ManageEngine named in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM

We're proud to announce that ManageEngine has been recognized in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM. This recognition comes after Gartner's comprehensive evaluation of our Completeness of Vision and Ability to Execute.

We believe this recognition reflects our commitment to making AI-driven ITSM cost-effective, easy to implement, and scalable to meet modern enterprises' growing needs.

What we believe led to this recognition

Here's a breakdown:

1. AI that delivers value without the paywall

At ServiceDesk Plus, we believe that the real test of AI isn’t how futuristic it sounds, but how practically it helps people get work done at an optimal ROI.

To this end, we've built a blend of predictive, generative, and conversational AI capabilities within the platform to make service management smarter and more efficient. All of ServiceDesk Plus' AI offerings are built with these three enterprise personas in mind—end users, IT technicians, and process owners.

The best part? They are not locked behind add-ons or premium tiers.

2. Enterprise grade execution built to scale securely  

At ManageEngine, our approach to AI is to make it contextually available within all of our products. Our native large language model, Zia LLM, is powered by open source foundation models and hosted within ManageEngine data centers to ensure that customers' AI workloads are processed in enterprise-grade security environments.

3. Effortless deployment through plug and play AI capabilities

Our focus on reducing implementation friction enables IT and business teams to spend less time configuring and more time driving productivity. From workflows to GenAI-powered conversational virtual agents and code generation, our solution ensures organizations are all set to go, right out of the box, without expensive implementation overhead.

4. Worldwide presence that helps us meet customers where they are

Having a strong presence across major regions continually allows us to support global organizations with the expertise, scale, and reliability their IT initiatives need. Our global customer base spans every industry, and our robust partner ecosystem helps us deliver quality implementation services through local support and regional expertise.

A glimpse of our biggest GenAI release yet for ServiceDesk Plus

We continue to enhance ServiceDesk Plus with intelligent, practical AI capabilities designed to simplify service management. From smarter workflows to more versatile conversational virtual agents, we help enterprises work faster, smarter, and more efficiently.

To that end, we just announced the biggest GenAI release for ServiceDesk Plus, that will empower end-users, technicians, and process owners to attain unprecedented productivity levels.

A more versatile, enhanced, and multimodal Ask Zia

Ask Zia has taken a major leap forward, evolving into a more powerful conversational virtual agent. Powered by large language models and retrieval augmented generation (RAG), it provides deeper contextual understanding, supports multi-turn conversations that ensure more context-aware and continuous conversations, and provides more reliable insights. Beyond text, Ask Zia is now multimodal, enabling users to interact through other formats like images and voice. This flexibility ensures that employees and IT teams can engage with Ask Zia in the way that’s most convenient for them, getting their busywork accomplished with natural-language prompts.

An AI-assisted workflow builder

Manually designing and building workflows from scratch can be time-consuming, especially with multiple trial-and-error iterations. With Ask Zia Workflow Assist, service desk teams can move from concept to execution in seconds and with fewer errors. Teams can interact through natural language prompts, import workflow images from other instances, or use flowcharts to provide their designs and requirements. Ask Zia would then design the workflow, suggest steps, conditions, and logic, streamlining workflow creation and acting as your own personal workflow expert!

A bunch of other powerful GenAI releases

Our latest GenAI release also encompasses other features that streamline service desk team operations and supercharges individual productivity.

With these updates, they can:

• Generate intelligent resolutions by drawing context from ticket conversations, notes, and past tickets.

• Draft instant to-do lists for everyone in the team in the click of a button.

• Generate custom JavaScript snippets to adapt templates to the service desks' needs.

• Provide contextual knowledge base summaries and excerpts during ticket creation with RAG-powered recommendations; deflecting tickets before they are even logged.

Take the next steps on your AI-driven ITSM journey with ServiceDesk Plus

With years of proven experience and successful implementations benefiting leading enterprises, ServiceDesk Plus is the ideal partner to help you deliver best in class IT and business services.

By seamlessly combining ITSM essentials, asset management, and a CMDB with enterprise service management capabilities, ServiceDesk Plus is equipped to help organizations derive maximum value from their IT investments. Powered by proprietary AI technologies including a native LLM, the platform is an ideal choice for organizations looking for a value-oriented enterprise and IT service management platform that is smart, secure, and scalable.

Want the full picture? Read the report to see why ManageEngine was recognized in the 2025 Gartner® Magic Quadrant™ for AI Applications in ITSM.