Role-Based Programme
RB0508

Gemini for Google Workspace for Information Technology

AI-Assisted IT Documentation, Service Operations & Technical Workflows

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational capability to use Gemini across Google Workspace for IT documentation, service operations, technical coordination, and reporting.
  • Create and improve SOPs, troubleshooting guides, technical summaries, change documentation, and internal knowledge resources.
  • Use Gemini in Sheets to analyse incident, request, asset, change, and operational IT data.
  • Summarise technical emails, documents, and meeting discussions into issues, decisions, actions, and follow-up requirements.
  • Apply security awareness, data confidentiality, source validation, technical verification, and human approval to AI-assisted IT workflows.

Tools covered

Gemini for Google WorkspaceGemini in GmailGoogle DocsGoogle SheetsGoogle DriveGoogle MeetWorkspace ContextGemini Data Analysis & Charts

Who should attend

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

Prerequisites & Participant Readiness

  • Basic understanding of IT operations, support, or service-management processes
  • Familiarity with incidents, service requests, changes, technical documentation, or IT reporting
  • Basic familiarity with Google Workspace applications
  • Basic spreadsheet and document skills
  • No AI or programming expertise required
  • No previous Gemini experience required

TOC Modules

Concepts
  • Understanding Gemini across Gmail, Docs, Sheets, Drive, and Meet
  • Mapping AI support across Understand → Document → Analyse → Coordinate → Resolve
  • Identifying appropriate IT activities for AI assistance
  • Distinguishing AI-generated guidance from validated technical procedures
Practical activities
  • Exploring Gemini within selected Workspace applications
  • Mapping a sample IT support process to Gemini capabilities
  • Creating a basic AI-assisted IT workflow

Scenarios

Recurring IT Incident to Problem Resolution

Incident Emails + Support Records → Gemini Summary → Sheets Analysis → Recurring Pattern → Troubleshooting Questions → Technical Validation → Resolution Plan → Knowledge Article

Participants combine service information and operational data to investigate a recurring IT problem and convert the validated resolution into reusable technical documentation.

Planned IT Change to Controlled Implementation

Change Requirement → Gemini-Assisted Change Document → Impact & Dependency Review → Implementation / Rollback Plan → Approval → Team Communication → Post-Change Review

Participants build a structured IT change workflow that improves documentation and coordination while keeping production decisions, technical validation, and approvals under accountable human control.

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