 | Newsletter — July 2026 | | Hi there, Warm greetings from the ServiceDesk Plus team! To commemorate AI Appreciation Day on July 16, we’re dedicating this month’s edition to all things AI in ITSM. We’ll round up every AI capability shipped in ServiceDesk Plus this year and share a seven-step AI readiness playbook for ITSM practitioners that will help them adopt AI sustainably. We’ll also take a look at how BestStart’s lean IT team leverages Zia across 260 locations to ensure seamless service delivery. Then we'll revisit five overlooked features in the on-premises version of ServiceDesk Plus, including AI agents for PIR generation, L1 support, and request summarization. Let's dive right in. | | | Everyone's hasty to roll out AI. That’s the mandate in most organizations. But most AI rollouts don’t fail because of the technology—it's because the data going in is messy, the processes around rollouts are flawed, or because the end-users never got the memo. This free e-book walks you through seven things your IT service desk needs to get right before scaling your AI initiatives. See what it takes to avoid AI inheriting the existing flaws in your practices, down to making people the center of your AI strategy, not an afterthought. Grab your complimentary copy  | | | | Once you’re all caught up on being AI-ready, this is where you can get started with the latest AI features in ServiceDesk Plus. The major theme in our 2026 releases has been centered around leveraging AI to get work done autonomously. Between Zia Agents that handle tasks end-to-end to ML-powered Cluster Analysis surfacing patterns you didn’t know existed, this year’s releases put ServiceDesk Plus in high gear. Get the recap of everything that shipped this year. Read the article  | | | | Resources you can't miss | | A lean IT team and 260 locations: How BestStart Educare delivers service excellence at scale "AI-powered ticket categorization, intelligent recommendations, and predictive analytics have already begun to streamline operations. Looking ahead, we are eager to extend these capabilities beyond IT to other departments." —Chloe Wood, IT support manager, BestStart Educare BestStart Educare runs early childhood education centers across 260 locations in New Zealand, with a lean IT team supporting 5,000 devices and five business units. AI-powered ticket categorization has taken manual triage work off the team's plate, intelligent recommendations help technicians resolve issues faster, and predictive analytics keep service quality consistent no matter the location. Read the customer story  | | | 5 powerful features you've (probably) overlooked in the on-premises version of ServiceDesk Plus Most service desks still operate in reactive mode: chasing approvals, firefighting SLA breaches, and spending hours on follow-ups that should have been automated long ago. This article walks through five high-impact features in the on-premises version of ServiceDesk Plus, that quietly reduce manual effort and tighten day-to-day operations: | • | Request Workflows for stage-gated process automation. | | • | CMDB Relationship Map for impact-aware change planning. | | • | Request Timer Actions for approvals that move themselves. | | • | Custom Widgets that bring external tools into the ticket workspace. | | • | Zia Agents to take routine, repetitive resolutions off your team's hands. | Read the article  | | | | | | That's a wrap on this edition of the ServiceDesk Plus newsletter. We'll be back with more exciting news next month. Meanwhile, stay in touch with us on     Until next time! The ServiceDesk Plus team | | | | © 2026. ManageEngine is a trademark of Zoho Corporation Pvt. Ltd. | | All other company and product names may be trademark of the | | respective companies with which they are associated. | | |
