Moussa Solutions is pleased to announce the successful implementation and integration of Ollama-powered local AI with ManageEngine ServiceDesk Plus On-Premises for a metal fabrication company in Texas, United States. The project involved upgrading ManageEngine ServiceDesk Plus to Build 16000 and deploying the GPT-OSS 120B large language model on dedicated, locally hosted infrastructure.
This integration introduces AI-powered capabilities into the organization's IT Service Management (ITSM) environment, helping automate service management tasks, improve incident management, streamline knowledge management, and enhance overall IT service delivery.
Local AI Infrastructure
A dedicated workstation was configured to host Ollama and run the GPT-OSS 120B model. The infrastructure includes:
- LLM Platform: Ollama
- AI Model: GPT-OSS 120B (MXFP4)
- GPU Acceleration: 2 × NVIDIA GPUs with 12 GB VRAM each (24 GB combined)
- System Memory: 256 GB RAM
- Processors: Dual Intel Xeon processors (48 cores each)
- Integration: ManageEngine ServiceDesk Plus On-Premises
The model uses a combination of GPU acceleration, system memory, and CPU resources. Since the full model cannot fit entirely into the available GPU memory, the system uses hardware offloading.
Three AI Agents Implemented
We configured and integrated three AI agents in ManageEngine ServiceDesk Plus to automate key IT service management activities:
- L1 Support Agent: Suggests relevant knowledge base solutions and emails them to requesters.
- Request Resolution Agent: Automatically generates and populates request resolution details.
- Incident Review Summariser: Generates post-incident reviews and adds them to request notes.
Additional AI-Powered Capabilities
ManageEngine ServiceDesk Plus also supports a wide range of AI features through local LLM integration, including:
- Request & Incident Management: Request summarization, post-incident reviews, sentiment analysis, approval prediction, and reopen prediction.
- Communication & Writing: AI-generated replies, writing assistance, content refinement, and technician assistance during live conversations.
- Knowledge Management: Automatic solution generation, context-aware knowledge base suggestions, and external solution discovery.
- Conversational AI: Ask Zia for natural-language IT service management operations through supported MCP tools, chatbot-based LLM conversations, and automatic request template prediction.
These capabilities help organizations reduce repetitive work, improve service management workflows, streamline incident management, and make organizational knowledge more accessible to IT teams and end users.
The additional capabilities listed above are supported options; their availability depends on configuration, permissions, and the ServiceDesk Plus environment.
The Role of Moussa Solutions
Moussa Solutions handled the technical implementation, including:
- Upgrading ManageEngine ServiceDesk Plus On-Premises to Build 16000.
- Preparing and configuring the dedicated AI workstation.
- Installing and configuring Ollama.
- Deploying the GPT-OSS 120B model.
- Integrating the local LLM with ServiceDesk Plus.
- Configuring and implementing the three AI agents.
- Testing the integration and validating AI-assisted ITSM workflows.
Our objective was to bring practical AI capabilities into the organization's existing ITSM infrastructure while maintaining control over its AI hosting environment.
Project Outcome
This project demonstrates how a locally hosted LLM can be integrated with an enterprise IT Service Management platform to support real-world IT operations.
By combining ManageEngine ServiceDesk Plus, Ollama, and GPT-OSS 120B, the organization now has a foundation for AI-assisted IT service management, automated documentation, knowledge management, incident reviews, and conversational ITSM operations.
Rather than treating AI as a separate tool, this implementation brings AI directly into existing ITSM workflows, helping technicians work more efficiently and improving the overall service delivery experience.
About Moussa Solutions
Moussa Solutions helps organizations implement, integrate, and optimize enterprise IT solutions, including ManageEngine products, IT Service Management platforms, infrastructure solutions, and AI-powered automation.
We believe AI should deliver practical value by improving everyday operations, reducing repetitive work, and helping IT teams work more efficiently.
Interested in integrating local AI with your ITSM environment?
Contact Moussa Solutions to discuss how local LLMs, Ollama, and ManageEngine ServiceDesk Plus can support your organization's IT service management strategy.
Client Confidentiality
Due to privacy and confidentiality requirements, we are unable to disclose the name or identifying details of the metal fabrication company involved in this project. We respect our clients’ privacy and are committed to protecting their information and maintaining the confidentiality of our business relationships.
