Role-Based Programme
RB0268

Microsoft Copilot for Information Technology

AI Skills for Smarter IT Work

IMAGE REQUIRED
Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Microsoft Copilot can support everyday Information Technology activities across troubleshooting, documentation, analysis, communication, and technical coordination.
  • Explore practical prompting techniques for technical questions, incidents, system information, documentation, and IT reporting.
  • Apply Copilot across Microsoft 365 applications to summarise, analyse, organise, draft, and communicate technical information.
  • Experience how IT documents, spreadsheets, emails, meetings, incident notes, and technical reports can be transformed into useful workplace outputs.
  • Recognise cybersecurity, confidentiality, permissions, technical accuracy, and human-validation requirements when using AI in IT environments.

Tools covered

Microsoft 365 CopilotCopilot ChatWordExcelPowerPointOutlookTeams

Who should attend

  • IT Support Professionals
  • Service Desk Professionals
  • System Administrators
  • Network Administrators
  • Application Support Professionals
  • IT Operations Professionals
  • Cloud & Infrastructure Professionals
  • DevOps Professionals
  • Technical Support Engineers
  • IT Analysts
  • IT Service Management Professionals
  • IT Project Professionals
  • IT Managers
  • IT Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of Information Technology concepts
  • Familiarity with IT support, systems, applications, infrastructure, or technical documentation is helpful
  • Basic familiarity with Microsoft 365 applications
  • No AI or programming knowledge required
  • No previous Microsoft Copilot experience required

TOC Modules

Concepts
  • Understanding Microsoft Copilot and Generative AI from an IT perspective
  • Exploring Copilot Chat and Copilot across Microsoft 365 applications
  • Identifying IT applications across troubleshooting, documentation, reporting, meetings, and knowledge work
  • Understanding AI assistance versus technical ownership and engineering judgement
Practical activities
  • Exploring Copilot through common IT support and operational activities
  • Comparing a traditional IT productivity task with a Copilot-assisted approach

Scenarios

IT Incident to Resolution Communication

Incident Details → Copilot Analysis → Investigation Questions → Troubleshooting Steps → Actions → Status Summary → Resolution Communication

Participants use Microsoft Copilot to organise a sample IT incident, structure troubleshooting activities, document progress, and create clear stakeholder communication while retaining technical validation with the responsible IT team.

Technical Notes to IT Knowledge Article

Technical Notes → Copilot Summary → Structured Procedure → Validation Points → Troubleshooting Guidance → Knowledge-Base Article

Participants use Copilot to transform unstructured technical information into a clear, reusable knowledge article or runbook for IT support and operations.

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