Banking

Published 23 August 2026, updated 7 September 2026

The financial group's internal IT received requests by e-mail, in person and over chat, and tracked progress in spreadsheets. SBID built the helpdesk as a hackathon, with the team at one table with the people who asked for it. The application was built through agentic development in Power Apps and runs as a Code App directly on Dataverse.

Problem: requests lost among e-mails

Requests for internal IT arrived by e-mail, over chat and in the corridor. Everyone kept their own spreadsheet of what was in progress, who was on it and when it would land. Something more important was missing too: how much work IT actually delivered and what it was worth. Without that, capacity and priorities are hard to defend.

Solution: a helpdesk in a single hackathon

Instead of a months-long project we ran a hackathon: developers at one table with the requesters, decisions on the spot, and what is agreed in the morning running in the application by the afternoon. AI agents built the app under SBID's guidance as a Power Apps Code App on Dataverse. It covers:

• Tickets with priority, phase, resolver and due date
• Epics and the breakdown of larger requests into child tickets
• Estimated and spent man-days including remaining capacity
• Timesheets and a delivery plan as a timeline
• Discussion, attachments and notifications only for the people a ticket concerns
• A link to Azure DevOps and an interface in Czech and English

Result: IT knows what is on its plate

• Requests have one home and no longer get lost in e-mail or chat
• A dashboard of open, done and overdue tickets greets the team every morning
• Estimated against spent man-days gives a basis for capacity planning
• Business benefit is recorded on the ticket, so priorities rest on numbers
• A working application in one day instead of a months-long project