Role-Based Programme
RB0271

Microsoft 365 Copilot for Information Technology

Advanced IT Intelligence, AI Workflows & Automation

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced proficiency in applying Microsoft 365 Copilot across IT support, service management, incident response, change management, documentation, technical research, and IT operations.
  • Build reusable AI-assisted workflows using Copilot Chat, Microsoft 365 applications, Researcher, Analyst, agents, and organizational work context.
  • Apply Copilot to tickets, technical documents, emails, meetings, spreadsheets, reports, knowledge bases, and external research to generate actionable IT intelligence.
  • Design specialized and recurring IT workflows using Copilot Studio, Copilot Connectors, agents, and Scheduled Prompts.
  • Establish responsible AI practices covering permissions, confidential information, technical accuracy, least privilege, validation, human approval, and accountable IT decisions.

Tools covered

Microsoft 365 CopilotCopilot ChatWork IQResearcherAnalystWordExcelPowerPointOutlookTeamsMicrosoft 365 Copilot AgentsCopilot StudioCopilot ConnectorsScheduled Prompts

Who should attend

  • IT Support Engineers
  • Service Desk Professionals
  • IT Operations Professionals
  • Application Support Professionals
  • System Administrators
  • Infrastructure Professionals
  • Cloud Operations Professionals
  • Network Operations Professionals
  • IT Service Management Professionals
  • ITSM Process Owners
  • Technical Analysts
  • IT Project & Change Professionals
  • IT Knowledge Management Professionals
  • IT Managers
  • Technology & IT Operations Leaders

Prerequisites & Participant Readiness

  • Familiarity with common IT support, operations, infrastructure, application, or service-management activities
  • Basic understanding of incidents, service requests, changes, problems, SLAs, and technical documentation
  • Working familiarity with Microsoft 365 applications is beneficial
  • Basic spreadsheet and IT reporting knowledge is helpful
  • Prior Generative AI experience is beneficial but not mandatory
  • No programming knowledge required
  • Advanced functionality may depend on Microsoft Copilot licensing, tenant configuration, connectors, Copilot Studio access, and administrator permissions
  • Completion of shorter Copilot programmes is not required

TOC Modules

Concepts
  • Understanding Copilot across Support → Diagnose → Resolve → Document → Improve IT workflows
  • Understanding Copilot Chat, Work IQ, agents, Microsoft 365 applications, and organizational grounding
  • Understanding AI assistance versus authoritative technical systems and accountable engineer judgement
Practical activities
  • Mapping recurring IT activities to appropriate Copilot capabilities
  • Identifying IT workflows suitable for AI assistance versus mandatory human-controlled execution

Scenarios

Major IT Incident to Problem Resolution

Service Ticket + Technical Context → Copilot Analysis → Incident Summary → Diagnostic Hypotheses → Researcher → Troubleshooting Plan → Teams Coordination → Resolution → RCA → Word Knowledge Article → Human Technical Review

Participants create an advanced Copilot-assisted incident workflow that reduces investigation and documentation effort while ensuring that technical diagnosis, remediation, and production actions remain under accountable engineer control.

Connected IT Service Intelligence & Automation

ServiceNow / Jira / Approved IT Sources → Copilot Connectors → Excel + Analyst → Service Trends & Exceptions → IT Agent → Scheduled Management Brief → Recommended Action → IT Manager Approval

Participants design a connected IT-management workflow that combines enterprise service information, analytical capabilities, specialized agents, and recurring reporting to improve service visibility and operational response while preserving source-system authority and human approval.

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