Role-Based Programme
RB0014

ChatGPT for Information Technology

Practical AI Skills for Smarter IT Workflows

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using ChatGPT across common Information Technology activities and support workflows.
  • Apply structured prompting techniques for troubleshooting, technical documentation, scripting, incident analysis, and IT communication.
  • Use ChatGPT to analyse logs, configuration files, technical documents, spreadsheets, and operational information.
  • Improve productivity across IT support, application management, infrastructure, development, testing, and knowledge-management activities.
  • Create reusable AI-assisted IT workflows while applying appropriate validation, security, privacy, and human technical judgement.

Tools covered

ChatGPTGenerative AIPrompt EngineeringChatGPT SearchFile UploadsData AnalysisCode & Script AssistanceProjects

Who should attend

  • IT Support Professionals
  • Service Desk Engineers
  • System Administrators
  • Network & Infrastructure Professionals
  • Application Support Professionals
  • Software Developers
  • QA & Testing Professionals
  • DevOps Professionals
  • Cloud Operations Professionals
  • IT Operations Teams
  • Business Systems Analysts
  • Technical Consultants
  • IT Project Professionals
  • IT Team Leads & Managers

Prerequisites & Participant Readiness

  • Basic understanding of Information Technology concepts and workplace IT processes
  • Familiarity with common applications, systems, infrastructure, or support activities
  • Basic understanding of technical documentation is helpful
  • Basic scripting or programming awareness is beneficial for selected exercises but not mandatory
  • Basic computer and internet proficiency
  • No previous ChatGPT experience required
  • Participants should not enter passwords, production credentials, confidential source code, or sensitive infrastructure information unless permitted by organisational policy

TOC Modules

Concepts
  • Understanding ChatGPT and Generative AI within an IT environment
  • Identifying appropriate applications across support, operations, development, documentation, and troubleshooting
  • Understanding AI assistance versus technical verification and engineering judgement
  • Recognising hallucinations, outdated technical information, security risks, and confidentiality considerations
Practical activities
  • Exploring ChatGPT through common IT-related requirements
  • Comparing basic and structured prompts for the same technical task
  • Identifying repetitive IT activities suitable for AI assistance

Scenarios

IT Incident to Resolution & Knowledge Article

Incident Description → Logs → ChatGPT Analysis → Possible Causes → Troubleshooting Steps → Technical Validation → Resolution → Knowledge Article

Participants use ChatGPT to structure the investigation of a sample IT incident, analyse supporting evidence, prepare troubleshooting actions, and convert the validated resolution into reusable support documentation.

Technical Change to Implementation Readiness

Change Requirement → Technical Analysis → Risk Identification → Script / Configuration Support → Test Cases → Implementation Checklist → Rollback Plan

Participants use ChatGPT to support the preparation of a controlled IT change, improving documentation, testing coverage, technical readiness, and communication while retaining human approval over execution.

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