Role-Based Programme
RB0509

Gemini for Google Workspace for Information Technology

AI-Assisted IT Operations, Service Management & Technical Collaboration

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

Programme Objectives

  • Develop practical proficiency in using Gemini across Google Workspace for IT operations, service management, technical documentation, incident coordination, and stakeholder communication.
  • Use approved runbooks, SOPs, architecture documents, service records, spreadsheets, emails, and meeting information to create reliable technical outputs.
  • Apply Gemini to service requests, incident management, change coordination, asset tracking, operational analysis, documentation, and IT reporting.
  • Build reusable AI-assisted workflows across Docs, Sheets, Gmail, Drive, Meet, Forms, Calendar, and Slides for IT teams.
  • Apply source validation, cybersecurity awareness, access controls, confidentiality, human review, and responsible AI throughout IT workflows.

Tools covered

Gemini for Google WorkspaceGemini in GmailGoogle DriveGoogle DocsGoogle SheetsGoogle SlidesGoogle MeetGoogle FormsGoogle CalendarSource-Grounded Search & SynthesisAI-Assisted WritingData AnalysisSummarization & Technical Documentation

Who should attend

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

Prerequisites & Participant Readiness

  • Working knowledge of IT operations, support, infrastructure, applications, or service-management activities
  • Familiarity with incidents, service requests, changes, technical documentation, or IT reporting
  • Basic working knowledge of Google Workspace applications
  • Basic spreadsheet and business-documentation skills
  • General awareness of information-security and access-control principles
  • No programming expertise required
  • No previous Gemini training required

TOC Modules

Concepts
  • Understanding Gemini across Gmail, Drive, Docs, Sheets, Slides, Meet, Forms, and Calendar
  • Mapping AI assistance to IT support, operations, documentation, analysis, and coordination
  • Understanding structured prompting using Technical Objective → System Context → Evidence → Constraints → Output
  • Differentiating AI assistance from administrator, engineer, architect, and security decision-making
Practical activities
  • Creating structured prompts for common IT activities
  • Comparing generic and context-rich technical outputs
  • Mapping IT workflows to appropriate Workspace applications

Scenarios

Production Incident to Service Restoration & Review

Service Alert → Incident Information → Gemini-Assisted Triage Summary → Approved Runbook Guidance → Technical Team Escalation → Recovery Actions → Stakeholder Communication → Post-Incident Review → Improvement Actions

Participants use Gemini across Google Workspace to coordinate a significant IT incident while ensuring diagnosis, production actions, and root-cause conclusions remain under qualified technical ownership.

IT Service Performance to Improvement Plan

Validated Service Desk Data → Gemini-Assisted Analysis → SLA & Backlog Trends → Recurring Issue Identification → Management Summary → Improvement Actions → Owners & Due Dates → IT Leadership Review

Participants transform validated IT service data into a structured operational-improvement workflow while maintaining human validation of causes, priorities, and technology decisions.

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