Trainings/
AI Level-2 Deep Dive for BizOps

Course – AI & Agentic AI Engineering

AI Level-2 Deep Dive for BizOps — Intelligent Service Desk Orchestrator (ISDO) Capstone

A 7-day, 24.5-hour applied AI programme for Business Operations, Service Delivery, PMO, and Shared Services teams — ending in a working, agentic IT Service Desk Orchestrator built entirely with Claude Desktop.

7 Days / 24.5 Hrs
Advanced
Classroom / Live Virtual
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Duration
7 Days / 24.5 hrs
Level
Advanced
Format
Classroom / Live Virtual
Domain
AI · Agentic AI

Training Methodology

Learning by Building

Every module is anchored in a hands-on lab, and from Day 5 onward every lab builds a real component of the ISDO capstone — participants don’t watch a demo, they ship a working agentic system.

01

Explore

Hands-on labs from Day 1, using Claude Desktop as a coding partner throughout.

02

Experiment

Work against real Ops scenarios — SOPs, incidents, tickets, KPI data.

03

Integrate

Every weekend lab wires directly into the ISDO capstone build.

04

Ship

Leave with a working AI-powered IT Service Desk Orchestrator running on your own laptop.

Who This Is For

Business Operations
Service Delivery
PMO
Shared Services

What You’ll Be Able to Do

  • Apply RAG, prompt engineering, and the TFCE framework to real Ops workflows
  • Automate inbox responses, process mapping, and KPI narratives with AI
  • Design no-code/low-code automations across Power Automate, Zapier, Make.com, and n8n
  • Build and orchestrate a multi-agent system with LangGraph, MCP, and HITL approval gates
  • Apply Responsible AI principles: PII redaction, bias evaluation, governance and audit trails
  • Have a working, demoable AI-Powered IT Service Desk Orchestrator (ISDO) POC

Prerequisites

  • No prior coding experience required — all agent code is generated via Claude Desktop (vibe-coding)
  • Familiarity with your organisation’s ticketing/ITSM tools is helpful (ServiceNow, Jira, Confluence)

Curriculum

Day 1
Applied AI Foundations for BizOps
  • Transformer/LLM basics: tokens, attention, context windows, hallucination limits
  • RAG vs plain LLMs for private Ops data (incident KB, SOPs, contracts)
  • Fine-tuning vs prompt engineering vs LoRA/QLoRA adapters
  • Multi-agent systems first look: the Planner/Worker/Reviewer pattern
Hands-on: Lab: RAG vs non-RAG accuracy on an Ops SOP corpus; prompt determinism experiments
Day 2
Advanced Prompt Engineering for Operations
  • TFCE framework: Task, Format, Constraints, Examples
  • System prompts, multi-step prompt chains, self-critique
  • RCA, process-mapping, and escalation-summary prompt patterns
Hands-on: Lab: build RCA prompts, extract SOP steps, build an agentic weekly-status summariser
Day 3
AI Tools for BizOps Automation
  • Copilot in M365, and AI inside JIRA, ServiceNow, Confluence
  • AI-augmented dashboards: Power BI AI, Tableau Pulse
  • Document AI for forms, contracts, and SOP compliance checking
Hands-on: Lab: policy-controlled inbox automation, process maps from meeting notes, KPI narratives
Day 4
No-Code / Low-Code AI Automations
  • Power Automate, Zapier, Make.com, n8n — the automation landscape
  • UiPath StudioX for attended bots; when RPA + AI beats pure AI
  • Connecting Outlook, Teams, ServiceNow, SharePoint
Hands-on: Lab: email → categorise → summarise → ServiceNow ticket automation; auto weekly report generation
Day 5
Automation Completion + ISDO Capstone Architecture Preview
  • SLA breach alerts with AI-powered conditional triggers
  • Bridge from rule-based automation to AIOps and GenAI Ops
  • Full ISDO architecture walkthrough: Supervisor → Triage → Resolution → SLA → Communication agents
Hands-on: ISDO Lab: project scaffold setup with Claude Desktop — agents/, data/, mcp_server/, tests/
Day 6
GenAI Data Skills, AI Agents & Responsible AI + ISDO Labs C1–C4
  • Data cleaning, unstructured-to-structured extraction, embeddings & vector search
  • Agent orchestration: Planner/Worker/Reviewer, the ReAct loop, LangGraph StateGraph
  • Responsible AI: PII handling, bias evaluation, governance & audit trail design
Hands-on: ISDO Labs: ChromaDB knowledge base, mock ServiceNow/Jira APIs, Triage Agent, Resolution/KB Agent
Day 7
Full ISDO Capstone Build, Integration & Showcase
  • Advanced LangGraph orchestration, HITL approval gates for risky actions
  • A2A Knowledge Specialist + custom MCP server wiring
  • PII redaction middleware and full audit-trail logging
Hands-on: ISDO Labs C5–C9: SLA/escalation agent, full StateGraph orchestrator, end-to-end integration run, live participant POC showcase

Delivery Details

  • Weekday sessions (Mon–Fri): 2.5 hrs/day — pure curriculum through Wednesday, ISDO bridge from Thursday
  • Weekend sessions (Sat–Sun): 6 hrs/day — full ISDO capstone build, integration, and live showcase
  • Delivered as classroom or live virtual instructor-led — scheduled around your team
  • 15+ hands-on labs; capstone labs produce working components of a real agentic system

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