A Framework for Developing Integrated Internal Service Portals Using Microsoft Power Platforms: Triage, Inventory, and Self-Service Applications

Abstract

The present paper is a detailed plan on creating integrated internal service portals with the help of Microsoft Power Platforms, paying attention to triage, stock, and self-service applications. As the need to manage services with more efficiency and at a lower cost rises, low-code solutions, such as Microsoft Power Platform, to manage the development and deployment of internal service portals continue to be used in organizations. The suggested model presents a top-down process of developing self-service portals allowing the employees to conveniently access triage systems, inventory management, and address general services queries on their own. The framework will enable real-time tracking of the services, automated processes, and decisions that are made based on the data using the possibilities of Power Apps, Power Automate, and Power BI. The triage application will support the classification and prioritization of requests of the services, and critical issues will be solved as soon as possible. The inventory management system allows dealing with the allocation and efficient tracking of resources, whereas the self-service portal allows direct employees to deal with routine tasks and requests without direct work with IT and support teams. Furthermore, it is also connected with Microsoft Power Virtual Agents to offer chatbot-based service that enhances customer experience and productivity. The given study provides the particular methodology of integrating these applications into a single system with great focus on scalability, security and low maintenance. The relevance of the framework is observed in the case study within the enterprise context, where one can observe how the framework can be used to reduce the cost of operation, improve the rate of service delivery, and increase productivity in general.