ServiceDesk Plus expert-led training: Masterclass, Bootcamp & more

ServiceDesk Plus 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 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 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

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

ServiceDesk Plus Bootcamp 2026

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

Kick-start your journey with ServiceDesk Plus 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

Step 1

Click Register now to enroll for ServiceDesk Plus 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 Learning Hub