ManageEngine: enhancing cloud environments and redefining IT Service Management 

Veronica Martin caught up with Sujoy Banerjee, Associate Director – Middle East at ManageEngine, during GITEX 2024 to discuss how AI-driven solutions can enhance cloud security and how ManageEngine plans to leverage generative AI to revolutionise the future of IT service management.   

How does ManageEngine plan to incorporate generative AI to transform the future of IT service management (ITSM)? 

We are currently focused on integrating AI into all our solutions, with a special emphasis on enhancing our service management offerings. One of our key initiatives involves integrating ChatGPT with our internal tool, Zia. This integration will improve the quality of responses from our support engineers, ensuring they are more contextual and precise. 

Additionally, we are working to automate our ticketing process, reducing the manual workload for our technical teams. This includes automating ticket creation and streamlining workflows, leading to greater efficiency. 

Looking ahead, we aim to take automation to the next level, with more advanced workflow automation in the pipeline. These enhancements are part of our long-term plan to expand AI implementation across all our IT processes, and while some changes will be rolled out soon, there’s much more to come. 

How can AI-driven solutions secure cloud environments to mitigate risks and ensure data safety for businesses? 

Given the rapid shift of enterprise businesses to the cloud, managing security is more critical than ever. As we move forward, we’re focused on identifying potential threats within the cloud environment and addressing them proactively. To this end, we’re developing a solution called “Identity Cloud,” which will strengthen identity management across the organisation, safeguarding key assets. 

This solution will not only protect sensitive information but also help us assess and mitigate risks more effectively. By focusing on identity management as a core component of our security strategy, we aim to offer a robust defence while staying ahead of emerging threats. This is a crucial part of our ongoing efforts within the solution project. 

How does ManageEngine leverage machine learning algorithms to detect anomalies and emerging cybersecurity threats in real-time? 

We are actively addressing these evolving threats, especially with the understanding that technologies like machine learning and AI can be a double-edged sword. While we use them to protect our customers, new threats continue to emerge from the other end. To counter this, we’ve implemented several key measures with our SIEM solution, particularly in our Log 360 product. 

First, we introduced export threat analytics, which allows us to perform deep-level monitoring and blocking, including tracking IP addresses, hosts, and other critical network components. Second, we continuously monitor the processes running behind our applications, ensuring they behave as expected and triggering alerts when anomalies are detected.  

Lastly, we also focus on user activities, particularly around suspicious behaviour, like attempts to exploit the dark web, and work to pre-emptively address these risks. 

These capabilities within Log 360, including threat analytics in the cloud environment, are just one example of how we’re leveraging AI and machine learning to enhance our security infrastructure. 

Image Credit: ManageEngine