Training course – EU AI Act & AI Compliance – IT Service Desk & Support

EU AI Act & AI Compliance for IT Service Desk and Support Teams

Putting the EU AI Act into practice: risk categories, deployer obligations, AI literacy under Art. 4, AI policy and GDPR interfaces.

Duration
6 hours, one session
Format
Online or on-site
Language
German or English
Participants
open dates or exclusive for your team
Certificate
Certificate of attendance

Overview

“EU AI Act & AI Compliance for IT Service Desk and Support Teams” is a hands-on course for roles such as First- and second-line service desk analysts, Team leads and service desk managers and IT administrators and end-user support. Rather than learning EU AI Act & AI Compliance in the abstract, you work on tasks from your daily routine – with examples, exercises and templates from IT Service Desk & Support.

The EU AI Act is the first comprehensive legal framework for artificial intelligence, and it applies not only to providers but also to organisations that use AI systems in their daily work. In this compact course you will learn how the regulation is structured: prohibited practices, high-risk systems, transparency obligations and general-purpose AI models. You will find out which role your organisation plays as a deployer, which obligations follow and how to record and classify the AI applications you use in a structured way.

The practical part turns the requirements into manageable steps. You clarify what the AI literacy obligation under Article 4 means in concrete terms, how to organise training in a verifiable way and what an internal AI policy should cover. You also examine the interfaces with the GDPR, such as legal bases, data protection impact assessments and automated decision-making. You leave with an AI inventory template, a draft policy and a clear compliance roadmap for your area of work.

The IT service desk is the first point of contact for incidents, requests and questions about devices, software and access. Rising ticket volumes, more complex IT estates and hybrid working put support teams under growing pressure. Generative AI and AI agents are changing this field particularly strongly: they classify and prioritise tickets, suggest fixes from the knowledge base, write clear replies for users, turn resolved cases into knowledge articles and answer standard requests through self-service around the clock. Scripts for recurring admin tasks can also be produced faster with AI. That leaves specialists more time for complex incidents, problem management and service improvement.

The course is delivered live – either online in a virtual classroom or on-site in our training rooms in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run it exclusively for your team.

Who is this course for?

  • First- and second-line service desk analysts
  • Team leads and service desk managers
  • IT administrators and end-user support
  • IT service management and knowledge management leads
  • Internal and external support providers

Typical challenges we address

  • High ticket volumes with many repetitive requests
  • Incomplete or outdated knowledge bases
  • Users with very different levels of IT literacy
  • Meeting service levels with limited resources

What you will be able to do

  • You can explain how the EU AI Act is structured and assign your organisation to the correct roles.
  • You can classify the AI applications in use by risk category and maintain an AI inventory.
  • You can name the specific obligations of deployers and derive appropriate measures.
  • You can develop an AI literacy concept under Article 4 and a draft internal AI policy.
  • Handle tickets faster, more consistently and more user-friendly with AI support.
  • Build an up-to-date, well-structured knowledge base with AI.
  • Design self-service and automation solutions with a sensible handover to people.

Course outline

Module 1 Structure and logic of the EU AI Act
  • Objectives, scope and phased application of the regulation
  • Roles at a glance: provider, deployer, importer and distributor
  • The risk-based approach: prohibited practices, high risk, limited risk and minimal risk
  • Specific rules for general-purpose AI models
Module 2 Classifying risk in practice
  • Prohibited practices such as social scoring or emotion recognition in the workplace
  • High-risk areas under Annex III, including recruitment, creditworthiness and education
  • Transparency obligations for chatbots, synthetic content and deepfakes
  • Recording and classifying your own AI applications in an AI inventory
Module 3 Obligations for deployers of AI systems
  • Use in line with instructions and human oversight by competent staff
  • Input data quality, monitoring of operation and retention of logs
  • Informing employees and affected persons and reporting serious incidents
  • Fundamental rights impact assessment: when it is required and how it works
Module 4 AI literacy under Art. 4 and internal AI policy
  • What sufficient AI literacy means for different roles
  • Designing training concepts and documenting measures verifiably
  • Components of an AI policy: approved tools, data classes, approvals and labelling
  • Responsibilities, AI officers and involving the works council and IT
Module 5 GDPR interfaces and governance
  • Legal bases, purpose limitation and data minimisation when using AI
  • Data protection impact assessment and its relationship to the fundamental rights assessment
  • Automated individual decisions, data subject rights and data processing agreements
  • Compliance roadmap: priorities, ownership and regular review
Module 6 Practice lab: IT Service Desk & Support
  • Classifying and prioritising tickets
  • Fix suggestions from knowledge
  • Clear user communication
  • Writing knowledge articles
  • Self-service and chatbots
  • Scripts for routine tasks
Module 7 Data protection, quality & transfer to daily work
  • Tickets often contain personal data, access details and information about IT infrastructure that must not flow into unapproved AI services; passwords and keys never belong in prompts. Using ticket data to evaluate staff performance requires compliance with the GDPR and employee representation rules, and AI-generated scripts must be reviewed according to IT security policies.
  • Ground rules for safe AI use in your team
  • Checking results: facts, sources, tests and the four-eyes principle
  • Personal action plan for the next 30 days
  • Open questions, outlook and resources for further learning

Practical scenarios from your field

Classifying and prioritising tickets

Incoming tickets are categorised by type, urgency and affected service, missing information is detected and follow-up questions to users are prepared automatically. Duplicate tickets and related incidents are detected too.

Fix suggestions from knowledge

Drawing on the knowledge base, past tickets and vendor documentation, AI suggests resolution steps, which the analyst checks and adapts to the specific situation. Sources are always cited.

Clear user communication

Technical fixes are turned into clear, friendly step-by-step guides, incident status updates are drafted and replies are provided in several languages. Fewer follow-up questions arise, and users can solve simple issues themselves.

Writing knowledge articles

Resolved tickets and notes become structured knowledge articles with symptom, cause and resolution; outdated articles are identified and flagged for review. Team knowledge keeps growing and stays current.

Self-service and chatbots

AI agents answer standard questions such as password resets, VPN setup or printer issues in the self-service portal and hand complex cases to the team with a summary.

Scripts for routine tasks

Administrators use AI to create PowerShell or Bash scripts for recurring tasks such as user provisioning or reports, and test them carefully before use. A review before production use is mandatory.

Prerequisites

No legal background is required. A basic knowledge of the GDPR and an overview of the AI applications used or planned in your area are helpful. Experience in IT support or IT service management; basic scripting skills are helpful but not required.

Technical requirements

All you need is a laptop with an up-to-date browser and an office suite for working with templates. No special AI licences are necessary.

Data protection & compliance

Tickets often contain personal data, access details and information about IT infrastructure that must not flow into unapproved AI services; passwords and keys never belong in prompts. Using ticket data to evaluate staff performance requires compliance with the GDPR and employee representation rules, and AI-generated scripts must be reviewed according to IT security policies.

Dates & locations

For every location we suggest a date roughly four weeks ahead. Your preferred date is always possible.

  • Munich Wed, 16 December 2026 6 hrs Request
  • Salzburg Mon, 14 December 2026 6 hrs Request
  • Berlin Wed, 16 December 2026 6 hrs Request
  • Augsburg Mon, 14 December 2026 6 hrs Request
  • Hanover Tue, 15 December 2026 6 hrs Request
  • Bremen Tue, 15 December 2026 6 hrs Request
  • Stuttgart Tue, 15 December 2026 6 hrs Request
  • Kaiserslautern Tue, 15 December 2026 6 hrs Request
  • Online Wed, 16 December 2026 6 hrs Request

Frequently asked questions

Does the EU AI Act apply to companies that only use AI tools?

Yes. Anyone using AI systems under their own authority in a professional context is a deployer. All deployers must, in particular, ensure that their staff have sufficient AI literacy. Where high-risk systems are used, for example in recruitment, further obligations apply, such as human oversight, logging and informing the people affected.

Does this course satisfy the training obligation under Article 4?

The course covers core AI literacy content and you receive a certificate of attendance that you can add to your documentation. However, Article 4 requires measures tailored to role, prior knowledge and context of use. That is why you also learn how to set up and maintain your own AI literacy concept for your organisation.

Does the course replace legal advice?

No. The training provides practical knowledge for specialists and managers so they can interpret requirements, ask precise questions and implement first measures. For binding assessments of individual systems, especially in high-risk areas, you should involve your legal department, your data protection officer or external specialist lawyers.

Will an AI chatbot replace first-line support?

An AI agent can resolve many standard requests on its own and pre-qualify tickets. Complex incidents, exceptions and users who need personal help stay with the team. Success depends on a clear handover with a summary. In the course you design such handovers and define which cases are suitable for automation.

How do I prevent incorrect fix suggestions from AI?

Ground the AI in verified knowledge such as your knowledge base and vendor documentation, ask for sources and check critical steps before executing them. For changes to systems, the four-eyes principle applies. The course shows how to build quality assurance into the support process.

How much does “EU AI Act & AI Compliance for IT Service Desk and Support Teams” cost?

The course costs a flat €949 plus VAT per participant – whether online or on-site. This includes 6 hours of live training with a trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. For every location we suggest a date roughly four weeks ahead. In the request form you can always describe your preferred date or period in free text – we check availability and get back to you within one working day.

Is the course online or on-site?

Both are possible: live online in a virtual classroom or on-site in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run the course exclusively for your team.

Can the course be tailored to our team?

Yes. Tailor-made courses cost approx. €4,500 more, depending on the topic and by arrangement. We agree content, examples and exercises with you in advance.

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