Role-Based Programme
RB1521

AI for Information Technology

Smarter IT Operations, Support, Automation & Service Management

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support IT teams across service management, technical support, documentation, operations, troubleshooting, and reporting.
  • Apply AI-assisted techniques to analyse incidents, service requests, logs, recurring issues, knowledge articles, and operational data.
  • Use structured prompting for troubleshooting, incident summarisation, root-cause support, documentation, communication, and IT reporting.
  • Explore AI-supported approaches for identifying recurring technical issues, service bottlenecks, operational risks, and automation opportunities.
  • Build responsible AI-assisted IT workflows while maintaining security, privacy, access control, accuracy, governance, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchDocument AISpreadsheet & Data AnalysisIT Service Management AIIncident AnalysisKnowledge Management AIIT Operations AutomationReporting & Workflow Automation

Who should attend

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

Prerequisites & Participant Readiness

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

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to IT operations and support
  • Identifying AI applications across service desk, infrastructure, documentation, troubleshooting, and reporting
  • Understanding AI assistance versus IT professional judgement and technical validation
  • Recognising limitations such as hallucinations, outdated recommendations, incomplete context, and unsupported technical conclusions
Practical activities
  • Mapping a typical IT support and operations workflow
  • Identifying repetitive and information-intensive IT activities suitable for AI assistance
  • Comparing a traditional IT task with an AI-assisted approach

Scenarios

IT Incident to Resolution & Knowledge Article

User Issue → AI-Assisted Ticket Summary → Diagnostic Questions → Evidence Review → Resolution Options → Technical Validation → User Response → Knowledge Article

Participants use AI to structure a sample IT incident, support troubleshooting, prepare communication, and convert the validated resolution into reusable knowledge documentation.

IT Operations Data to Service Improvement

Tickets + Alerts + SLA Data + Recurring Issues → AI Analysis → Service Patterns → Bottlenecks → Improvement Opportunities → Management Report

Participants use AI to analyse sample IT operational information, identify recurring service issues and improvement opportunities, and prepare a management-ready IT Service Improvement summary.

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