ServiceDesk Plus Masterclass 2026

Welcome to the 2026 masterclass, our free monthly learning sessions, to help you get the most out of your ServiceDesk Plus instance. Each lesson focuses on a specific ITSM module and provides in-depth training on configurations, automations, and customizations. In the Masterclass, you will:

Learn directly from product experts with product focused video lessons.
Get access to lesson summaries and handouts, doubling as quick-reference guides.
Reinforce your learning with short quizzes after each lesson.
Get answers to all your questions.

Become a ServiceDesk Plus expert today!

[Disclaimer] Clicking "Register now" will take you to TrainerCentral website, where our course is hosted. Simply sign up for free and enroll to start learning!

If you wish to register for the Masterclass sessions for the Cloud version of ServiceDesk Plus click here

Why should you register for the Masterclass?

Master the service desk basics:

Configure your instance for IT, HR, or finance with ease. Learn to manage instance-based customizations including regions, roles, and permissions, also optimize mail server settings for seamless communication.

Deploy ITIL®-aligned ITSM practices:

Implement ITIL® certified modules such as request, incident, asset, CMDB, and change management for a frictionless service experience.

Deliver smarter, AI-driven services:

Deploy predictive, conversational, and GenAI purpose-built for every persona. Learn to leverage Ask Zia, the conversational AI companion, and agentic AI capabilities to unlock unparalleled efficiencies.

Unify ITSM and business operations:

Integrate ServiceDesk Plus with your existing IT and business applications. Create a frictionless, one-stop-shop experience that connects your entire enterprise ecosystem.

Discover the latest features:

Join live ask me anything (AMA) sessions with product experts. Get real-time answers and explore new enhancements to maximize your instance’s value.

Gain actionable insights with AI-driven analytics:

Track critical KPIs such as first call resolution and technician load to identify bottlenecks via real-time dashboards. Run custom reports to track data across all ITSM and custom modules.

How it works

Step 1

Click on Register now to enroll for the Masterclass. After clicking, you will be redirected to the TrainerCentral portal where this Masterclass is hosted and available for free.

Step 2

Select Enroll, add your details in the signup form, and click on submit.

Step 3

You are registered and can start learning. New lessons will drop every month, and you will be notified when the lesson is available.

Agenda

February: Getting started with ServiceDesk Plus
March: Modernize your ITSM with high value AI in ServiceDesk Plus
April: Reimagine and set up a powerful request fulfillment engine using ServiceDesk Plus
May: Build powerful, end-to-end incident workflows in ServiceDesk Plus
June: AMA session with the ServiceDesk Plus team
July: Design and implement a fool-proof change management process using ServiceDesk Plus
August: Build a robust, audit-ready IT asset management process with ServiceDesk Plus
September: Establish a well-connected IT ecosystem with powerful IT and business integrations
October: Leverage last-mile customizations to improve operational efficiency using ServiceDesk Plus
November: AMA session with the ServiceDesk Plus team

Certification

Complete all Masterclass lessons and earn a certificate to showcase your ServiceDesk Plus expertise.

Bootcamp

Learn how to setup the essential configurations in ServiceDesk Plus to get your ITSM processes up to speed.

Agenda:

Setting up instance configurations, including sites and regions.
Configuring custom domains for your organization through the ESM directory.
Configuring the mail server and enabling automatic email-to-ticket conversion.
Customizing attributes like category, priority, and level.
Configuring Zia's predictive, generative, and conversational AI features.
Visualizing help desk metrics through prebuilt, custom query reports and dashboards.

Synergy

Establish unified visibility of your IT infrastructure with your assets, projects, and security patches directly within the Service Desk ticket.
Learn how network monitoring automatically triggers an incident ticket before the first user calls.
Deploy software or patches directly from a ticket via our endpoint management integration.

Agenda:

Lesson 1: Integrating ServiceDesk Plus with Log360
Lesson 2: Bridging the gap with ITSM and FSO integration
Lesson 3: Keep track of all your endpoints with Endpoint Central and ServiceDesk Plus integration

Elevate

Watch a walkthrough of the three ServiceDesk Plus editions as we unpack features designed to give your IT team enterprise-grade efficiency.

Agenda:

Get a clear comparison of the Standard, Professional, and Enterprise editions of ServiceDesk Plus and the capabilities they offer.
Explore how you can unlock the next level of ITSM with higher editions of ServiceDesk Plus through real-life scenarios, like incident management and employee onboarding.
Learn how to elevate your ITSM with single-touch workflow automations, contextual integrations, last-mile customizations, and more, offered in the Enterprise edition of ServiceDesk Plus.
Identify which edition best aligns with your organization's service ambitions.