SharePoint Intranet with Automated Ticket Management
Customer
The Customer is a national US bank with $1 billion+ in assets. The bank’s activities are centered around commercial lending and deposits.
Challenge
Having classic SharePoint Online intranet, the Customer wanted to convert it to a modern experience, integrate the intranet with their Directory Services, and update the intranet’s security. The Customer also needed to create the intranet’s architecture to reflect the company’s organizational structure and workflows. To streamline management of IT-related employee requests, the Customer needed integration of the intranet with a third-party ticketing solution that was easy to use and could be deployed across the enterprise. The Customer commissioned ScienceSoft, an experienced SharePoint intranet developer, to customize the look, feel and functionality of the corporate SharePoint intranet.
Solution
ScienceSoft’s team thoroughly studied the Customer’s needs and successfully fulfilled the project within 3 months.
Our SharePoint team started with building the intranet’s structure, which consisted of a hub site and department sites. They also created a custom organization chart that used data from Azure Active Directory and allowed filtering the company’s employees, for example, by department.
ScienceSoft’s team enabled document search within a certain department. Our team also implemented filtering the intranet’s content by type, author, and other attributes. What’s more, ScienceSoft’s team created an approval workflow for content publishing, which helped accelerate publishing new content to the intranet. In addition, a custom internal wiki was deployed, which served as a digital library across the bank.
Our SharePoint team smoothly integrated the intranet with a third-party ticketing system, which helped streamline handling IT requests. Also, the team helped the Customer configure the ticketing tool to meet their specific needs.
Results
Due to the intranet customization, the Customer got an intranet with a modern look and feel, organized structure, empowered employee functionality, and robust document search. Due to the integration with the ticketing system, employees could create IT-related requests conveniently right from the intranet. The approval workflow helped streamline updating of the intranet’s content. This was accomplished on time and within the budget allocated.
Technologies and Tools
SharePoint Online, Azure Active Directory
