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ManageEngine ServiceDesk Plus

About ManageEngine ServiceDesk Plus

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 in the product are powered by proprietary AI technologies and other AI solutions such as OpenAI's ChatGPT and Microsoft Copilot. It is available both on-premises and in the cloud. It offers native AI capabilities across all editions without additional costs. It provides low-code capabilities to create and deploy custom modules, forms, configurations and reports.

Products

  • ServiceDesk Plus: Combines IT service management, IT asset management, and CMDB with enterprise service management for departments like HR, facilities, and finance.
  • Zia: Handles end user requests on demand through text and voice conversations.

Used for

  • Triaging, routing, assigning, and sentiment-analyzing incoming tickets
  • Handling end user requests through text and voice conversations
  • Accessing public knowledge and generating low-code scripts
  • Generating responses and summarizing requests
  • Creating and deploying custom modules, forms, configurations and reports

Who it is for

  • Departments including HR, facilities, and finance
  • IT infrastructure and operations (I&O) teams

From ManageEngine ServiceDesk Plus's own website, read 2026-10-24. How we build listings.

How to evaluate ITSM Platforms

This is how the CIOPages Research Team evaluates this category. It is not an assessment of ManageEngine ServiceDesk Plus. It comes from our Enterprise Service Management (ESM) buyer guide.

25%
ITSM Core
Incident, problem, change, request management; ITIL 4 alignment; CMDB accuracy; SLA/XLA tracking
20%
Enterprise Workflow
Non-IT service catalogs (HR, Facilities, Legal), low-code workflow builder, cross-department orchestration
20%
AI & Automation
AI virtual agents, auto-classification, predictive intelligence, knowledge recommendations, generative AI
15%
Self-Service & Experience
Service portal, mobile app, conversational interface (Teams/Slack), employee experience metrics
10%
Integration & Platform
API-first architecture, iPaaS connectors, ITOM integration, observability tool integration, SSO/SCIM
10%
Reporting & Analytics
Real-time dashboards, custom reports, trend analysis, executive scorecards, benchmarking data

CIOPages put this listing together from public sources. It’s information, not an endorsement. How we build listings. Work here? Claim this listing or .

Quick Facts

www.manageengine.com/products/service-desk
CategoryIT Service Management
SubcategoryITSM Platforms
DeploymentOn-premises, Cloud

We publish a detail only when we can point at the page it came from. Know when ManageEngine ServiceDesk Plus was founded or where it is based? Send it to us, free.

Keep reading

Buyer Guide
AI Service Desk & Employee Support Agents
Job 01
Decide where AI goes in the business

The board wants an AI plan, and every function wants to go first.

Job 04
Control technology spend

AI is billed per use, so its cost grows with adoption while the rest of the budget is under review.