Role-Based Programme
RB0565

Microsoft Copilot Studio for Information Technology

AI Agents, IT Automation & Enterprise Integration

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

Programme Objectives

  • Develop functional proficiency in designing and configuring Copilot Studio agents for IT support, technical operations, service management, and enterprise automation.
  • Build grounded agents that use approved technical documentation, runbooks, knowledge bases, and enterprise data sources.
  • Integrate connectors, APIs, MCP servers, agent flows, and computer-use capabilities into governed IT workflows.
  • Design event-driven and multistep agents for service requests, operational activities, incident support, and application administration.
  • Test, evaluate, monitor, secure, and continuously improve IT agents before and after production deployment.

Tools covered

Microsoft Copilot StudioAI AgentsAgent InstructionsGenerative OrchestrationKnowledge SourcesTopicsTools & ConnectorsAgent FlowsModel Context Protocol (MCP)Computer UseEvent TriggersTest ChatAgent EvaluationAnalyticsSecurity & Governance Controls

Who should attend

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

Prerequisites & Participant Readiness

  • Basic understanding of IT operations, support, or application-management processes
  • Familiarity with incidents, service requests, technical documentation, APIs, or enterprise systems
  • Basic awareness of Microsoft 365, Power Platform, identity, and automation concepts is helpful
  • Basic understanding of authentication and data-access concepts is recommended
  • No requirement to complete the 4-hour course
  • Access to specific connectors, MCP servers, computer-use environments, and enterprise systems depends on organisational licensing and administrator permissions

TOC Modules

Concepts
  • Understanding agents, instructions, knowledge, topics, tools, agent flows, triggers, and orchestration
  • Mapping User / Event → Agent → Knowledge / Tool → Action → Outcome
  • Differentiating conversational agents, action-oriented agents, and event-driven agents
  • Understanding the role of Power Platform environments in agent lifecycle management
Practical activities
  • Exploring the Copilot Studio authoring environment
  • Building a basic IT operations agent
  • Defining technical scope, users, boundaries, and success criteria

Scenarios

IT Service Request to Automated Resolution

Employee IT Request → Copilot Studio Agent → Technical Knowledge → Request Classification → Connector / Agent Flow → System Action → Validation → Confirmation / Human Escalation

Participants build an IT-service agent that combines technical knowledge with governed automation to resolve a repeatable support request while handling failures and escalation appropriately.

Operational Event to Proactive IT Response

System Event → Event Trigger → Agent Interpretation → Knowledge / Live Data → MCP / Connector / Tool → Technical Action → Human Approval if Required → Notification → Evaluation & Monitoring

Participants design a proactive IT agent that responds to an operational event, selects appropriate enterprise capabilities, executes controlled actions, and maintains security, testing, and human-oversight requirements.

Related programmes

Continue with programmes from the same capability area.

Take the next step

Ready to make this programme work for your team?

Customise modules, duration and business scenarios for your team.

Instructor-ledVirtualHybrid

Designed around your roles, tools and real workflows.