# 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.

## 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](https://www.manageengine.com/products/service-desk/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.

## 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

Leverage Ask Zia for round-the-clock support and surface relevant solution excerpts to drive shift-left strategies. Generate and manage solution articles using the power of GenAI. Supercharge your IT team's efficiency.

![AI-enabled self-service for manufacturing production staff](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/mfg-feature-cards-ai-self-service.png)

### Secure IT services that align with industry regulations

Deploy best IT service management practices to help you comply with industry regulations like ISO 27001 and protect PII and other sensitive data. ServiceDesk Plus can help you enforce ITSM best practices, which in turn can push you closer to compliance.

![Secure IT services aligned with industry regulations for manufacturing](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/mfg-feature-cards-secure-it-services.png)

### Maximum service continuity with AI-driven incident management

Leverage smart assistance for your incident response with intelligent predictions, GenAI-powered knowledge, and smart overviews for quicker resolutions. Between intelligent triage and case clustering to identify underlying incident trends, ServiceDesk Plus works hand in hand with your IRT.

![Maximum service continuity with AI-driven incident management for manufacturing](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/mfg-feature-cards-incident-management.png)

### Precision in service delivery orchestration with digital workflows

Design workflow automations for complex processes across your sites on a drag-and-drop visual workflow builder. Codify complex business logic into your IT service delivery. Put your IT team’s productivity on autopilot.

![Precision service delivery orchestration with digital workflows for manufacturing IT](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/mfg-feature-cards-digital-workflows.png)

### IT and non-IT industrial asset management

Track and manage all IT and non-IT industrial assets throughout their life cycle using network scans, barcode/QR scans, and CSV imports. Gain complete visibility into your asset estate with a tightly integrated native CMDB.

![IT and non-IT industrial asset management for manufacturing](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/mfg-feature-cards-asset-management.png)

### Streamline your IT change management and leverage AI-driven change risk predictions

Whether they’re ERP patches, DB upgrades, OS patches for SCADA, or hardware changes—use Zia’s ML-driven change risk predictions and eliminate both manual error and effort. Streamline change planning, rollout, reviews, and approvals with ServiceDesk Plus.

![AI-driven change management and risk predictions for manufacturing IT](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/mfg-feature-cards-change-management.png)

## 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 log in 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.

![Ask Zia chat interface in ServiceDesk Plus surfacing solution articles for end-user self-service](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/ask-zia-self-service-kb-management-servicedesk-plus.png)

## 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.

![AI-generated post-incident review for manufacturing IT with root cause and resolution steps](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/retail-it-ai-generated-post-incident-review.png)

![Digital workflow for manufacturing incident routing and resolution](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/retail-it-digital-workflow-automation.png)

![Observability integrations for manufacturing IT monitoring](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/retail-it-observability-integrations.png)

## 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

![ServiceDesk Plus showing Zia AI clustering related incidents into a single problem record](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/zia-incident-clustering-correlation-servicedesk-plus.png)

### Expedite root cause analyses with Zia’s GenAI reports

![Zia GenAI-generated RCA report in ServiceDesk Plus listing root causes, contributing factors, and recommended actions](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/zia-genai-root-cause-analysis-report-servicedesk-plus.png)

## 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

![ServiceDesk Plus visual workflow builder showing automated JML onboarding steps across IT, HR, finance, and facilities](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/automated-workflow-onboarding-orchestration-servicedesk-plus.png)

### Generate workflows in seconds, using Ask Zia

![Ask Zia prompt interface in ServiceDesk Plus generating an automated workflow in seconds](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/ask-zia-workflow-generation-servicedesk-plus.png)

## 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](https://www.manageengine.com/products/service-desk/it-asset-management/). ServiceDesk Plus offers multi-modal scan support—for network scans, barcode/QR scans, unified discovery agents, and comprehensive hardware and software management.

You can also track contracts and financial management of every asset. Additionally, track every relationship and dependency within a tightly integrated [native CMDB](https://www.manageengine.com/products/service-desk/itsm/it-cmdb-software.html).

### Asset management

![ServiceDesk Plus asset inventory listing IT and non-IT assets with lifecycle status, scan source, and asset details](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/it-non-it-asset-inventory-servicedesk-plus.png)

Gain complete context on your asset environment, whether you’re tracking IT or non-IT assets.

### Asset financials

![Asset details page in ServiceDesk Plus showing purchase cost, depreciation schedule, and financial summary](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/asset-cost-depreciation-tracking-servicedesk-plus.png)

Track asset costs and depreciation from within the asset details.

### CMDB

![ServiceDesk Plus CMDB showing configuration item relationship map with asset dependencies](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/cmdb-configuration-relationships-dependencies-servicedesk-plus.png)

Get full visibility into your configurations, relationships, and dependencies within a tightly integrated, native CMDB.

[Asset management in ServiceDesk Plus](https://www.manageengine.com/products/service-desk/it-asset-management/it-inventory-management-software.html)

## 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.

### Purchase Management

![ServiceDesk Plus purchase order form showing PO details, vendor info, quantity, cost, and approval status](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/purchase-order-management-approvals-servicedesk-plus.png)

Document purchase orders, purchase quantity and cost, approvals, and more.

### Contract Management

![ServiceDesk Plus contract management view showing contract details, renewal deadline, and proactive alert notification](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/contract-management-renewal-alerts-servicedesk-plus.png)

Document your contract, renewal deadlines, and get proactive renewal notifications.

[Learn how to create a Purchase Order in ServiceDesk Plus](https://www.manageengine.com/products/service-desk/purchase-management.html)

## 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, trigger compliance violations, and put 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](https://www.manageengine.com/products/service-desk/self-service/), end-to-end automated workflows, and custom request templates, you can tailor your facilities service delivery to your unique business requirements.

### Space Tree

![ServiceDesk Plus Space Tree displaying building floor plans, spatial hierarchy, and facility location dependencies](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/facilities-space-tree-spatial-dependencies-servicedesk-plus.png)

Track spatial dependencies and every space within your facilities.

### Facilities Management

![ServiceDesk Plus centralized facilities management dashboard listing all facilities with status and service metrics](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/centralized-facilities-management-interface-servicedesk-plus.png)

Manage all your facilities from a centralized interface.

### Facility Ticket

![ServiceDesk Plus facility ticket showing location-specific fields, HVAC request category, and assigned technician](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/facility-ticket-contextual-data-servicedesk-plus.png)

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.

[Explore Integrations](https://www.manageengine.com/products/service-desk/integrations/)

## Frequently asked questions

### 1. How does an ITSM solution support manufacturing IT operations?

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.

### 2. What ServiceDesk Plus features help manufacturing IT teams?

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.

### 3. How does ServiceDesk Plus help with ERP and SCADA system changes in manufacturing?

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.

## Keeping your IT security in mind, we adhere to industry security standards