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Course Outline

Introduction to AI and Its Role in IT Support

  • Key AI concepts: machine learning, NLP, and generative AI
  • How AI transforms technical support workflows
  • Overview of popular AI platforms for IT teams

Prompt Engineering for Support Scenarios

  • Writing effective prompts for support ticket responses
  • Structuring prompts for consistent and accurate AI outputs
  • Iterative refinement of AI-generated answers

AI-Powered Ticket Automation and Incident Management

  • Using AI to classify and prioritise incoming tickets
  • Automating routine response drafting with LLMs
  • Integrating AI with ticketing systems and workflows

Automated Generation of Technical Documentation

  • Converting troubleshooting notes into structured documentation
  • Generating step-by-step guides and solution articles with AI
  • Maintaining and updating knowledge base entries efficiently

Building Internal Knowledge Bases with AI

  • Organising support content into searchable knowledge bases
  • Using AI to surface relevant articles during ticket resolution
  • Versioning and governance of AI-generated documentation

Internal Virtual Assistants and Chatbots for IT Support

  • Designing chatbot conversation flows for common IT issues
  • Building and testing a support chatbot without coding
  • Deploying chatbots for employee self-service and FAQ handling

Predictive Analytics for Fault Detection and Prevention

  • Identifying patterns in historical incident data
  • Using AI to detect early warning signs of system failures
  • Setting up automated alerts and proactive maintenance triggers

Information Security and Responsible AI Use

  • Data privacy considerations when using AI in support
  • Preventing data leakage and securing AI tool configurations
  • Ethical guidelines and organisational AI usage policies

Measuring Impact and Continuous Improvement

  • Metrics for AI-driven support: resolution time and CSAT
  • Gathering feedback to refine AI responses and documentation
  • Building a roadmap for scaling AI across IT operations

Capstone Project: End-to-End AI Support Workflow

  • Designing an AI-assisted support pipeline for a real scenario
  • Building documentation and chatbot components
  • Presenting the solution and receiving peer feedback

Requirements

  • Basic understanding of IT support workflows and ticketing systems
  • Familiarity with common office and productivity software
  • No prior AI or programming experience required

Audience

  • IT support technicians and help desk staff
  • Systems administrators and network monitoring personnel
  • Technology team members responsible for user support and troubleshooting
  • IT professionals looking to integrate AI into their daily support workflows
 16 Hours

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