Supercharge your IT mastery with Freshworks

Today’s IT leaders are pushing towards simplicity, getting rid of complexities, and venturing into uncharted territories where they can make a difference. The companies of today and tomorrow value productivity, personalization, and convenience. But, how to plan for our tomorrow when our today is locked down? Freshworks has some or all the answers to your burning IT-related questions. 

Start unboxing IT with Freshworks today, at your convenience. From anywhere, any time and any pace. 

Ready to unbox IT with Masterclass?


Expand your IT horizons today

Together with 10+ leading industry leaders and technology visionaries, we will #UnboxIT together at ITSM Masterclass - A world-class symposium where we will explore the possibilities with IT and how digital transformation is reshaping businesses globally. 


 The Freshworks ITSM Masterclass series is designed to cater to the needs of current and aspiring IT   professionals who will go on to humanize the IT service experience of the future. Each session is carefully crafted to ensure everyone has something to learn about transformational success and experiences 
from great companies.   


As the role of IT becomes increasingly popular and prominent around the world, you can make sure you’re staying ahead of the curve by just joining our Masterclass. We believe it is an excellent platform to understand IT better, with stories about the evolution of user behavior, the significance of designing IT services that interact with humans, and the benefits of adapting to an experience first economy.

Take a look at the amazing topics we’ll talk about in the below section...

Masterclass Schedule

Wednesday, August 12

Enterprise Service Management

The role of marketing in an organization keeps changing as the company grows. It even varies from one organization to the other. What are some of the constants you can count on? What are the areas in which the rest of the company will always depend on marketing?

Monday, August 17

High Velocity IT

Hiring is the most important people-management task to do. You have to figure out how you can identify and train your potential hires so that you end up with a well-rounded team. How can you go about the hiring process?

Thursday, August 20

Knowledge Management

By April Allen

Sunday, August 23

Resilience at Work

By Karen Ferris

Wednesday, Aug 26


By Abbas Kudrati

Saturday, August 29

Cloud Service Management

By Siddharth Pareek

Tuesday, September 01


Product marketing is often misunderstood as it lies at the convergence of your sales, product, and marketing teams. What exactly does being a product marketer entail and what are they trying to achieve?

Friday, September 04

Business Relationship Management

By Beatrice

Monday, September 07

Elevating IT to get a Seat at the Table

By Sonali Mukherjee

Thursday, September 10

SRE (Site Reliability Engineering)

By Biswajit

ITSM Masterclass Instructors

Abbas Kudrati

Award-winning CISO
Lead Chief Cybersecurity Advisor, Microsoft Asia

Abbas Kudrati, a long-time cybersecurity practitioner and CISO, is Microsoft Asia’s Lead Chief Cybersecurity Advisor for the Cybersecurity Solutions Group. He also serves as an executive advisor to Deakin University, LaTrobe University, HITRUST ASIA, EC Council ASEAN, and to several security and technology start-ups.

Karen Ferris

Author, Speaker, Coach, and Mentor
Organizational Change Management

Karen is self-professed service management and organizational change management rebel with a cause. Acclaimed internationally as an author and speaker, with industry acknowledgment of her reputation as a Thought Leader, she provides both strategic and practical advice and insights
to her audiences.

Prasad Ramakrishnan

Chief Information Officer &
Chief Information Security Officer at Freshworks

Prasad is an innovator in a “Cloud First” ecosystem and has successfully transitioned companies from a traditional IT architecture to a user experience enhanced cloud-only architecture. He has hands-on experience with managing core infrastructure,
Cloud platforms, and SaaS applications.

Siddharth Pareek

Digital Evangelist
DevOps, Agile, Cloud & Digital Transformation

Siddharth is currently vice president (Consulting) and leading a DevOps Center of Excellence practice for a European bank. He is a digital evangelist known for DevOps and cloud transformation primarily for the banking and finance industries. He’s also a renowned enterprise agile and lean coach.

Beatrice Leistenschneider

IM&T Regional Business Partner
APAC Region

As an IT Business Partner at Givaudan, the world's leading Fragrance & Flavors company, Beatrice's role is to build strong & meaningful relationships between IT and key Business stakeholders. Her main objective is to build trust in order to identify opportunities, bring innovation, pro-activity & support value delivery from IT.

Mark Smalley

Writer, Speaker, Trainer, Bridge Builder
Lead Editor ITIL 4 High-velocity IT

Mark is a writer, speaker, trainer and bridge-builder. He is Content Architect at Giarte, IT Management Consultant at Smalley.IT, and Delivery Partner for GamingWorks' The Phoenix Project and MarsLander business simulations. Mark is a contributor to bodies of knowledge such as DevOps, IT4IT, ITIL, VeriSM and XLA.

Romnick Acabado

Senior DevOps Leader
APAC Region

Romnick Acabado is a passionate DevOps Leader. He is also active as a DevOps Institute's Global Ambassador and CDF Foundation Ambassador in the Philippines. He supports, engages, and empowers the Humans of DevOps through interactions and collaboration with other ambassadors.

April Allen

Knowledge Management Leader
KCS Training & Certification | Consulting | Recruitment

Aprill Allen is a specialist knowledge management consultant and certified Knowledge Centered ServiceⓇ trainer, helping enterprises and startups provide better customer service at scale. Recognized internationally as Knowledge Bird, she has been a contributing author to industry publications

Biswajit Mohapatra

Global Delivery Leader
Cloud Migration @ IBM

Biswajit is Thought Leader in Hybrid Multicloud transformation with excellence in strategy consulting, practice development, technology innovation, delivery management and building inspired teams. Biswajit is CIO of the Year 2019, Turn Around Strategy 2020 and Super Hero CIO 2020 Award winner.

Sonali Mukherjee

Senior IT Relationship Leader
Businesses | Processes | Procedures

Sonali has over 21+ years of professional services experience with 17+ years with large multinational professional services organization in India. She is a certified Business Relationship Manager from BRMi, PMP & Scrum certified, certified innovation and change management leader from ISB India.

With the Moderator

Suresh GP

Managing Director, TaUB Solutions | HDI Top 25 Influencers in ITSM | BRM Institute Ambassador | DOI Ambassador | CBRM

Suresh has over 18 Years of IT experience specializing in IT Service Management, IT Governance, Agile, DevOps, and Business Relationship Management. He also does Consulting, Training, Simulations, and Implementation services for DevOps to Fortune 2000 organization. Suresh was also awarded the top 25 thought leaders in service management for 2017 by HDI.