—autonomous, generative, predictive, and conversational—on a unified ITSM platform, within contextual touchpoints that will unlock unparalleled efficiencies and experiences for employees, technicians, and process owners.

**High-value AI = Ready-to-deploy + zero added costs + unmetered**

## Enterprise-grade ITSM intelligence that drives service desk excellence

![Next-gen ITSM](https://www.manageengine.com/products/service-desk/ai/images/next-gen-itsm.png)

- An autonomous taskforce of AI agents
- GenAI for daily tasks
- Intelligent predictions across ITSM
- AI-augmented virtual agent for actionable self-service
- Uninterrupted flow of work within Microsoft Copilot
- Choice of LLM provider: Native Zia LLM, ChatGPT, Azure OpenAI, or Google AI Studio

## High-value AI for employees, technicians, and process owners

Zia, the native AI powerhouse in ServiceDesk Plus, is powered by a combination of four AI technologies: **Proprietary ML algorithms, the native Zia LLM, Zia AI agents, and integrations with public LLM service providers.** Built on this powerful and secure AI stack, Zia delivers specific capabilities that make working with a service desk less mundane and more productive for employees, technicians, and process owners.

### For employees

![AI driven employee experience](https://www.manageengine.com/products/service-desk/ai/images/ai-driven-employee-experience.png)

- Ask Zia, GenAI-powered, multi-modal conversational AI companion
- Ask Zia within Microsoft Teams
- Intelligent enterprise knowledge discovery and recommendations
- Public knowledge search powered by Zia LLM, ChatGPT, Azure OpenAI, and Google AI studio
- Text and voice support to request services through Zia

### For technicians

![AI driven ITSM for technicians](https://www.manageengine.com/products/service-desk/ai/images/ai-driven-itsm-technicians.png)

- Intelligent triage, routing, and collaboration
- Response and content generation across ITSM practices
- Generation of knowledge artifacts
- Summarization of ticket conversations
- Sentiment analysis to gauge end-user satisfaction
- Generation of post-incident review (PIR) and root cause analysis
- Automated approvals, asset acknowledgements, and ticket reopening via email replies
- On-demand checklist generation
- Generation of accurate resolutions
- Smart guidance for configuring ServiceDesk Plus

### For process owners

![AI driven ITSM for processowners](https://www.manageengine.com/products/service-desk/ai/images/ai-driven-itsm-processowners.png)

- Cluster analysis and problem prediction
- Change and release risk prediction
- Code generation for low-code custom functions, helping build bespoke automations in seconds
- Generate JavaScripts for form-level automations
- Build workflows from simple descriptions or images
- Intelligent insights extracted and spotlighted by Zia
- Report and dashboard generation through simple natural language prompts*
- Zia Dashboard to track AI usage

### Zia Agents for ServiceDesk Plus

Power your service desk with AI agents that act with swift intelligence and get work done for technicians, end users, and process owners.

### MCP support for ServiceDesk Plus

Bring the ServiceDesk Plus context into your AI with Zoho Model Context Protocol (MCP), and speed up ITSM operations without stitching together rule sets, scripts, or bespoke integrations.

*Powered by an integration with Analytics Plus*

## How can high-value AI in ITSM help you?

ManageEngine believes AI is a utility that will supercharge efficiencies and experiences for all IT teams, irrespective of the organization size or vertical. Zia's native AI capabilities are available in ServiceDesk Plus at no additional cost. Since it can be rapidly deployed, our AI engine starts delivering value right from the get-go.

You can bring your own GenAI model (Azure OpenAI, OpenAI ChatGPT, or Google AI studio) or use the native Zia LLM hosted by ManageEngine, which ensures your data remains secure when using GenAI capabilities.

![](https://www.manageengine.com/products/service-desk/ai/images/highvalue-ai-badge.png)

## The autonomous

Scale and run your service operations autonomously with your very own agentic taskforce. Zia Agents in ServiceDesk Plus are high-value AI agents that don't stop with answering questions; they assimilate context, orchestrate actions across apps, and align with your rules and guardrails.

### Deploy

![Ask Zia agent store - L1 ServiceDesk Specialist handling a ticket](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/ai-agent-deploy-panel-l1-servicedesk.png)

Deploy prebuilt Zia Agents from the Agent Store to autonomously execute different tasks such as delivering L1 IT support, generating KB articles, reviewing major incidents, or drafting diagnostic notes on incoming tickets.

## The generative

Accelerate daily work with GenAI power-ups! Zia can search and extract KB excerpts, summarize tickets, generate code, draft replies, notes, descriptions, and so much more.

### Design

![Zia's workflow assist](https://www.manageengine.com/products/service-desk/ai/images/ai-workflow-assist.gif)

Why spend hours piecing workflows together when Ask Zia can do it for you? Workflow Assist takes your requirements or even a simple sketch and generates complete, ready-to-run workflows in seconds, with smart suggestions to keep every node connected.

## The predictive

Stop the guesswork and put Zia in charge. Zia can intelligently prioritize tickets, assign them to technicians, identify problems, and ascertain change risk. Zia is secure and trained locally with our proprietary ML models.

### Log, triage, and assign

![Ticket categorization using Zia](https://www.manageengine.com/products/service-desk/ai/images/zia-template-suggestions.png)

Zia continuously trains on historical data and suggests the right template, categorizes the ticket, estimates the priority, and puts the right person on the job.

## The conversational

Get work done faster with Ask Zia, the GenAI-powered conversational AI companion that delivers multi-modal, human-like interactions through an LLM-style interface.

### Guide users

![Ask Zia RAG](https://www.manageengine.com/products/service-desk/ai/images/ask-zia-rag.png)

Ask Zia provides instant, context-aware guidance, summarizing relevant tips from internal KBs or public LLMs to help users complete tasks effortlessly.

## How can I measure the adoption and impact of high-value AI?

While there is a steady uptick in interest on AI-driven ITSM, IT leaders need to understand the usage and impact of AI before they go all in. In ServiceDesk Plus, you can precisely measure the usage of every single AI capability, from prediction volumes and sentiment summaries to the number of tokens consumed by users across every LLM. All within one dashboard with versatile data visualizations.

![AI capabilities](https://www.manageengine.com/products/service-desk/ai/images/ai-capabilities.png)