Role-Based Programme
RB0450

Copilot for Microsoft 365 for Information Technology

AI-Assisted IT Operations, Service Management & Technical Workflows

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

Programme Objectives

  • Develop functional proficiency in using Microsoft 365 Copilot for IT operations, service management, technical documentation, incident analysis, change coordination, and reporting.
  • Build reusable Copilot workflows that transform technical documents, emails, meetings, and structured operational data into actionable IT insights.
  • Use Copilot in Excel to analyse incidents, service requests, SLA performance, assets, changes, and operational trends.
  • Integrate Copilot Search, Chat, Word, Excel, Outlook, Teams, and PowerPoint across realistic IT service-management workflows.
  • Apply technical validation, information security, access controls, confidentiality, human approval, and responsible AI practices throughout AI-assisted IT activities.

Tools covered

Microsoft 365 CopilotMicrosoft Copilot ChatMicrosoft Copilot SearchCopilot in WordExcelOutlookMicrosoft TeamsPowerPointMicrosoft GraphTeams Recap

Who should attend

  • IT Managers
  • IT Operations Managers
  • IT Service Management Professionals
  • Service Desk Managers
  • System Administrators
  • Infrastructure Professionals
  • Application Support Professionals
  • Technical Support Engineers
  • IT Operations Analysts
  • ITSM Analysts
  • IT Service Delivery Professionals
  • Information Technology Team Leads

Prerequisites & Participant Readiness

  • Working understanding of IT operations, technical support, or IT service-management processes
  • Familiarity with incidents, service requests, problems, changes, SLAs, and technical documentation
  • Basic working knowledge of Word, Excel, Outlook, Teams, and PowerPoint
  • Basic spreadsheet and IT operational-analysis skills
  • No programming expertise required
  • No requirement to complete shorter Copilot for Microsoft 365 courses
  • Feature availability may vary according to organisational licensing, permissions, security policies, and administrator configuration

TOC Modules

Concepts
  • Understanding Microsoft 365 Copilot, Copilot Chat, Microsoft Graph, and organisational work context
  • Exploring Copilot across Word, Excel, Outlook, Teams, PowerPoint, and Copilot Search
  • Mapping IT work across Request → Diagnose → Resolve → Document → Improve
  • Identifying where Copilot assists versus where technical verification and authorised human action remain mandatory
Practical activities
  • Exploring Copilot across selected Microsoft 365 applications
  • Mapping an existing IT operations workflow to Copilot capabilities
  • Creating an initial cross-application IT workflow

Scenarios

Major Incident to Problem Resolution

Incident Alerts + Email Updates + Service Data → Copilot Synthesis → Incident Chronology → Excel Pattern Analysis → Problem Investigation → Root-Cause Validation → Knowledge Article → Service Review

Participants consolidate distributed technical information around a recurring high-impact issue, analyse service patterns, and create a structured problem-management workflow while keeping final technical conclusions under engineer ownership.

Technical Change to Controlled Production Readiness

Technical Requirement → Copilot Search / Documentation → Change Plan → Impact & Dependency Review → Teams Change Review → Approved Implementation → Validation → Updated Runbook → Stakeholder Communication

Participants build an end-to-end IT change workflow covering information discovery, implementation planning, risk review, approval, validation, documentation, and communication while preserving formal technical and operational controls.

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