SharePoint Self-Service Portal for IT requests

Challenge

Austro Control is the Air Navigation Services Provider (ANSP) that controls Austrian airspace. Austro Control is responsible for a safe, reliable and efficient air traffic throughout Austrian airspace, with as many as 4,000 flight movements per day.

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Before introducing the skybow-based self-service portal, IT requests at Austro Control were handled in a disorganized and time-consuming way.

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There was no integrated solution for employees to submit their IT requests. Employees used a mix of tools and channels – from emails and phone calls to Teams messages and paper forms. The users' expectations were not aligned with the available request options.

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This led to several problems in the daily work routine:
❌ No standardized process – every request was handled differently.
❌ Employees didn't have a clear overview of the available offerings.
❌ Request data was unstructured requiring lots of callbacks.
❌ Inquiries were sent to the wrong person or got lost in someone’s inbox.
❌ Paper forms slowed things down and were difficult to track.
❌ Response times were long.

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Austro Control was therefore seeking an agile solution that would provide a customer-friendly storefront for submitting requests. Digital request forms for the various offerings should clearly present the available options to the customer and capture their expectations. Employees should be able to prepare requests as structured data. Completing the form should be easier than writing an email or calling someone.

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The catalog of offerings should be easily accessible so that every employee can understand the available options. The solution should be integrated to route requests to different departments and systems, such as ticketing systems, digital signature solutions, and others. Additionally, it should support automation to enable direct processing of requests without user interaction whenever possible.

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Why is skybow the best fit?

Austro Control needed a simple and smart way to build a self-service portal for handling requests. They wanted the ability to create forms quickly — without relying on IT for every change. Austro Control also sought a reliable partner with a transparent offering that wouldn’t lock them into an ecosystem of costly premium licenses. That’s why they chose the skybow Studio.

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skybow is easy to use, even for people who aren't experts in SharePoint or IT. The necessary knowledge can be learnt with little training effort. This makes it possible for any department at Austro Control to create the self-service use cases they need, without waiting on developers.

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Unlike other tools like Power Apps, skybow has everything in one place.
✅ It’s much easier to learn and use.
✅ No coding needed for most tasks.
✅ Teams can work faster and be more independent.
✅ Solutions can be designed very flexibly and dynamically.
✅ skybow apps can be customized down to the smallest detail.

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With skybow, users can also work with custom ready-made templates and set up background actions ahead of time. That means the hard technical work is already done — and users just focus on building the form they need.

How SOLVION solved the challenge with skybow

To make the self-service portal smart and easy to manage, Austro Control and their trusted partner SOLVION first built a powerful system in the background: the “system actions” concept.

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With the help of the skybow Action Builder – for both client-side and server-side actions – they created a set of reusable background actions. These include things like:
✅ Creating support tickets in the ticketing system
✅ Sending emails via a third-party email provider
✅ Running system processes

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Thanks to this setup, the actions only had to be built once.

Now, every form can use these actions without any need to create or to connect again. Changes can be made in one central place, and they work across all forms. Even people without technical skills can build new forms easily, without knowing how to connect to a web service.

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Using skybow’s custom templates and the Drag and Drop SharePoint Form Builder, the team created user-friendly forms — fast and without coding.

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These are the forms employees can now use in the self-service portal:

• Submit IT Request – sends a support ticket to the ticketing system
• Invite a Guest – adds external users to the system
• Request SharePoint Site – creates new project or team workspaces
• Change Profile Picture – updates your image from a central place
• Report New Employee – sets up a full digital workplace
• Move Workplace – requests help with moving IT equipment
• Access Request – asks for entry to special areas like towers or data centers
• Create Digital Signature – generates official digital signatures

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"Work is already underway on further use cases that are to be integrated into the self-service portal for IT. In the future, more and more processes will gradually be mapped here in order to drive digitalization in the company.", Christoph Kubesch (SOLVION)

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With skybow, Austro Control now has a smart, flexible, and future-proof self-service solution — made to grow with their needs.

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What Austro Control & SOLVION love about working with skybow

One thing they appreciate is the great support in German. Whenever they have a question, the skybow team is there to help. They can even talk directly to the developers. This makes the partnership feel like real teamwork — always on the same level.

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They also like that they can share ideas for new features, and skybow listens. Updates come every two weeks, so the product is always improving.

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The team is very happy with how easy and powerful it is to work with skybow Studio.

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With skybow, they can build forms and solutions that are:

✅ Very flexible and dynamic
✅ Fully customized down to the smallest detail
✅ Easy to build without deep coding skills

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"There is no other tool that gives this kind of freedom and simplicity at the same time. The platform is fast to learn — not only for our own team, but also for our customers.", Christoph Kubesch (SOLVION)

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According to Christoph Kubesch (SOLVION) skybow is perfect for:

• Companies that don’t want to depend on IT experts or external service providers.
• Teams that want to build and manage their own processes.‍
• Businesses that want to empower their employees to create smart solutions on their own.
• Organizations that want to keep using their existing systems like SharePoint, without adding and managing new, complicated software.

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With skybow, you remain in your familiar environment while building powerful, flexible solutions — rapidly and without any need for advanced technical skills.

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