Role-Based Programme
RB0451

Copilot for Microsoft 365 for Information Technology

Advanced IT Operations, Service Intelligence & AI-Assisted Technology Management

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

Programme Objectives

  • Develop advanced expertise in using Microsoft 365 Copilot across IT operations, service management, incident coordination, technical documentation, change management, and technology reporting.
  • Synthesize approved technical documentation, service records, emails, meetings, asset information, operational data, and organizational knowledge into actionable IT insights.
  • Apply Copilot to incident analysis, service requests, change planning, problem management, asset analysis, SLA reporting, capacity reviews, and executive technology communication.
  • Build reusable AI-assisted workflows across Outlook, Teams, Word, Excel, PowerPoint, SharePoint, OneDrive, Loop, Forms, and Copilot Chat.
  • Establish governance for cybersecurity, access control, technical accuracy, source validation, privileged information, human approvals, and responsible AI.

Tools covered

Microsoft 365 CopilotCopilot ChatMicrosoft OutlookTeamsWordExcelPowerPointOneDriveSharePointMicrosoft LoopMicrosoft FormsMicrosoft Graph-Grounded Organizational ContextAI-Assisted SearchMeeting IntelligenceData AnalysisTechnical Documentation & IT Management Reporting

Who should attend

  • IT Directors
  • IT Managers
  • IT Operations Managers
  • IT Service Management Leaders
  • Infrastructure Managers
  • Cloud Operations Managers
  • Application Support Managers
  • System Administrators
  • Network Operations Professionals
  • Technical Support Leads
  • Service Desk Managers
  • IT Asset Management Professionals
  • IT Change & Release Managers
  • IT Transformation Professionals
  • Technology Operations Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of IT operations, infrastructure, applications, or service-management practices
  • Experience with incidents, service requests, changes, technical documentation, assets, or IT reporting
  • Regular working knowledge of Microsoft 365 applications
  • Familiarity with Excel-based operational data and management reporting
  • Basic understanding of cybersecurity, identity, permissions, and change-control principles
  • No programming expertise required
  • No previous Copilot course required

TOC Modules

Concepts
  • Understanding Copilot across Outlook, Teams, Word, Excel, PowerPoint, SharePoint, OneDrive, Loop, Forms, and Copilot Chat
  • Mapping Copilot capabilities across IT support, operations, infrastructure, service management, and governance
  • Understanding organizational grounding, permissions, context, and information boundaries
  • Differentiating AI assistance from administrator, engineer, architect, and security authority
Practical activities
  • Mapping current IT workflows to suitable Copilot capabilities
  • Designing prompts using Technical Objective → Environment Context → Evidence → Constraints → Output
  • Building reusable prompt patterns for operational and technical workflows

Scenarios

Major IT Incident to Permanent Service Improvement

Service Disruption → Microsoft 365 Copilot Information Synthesis → Incident Triage → Approved Runbook Guidance → Engineering Escalation → Service Restoration → Post-Incident Analysis → Root-Cause Validation → Corrective Actions → Knowledge Update

Participants use Microsoft 365 Copilot to coordinate a major IT incident from initial response through continuous improvement while keeping production actions, root-cause confirmation, and technical decisions under qualified human ownership.

IT Service Performance to Capacity & Technology Action

Validated Service & Infrastructure Data → Copilot-Assisted Analysis → SLA / Capacity Trends → Technical Risks → Alternative Response Scenarios → IT Leadership Brief → Human Decision → Change / Improvement Plan → Performance Tracking

Participants combine service and infrastructure data into structured technology decision support while ensuring capacity commitments, architecture changes, security decisions, and production actions remain under authorized IT leadership.

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