Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
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 prioritize 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
- Organizing 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 organizational 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
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customised Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from £4800 + VAT*
Contact us for an exact quote and to hear our latest promotions
