Role-Based Programme
RB0448

Copilot for Microsoft 365 for Information Technology

Improve IT Support, Documentation & Operational Productivity

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

Programme Objectives

  • Understand how Microsoft 365 Copilot can support IT operations, technical support, documentation, service management, and stakeholder communication.
  • Use Copilot to summarize technical documents, support emails, incident information, meeting discussions, and shared IT knowledge.
  • Explore Copilot for drafting SOPs, runbooks, incident summaries, change communications, and technical status reports.
  • Use Excel with Copilot to organize and review incidents, service requests, SLA data, asset information, and operational metrics.
  • Apply responsible AI practices covering security-sensitive information, credentials, technical accuracy, permissions, and human technical approval.

Tools covered

Microsoft 365 CopilotCopilot ChatWordExcelOutlookTeamsPowerPointOneDriveSharePoint

Who should attend

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

Prerequisites & Participant Readiness

  • Basic understanding of IT systems and support processes
  • Familiarity with incidents, service requests, technical documentation, or operational activities
  • Basic experience with Microsoft 365 applications
  • Basic familiarity with Microsoft Excel is helpful
  • Awareness of information-security and access-control practices
  • No programming expertise required
  • No previous Microsoft 365 Copilot experience required

TOC Modules

Concepts
  • Understanding Copilot across Word, Excel, Outlook, Teams, PowerPoint, SharePoint, and OneDrive
  • Identifying IT use cases across support, operations, documentation, and reporting
  • Understanding organizational context, permissions, and AI-assisted productivity
  • Differentiating AI-generated guidance from authorized technical action
Practical activities
  • Exploring Copilot in common IT workflows
  • Testing basic IT-focused prompts
  • Mapping IT Activity → Microsoft 365 App → Copilot Support

Scenarios

Service Incident to Resolution Communication

User Issue → Outlook / Teams Information → Copilot Summary → Symptoms & Impact → Technical Review → Resolution Steps → Customer / User Update

Participants organize incident information, create a clear technical summary, and prepare a controlled resolution communication while keeping diagnosis and system actions under qualified IT ownership.

Recurring IT Issues to Service Improvement

Incident Data → Excel Analysis → Recurring Issue Pattern → Copilot Summary → Teams Review → Improvement Actions → Management Update

Participants review service data, identify recurring issue categories requiring investigation, capture agreed improvement actions, and create a concise IT management update.

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