Role-Based Programme
RB0563

Microsoft Copilot Studio for Information Technology

AI Agents for IT Support, Automation & Technical Operations

IMAGE REQUIRED
Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Microsoft Copilot Studio can support IT service delivery, technical knowledge access, application support, and operational automation.
  • Explore agent instructions, knowledge grounding, generative orchestration, tools, connectors, and agent flows.
  • Experience designing an IT-support agent that can answer technical questions and initiate governed actions.
  • Discover integration approaches using APIs, connectors, MCP servers, and computer-use capabilities.
  • Recognise requirements for authentication, permissions, security, testing, human approval, and responsible AI governance.

Tools covered

Microsoft Copilot StudioAI AgentsAgent InstructionsGenerative OrchestrationKnowledge SourcesTools & ConnectorsAgent FlowsMCP ServersComputer UseTest ChatAgent Evaluation

Who should attend

  • IT Managers
  • IT Operations Professionals
  • IT Support Managers
  • Service Desk Professionals
  • Application Support Professionals
  • System Administrators
  • Cloud Operations Professionals
  • Infrastructure Professionals
  • DevOps Professionals
  • Solution Architects
  • Technical Leads
  • IT Service Management Professionals

Prerequisites & Participant Readiness

  • Basic understanding of IT support, applications, infrastructure, or service-management processes
  • Familiarity with technical documentation, service requests, incidents, or enterprise systems
  • Basic awareness of APIs, automation, or Microsoft Power Platform is helpful
  • No advanced programming expertise required
  • No previous Microsoft Copilot Studio experience required
  • Access to specific integrations and capabilities may depend on organisational licensing, environment, and administrator permissions

TOC Modules

Concepts
  • Understanding AI agents and their role in modern IT environments
  • Exploring instructions, knowledge, tools, connectors, flows, and orchestration
  • Mapping IT Request → Agent → Information / Action → Resolution
  • Identifying use cases across service desk, application support, technical operations, and employee self-service
Practical activities
  • Exploring the Copilot Studio authoring environment
  • Creating a basic IT-support agent
  • Defining its purpose, users, technical scope, and escalation boundaries

Scenarios

Employee IT Issue to Guided Resolution

Employee Issue → Copilot Studio Agent → Technical Knowledge → Troubleshooting Guidance → Tool / Service Action → Validation → Resolution / Human Escalation

Participants design an IT-support agent that handles common technical requests using approved knowledge and governed actions while escalating complex issues to the appropriate IT specialist.

IT Service Request to Automated Action

User Request → Agent Interpretation → Required Information → Connector / Agent Flow / MCP → Technical Action → Confirmation → Exception Handling

Participants create a basic IT automation concept that captures a service request, invokes the appropriate technical capability, and maintains permission, validation, and human-oversight controls.

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