Ask Zia virtual agent, workflow automation, and script generation enhance productivity at no additional cost for IT teams
ManageEngine, the enterprise IT management division of Zoho Corporation, has unveiled its most significant Generative AI release yet for ServiceDesk Plus, aimed at transforming IT and enterprise service management. The update introduces Ask Zia, a GenAI-powered virtual agent, Workflow Assist, and a Script Generator, all available at no extra cost to customers.
“In today’s enterprise, AI must embed seamlessly into workflows to deliver real value.” — Umasankar Narayanasamy, ManageEngine
The new capabilities build on ManageEngine’s strategy of giving organizations the freedom to choose between its proprietary Zia LLM or public AI providers like ChatGPT and Azure OpenAI, optimizing both flexibility and cost-efficiency.
“With the Ask Zia virtual agent and other embedded AI-enabled features, IT and enterprise service teams can now achieve faster resolutions, automated workflows, and improved employee experiences,” said Umasankar Narayanasamy, Vice President at ManageEngine. “Our focus is on integrating AI into existing enterprise IT ecosystems in a way that drives productivity, while ensuring security and privacy remain uncompromised.”
“We’re giving IT and service teams GenAI capabilities with no additional cost or complexity.” — Umasankar Narayanasamy, ManageEngine
Key highlights of the release include:
- Ask Zia Virtual Agent with multi-turn, contextual conversations and multimodal support for ticketing and knowledge base queries.
- Workflow Assist, which transforms requirements or images into complete workflows, offering automation and error-check suggestions.
- AI-powered Script Generator and enhanced resolution recommendations to reduce manual intervention.
Adding to the momentum, ManageEngine announced its debut in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM, recognized as a Niche Player. The recognition, the company said, underscores its ability to deliver cost-effective, scalable, and AI-driven ITSM solutions globally.
With this release, ManageEngine positions ServiceDesk Plus as a value-oriented AI-driven ITSM platform designed for rapid time-to-value, high productivity, and enterprise-grade security.
