Role-Based Programme
RB1485

AI-Powered Application Support & Management

Smarter Incident Resolution, Application Monitoring & Service Improvement

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Application Support and Management across incident handling, troubleshooting, application monitoring, documentation, and service improvement.
  • Apply AI-assisted techniques to analyse error messages, logs, recurring incidents, application performance data, and user-reported issues.
  • Use structured prompting for issue diagnosis, incident summarisation, escalation, release-impact review, knowledge creation, and reporting.
  • Explore AI-supported approaches for identifying recurring defects, service bottlenecks, stability concerns, and application-improvement opportunities.
  • Build responsible AI-assisted application-support workflows while maintaining security, data privacy, production safety, governance, and human validation.

Tools covered

Generative AI AssistantsAI Search & ResearchApplication Monitoring AILog & Error AnalysisIncident AnalysisKnowledge Management AIService Performance AnalysisReporting & Workflow Automation

Who should attend

  • Application Support Analysts
  • Application Support Engineers
  • Application Support Executives
  • Production Support Engineers
  • Application Management Professionals
  • Technical Support Engineers
  • Business Application Support Professionals
  • ERP Support Professionals
  • Application Operations Analysts
  • IT Support Professionals
  • Service Management Professionals
  • Application Administrators
  • Application Support Managers
  • Application Support & Management Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of application support, IT operations, or service-management processes
  • Familiarity with incidents, application logs, user issues, releases, or support tickets is helpful
  • Basic computer, spreadsheet, and document-handling skills
  • No AI or programming knowledge required
  • No previous AI training required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to application-support operations
  • Identifying AI applications across incident handling, troubleshooting, monitoring, documentation, and reporting
  • Understanding AI assistance versus Application Support professional and technical-owner judgement
  • Recognising limitations such as hallucinations, incomplete context, unsafe recommendations, and unsupported root-cause conclusions
Practical activities
  • Mapping a typical Application Support workflow
  • Identifying repetitive and information-intensive support activities suitable for AI assistance
  • Comparing a traditional support task with an AI-assisted approach

Scenarios

Application Incident to Validated Resolution

User Issue → AI-Assisted Incident Summary → Log & Error Review → Diagnostic Questions → Possible Causes → Technical Validation → Resolution → Knowledge Article

Participants use AI to structure a sample application incident, analyse supplied evidence, support troubleshooting, and document the validated resolution.

Application Support Data to Service Improvement

Incident Data + Availability + Performance Metrics + Recurring Errors → AI Analysis → Stability Patterns → Priority Issues → Improvement Actions → Management Report

Participants use AI to analyse sample application-support information, identify recurring stability and service concerns, and prepare a management-ready Application Improvement Plan.

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