Build and deliver smart service experiences across IT and beyond
ServiceDesk Plus, ManageEngine's AI-driven unified service management platform, empowers IT and enterprise service teams to design, automate, deliver, and manage critical IT and business services.
ManageEngine is positioned in the 2025 Gartner® Magic Quadrant™ for AI applications in ITSM.
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Unleash peak IT productivity with high-value AI for ITSM. No additional costs or add-ons.
Streamline IT operations with intelligent automation and workflows.
Empower your team with AI-driven insights and analytics.
Deliver exceptional service experiences across your enterprise.
Deliver exceptional service experiences across your enterprise.
Recognized by multiple international analyst firms, consulting firms, and industry experts.
Cloud-based unified service management platform for digital enterprises
ServiceDesk Plus is a service management solution that combines IT service management, IT asset management, and CMDB with enterprise service management capabilities for departments including HR, facilities, and finance.
Embedded AI-capabilities—powered by proprietary AI-technologies such as our own Zia LLM, and other AI-solutions like OpenAI's ChatGPT and Microsoft Azure OpenAI—in ServiceDesk Plus enable service delivery teams to infuse intelligence within their existing ITSM practices and workflows seamlessly.
Incident management
Respond to incidents faster with AI-driven ticket triage, routing, incident response workflows, summaries, and post-incident reviews.
Service request management
Automate IT service delivery, scaling from simple hardware requests, all the way up to large-scale employee onboarding.
Change and release management
Streamline planning, approval, and implementation of changes as well as releases through automated workflows.
Project management
Create projects, manage resources, track progress, and integrate projects with requests and changes to fine-tune your overall IT service delivery.
Configuration management database (CMDB)
Visually build relationships between CIs and analyze the business impact of any outages or change implementations.
Single-touch visual workflow automation
Turn your complex IT and business processes into hyper-efficient, automated workflows, and trigger them with just a single touch.
Predictive intelligence
Boost productivity through automated ticket triage, routing, assignment, and end-user sentiment analysis using an ML-based prediction engine.
LLM style conversational AI assistant
Handle end user requests, and aid technicians in ticketing actions on-demand through text and voice conversations on Zia.
GenAI features
Leverage LLMs to generate low-code scripts, responses, summarization of requests and through Zia, ChatGPT, and Microsoft Azure OpenAI.
Workflow automation
Design ticket workflows on a drag-and-drop canvas with multiple stages and statuses, and actions like notifications, field updates, approvals, and orchestrate with more than 95 applications using Zoho Flow actions
IT asset management
Track and manage IT and non-IT assets, through agent-based, barcode, network scans, and more. Ensure compliance using integrated software license management and seamlessly integrate with other ITSM processes.
Multi-instance model for enterprise service management
Manage multiple service desk instances with clear data and process segregation for multiple departments, such as facilities, HR and IT.
No-code automation
Boost your service desk team's productivity. Relieve your service desk team from repetitive service desk chores by setting up efficient automations.
Tightly integrated with the ManageEngine Ecosystem
Take advantage of the deep native integrations with ManageEngine's wide spectrum of IT products, helping unify your IT management, across disciplines.
Customization
Build a service desk that your business demands. Tailor fit your service desk attributes and processes to meet your business objectives.
ServiceDesk Plus, a world-class IT and enterprise service management platform
Don't take our word for it. Hear what our customers have to say about us.
"Not only does the tool give us all the functionality we need, but it is also extremely cost-effective compared to other industry-leading products."
"We were into 75% of resolving end user queries. After implementing ServiceDesk Plus we reached 98.8% which was a good number for us in terms of handling queries in priority basis."
"ServiceDesk Plus is a user-friendly, customizable, and feature-rich ITSM solution that has significantly improved our IT service delivery."
"Over 90% of the customer issues were resolved within specified SLAs. This is a successful ITSM project—one we can claim as a benchmark in Kuwait."
"Our KPIs are looking really good with ServiceDesk Plus. About 80% of our incidents are resolved within 24 hours, and about 98% of our service requests [are fulfilled] within 72 hours."
ServiceDesk Plus. Your fast lane to high-value AI in ITSM
Zia, the native AI assistant in ServiceDesk Plus is powered by a convergence of three AI technologies: proprietary ML algorithms, the native Zia LLM, 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
- Ask Zia, GenAI-powered, multi-modal conversational AI companion
- Intelligent enterprise knowledge discovery and recommendations
- Public knowledge search powered by Zia LLM, ChatGPT, and Azure OpenAI
- Text and voice support to request services through Zia
- Conversational workflows that spur self-service
For technicians
- Intelligent triage and routing
- 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 reviews to accelerate RCA
- Automated approvals, asset acknowledgements, and ticket reopening via email replies
- On-demand checklist generation
- Generation of accurate resolutions
For process owners
- Incident clustering for problem prediction
- Change 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