ServiceDesk Plus Cloud Masterclass 2026

Free monthly expert-led video lessons with Q&A, handouts, and quizzes.

Welcome to the 2026 masterclass, our free monthly learning sessions, to help you get the most out of your ServiceDesk Plus Cloud 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.

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 Cloud 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

Expert-led ServiceDesk Plus training sessions
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.

Step 4

Once you complete the course, you will automatically receive a MasterClass completion certificate to your registered email address, from TrainerCentral.

Agenda

  • February: Getting started with ServiceDesk Plus Cloud
  • March: Modernize your ITSM with high value AI in ServiceDesk Plus Cloud
  • April: Reimagine and set up a powerful request fulfillment engine using ServiceDesk Plus Cloud
  • May: Build powerful, end-to-end incident workflows in ServiceDesk Plus Cloud
  • June: AMA session with the ServiceDesk Plus Cloud team
  • July: Design and implement a fool-proof change management process using ServiceDesk Plus Cloud
  • August: Build a robust, audit-ready IT asset management process with ServiceDesk Plus Cloud
  • 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 Cloud
  • November: AMA session with the ServiceDesk Plus Cloud team
ServiceDesk Plus Cloud Certificate

Certification

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

ServiceDesk Plus Cloud Bootcamp 2026

Get your service desk up and running with an expert-led training session.

Kick-start your journey with ServiceDesk Plus Cloud through this bootcamp designed to help you set up your service desk instance with confidence. Whether you're new to ServiceDesk Plus or looking to revisit the fundamentals, this session covers the key configurations every admin should have in place to get the service desk up and running the right way. In this Bootcamp, you will:

  • Learn from product experts with step-by-step guidance to enable email-to-ticket conversion, launch AI features, and build basic reports and dashboards.
  • Understand essential features clearly so you know exactly how to get started.

Why register for this bootcamp?

Get your setup right

Avoid trial and error with a guided approach that helps configure your service desk using ITIL-aligned best practices.

Put AI to work

Discover Zia’s predictive, generative, and conversational capabilities and learn how to enable them in your instance to improve efficiency.

Track performance with actionable insights

Learn how to create basic reports and dashboards to monitor key service desk metrics.

Set up the ESM directory for scalable service delivery

Learn how to configure custom domains, create instances for multiple departments, manage users across instances and enable SAML authentication.

Ready to get started? Here’s how

Expert-led ServiceDesk Plus training sessions
Step 1

Click Register now to enroll for ServiceDesk Plus Cloud Bootcamp 2026. After clicking, you will be redirected to the TrainerCentral portal where this bootcamp is hosted and available for free.

Step 2

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

Step 3

You are enrolled and ready to start learning. Use the discussion forum to ask questions and take part in the conversation.

Session agenda

Learn how to:

  • Set up instance configurations, including sites and users.
  • Configure custom domains for your organization through the ESM directory.
  • Configure the mail server and enable automatic email-to-ticket conversion.
  • Customize attributes like category, priority, level, etc.
  • Configure Zia's predictive, generative, and conversational AI features.
  • Visualize help desk metrics through prebuilt, custom query reports and dashboards.

ServiceDesk Plus Cloud Elevate 2026

Unleash the full potential of ServiceDesk Plus Cloud and drive up your ITSM productivity.

You rely on ServiceDesk Plus Cloud as your system of record for tickets. But as your service management needs grow and business expectations around IT productivity increase, your IT team needs to automate, orchestrate, and run processes autonomously.

Join this expert-led webinar to explore the full breadth and depth of capabilities in ServiceDesk Plus Cloud that let you autopilot JML processes, orchestrate incident response faster, and meet IT asset audit requirements in alignment with compliance standards.

In this webinar, you will:

  • Explore how Zia Agents take your Enterprise ITSM operations to the next level.
  • Understand your current usage and advance up the service management maturity ladder.
  • See real-life scenarios for incident response and employee onboarding.
  • Discover how ITAM, CMDB, problem, change, project management, and service catalog work together.
  • Explore automation, integrations, and AI capabilities that improve service delivery.
  • Understand how ServiceDesk Plus Cloud supports service excellence across HR, Facilities, Finance, Legal, etc.

Why attend this webinar?

Unlock more ways to streamline and elevate your IT service management

You may already be using ServiceDesk Plus effectively for your everyday IT operations. This session will help you discover capabilities that can take your service desk further.

Automate ITSM with Zia Agents

See how Zia Agents can automate and orchestrate ITSM processes, and explore the advanced capabilities available in the Enterprise edition.

Go beyond ticket management

As IT environments become more complex, managing tickets is only one part of service management. Explore how ServiceDesk Plus Cloud can bring intelligence and orchestration to every ITSM practice.

Learn through real-life scenarios

We will show how different ServiceDesk Plus capabilities can come together to address practical IT and business challenges.

What you'll take away

  • Govern every IT asset

    Discover how to maintain audit-ready trails, track software compliance, and manage the full financial life cycle of every IT asset—so you're always prepared, never caught off guard.

  • Orchestrate incident response end-to-end

    Go from reactive firefighting to proactive incident detection, AI-driven resolution, and permanent root cause fixes—faster than your current process allows.

  • Automate joiner, mover, leaver processes

    Eliminate manual handoffs between IT, HR, Legal, and Payroll—and run employee onboarding and offboarding end-to-end with zero back-and-forth.

  • Build a zero-touch service desk

    Use Zia Agents, Service Catalog, and AI-powered tools like code generation and risk prediction to handle expanding workloads autonomously—without growing your team.

  • Connect your entire IT ecosystem

    See how to integrate ServiceDesk Plus Cloud with Zoho Flow, Qntrl Circuits, Microsoft Teams, Azure DevOps, and Site24x7—and make every tool work as one connected system.

Ready to take your service desk to the next level? Here's how

Expert-led ServiceDesk Plus training sessions
Step 1

Click Register now to enroll for ServiceDesk Plus Cloud Elevate Webinar 2026. After clicking, you will be redirected to the TrainerCentral portal where this bootcamp is hosted and available for free.

Step 2

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

Step 3

You are enrolled and ready to start learning. Use the discussion forum to ask questions and take part in the conversation.

Session agenda

Learn how to:

  • Harness Zia Agents and AI—available in the Enterprise edition—to automate and orchestrate ITSM workflows end-to-end.
  • Strengthen incident response with automation, SLA management, and real-time collaboration in ServiceDesk Plus Cloud.
  • Manage IT assets, purchases, and contracts with full visibility and audit trails using cloud-based ITAM.
  • Extend ITSM with problem, change, project management, service catalog, and CMDB all natively connected in the cloud.
  • Streamline employee onboarding and offboarding across teams and departments using joiner, mover, leaver automation.
  • Connect workflows with Zoho Flow, Qntrl Circuits, and third-party integrations including Microsoft Teams, Azure DevOps, and Site24x7.
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