Role-Based Programme
RB1523

AI for IT

Advanced IT Operations, Automation, Service Intelligence & Technology Management

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

Programme Objectives

  • Develop advanced capability to apply AI across IT operations, service management, infrastructure, applications, cloud environments, cybersecurity support, and technology governance.
  • Use AI to analyse tickets, logs, incidents, technical documentation, configuration information, operational metrics, user requests, and system-performance data.
  • Build repeatable AI-assisted workflows for troubleshooting, incident management, service requests, documentation, change management, automation, and reporting.
  • Apply AI to identify recurring incidents, service bottlenecks, infrastructure risks, operational anomalies, knowledge gaps, and automation opportunities.
  • Design responsible AI-enabled IT workflows with appropriate controls for security, privacy, access, accuracy, change management, auditability, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchDocument AICoding AssistantsIT Service Management AILog & Incident AnalysisInfrastructure & Cloud AnalyticsCybersecurity Support AIKnowledge Management AIReporting & Dashboard ToolsWorkflow Automation

Who should attend

  • IT Managers
  • IT Operations Managers
  • IT Infrastructure Professionals
  • IT Service Management Professionals
  • System Administrators
  • Network Administrators
  • Cloud Operations Professionals
  • IT Support Engineers
  • Service Desk Leads
  • Application Support Professionals
  • IT Analysts
  • Technology Operations Professionals
  • IT Project Professionals
  • Cybersecurity & IT Governance Professionals
  • IT Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of IT operations, infrastructure, application support, service management, cloud, or enterprise technology environments
  • Familiarity with incidents, service requests, system logs, technical documentation, change processes, and IT performance metrics
  • Basic proficiency with spreadsheets, documentation tools, ticketing systems, and workplace productivity applications
  • No previous AI course attendance required
  • No programming background required

TOC Modules

Concepts
  • Understanding Generative AI, analytical AI, coding assistants, and workflow automation
  • Mapping AI opportunities across IT operations, support, infrastructure, applications, and governance
  • Understanding AI assistance versus authorised technical decision-making
  • Recognising hallucination, security, privacy, and configuration-risk concerns
Practical activities
  • Mapping an existing IT workflow and identifying AI opportunities
  • Comparing manual and AI-assisted IT activities
  • Creating an IT AI opportunity matrix

Scenarios

IT Incident to Permanent Resolution

User Incident → AI Triage → Log & Event Analysis → Technical Investigation → Root Cause → Resolution → Change / Fix → Validation → Knowledge Article → Closure

Participants use AI-assisted techniques to manage a simulated IT incident from intake through diagnosis, controlled resolution, documentation, and knowledge capture.

IT Operations Data to Intelligent Service Management

Tickets + Logs + Infrastructure Metrics + Cloud Data + Security Alerts + Change Records → AI Analysis → Recurring Patterns → Priority Risks → Automated Routing → Operations Dashboard → IT Management Review

Participants design an AI-enabled IT operations workflow that consolidates technical signals, identifies recurring service and infrastructure problems, automates appropriate follow-up, and strengthens operational visibility while retaining production and security decisions with authorised IT professionals.

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