Course Objective & Scope
IT operations, system administration and service desk (ITSM) teams deal with heavy ticket volumes, repetitive infrastructure tasks, post-incident root-cause reports (RCAs) and incomplete runbooks. This course covers hands-on AI use across L1/L2/L3 ticket triage, log and error analysis, PowerShell/Bash/Python administration scripts, CAB change documentation and managing Shadow AI risks across the enterprise.
Exercises use anonymised ITSM tickets, system logs and infrastructure scenarios. The team leaves with a standard runbook template, a safe script-review checklist and an IT operations prompt library.
Who Should Attend?
- IT service management (ITSM), service desk and technical support teams
- System, network, cloud and infrastructure administrators
- IT operations, application support and SRE teams
- IT managers and service delivery leads
Key Takeaways
- Analyse incident records and log outputs to identify root causes and remediation steps
- Generate and verify PowerShell, Bash and configuration scripts for routine admin tasks
- Turn resolved incidents into standard runbooks, SOPs and knowledge-base articles
- Draft CAB change impact analyses, rollback plans and post-incident RCA reports
- Spot Shadow AI usage in the enterprise and guide users toward approved corporate tools
Curriculum
AI Workflows in ITSM and Technical Support
- Ticket classification, summarisation and L1/L2 resolution suggestions
- Generating knowledge-base (KB) articles from resolved tickets
- Writing clear, non-technical status updates and resolution notes for users
Incident Response, Log Analysis and Root Cause (RCA)
- Anonymising and interpreting error messages, stack traces and system logs
- Building major-incident timelines and post-mortem (RCA) reports
- Deriving problem-management records from recurring incidents
Admin Scripting and Configuration Automation
- Generating and explaining PowerShell, Bash, SQL and CLI commands
- Automation drafts for Active Directory, M365, Linux and cloud administration
- Safety and impact checks before running AI-generated scripts in production
Change Management, Runbooks and Infrastructure Docs
- Drafting CAB change impact analyses, test plans and rollback procedures
- Updating standard runbooks and disaster-recovery (DR) procedures
- Converting network and system topologies into Mermaid/text diagrams
IT Security, Secrets Hygiene and Shadow AI Governance
- Preventing leakage of IPs, credentials, certificates and internal topology
- IT controls for managing unapproved employee AI tools (Shadow AI)
- Safe-use policy and verification checklist for the IT team
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