Newsletter — February 2026

2025 was certainly the year that enterprise AI went mainstream. We at ManageEngine hopped on that train, too, with a strong AI release cadence. ManageEngine was recognized in the Gartner^® Magic Quadrant^™ for AI Applications in IT Service Management, and the biggest GenAI release yet went live in the cloud version of ServiceDesk Plus. Learn more.

This February, Zia Powered Collaborator Suggestion and Zia Cluster Analysis went live, enabling intelligent swarming to the right experts and case clustering for similar requests. Additionally, Ask Zia can now be your default landing page for requesters, and the new Google AI Studio integration empowers you to use Gemini models to power the GenAI suite within the cloud version of ServiceDesk Plus. Learn more.

Comprehensively defining incident severity levels is key to efficient SLA management, minimizing your MTTR, and ensuring business continuity. Accurate prioritization hinges on the assignment of appropriate severity levels, helping you kick-start relevant response workflows, assign the relevant technical experts, and align recovery efforts with business impacts. Read the best practices guide.

Every modern enterprise has unique business requirements and practices that need to be codified and orchestrated to boost productivity. ServiceDesk Plus can help you orchestrate your service delivery and IT operations through meaningful, contextual integrations with over 200 applications. Learn more.