Role-Based Programme
RB1484

AI-Powered Application Support & Management

Smarter Troubleshooting, Incident Resolution & Application Reliability

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

Programme Objectives

  • Understand how AI can support Application Support and Management across incident handling, troubleshooting, monitoring, documentation, and user communication.
  • Explore practical prompting techniques for application errors, logs, incidents, recurring issues, support documentation, and escalation.
  • Apply AI to organise technical information, identify possible causes, structure resolution steps, and improve application-support workflows.
  • Identify opportunities to improve response time, support consistency, application visibility, and operational productivity.
  • Recognise security, access control, data privacy, production safety, technical validation, and human-review responsibilities when using AI.

Tools covered

Generative AI AssistantsAI-Assisted Application TroubleshootingIncident & Error AnalysisLog SummarisationKnowledge ManagementUser CommunicationApplication Monitoring SupportBasic Workflow Automation

Who should attend

  • Application Support Analysts
  • Application Support Engineers
  • Application Management Professionals
  • Production Support Engineers
  • Application Operations Analysts
  • Technical Support Engineers
  • Business Application Support Professionals
  • Enterprise Application Administrators
  • Application Support Leads
  • Incident Management Professionals
  • IT Operations Professionals
  • Application Managers
  • Application Support Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of application support, software systems, or IT operations
  • Familiarity with incidents, errors, logs, service requests, or application monitoring is helpful
  • Basic computer and technical skills
  • No AI or programming knowledge required
  • No previous Generative AI experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to Application Support and Management
  • Identifying AI applications across monitoring, troubleshooting, incident handling, documentation, and communication
  • Understanding AI assistance versus Application Support professional judgement
  • Recognising production-sensitive activities requiring validated procedures and authorised access
Practical activities
  • Mapping common Application Support activities to potential AI applications
  • Comparing a traditional support task with an AI-assisted approach

Scenarios

Application Error to Resolution & Escalation Plan

User / System Alert → AI-Assisted Triage → Error & Log Review → Possible Causes → Validation Steps → Resolution / Escalation → Support Summary

Participants use AI to organise a sample application issue, analyse supplied errors and logs, develop troubleshooting steps, and prepare a structured resolution or escalation summary.

Recurring Incidents to Problem & Knowledge Improvement

Incident History → AI Pattern Analysis → Recurring Symptoms → Possible Problem Areas → Validated Resolution → Knowledge Article → Management Summary

Participants use AI to analyse recurring application-support incidents, identify patterns, create reusable support documentation, and prepare a concise improvement summary while retaining final technical conclusions with authorised IT professionals.

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