Service desk and client management in one product. The AI resolves the requests.

Both include a ticket system, self-service portal, SLAs, knowledge base, problem and change management, asset management and a CMDB. With ServiceDesk Plus, the full scope comes with the Enterprise edition. [1][3]

Zia categorizes and prioritizes tickets, summarizes conversations, suggests solutions and writes knowledge articles. Zia Agents take on tasks such as first-level support and can be built from a description, without code. [9][10] nara also drafts knowledge articles from solved tickets and works with AI agents. The difference is how far the AI takes a request on its own.

ServiceDesk Plus runs up to 15 service desk instances for other departments. [1] nara automates workflows across the company, from onboarding with HR to purchase approvals in procurement.

ServiceDesk Plus is available as a cloud service with EU data centers in Amsterdam and Dublin, and for your own data center. [12] nara runs in the cloud in Germany and carries out actions in your network through nara Edge. For large enterprises, nara can run entirely in your own data center, AI included.

nara distributes software and patches, installs Windows and keeps the inventory, through nara Edge on Windows, macOS and Linux. It is part of the ITSM price. With ManageEngine, software distribution and patches come from Endpoint Central, a separate product with its own license per endpoint and its own technician seats. [2] Devices reported by Endpoint Central become IT assets in ServiceDesk Plus, which count toward the license from Professional. [1][4]

An employee writes in Teams that Windows updates have been failing for days. nara checks disk space and the update service through nara Edge, clears the update cache, restarts the installation and closes the ticket with its findings. You decide which steps need approval. According to ManageEngine, the L1 agent of the on-premises version analyzes the request, searches the knowledge base and sends the relevant solution by email. [9]

In Teams chat, group chats and channels, by Teams call, on a normal phone number, in Slack or in the nara app, in their own language. On the phone, nara recognizes the caller and unlocks the account or resets the password during the call. Anyone who prefers a person presses 0. The ServiceDesk Plus telephony integration shows technicians the caller and up to five open tickets, and in the cloud it is limited to Enterprise. [6]

A new colleague starts on Monday. nara creates her account in Entra ID, assigns the Microsoft 365 license, adds her to the right teams and distribution lists and orders the laptop in the procurement system. nara operates systems without an API through nara Edge, which only opens outbound connections. According to ManageEngine, Zia Agents connect directly to ManageEngine and Zoho products; you connect third-party systems such as Entra ID through your own API tools. [9]

You describe forms, SLAs, approvals, permissions and workflows the way you would explain them to a colleague. nara builds it, shows every step, tests it in a simulated run and only goes live after your approval. Your team learns it in days. For implementation projects ManageEngine itself delivered at organizations with 1,000 to 120,000 users, the vendor lists 3 to 18 months. [13]

In the first one to two weeks, nara works alongside ServiceDesk Plus: it takes tickets, resolves them and documents every case in ServiceDesk Plus. As long as your ManageEngine contract runs, you pay nothing for nara's ITSM, for up to 12 months. When you switch, we move your ticket history, knowledge articles and assets, from the cloud or from your own data center. The full switch takes about six weeks.