Generative artificial intelligence (Genai) advances with a firm step in the field of IT services management. Manageengine, Zoho Corporation Division, has taken a new step in that direction by incorporating powerful generative capabilities in the cloud version of its Servicedesk Plus platform.
The objective is not only to improve the productivity and experience of users, but also make a difference in how IT departments integrate artificial intelligence into their workflows in a practical, safe and flexible way.
An open strategy for the business ecosystem
Unlike other suppliers, Manageengine has opted for an open approach that offers companies the possibility of choosing which artificial intelligence model they want to integrate into their operations. Customers can opt between ZIA LLM, the company’s own model, available without additional cost, or use external options such as chatgpt or azure openai.
This flexibility is not a minor detail: in a context in which organizations seek to balance costs, performance and privacy, the possibility of choosing the most appropriate model for each task is key. According to the company, this strategy will optimize both the results and the investment in AI, also guaranteeing total control over the data.
Manageengine takes a new step by incorporating powerful generative capabilities in the cloud version of its Servicedesk Plus platform
Generative the performance service
For Manageengine, the true value of AI does not only reside in automating tasks, but in improving decision -making and user support. “As the initiatives of AIs accelerate, it is important to ensure that they are integrated fluidly into the business Ti ecosystem and that they learn and adapt to workflows to make the most of their potential,” says Umasankar Narayanasamy, vice president of Manageengine.
The manager explained that, with the incorporation of the Virtual Agent Ask Zia and new functions promoted by generative, IT teams and service management can benefit from a more agile and efficient support. “We will continue to invest in the development of our own technological pile of the End-To-End, to help customers quickly obtain results in their AI initiatives, at the same time ensuring the highest standards of safety and privacy of the data,” adds Narayanasamy.
Ask Zia: A conversational assistant with multimodal approach
The Virtual Agent Ask Zia has become the central axis of the new Servicedesk Plus experience. Thanks to the integration with generative, now it offers a LLM interface capable of understanding both text and images. This allows you to answer questions, find information at the knowledge base, summarize technical articles or even execute ticket actions automatically.
The result is a more natural and productive experience, in which users and technicians can solve incidents or access complex information without navigating multiple menus or databases. Ask Zia acts as a unified contact point that improves the speed and precision of internal support.
Workflow Assist: From the description to automated flow
Another of the outstanding novelties is Ask Zia Workflow Assista tool designed to accelerate the creation of workflows. From descriptions or images, AI automatically generates visual diagrams with automation suggestions, validations and corrections of disconnected nodes. In practice, this means that a process manager can go from an idea to a complete operating flow in seconds, reducing the time and errors associated with manual design.
Together with these functions, Servicedesk Plus also incorporates the possibility of generating automatic resolutions from previous tickets, creating personalized verification lists or writing javascript code fragments for specific tasks. These capacities reflect how generative AI begins to integrate organically in the daily operations of IT service.
A unified and certified platform
Servicedesk Plus consolidates its position as a comprehensive solution of business services and ITSM, by combining the native with asset management, CMDB and ITIL practices. Available both in local mode and SAAS, the platform is certified by Peoplecert and Pinkverify, which reinforces its reliability for demanding corporate environments.
The company emphasizes that all these functionalities with AI are available in all editions of the Cloud version without additional licenses, which democratizes access to innovation within organizations.
