ManageEngine has introduced new tools aimed at enhancing IT operations and workforce efficiency across Latin America, including the launch of Generative AI in ServiceDesk Plus and the MSP Central platform for managed service providers (MSPs). These solutions are designed to optimize workflows, improve decision making, and support retention and engagement of IT personnel, says the company.
“AI must work for the business, delivering insights and efficiency tailored to actual operational requirements,” says Wilson Calderón, Associate Technical Director of ManageEngine for Latin America, to MBN. This approach underpins Zoho Corporation’s strategy to simplify workflows while providing actionable insights for IT staff.
Zoho Corporation, an Indian software company with over 28 years in the market, operates through several divisions, primarily ManageEngine for IT management and cybersecurity solutions, and Zoho for enterprise management including HR and business administration. ManageEngine, originally branded as AdventNet, evolved into a provider of more than 45 commercial IT solutions by 2006. Its MSP Central platform helps managed service providers streamline operations across technological environments, while the recently launched Generative AI, called ZIA, integrates with both Zoho and ManageEngine applications to improve efficiency and decision-making.
ZIA leverages machine learning and predictive algorithms to categorize cases, prioritize requests, suggest solutions, monitor cybersecurity, and generate performance alerts. It functions as a conversational agent, enabling employees to report issues or request access using natural language, while predicting potential resolutions for IT staff. According to Calderón, these capabilities help organizations reduce operational friction and maintain system reliability.
“Latin America has been critical in adapting our solutions for Spanish-speaking markets,” Calderón says. Local teams in Colombia and Mexico have been key in ensuring that software, websites, and AI interfaces are fully localized in Spanish and culturally aligned with users, he adds. Calderón says that local adaptation is essential: while the software is global, each organization has unique needs, and AI must learn from specific contexts rather than relying solely on generalized outputs. This approach has supported consistent regional growth of over 24% annually, with Mexico as its most significant market.
The company also focuses on talent development and retention in Latin America. “The future of IT talent in Latin America requires proactive cultivation and continuous development,” says Calderón. Manage Engine implements programs such as six-month immersive internships, masterclasses in AI, cybersecurity, and digital transformation in collaboration with local universities, and ongoing training in emerging technologies.
Gender equity is a priority, with recruitment and team-building efforts designed to provide equitable opportunities for female engineers, ensuring diverse perspectives in problem-solving and innovation.
Celebrating ten years in the region, Manage Engine reaffirms its long-term commitment to Latin America. Calderón says that the company will continue investing in local talent and infrastructure while leveraging global expertise to drive innovation and strengthen the regional IT ecosystem.
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