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.
Read Now
Unleash peak IT productivity with high-value AI for ITSM. No additional costs or add-ons
Orchestrate IT and enterprise service workflows; end to end
Build a single system of record for your CIs, IT, and non-IT assets
Digitize service delivery across IT, HR, facilities, finance, etc
Integrate with IT and business apps you love and rely on
Recognized by multiple international analyst firms, consulting firms, and industry experts.
Cloud-based unified service management platform for digital enterprises
ServiceDesk Plus is an AI-driven 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 Google AI Studio, ChatGPT and 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.
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.
Configuration management database (CMDB)
Visually build relationships between CIs and analyze the business impact of any outages or change implementations.
Problem management
Expedite problem management with AI powered request clustering, PIR and RCA generation. Prevent service disruptions by fixing the root causes of IT problems, with AI-driven problem management.
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.
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
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.
Zia Agents
Power your service desk with an AI taskforce that scales without limits, acts with swift intelligence, and never clocks out.
MCP support
Put your preferred AI agents and LLMs to work across your ITSM operations with the Zoho MCP integration for ServiceDesk Plus.
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.
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.
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
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."
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
Get instant, tailored support
- Ask Zia, the GenAI-powered conversational virtual agent
- Intelligent enterprise knowledge discovery and recommendations
- Public knowledge search
- Text and voice support
For technicians
Resolve issues faster
- Intelligent triage and routing
- Response and content generation
- Summarize ticket conversations
- Sentiment analysis
- Post-incident review and RCA generation
- Knowledge artifact generation
- Automated approvals, asset receipts, and ticket reopening
- On-demand checklist and resolution generation
For process owners
Make decisions with confidence
- Cluster Analysis and Problem prediction
- Change risk prediction
- Code generation for low-code custom functions and JavaScript generation for form-level automations
- Workflow generation from images or descriptions
- Intelligent insights extracted and spotlighted by Zia*
- GenAI-powered report and dashboard generation*
- Zia dashboard to track AI usage