Generative AI: Order pipelines, Mail-flow tracking, and Outlook rules

Passt der Kurs zu dir?

1. 1
   Grundlegende Sicherheit mit Maus, Tastatur und Dateiordnern, da die Übungen ab der ersten Stunde in den Programmen stattfinden.
2. 2
   Klarheit, ob dein Zielbetrieb die Desktop-Version von Office oder die Cloud-Variante mit Teams, SharePoint und Copilot nutzt.
3. 3
   Für eine Förderung ein Beratungsgespräch bei der Agentur für Arbeit vor Kursbeginn und einen Bildungsgutschein nach § 81 SGB III.

Das lernst du

1. 1
   Program Objectives
2. 2
   This training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Office Clerks (m); participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.
3. 3
   Practical Application for Office Clerks (m)
4. 4

   The following typical tasks from the daily work of Office Clerks (m) serve as worked examples in the exercises; they can be adapted to other fields of activity during the course

   Mail-flow tracking
   Outlook rules
   Template libraries
   Travel expense reports
   Order pipelines
   ITIL® 4 Specialist: Monitor, Support and Fulfil & AI Management: Prompt Engineering
   ITIL® 4 Specialist: Monitor, Support and Fulfil
   Introduction to ITIL 4 and key practices
   People, roles, and collaboration in Event Management
   Data flows, tools, and automation in Monitoring
   Fundamentals of Incident Management
   Incident Management process workflows
   External sources and partner integration in the Event flow
   The Service Desk: functions and tasks
   Event Management within the operational value stream
   Service Desk as a human interface - roles and culture
   Service Request Management essentials
   Effective management of Service Requests
   Service Desk tools, channels, and knowledge bases
   Monitoring and Event Management fundamentals
   Outsourcing, virtual agents, and partner roles in the Service Desk
   Monitoring techniques and tools
   Service Desk within the Service value stream - intake, escalation, and feedback
   Structured request processing - people and roles in SRM
   Event Management processes
   Automation of Service Requests - tools and technologies
   Problem Management and its significance
   Supplier integration for Service Requests
   Problem Management process workflows
   Requests as part of efficient value streams
   Integration of ITIL practices
   Case studies and best practices
   Incident handling begins with people - roles and culture
   Preparation for the certification exam
   Technology deployment in Incident Management
   Practical exercises and simulations
   Suppliers in the Incident process - OLA, UC, and escalation
   Summary and outlook
   Incidents in the value stream: fastest possible restoration
   Root cause analysis requires knowledge, roles, and attitude
   Methodical support for root cause analysis - tools and data sources
   Collaboration with partners on problems and troubleshooting
   From analysis to value creation - problems in value streams
   Exam preparation
   AI Management: Prompt Engineering
   Fundamentals of Artificial Intelligence and language models
   Introduction to AI Management and Prompt Engineering
   Constructing effective prompts: structure and language choice
   Goal definition and task specification in Prompt Engineering
   Techniques for contextualization and detailing
   EXCURSUS: Hallucinations
   EXCURSUS: Prompting for Images
   Learning Objectives

5. 5

   Upon completion of this program, participants will be able to

   Apply ITIL 4 principles to monitor, support, and fulfill IT services.
   Implement effective Incident, Problem, and Service Request Management processes.
   Understand the role of the Service Desk and its integration into value streams.
   Utilize monitoring and event management techniques and tools.
   Develop and apply effective prompts for AI language models.
   Understand the fundamentals of AI management and prompt engineering.
   Analyze and contextualize information for AI interactions.
   Identify and mitigate potential issues such as AI hallucinations.
   Career Prospects
   This training program provides competencies applicable to roles in IT Service Management, IT Operations, and AI implementation. Potential career paths include positions in IT support, service desk management, incident management, problem management, and AI application development or management. The skills acquired are relevant for professionals seeking to enhance IT service delivery and leverage AI technologies effectively.

1. 1

   Dortmund

   07.12.2026 · Blended Learning · Vollzeit · 1–3 Monate · 1.000–5.000 €

2. 2

   Bielefeld

   07.12.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

3. 3

   Bremen

   07.12.2026 · Blended Learning · Vollzeit · 1–3 Monate · 1.000–5.000 €

4. 4

   Bremen

   07.12.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

5. 5

   Eschborn

   07.12.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

Förderwege

Wer deinen Kurs zahlt

Was dir die Qualifikation beruflich bringt

1. 1

   Tabellen auswerten statt abtippen

   Mit Pivot-Tabellen, bedingter Formatierung und Verweisfunktionen fasst du lange Listen in wenigen Schritten zusammen. Ein Aufbaukurs übt das an Umsatz-, Lager- oder Personallisten. Beispiel: Du fasst die Monatsumsätze aller Filialtabellen in einer einzigen Pivot-Auswertung zusammen.

2. 2

   Wiederkehrende Abläufe automatisieren

   VBA-Kurse zeigen, wie du Makros aufzeichnest und anpasst, damit Excel Berichte selbst formatiert oder Daten aus mehreren Dateien zusammenführt. Copilot-Kurse ergänzen, wie du Entwürfe und Formeln per Texteingabe anforderst und das Ergebnis kontrollierst. Beispiel: Ein Makro erstellt jeden Montag den Wochenbericht im Firmenlayout, den du bisher von Hand formatiert hast.

3. 3

   Kenntnisse mit dem MOS-Zertifikat belegen

   Das Zertifikat Microsoft Office Specialist (MOS) weist geprüfte Fähigkeiten in einzelnen Office-Programmen nach. Für die Stufe Associate bestehst du drei Prüfungen in unterschiedlichen Programmen, etwa Word, Excel und PowerPoint. Beispiel: Eine Bewerberin für die Teamassistenz legt ihren Unterlagen das MOS-Zertifikat für Word, Excel und Outlook bei.

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