Role-Based Programme
RB0269

Microsoft 365 Copilot for Information Technology

Practical AI for IT Operations, Support & Technical Productivity

IMAGE REQUIRED
Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using Microsoft 365 Copilot across practical Information Technology activities.
  • Apply structured prompting techniques for technical troubleshooting, incident support, documentation, research, analysis, and communication.
  • Use Copilot across Teams, Outlook, Word, Excel, and PowerPoint to organise, analyse, document, and communicate IT information.
  • Analyse approved incident records, service data, technical documents, meeting information, and IT reports to identify patterns, priorities, and follow-up actions.
  • Build repeatable Copilot-assisted IT workflows while maintaining security, confidentiality, permissions, technical validation, and human engineering judgement.

Tools covered

Microsoft 365 CopilotCopilot ChatWordExcelOutlookTeamsPowerPointWeb-Grounded ResearchOrganisational Work Data where authorised

Who should attend

  • IT Support Professionals
  • Service Desk Engineers
  • IT Operations Professionals
  • Application Support Professionals
  • System Administrators
  • Infrastructure Professionals
  • Network Operations Professionals
  • Cloud Operations Professionals
  • IT Service Management Professionals
  • Business Systems Analysts
  • Technical Consultants
  • IT Project Professionals
  • IT Managers
  • IT Team Leaders

Prerequisites & Participant Readiness

  • Basic understanding of Information Technology concepts and workplace IT processes
  • Familiarity with incident management, technical documentation, IT operations, or support activities
  • Basic familiarity with Microsoft 365 applications such as Teams, Outlook, Word, Excel, and PowerPoint is helpful
  • Basic computer and internet proficiency
  • No programming knowledge required
  • No previous Microsoft 365 Copilot experience required
  • Participants should use anonymised or organisation-approved technical information during exercises
  • Passwords, credentials, API keys, production secrets, and other sensitive technical information should not be entered unless specifically authorised
  • Production changes, security actions, and technical remediation must remain subject to authorised human review

TOC Modules

Concepts
  • Understanding Microsoft 365 Copilot, Copilot Chat, Generative AI, and work-grounded assistance
  • Understanding how Copilot works across Teams, Outlook, Word, Excel, and PowerPoint
  • Identifying IT applications across support, operations, documentation, analysis, meetings, and technical research
  • Understanding permissions, hallucinations, outdated information, security, and confidentiality considerations
Practical activities
  • Exploring Copilot through common IT workplace activities
  • Comparing simple and structured prompts for the same technical requirement
  • Reviewing generated technical content for accuracy and unsupported assumptions
  • Identifying IT activities suitable for Copilot assistance versus specialist escalation

Scenarios

IT Incident to Resolution & Knowledge Article

Incident → Copilot Analysis → Symptoms & Evidence → Diagnostic Questions → Teams Collaboration → Technical Validation → Resolution → Word Knowledge Article

Participants use Microsoft 365 Copilot to structure a realistic support incident, coordinate findings, prepare troubleshooting guidance, and document the validated resolution for future IT support use.

IT Service Data to Management Action

IT Service Dataset → Copilot in Excel → Ticket & SLA Trends → Recurring Issues → Priority Areas → Management Commentary → PowerPoint Review

Participants analyse sample IT service information, identify validated operational patterns, and convert findings into focused improvement priorities and management-ready reporting.

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