Measuring AI usage trends, bringing UEM and ITSM closer, and much more!
Newsletter | August 2025
Hey there,
Warm greetings from the ServiceDesk Plus team. As we enter the second half of the year, there are some exciting developments that we’re pumped to share with you.
While AI persists as the dominant technology trend of this decade, including in ITSM, organizations need visibility into AI usage trends and adoption rates to ensure they drive optimal ROI. To that end, we have introduced the Zia
Dashboard in ServiceDesk Plus, helping administrators identify opportunities to double down on AI initiatives, keep tabs on LLM token consumption, sentiment trends, prediction volumes, and usage gaps! Explore now.
Hopping tabs between siloed ITSM and UEM platforms just to view ticket details on one tab and endpoint actions on another is highly inefficient and can be a cumbersome task. This is where ServiceDesk Plus’ seamless native integration with
Endpoint Central, ManageEngine’s UEMS solution, comes in handy. You can perform direct actions on endpoints from within tickets, deploy software and patches remotely, and manage your IT assets with minimal effort from a unified console.
Learn more at the webinar with our product experts on September 2nd at 3pm AEST | 11am BST | 11am CDT. Register now.
Today, IT teams are lean while their IT service desks’ workloads have increased exponentially without proportional hiring, and maintaining IT service continuity is a compulsion, not an end goal. To a technician, a network downtime means putting in
overtime, and each ticket brings them closer to burnout. Wellness initiatives won’t address the root causes of IT burnout, but a tech-led strategy that complements your wellness initiatives and is backed by a modern ITSM solution can. Find out how.
What if we told you both of these are possible through a contextual integration between ServiceDesk Plus and observability solutions
like OpManager Plus and Site24x7? With a contextual use case and a detailed tutorial, this guide helps you and your service desk deliver on your uptime goals. Explore this integration now.
Implementing strategies to expedite your incident response is just one piece of the puzzle—but how do you know if those strategies are truly working? One helpful metric is mean time to repair (MTTR), which helps you understand how effective your
technicians are at diagnosing and fixing an IT issue, as measured over a defined time period. MTTR measures how much time it takes to get services back online to the previous working state. Explore MTTR as a service desk metric.
That's a wrap on this edition of the ServiceDesk Plus newsletter. We'll be back with more exciting news next month.
