Role-Based Programme
RB1520

AI for Information Technology

Smarter IT Operations, Support, Automation & Technical Productivity

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

Programme Objectives

  • Understand how AI can support Information Technology activities across service support, troubleshooting, documentation, automation, analysis, and reporting.
  • Explore practical prompting techniques for technical queries, incidents, logs, user support, scripts, and IT documentation.
  • Apply AI to organise technical information, accelerate issue analysis, generate structured documentation, and improve IT productivity.
  • Identify opportunities to reduce repetitive effort across IT operations, service management, infrastructure, application support, and administration.
  • Recognise cybersecurity, confidentiality, access control, technical validation, and human-review requirements when using AI in IT environments.

Tools covered

Generative AI AssistantsAI-Assisted TroubleshootingTechnical DocumentationLog & Incident SummarisationCode & Script AssistanceKnowledge SearchIT Workflow AutomationReporting Support

Who should attend

  • IT Executives
  • IT Support Professionals
  • Service Desk Analysts
  • System Administrators
  • Network Administrators
  • Infrastructure Professionals
  • Application Support Professionals
  • IT Operations Professionals
  • Cloud Operations Professionals
  • Database Support Professionals
  • IT Analysts
  • Technical Support Engineers
  • IT Managers
  • Information Technology Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of IT systems, applications, infrastructure, or technical-support activities
  • Familiarity with incidents, service requests, troubleshooting, or technical documentation is helpful
  • Basic computer and digital-productivity skills
  • No AI or programming knowledge required
  • No previous Generative AI experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to modern IT environments
  • Identifying AI applications across IT operations, support, infrastructure, applications, and administration
  • Understanding AI assistance versus IT professional judgement and accountability
  • Recognising technical, security, and operational activities requiring human validation
Practical activities
  • Mapping common IT activities to potential AI applications
  • Comparing a traditional IT support task with an AI-assisted approach

Scenarios

IT Incident to Resolution Support

User Issue → AI-Assisted Incident Structuring → Logs & Symptoms → Possible Causes → Troubleshooting Steps → Validation → Resolution Note

Participants use AI to organise a sample IT incident, analyse supplied technical information, develop troubleshooting steps, and prepare a structured resolution note while retaining final technical decisions with authorised IT professionals.

Recurring IT Issues to Knowledge & Automation Improvement

Incident Records → AI Analysis → Recurring Patterns → Common Resolutions → Knowledge Article → Automation Opportunity → IT Summary

Participants use AI to analyse recurring support issues, identify common resolution patterns, create reusable technical documentation, and highlight appropriate opportunities for IT workflow automation.

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