Role-Based Programme
RB0270

Microsoft 365 Copilot for Information Technology

Support, Analyse & Build Smarter IT Workflows

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

Programme Objectives

  • Develop functional proficiency in applying Microsoft 365 Copilot across service desk, incident support, technical research, IT operations, documentation, change planning, and knowledge management.
  • Apply advanced prompting and organisational context to produce structured, technically relevant, and review-ready IT outputs.
  • Use Researcher, Analyst, Teams, Excel, SharePoint, Word, and other Microsoft 365 capabilities to investigate technical issues and analyse operational information.
  • Design reusable Copilot and Copilot Studio agent workflows for IT knowledge retrieval, employee support, ticket handling, and escalation.
  • Apply security, permissions, privacy, source validation, change control, testing, and human approval across AI-assisted IT activities.

Tools covered

Microsoft 365 CopilotCopilot ChatResearcherAnalystCopilot StudioIT Helpdesk AgentTeamsOutlookWordExcelPowerPointOneDriveSharePoint & ServiceNow Integration where configured

Who should attend

  • IT Support Engineers
  • Service Desk Analysts
  • Application Support Professionals
  • System Administrators
  • Microsoft 365 Administrators
  • Infrastructure Engineers
  • Cloud Operations Professionals
  • IT Operations Professionals
  • IT Service Management Professionals
  • Network Administrators
  • Technical Support Engineers
  • Solution Architects
  • IT Analysts
  • IT Team Leads
  • Technology Managers

Prerequisites & Participant Readiness

  • Basic familiarity with IT systems, applications, support, or infrastructure activities
  • Understanding of incidents, service requests, troubleshooting, technical documentation, or change processes
  • Basic working knowledge of Microsoft 365 applications
  • Familiarity with ticketing systems, IT knowledge bases, or operational reports is helpful
  • Basic understanding of Generative AI is beneficial but not mandatory
  • Completion of a shorter Copilot programme is not required

TOC Modules

Concepts
  • Understanding Microsoft 365 Copilot, Copilot Chat, agents, and AI-assisted technical productivity
  • Identifying suitable Copilot applications across support, operations, research, documentation, and collaboration
  • Understanding web-grounded versus organisation-grounded Copilot responses
  • Recognising hallucinations, incomplete context, outdated technical information, and security risks
Practical activities
  • Mapping Service Request → Investigation → Resolution → Documentation → Improvement activities to Copilot workflows

Scenarios

IT Incident to Resolution & Knowledge Update

Employee Incident → Copilot Triage → Existing Knowledge Search → Teams Investigation → Technical Evidence → Researcher → Resolution → Validation → Runbook / Knowledge Article

Participants use Microsoft 365 Copilot to consolidate an incident, investigate available organisational knowledge, research technical guidance, coordinate actions, and convert a validated resolution into reusable support documentation.

AI-Powered IT Helpdesk Workflow

Employee Request → Copilot Studio IT Helpdesk Agent → Organisational Knowledge → Troubleshooting Guidance → Unresolved Issue → ServiceNow Ticket → Support-Team Escalation → Resolution Tracking

Participants design a controlled employee-support workflow where an IT Helpdesk Agent answers common technical questions from approved knowledge and escalates unresolved issues into the service-management process.

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