ManageEngine, a division of Zoho Corporation and an enterprise IT management solutions provider, unveils a major GenAI release in the cloud version of its unified service management platform, ServiceDesk Plus, aiming to enhance productivity.
It also enables customers to choose AI providers for specific capabilities, leveraging the best model for each AI functionality while optimising costs. Users can leverage Zia LLM without additional pay-per-usage costs or choose between public AI providers such as ChatGPT and Azure OpenAI.
“As AI initiatives across enterprises accelerate, it is important to ensure that they seamlessly integrate into the enterprise IT ecosystem and learn from and adapt to workflows to harness the true potential of these initiatives,” said Umasankar Narayanasamy, vice president at ManageEngine.
AI-powered ITSM
The latest update to the cloud version of ServiceDesk Plus includes the following AI features:
- Ask Zia: Now with an LLM-style interface and multi-modal support, the GenAI-powered Ask Zia virtual agent is designed to empower users with instant answers, service desk search capabilities, KB article extraction and summarisation, and ticketing actions.
- Ask Zia Workflow Assist: It serves as a personal workflow expert, helping users move from theoretical blueprints to fully functional workflows in seconds. It also claims to understand descriptive requirements and images and generate visual workflows with suggestions for automations, condition checks, and fixing disconnected nodes.
- In addition to the major features, the GenAI release also includes a range of other enhancements. Users can now generate resolutions from ticket conversations, notes, and past tickets, create checklists, and generate custom JavaScript snippets for template customisations. The system also recommends solutions when users create or edit tickets.
