Role-Based Programme
RB0766

Zapier for Information Technology

Automate IT Requests, Alerts & Technical Workflows

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

Programme Objectives

  • Understand how Zapier can automate repetitive IT support, operations, administration, and system-integration activities.
  • Explore workflows for service requests, incident alerts, ticket routing, notifications, and technical follow-ups.
  • Understand how webhooks, conditional logic, scheduling, and connected applications support IT workflow automation.
  • Explore AI-assisted classification and summarisation for technical requests and incident information.
  • Recognise security, approval, validation, and human-control requirements for IT automation.

Tools covered

Zapier ZapsTriggers & ActionsFiltersPathsWebhooks by ZapierSchedule & DelayFormatterAI by ZapierHuman in the Loop

Who should attend

  • IT Support Professionals
  • Application Support Engineers
  • System Administrators
  • IT Operations Professionals
  • Technical Support Engineers
  • DevOps Professionals
  • Cloud Operations Professionals
  • Infrastructure Professionals
  • Service Desk Professionals
  • IT Coordinators
  • IT Automation Professionals
  • IT Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of IT support, systems, or operational processes
  • Familiarity with incidents, service requests, alerts, or technical support activities
  • Basic awareness of ticketing, email, collaboration, or monitoring applications
  • No programming expertise required
  • No previous Zapier experience required

TOC Modules

Concepts
  • Understanding Zaps, triggers, actions, and automated workflow execution
  • Identifying repetitive activities across IT support, operations, and administration
  • Understanding event-driven versus scheduled IT automation
Practical activities
  • Exploring Zapier using a sample technical-support workflow
  • Building a basic IT Event → Action → Notification Zap

Scenarios

Monitoring Alert to IT Response

Monitoring Alert → Zapier → Priority Classification → Ticket Creation → Technical Owner → Escalation → Human Investigation → Resolution Update

Participants automate repetitive incident-coordination activities while keeping diagnosis, remediation, and production decisions under responsible IT control.

IT Service Request to Fulfilment

User Request → Zapier → Validation → Request Classification → Support Team → Approval if Required → Technical Action → User Notification

Participants design an automated IT request workflow that improves routing and follow-through while preserving approval for access-sensitive or high-impact technical actions.

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