Role-Based Programme
RB0132

Claude for Information Technology

Practical AI for Technical Support, Code & IT Workflows

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using Claude across common Information Technology activities and technical workflows.
  • Apply structured prompting techniques for troubleshooting, code assistance, technical analysis, documentation, and IT communication.
  • Use Claude to analyse logs, configuration files, code, technical documents, spreadsheets, and other approved IT information.
  • Apply Web Search and Research to investigate current technical issues, technologies, vendor information, and implementation options.
  • Build reusable AI-assisted IT workflows using Projects and Artifacts while maintaining security, confidentiality, technical validation, and human judgement.

Tools covered

ClaudeGenerative AIPrompt EngineeringFile & Code AnalysisWeb SearchResearchProjectsArtifacts

Who should attend

  • IT Support Professionals
  • Service Desk Engineers
  • Application Support Professionals
  • System Administrators
  • Network & Infrastructure 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 applications, systems, infrastructure, support, or development 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 Claude experience required
  • Participants should not upload passwords, credentials, confidential source code, production data, or sensitive infrastructure information unless permitted by organisational policy

TOC Modules

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  • Recognising hallucinations, outdated technical information, security risks, and confidentiality considerations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

Scenarios

Technical Incident to Resolution & Knowledge Article

Incident Description → Logs / Technical Files → Claude Analysis → Possible Causes → Troubleshooting Steps → Technical Validation → Resolution → Knowledge Article

Participants use Claude to structure a realistic technical investigation, analyse supporting evidence, prepare troubleshooting options, and convert the validated resolution into reusable IT documentation.

Technology Requirement to Technical Recommendation

Technical Requirement → Claude Web Search / Research → Vendor & Technical Evidence → Option Comparison → Security & Compatibility Considerations → Recommendation

Participants use Claude to research and compare technology options using current source-backed information and convert validated findings into a concise technical recommendation for IT review.

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