Role-Based Programme
RB0449

Copilot for Microsoft 365 for Information Technology

Build AI-Assisted IT Support, Documentation & Operational Workflows

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational capability in applying Copilot across IT support, technical documentation, service operations, analysis, and communication.
  • Use approved organisational knowledge to summarise technical documents, incidents, procedures, emails, and meeting information.
  • Create structured AI-assisted workflows for incident handling, troubleshooting, service requests, documentation, and operational follow-through.
  • Analyse IT operational data in Excel to identify trends, recurring incidents, ageing requests, exceptions, and service-performance issues.
  • Apply security, confidentiality, validation, access control, and human technical judgement when using Copilot in IT environments.

Tools covered

Microsoft CopilotCopilot ChatMicrosoft WordExcelOutlookTeamsPowerPointOneDrive & SharePoint Content

Who should attend

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

Prerequisites & Participant Readiness

  • Basic understanding of IT support, systems, applications, or IT operations
  • Familiarity with incidents, service requests, troubleshooting, documentation, and operational reporting
  • Basic working knowledge of Microsoft 365 applications
  • General awareness of generative AI is helpful
  • No programming expertise required
  • No previous Copilot course completion required

TOC Modules

Concepts
  • Understanding Copilot across IT documents, spreadsheets, emails, meetings, and organisational information
  • Mapping AI assistance across Request → Diagnose → Resolve → Document → Review → Improve
  • Identifying appropriate Copilot use cases across support, infrastructure, applications, and IT operations
  • Differentiating AI-generated suggestions from validated technical conclusions
Practical activities
  • Exploring representative IT prompts across Microsoft 365
  • Mapping IT Activity → Copilot Capability → Human Validation → Operational Outcome

Scenarios

IT Incident to Validated Resolution

User Incident → Copilot-Assisted Summary → Approved Knowledge & Runbook Review → Troubleshooting Steps → Engineer Validation → Resolution → Knowledge Article → Follow-Up

Participants use Copilot to structure a realistic support incident, accelerate information review, and prepare resolution documentation while keeping diagnosis, privileged actions, and production changes under qualified IT ownership.

IT Service Data to Operational Improvement Plan

Service Desk Dataset → Copilot in Excel → Ticket & SLA Analysis → Recurring Issues / Backlog → Teams Review → Improvement Actions → Owners → Management Update

Participants analyse operational IT data to identify service trends and improvement opportunities while validating AI-generated observations against underlying records before operational decisions are made.

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