Choose ServiceDesk Plus to ensure that every gear turns and system works
Keep production-critical IT production infrastructure running with an AI-driven unified service management platform.
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How does an ITSM platform help manufacturing industries?
From machine vision tools to industrial robots or IoT gateways to sensors and actuators—modern manufacturing industries are dependent on a wide range of technologies and services. With production operations depending on widespread IT infrastructure—be it your ERP systems, the engineering applications, or the network and endpoints that keep it all running, your IT teams need an ITSM platform to give them full visibility and control over business critical IT infrastructure and IT services.
When SAP goes down, production scheduling stops. When a network switch fails, the production floor loses connectivity. Manufacturing IT teams carry enormous operational responsibility and need an ITSM platform engineered to match.
ServiceDesk Plus unifies IT incident management, in case of network downtimes, or whenever endpoint incidents strike, IT change enablement , to manage ERP patch rollouts, DB upgrades, SCADA server OS patching, and service request management, to handle component, access and asset requests; and so much more.
In short, ServiceDesk Plus helps manage the IT that keeps your OT running.
By standardizing your IT service processes, enforcing best practice workflows, and coordinating service delivery across multiple sites and locations, an ITSM tool empowers manufacturing service teams to ensure optimal resource allocation and utilization, and operational resilience.
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When you prioritize surgical and dimensional precision
in your industrial tools, why compromise on your IT tooling?
ServiceDesk Plus is the right ITSM tool with the best fit into your IT infrastructure, and here’s why.
AI-enabled self service for production staff; AI-enabled KB management for service desk staff
Secure IT services that align with industry regulations
Maximum service continuity with AI-driven incident management
Precision in service delivery orchestration with digital workflows
IT and non-IT industrial asset management
Streamline your IT change management and leverage AI-driven change risk predictions
AI-enabled self-service and KB management: For production and service desk staff alike
Building a comprehensive KB and driving self-service can help alleviate your IT service desk’s workload. But in most cases, knowledge is either disparately stored and insufficiently documented, or left untouched, growing stale. Without sufficient visibility and end-user awareness, your service desk could be stuck dealing with repetitive tickets that don’t require their attention.
AI-enabled assistance
- Ask Zia helps end-users log incidents and service requests alike, whether you’re facing production halts or stuck trying to login to your corporate account. They can even self-resolve their issues when Ask Zia conversationally surfaces and suggests relevant solutions without depending on your technicians.
AI-enabled KB management
- Solution Generator helps generate comprehensive solution articles of customizable length, tone and language
- Solution Assist helps surface and recommend relevant solutions at the time of ticketing or through Ask Zia
Minimize losses and maximize uptime with AI-driven incident management and preventive maintenance
Detect early warning signs by ingesting alerts from monitoring and observability tools. When incidents occur, whether equipment failures, inventory discrepancies, or cybersecurity threats, follow ITIL-aligned practices to meet defined SLAs. Leverage AI-driven incident management capabilities and end-to-end automated workflows to expedite resolutions. You can log resolutions and PIRs within the ticket, enabling easier incident resolutions in the future.
Stay ahead of equipment failure and breakdown by scheduling preventive maintenance tasks. Machine systems and manufacturing software need to be polished and up-to-date to prevent sudden downtimes and production halts. ServiceDesk Plus helps you streamline your preventive maintenance initiatives.
Detect incident patterns. Drill down into root causes. Diffuse repeat disruptions—all with Zia
Identify potential problems faster by letting Zia sort through incoming tickets, intelligently correlate related incidents, and notify stakeholders when patterns emerge. Instead of working on tickets individually, your teams can then associate surfaced incidents to a single problem record and focus on eliminating the underlying cause. Leverage Zia to generate detailed RCA reports that summarize root causes, contributing factors, and recommended actions. Initiate end-to-end problem workflows designed with AI-assistance that accelerate resolutions and reduce recurrences.
Intelligently correlate similar incidents with AI-powered clustering
Expedite root cause analyses with Zia’s GenAI reports
Streamline onboarding and offboarding processes of your production staff
Your HR teams can often be swarmed with high volumes of JML processes. Empower your HR desk to automate their JML life cycle management with ServiceDesk Plus. Set up automated workflows for employee onboarding, offboarding, and transfers to standardize, streamline, and speed up these routine processes with ease.
Orchestrate your HR teams’ JML processes with your IT teams for company assets, privileged access, and user account provisioning; your facilities team for seating locations; your finance team for payroll onboarding; and your legal team for contract signing and document verification—all from within a single-touch workflow.
Orchestrate automated service delivery at scale, across the business teams in your enterprise.
Generate workflows in seconds, using Ask Zia.
Manage all your assets with a tightly integrated asset management module and a CMDB
Maintain uptime and deep asset visibility with ServiceDesk Plus, through scan, discovery, and tracking of all your IT and non-IT assets. ServiceDesk Plus offers multi-modal scan support–for network scans, barcode/QR scans, unified discovery agents and comprehensive hardware, software management, etc.
But it doesn’t end there. You can track the contracts and financials management of every asset. If that’s not enough, you can track its every relationship and dependency, within a tightly integrated native CMDB.
Gain complete context on your asset environment, whether you’re tracking IT or non-IT assets.
Track asset costs and depreciation from within the asset details.
Get full visibility into your configurations, relationships, and dependencies within a tightly integrated, native CMDB.
Stay on top of your procurement with the in-built purchase and contract management modules
Your manufacturing operations run on a web of vendor relationships, equipment purchase orders and service contracts. A missed renewal or an untracked purchase order can snowball into production delays, compliance gaps, or budget overruns.
ServiceDesk Plus brings your purchase and contract management to your service teams, helping avoid juggling between tools. Track POs from request to fulfillment, manage vendor details and get proactive alerts before contracts lapse. Whether it’s a bulk spares order, or a contract or software license renewal, ServiceDesk Plus keeps every procurement activity visible, auditable, and on schedule.
Document purchase orders, purchase quantity and cost, approvals and more.
Document your contract, renewal deadlines and get proactive renewal notifications.
Apply ITSM best practices to streamline controlled environment and facilities management
Manufacturing facilities are often more than just office spaces. They are production critical environments, where a malfunctioning HVAC, or an unreported spill in a storage area could lead to losses in production output, triggers compliance violations and puts your staff at risk.
ServiceDesk Plus empowers you to extend proven ITSM practices to your facilities operations, helping you log and categorize facility requests. Whether they’re HVAC servicing, pest control or safety inspections, you can define SLAs for response and resolution, automate your maintenance schedules and swarm the right teams with requests suited to their specialization. With a dedicated self-service portal, end-to-end automated workflows, and custom request templates, you can tailor your facilities service delivery to your unique business requirements.
Track spatial dependencies and every space within your facilities
Manage all your facilities from a centralized interface
Log contextual data relevant to each facility in the respective facility ticket
Plug and play your favorite IT and business apps
ServiceDesk Plus offers plug-and-play integrations with more than 200 applications, including Microsoft Teams, Entra ID, Slack, ManageEngine Endpoint Central, ManageEngine ADManager Plus, and Zoho Flow. This ensures your IT service delivery remains seamlessly aligned with your broader IT and business ecosystem as you scale.
Entra ID
Slack
ManageEngine Endpoint Central
ManageEngine ADManager Plus
Zoho Flow
Zoom
Microsoft Copilot
Confluence
Microsoft Teams
Dynatrace
Jira
Firewall Analyzer
Entra ID
Slack
ManageEngine Endpoint Central
ManageEngine ADManager Plus
Zoho Flow
Zoom
Microsoft Copilot
Confluence
Microsoft Teams
Dynatrace
Jira
Firewall Analyzer
Entra ID
Slack
ManageEngine Endpoint Central
ManageEngine ADManager Plus
Zoho Flow
Zoom
Microsoft Copilot
Confluence
Microsoft Teams
Dynatrace
Jira
Firewall Analyzer
Entra ID
Slack
ManageEngine Endpoint Central
ManageEngine ADManager Plus
Zoho Flow
Zoom
Microsoft Copilot
Confluence
Microsoft Teams
Dynatrace
Jira
Firewall Analyzer
Learn how ServiceDesk Plus can help you reimagine manufacturing service delivery operations.
Keeping your IT security in mind, we adhere to industry security standards
Frequently asked questions
An ITSM solution supports manufacturing IT operations by providing centralized visibility and control over the IT infrastructure that keeps production running—ERP systems, engineering applications, OT networks, and endpoints. It standardizes incident, change, and request management across multiple sites; enables proactive monitoring and alert ingestion; and aligns IT performance with production outcomes to minimize downtime and maximize operational resilience.
ServiceDesk Plus helps manufacturing IT teams with AI-driven incident management and preventive maintenance scheduling, Zia-powered problem management for root cause analysis, ITIL-aligned change management for ERP upgrades and SCADA OS patching, asset management and CMDB for full infrastructure visibility, purchase and contract management for procurement tracking, and facilities management to extend ITSM best practices to operational environments across all sites.
ServiceDesk Plus provides structured change management workflows that allow manufacturing IT teams to plan, assess, and execute ERP patch rollouts, database upgrades, and SCADA server OS patching with confidence. Teams can set up multi-stage CAB approvals, risk assessments, automated notifications, and rollback procedures—ensuring that critical system changes are implemented smoothly without disrupting production operations.