With the rise of AI, service managers are looking for ways to meaningfully integrate AI into their workflows, focusing on efficiency and accuracy while improving service quality. To quickly get started with AI in your ITSM processes, we present five powerful AI capabilities in ServiceDesk Plus - ManageEngine's AI-powered unified service management platform - that many organizations have yet to discover.
We'll show you how ServiceDesk Plus empowers your entire organization - from end users to technicians and process owners - with AI-powered tools that automate tasks, streamline workflows, and increase productivity.
1. RAG-driven Solution Assist
Many organizations are building extensive knowledge bases (KBs) where proven solutions to common incidents and problems are documented. The aim is to provide users with quick access to relevant information so that they can diagnose and resolve simple issues on their own, without having to contact the service desk every time. Despite this, it is common that users are not aware of these resources or know where to find them, meaning that a lot of valuable knowledge remains untapped. In addition, some end users still prefer direct contact with technicians. Here, Zia Solution Assist offers a new way to make the full potential of the knowledge base visible and accessible.
When users interact with the conversational AI assistant Ask Zia, Solution Assist automatically identifies the meaning of the question, retrieves the relevant knowledge base article through RAG (Retrieval-Augmented Generation) and summarizes the content with the support of Zia LLM. In addition, the extracted answer can be automatically attached to the ticket confirmation email using $SolutionAssist, providing fast, accurate and secure solutions directly to the user.
Expected results:
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Fewer L1 cases thanks to self-solving
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Increased use of the knowledge base where it is applicable
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More capacity for technicians to focus on larger incidents and other priority tasks as the volume of L1 cases decreases
This can be done within Ask Zia or during case creation/editing. During the creation or editing of requests, intelligent solution suggestions are displayed.
You can ask Ask Zia for extracts from KB with citations to articles, or create incidents.
2. Conversation Summary and Reply Assist to reduce administrative burden
Conversation summary
Managing tickets often means sifting through long email conversations to understand the big picture of an issue. ServiceDesk Plus addresses this administrative burden through Conversation Summary. This generative AI feature is designed to provide immediate context for ticket conversations, allowing technicians to quickly learn the context.
This reduces the time technicians spend reading through long conversation histories, especially during handoffs, escalations, or when returning to an older case. By instantly providing concentrated, relevant information, technicians can save valuable time that would otherwise be spent reading parameters and communications - such as subject, description, notes, resolution and email threads.
Conversation Summary summarizes email threads and provides a quick overview of the context.
Reply Assist
Reply Assist plays a key role in cutting down on administrative work. Powered either via the built-in Zia LLM or via public LLM service providers such as ChatGPT or Azure OpenAI, technicians can draft, paraphrase or refine their replies - generating responses with minimal effort, with multilingual support for IT teams managing service in multiple locations around the world.
The combination of Conversation Summary and Reply Assist creates a powerful and synergistic loop for administrative efficiency. Conversation Summary gets technicians up to speed with the context, while Reply Assist allows them to formulate professional, accurate and timely responses with minimal effort.
Expected results:
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Reduced administrative burden for technicians
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Less time spent reading through long email threads and ticket communications
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Less time spent writing responses to end users for the tickets created
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Central system administrator and service desk team enables to serve end-users globally in larger organizations via multilingual support
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Improved service quality and employee experience
Zia Reply Assist generates customized, multilingual replies to end users based on your input.
Tip: Zia in ServiceDesk Plus offers you a choice of preferred LLMs from Zia LLM, OpenAI's ChatGPT and Microsoft's Azure OpenAI. Zia LLM. ManageEngine's own LLM is powered by open-source models and hosted in ManageEngine data centers. Prompts to Zia LLM, end data, and generated output do not leave ManageEngine's data center, ensuring the highest standards of data privacy while making generative AI functionality available. You can even choose a different AI provider for each GenAI-powered function.
3. Zia Problem Prediction: Proactive problem alerts on autopilot
In a world where IT service departments typically react to incidents, correlating incidents and identifying the root of problems is often a challenge. Zia's predictive AI helps you analyze incident trends and patterns to identify and group similar incidents as potential problems that need to be addressed.
Problem Prediction intelligently alerts technicians when defined incident thresholds are reached, while eliminating the time normally spent analyzing and identifying which incidents could be linked to the same root cause. Instead, technicians are alerted when these thresholds are exceeded, allowing them to work on identifying and resolving the root directly.
Expected results:
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Technicians spend less time identifying issues in long ticket queues and can instead quickly focus on root cause analysis (RCA) and action
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Eliminates the cognitive load of going through dozens of cases to find patterns
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More capacity to focus on IT transformation initiatives and change management thanks to faster RCA and reduced incident frequency
Zia Problem Prediction identifies incident patterns and sends proactive alerts for quick action.
4.Zia Sentiment Analysis: Intelligent insights of the end-user experience
Sentiment analysis provides real-time insights into the emotional tone of end-user conversations and can thereby measure end-user satisfaction. Zia intelligently interprets whether a user's interaction expresses joy, frustration, anger or neutrality. By identifying negative sentiment early on, technicians can adjust their communication style and take appropriate action on the matter to improve the user experience.
Beyond individual interactions, the Technician Sentiment Summary widget in the Zia Dashboard displays sentiment identified during an individual technician's interactions with end users. This dashboard widget empowers service desk managers and administrators by enabling continuous skill development of technicians as well as improvement of communication style and service delivery, based on data-driven insights and real-time feedback.
Expected results:
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Data-driven insights into the end-user experience in real-time, instead of reactive surveys after the case is closed
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Enables ITSM teams to drive continuous, measured improvements to service processes and technician training
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Ability to take real-time corrective action when negative sentiment is expressed
Sentiment analysis reveals end-user sentiment by analyzing ticket communications.
5. Zia Code Generator for customized low-code automations
One of the most powerful applications of generative AI in ServiceDesk Plus is its Code Generator, specifically designed for low-code custom functions. Code Generator enables users without advanced coding backgrounds to create customized automations themselves. By lowering the threshold for development, more people are empowered to contribute to process improvements, strengthening the organization's digital competence and promoting innovative ways of working.
Expected results:
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Reduced dependence on specialized development teams
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Greater agility to quickly build out and adapt processes
Zia Code Generator helps you create customized, last-mile automations with Deluge scripts.
Conclusion
ServiceDesk Plus' commitment to AI with high business value lies in offering pre-integrated, powerful AI capabilities that are carefully designed to solve real-world problems faced by IT service professionals. And the best part? The AI capabilities in ServiceDesk Plus are available without hidden overhead or licensing hassles, making advanced AI capabilities available to organizations of all sizes without undue cost or complexity.
Other AI features in ServiceDesk Plus include automatic asset detection, ticket categorization and prioritization, and solution suggestion generation, with more features to simplify day-to-day work.
Do you want to experience how ServiceDesk Plus can boost your IT service management with AI in practice? Try it for free today and take the next step towards a more proactive and intelligent service desk.
