{"id":10083,"date":"2026-05-15T13:02:42","date_gmt":"2026-05-15T11:02:42","guid":{"rendered":"https:\/\/jovoco.io\/fallstudien\/update-it-service-processes\/"},"modified":"2026-06-25T10:13:39","modified_gmt":"2026-06-25T08:13:39","slug":"update-it-service-processes","status":"publish","type":"fallstudien","link":"https:\/\/jovoco.io\/en\/case-studies\/update-it-service-processes\/","title":{"rendered":"Automating IT Service Processes – Centralized Process Control with Power Apps"},"content":{"rendered":"\t\t

\n\t\t\t\t

\n\t\t\t\t\t

\n\t\t

\n\t\t

\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\tAll case studies<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t

\n\t\t\t\t\t

\n\t\t

\n\t\tAutomating IT Service Processes – Centralized Process Control with Power Apps\t<\/h1>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\tAs the number of systems under management grows, so does the need for clearly structured IT service processes. A solution based on Power Apps, Dataverse, and Power Automate ensures transparent maintenance cycles and centralized process control. \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t
Customer<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tIndustry: IT systems provider<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tCompany size: 15 employees<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tProject location: Freiburg im Breisgau<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t
Customer benefits<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tTransparent Management of Maintenance Reports and Service Cycles <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tStructured master data for customers, servers, and maintenance orders<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tClearly defined process steps, including a dual-review process <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tExtensible platform for future internal employee apps<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t
Technology stack<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tMicrosoft Power Apps<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tMicrosoft Dataverse<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tMicrosoft SharePoint<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tMicrosoft Power Automate<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tMicrosoft Security Groups<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\"This solution provides us with a clear structure for our maintenance processes. The centralized overview of maintenance reports and their status within the service cycle is particularly helpful.\"<\/div>\n\t\t\t\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
IT Service Management<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tChallenges<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\tChallenges of the customer\t<\/h2>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
The Company <\/span>manages servers and IT systems for numerous clients as part of regular maintenance cycles. This process generates maintenance reports, which are reviewed internally and then forwarded to the respective contacts at the client. <\/span><\/span> <\/span>
<\/span> <\/span>
<\/span>As the number of systems under management grew, it became increasingly important to be able to manage maintenance reports and process statuses centrally and transparently. The goal was therefore to create a solution that provides a clear overview of maintenance cycles while remaining flexible enough to accommodate future expansions. <\/span><\/span> <\/span>
<\/span> <\/span>
<\/span>In addition to<\/span> In addition to the structured management of maintenance reports, the maintenance of master data for customers, contacts, and servers was also to be standardized. At the same time, there was a desire to create a technical foundation that could eventually be used as part of an internal employee app for other business processes. <\/span><\/span> <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tProcedure<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\tOur approach\t<\/h2>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
To map the maintenance process in a structured way while also creating an expandable platform, a solution based on the Microsoft Power Platform was developed.<\/span><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t
<\/div><\/div>\n\t
\n\t
\n\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t
<\/div><\/div>
Analysis of Existing Maintenance Reports<\/h3>
The existing maintenance process was analyzed, and the individual steps\u2014from the receipt of a maintenance report to its transmission to the customer\u2014were documented in a structured manner.<\/span><\/span><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t
<\/div>\n\t<\/div>\n\t
1<\/div><\/div>
<\/div><\/div><\/div>
\n\t
\n\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t
<\/div><\/div>
Developing a Structured Data Model<\/h3>
A central data model in Microsoft Dataverse ensures consistent master data for customers, servers, and maintenance orders.<\/span><\/span><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t
<\/div>\n\t<\/div>\n\t
2<\/div><\/div>
<\/div><\/div><\/div>
\n\t
\n\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t
<\/div><\/div>
Power Apps Application<\/h3>
Operational use is handled through a Power Apps application that provides a centralized overview of maintenance reports and their statuses.<\/span><\/span> <\/span><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t
<\/div>\n\t<\/div>\n\t
3<\/div><\/div>
<\/div><\/div><\/div>
\n\t
\n\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t
<\/div><\/div>
Automation<\/h3>
Recurring tasks such as sending emails or performing backend cleanups are handled using Microsoft Power <\/span>Automate<\/span> .<\/span><\/span><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t
<\/div>\n\t<\/div>\n\t
4<\/div><\/div>
<\/div><\/div><\/div>
\n\t
\n\t\t
\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t
<\/div><\/div>
Role and Permission Model<\/h3>
A role-based model that clearly defines responsibilities has been implemented using Microsoft Security Groups.<\/span><\/span><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t
<\/div>\n\t<\/div>\n\t
4<\/div><\/div>
<\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tResults<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\tResults for the customer\t<\/h2>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t
A clear overview of maintenance reports and process status<\/div>\t\t\t
\n\t\t\t\t<\/span>\n\t\t\t\t0<\/span>\n\t\t\t\t%<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t
Further results:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tStructured master data database for customers, servers, and maintenance contracts<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tClear Status Overview of Maintenance Reports and Reviews<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tA foundation for further internal applications<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t
\n\t\t\t\tPrevious case study<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t\t\t\t\t
\n\t\t\t\t Next case study<\/span><\/span><\/a>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\tDo you have a specific project in mind?\t<\/h2>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tOur assessment of your challenge<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tFirst concrete solutions and quick wins<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tBudget & time frame orientation<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tArrange an initial consultation now<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
Your decision would be the same as that of renowned companies:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t\t\t
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"\"$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t\t\t
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>
$\"Kundenlogos$ <\/figure><\/div>\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tCase studies<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\tSimilar case studies\t<\/h2>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\tSimilar case studies from this category will be available soon.\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tView all<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"
As the number of systems under management grows, so does the need for clearly structured IT service processes. A solution based on Power Apps, Dataverse, and Power Automate ensures transparent maintenance cycles and centralized process control. <\/p>\n","protected":false},"featured_media":9948,"template":"elementor_header_footer","meta":{"_acf_changed":false},"fallstudien-kategorie":[54,55],"class_list":["post-10083","fallstudien","type-fallstudien","status-publish","has-post-thumbnail","hentry","fallstudien-kategorie-m365-en","fallstudien-kategorie-process-automation"],"acf":[],"_links":{"self":[{"href":"https:\/\/jovoco.io\/en\/wp-json\/wp\/v2\/fallstudien\/10083","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jovoco.io\/en\/wp-json\/wp\/v2\/fallstudien"}],"about":[{"href":"https:\/\/jovoco.io\/en\/wp-json\/wp\/v2\/types\/fallstudien"}],"version-history":[{"count":0,"href":"https:\/\/jovoco.io\/en\/wp-json\/wp\/v2\/fallstudien\/10083\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/jovoco.io\/en\/wp-json\/wp\/v2\/media\/9948"}],"wp:attachment":[{"href":"https:\/\/jovoco.io\/en\/wp-json\/wp\/v2\/media?parent=10083"}],"wp:term":[{"taxonomy":"fallstudien-kategorie","embeddable":true,"href":"https:\/\/jovoco.io\/en\/wp-json\/wp\/v2\/fallstudien-kategorie?post=10083"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}