Role-Based Programme
RB1522

AI for IT

Smarter IT Operations, Automation, Service Management & Technology Decision Support

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Apply AI across IT activities including service management, troubleshooting, infrastructure operations, documentation, automation, knowledge management, and reporting.
  • Use AI-assisted techniques to analyse incidents, service requests, system information, technical documentation, operational data, and recurring IT issues more efficiently.
  • Develop structured workflows for incident triage, problem analysis, change support, asset and configuration management, and operational follow-up.
  • Improve IT productivity through AI-assisted documentation, knowledge retrieval, automation design, technical communication, and management reporting.
  • Apply responsible AI practices covering cybersecurity, data privacy, access control, technical validation, confidentiality, and human oversight.

Tools covered

Generative AI AssistantsIT Service Management SupportDocument IntelligenceLog & Incident Analysis SupportKnowledge ManagementInfrastructure AnalysisSpreadsheet AnalysisAutomation SupportIT ReportingWorkflow Automation

Who should attend

  • IT Managers
  • IT Operations Professionals
  • IT Support Professionals
  • System Administrators
  • Infrastructure Professionals
  • IT Service Management Professionals
  • Network Operations Professionals
  • Cloud Operations Professionals
  • IT Analysts
  • Application Support Professionals
  • IT Automation Professionals
  • Technology Operations Professionals
  • Technical Support Leads
  • Information Technology Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of IT operations, support, infrastructure, applications, or technology services
  • Familiarity with incidents, service requests, systems, logs, changes, or technical documentation is helpful
  • Basic spreadsheet and technical documentation skills
  • Basic awareness of Generative AI is helpful
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, analytics, automation, and their role in IT
  • Identifying AI applications across support, operations, infrastructure, documentation, and service management
  • Understanding AI assistance versus IT professional judgement and technical accountability
  • Recognising risks related to sensitive technical data, inaccurate recommendations, and uncontrolled automation
Practical activities
  • Mapping common IT activities to AI-assisted opportunities
  • Identifying repetitive IT tasks suitable for AI support
  • Comparing traditional and AI-assisted IT workflows

Scenarios

Recurring IT Incident to Problem Resolution

Incident Tickets → AI-Assisted Classification → Evidence Review → Pattern Detection → Root-Cause Analysis → Corrective Action → Knowledge Article → Monitoring

Participants analyse recurring IT incidents, identify common patterns, structure root-cause investigation, define corrective actions, and create reusable knowledge documentation for future resolution.

IT Operations Data to Service Improvement Plan

Service Desk Data + Infrastructure Metrics + SLA Results + Asset Information → AI Analysis → Operational Trends → Bottlenecks → Automation Opportunities → Improvement Plan → Management Report

Participants consolidate multiple IT information sources, identify recurring operational issues and service weaknesses, and prepare a management-ready IT improvement plan with actions, owners, and priorities.

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