Role-Based Programme
RB1487

AI-Powered Application Support & Management

Intelligent Incident Resolution, Application Reliability & Service Automation

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced capability to apply AI across application support, incident management, troubleshooting, monitoring, maintenance, release support, and service improvement.
  • Use AI to analyse application logs, incidents, error messages, user reports, performance metrics, interface failures, database symptoms, and support histories.
  • Build repeatable AI-assisted workflows for application triage, root-cause investigation, defect coordination, escalation, knowledge management, and reporting.
  • Apply AI to identify recurring application failures, performance degradation, integration issues, support bottlenecks, knowledge gaps, and automation opportunities.
  • Design responsible AI-enabled Application Support & Management workflows with appropriate controls for production access, security, data privacy, change management, validation, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchApplication Monitoring ToolsLog & Event AnalyticsIT Service Management AICoding & Scripting AssistantsDatabase & API Diagnostic ToolsKnowledge Management AIReporting & Dashboard ToolsWorkflow Automation

Who should attend

  • Application Support Managers
  • Application Support Engineers
  • Application Support Analysts
  • Production Support Engineers
  • Application Managers
  • Technical Support Engineers
  • Enterprise Application Support Professionals
  • Business Application Support Professionals
  • Application Operations Engineers
  • L2 Support Engineers
  • L3 Support Engineers
  • IT Operations Analysts
  • Application Service Managers
  • Technical Application Leads
  • Application Support & Management Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of application support, production support, enterprise applications, IT operations, or application management
  • Familiarity with incidents, logs, application errors, databases, APIs, integrations, releases, and support processes
  • Basic proficiency with spreadsheets, technical documentation, ticketing platforms, and workplace productivity applications
  • No previous AI course attendance required
  • No advanced programming background required

TOC Modules

Concepts
  • Understanding Generative AI, analytical AI, coding assistants, and operational automation
  • Mapping AI opportunities across application support, monitoring, troubleshooting, and service management
  • Understanding AI assistance versus authorised application and production decisions
  • Recognising hallucination, sensitive-data, security, and production-change risks
Practical activities
  • Mapping an existing Application Support lifecycle
  • Comparing manual and AI-assisted support activities
  • Creating an Application Support AI opportunity matrix

Scenarios

Application Incident to Permanent Resolution

User Incident → AI-Assisted Triage → Log Analysis → Dependency Review → Fault Isolation → Temporary Resolution → Root Cause Analysis → Permanent Fix → Validation → Knowledge Capture

Participants use AI-assisted techniques to investigate a simulated application failure, analyse technical evidence, coordinate support and development teams, validate the resolution, and document reusable support knowledge.

Application Support Data to Intelligent Service Operations

Tickets + Logs + Performance Metrics + Defects + Release Data + SLA Information → AI Analysis → Recurring Issues → Priority Risks → Automated Routing & Follow-Up → Application Dashboard → Service Review

Participants design an AI-enabled Application Support workflow that consolidates service and technical signals, identifies recurring reliability problems, automates suitable support activities, and strengthens application-service visibility while retaining production decisions with authorised IT professionals.

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