Role-Based Programme
RB0564

Microsoft Copilot Studio for Information Technology

Build AI Agents for IT Support, Service Automation & Technical Operations

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational capability in using Microsoft Copilot Studio to create agents for IT support, service requests, troubleshooting, and technical operations.
  • Ground agents in approved IT knowledge such as SOPs, runbooks, FAQs, system documentation, and service procedures.
  • Create structured workflows for ticket intake, incident triage, access requests, technical guidance, routing, and escalation.
  • Connect agents with enterprise applications, APIs, connectors, and Agent Flows to execute controlled IT actions.
  • Apply authentication, least privilege, security, testing, monitoring, and human approval before deploying IT agents.

Tools covered

Microsoft Copilot StudioAI AgentsAgent InstructionsGenerative OrchestrationKnowledge SourcesGenerative AnswersTopicsAgent Tools & ActionsAgent FlowsPower Platform ConnectorsMicrosoft Copilot ConnectorsDataverseSharePointMCP Server IntegrationAuthenticationTesting & Analytics

Who should attend

  • IT Managers
  • IT Service Management Professionals
  • Service Desk Professionals
  • Application Support Engineers
  • System Administrators
  • Cloud Operations Professionals
  • Infrastructure Engineers
  • Network Operations Professionals
  • IT Operations Professionals
  • DevOps Professionals
  • Enterprise Application Professionals
  • IT Automation Professionals
  • Technical Support Engineers
  • IT Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of IT support, systems, applications, or infrastructure operations
  • Familiarity with service requests, incidents, troubleshooting, or access-management processes
  • Basic awareness of Microsoft 365, Power Platform, APIs, or enterprise applications is helpful
  • Basic understanding of identity and access concepts is beneficial
  • No advanced programming expertise required
  • No previous Copilot Studio experience required

TOC Modules

Concepts
  • Understanding agents, instructions, knowledge, topics, tools, actions, and orchestration
  • Understanding generative versus structured workflows within IT-service scenarios
  • Identifying suitable applications across service desk, application support, IT operations, and employee self-service
  • Recognising where administrators, engineers, and service owners must retain technical authority
Practical activities
  • Exploring a sample IT-support agent
  • Mapping common IT activities to suitable Copilot Studio capabilities
  • Defining agent scope, supported requests, boundaries, and escalation rules

Scenarios

Employee IT Issue to Assisted Resolution

Employee Issue → Copilot Studio Agent → Issue Classification → Approved IT Knowledge → Diagnostic Guidance → Connected IT Action → Resolution Check → Engineer Escalation if Required

Participants build an IT-support agent that handles common technical requests using approved documentation and controlled system actions while escalating complex or high-risk issues to qualified IT professionals.

Access Request to Controlled Provisioning

User Access Request → Identity Validation → Required System / Role → Approval Workflow → Authorized IT Action → Verification → User Confirmation → Audit Trail

Participants design an access-management workflow that accelerates routine coordination while preserving authentication, authorization, least privilege, human approval, and traceability.

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