Role-Based Programme
RB0133

Claude for Information Technology

Troubleshoot, Analyse & Build Smarter IT Workflows

IMAGE REQUIRED
Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop functional proficiency in applying Claude across IT support, troubleshooting, technical analysis, scripting, documentation, research, and change-management activities.
  • Apply advanced prompting and context-engineering techniques to analyse complex technical information and generate structured, review-ready outputs.
  • Use Claude with logs, error messages, configuration files, technical documentation, repositories, Web Search, and Research to investigate IT problems and technology options.
  • Build reusable Claude Projects and structured workflows for recurring IT support, knowledge, engineering, and operational activities.
  • Apply appropriate security, confidentiality, access control, validation, and human-approval practices when using Generative AI with technical information.

Tools covered

ClaudeGenerative AIAdvanced Prompt EngineeringExtended ThinkingClaude ResearchWeb SearchFile AnalysisProjectsArtifactsGitHub Integration & Google Workspace Connectors

Who should attend

  • IT Support Engineers
  • Service Desk Professionals
  • Technical Support Engineers
  • System Administrators
  • Network Administrators
  • Infrastructure Engineers
  • Cloud Operations Professionals
  • DevOps Engineers
  • Application Support Professionals
  • Software Developers & Engineers
  • Database Professionals
  • IT Operations Professionals
  • Technical Business Analysts
  • Solution & Infrastructure Architects
  • IT Team Leads & Managers

Prerequisites & Participant Readiness

  • Basic familiarity with IT systems, applications, infrastructure, or technical-support activities
  • Understanding of troubleshooting, incidents, technical documentation, or change processes
  • Basic familiarity with scripts, code, logs, or configuration files is beneficial
  • Familiarity with GitHub or workplace productivity applications is helpful
  • Basic understanding of Generative AI is beneficial but not mandatory
  • Completion of a shorter Claude programme is not required

TOC Modules

Concepts
  • Understanding Claude capabilities across technical analysis, support, research, coding assistance, and documentation
  • Identifying suitable AI-assisted activities across IT operations and engineering workflows
  • Understanding hallucinations, incomplete technical context, outdated information, and AI limitations
  • Identifying security-sensitive and production activities requiring qualified human approval
Practical activities
  • Mapping recurring IT activities to suitable Claude-assisted workflows

Scenarios

Production Incident Investigation & Resolution

Incident Alert → Ticket & System Context → Logs / Errors → Claude Analysis → Diagnostic Hypotheses → Technical Validation → Remediation → Verification → Knowledge Article

Participants use Claude to organise incident information, analyse sanitised technical evidence, develop diagnostic hypotheses, support troubleshooting, and document the validated resolution without allowing AI to make uncontrolled production changes.

Technology Upgrade & Change Planning

Upgrade Requirement → Claude Research → Vendor Documentation → Compatibility Analysis → Dependencies & Risks → Implementation Plan → Testing → Rollback Plan → Change Review

Participants use Claude to research and structure a technology upgrade, assess compatibility and dependencies, prepare implementation and rollback documentation, and create a review-ready technical change plan.

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