Hello ITSM practitioners,

We're happy to announce the biggest GenAI release yet in ServiceDesk Plus that was launched on September 10. Aimed at enabling IT service delivery teams like yours to deliver great experiences while also boosting your service desk productivity, the key GenAI-powered features in this release include:

Ask Zia: An LLM-style conversational virtual agent that supports multi-modal inputs and multi-turn contextual conversations that can:

• Provide instant answers from the KB, serving as the first line of contact for end-users.

• Fetch ticket data and enable technicians to perform ticketing actions without switching windows.

• Help administrators configure and troubleshoot ServiceDesk Plus with summarized answers from the ServiceDesk Plus Cloud admin guide.  

• Help service desk managers with data-driven insights on service desk performance through Analytics Plus.
  

End users can log tickets or discover knowledge articles by conversing with Ask Zia

Technicians can manage tickets conversationally, without losing context

Technicians can perform ticketing actions, like adding notes, by conversing with Ask Zia

Ask Zia Workflow Assist: An AI-powered workflow builder that enables teams to build powerful ITSM workflows with simple conversational prompts—Ask Zia interprets the description of the workflow, or even a reference image, and generates a corresponding workflow.

Ask Zia Workflow Assist can:

• Understand intricate requirements and interpret images to generate workflows.

• Provide suggestions to optimize and troubleshoot the workflow iteratively.

• Configure branching conditions and fix unconnected nodes.

• Generate nodes, such as timers, notifications, and approvals, to meet unique requirements.

• Help troubleshoot workflows by fetching workflow-related help articles from the ServiceDesk Plus Cloud help guide. 

Ask Zia Workflow Assist can interpret conversational prompts and instantly build workflows, even accepting images as inputs

We have also released other GenAI-powered capabilities, including:

Checklist Generator: Instantly create a checklist of items for your technicians to check off as they resolve a ticket.

Instantly generate checklists for technicians

Custom Script Generator: Generate custom scripts (JavaScript snippets) for your templates, helping you with bespoke form customizations beyond the scope of Form Rules. 

Generate custom JavaScript snippets for template customizations

Resolution Assist: Generate resolutions from ticket conversations and ticket details, helping reduce the administrative overhead associated with closing a ticket.

Generate resolutions, with variable lengths, tones, and languages, per your requirements

Enhanced Solution Assist: Leverage retrieval-augmented generation (RAG) to generate knowledge excerpts with citations to KB articles in response to queries within the Ask Zia conversational virtual agent, or when creating and editing tickets. You can learn more about these features here. 

Practice the shift-left strategy with intelligent solution suggestions during ticket creation