Microsoft has announced that support for SharePoint Server 2016 and SharePoint Server 2019 will end on July 14, 2026. After this date, security updates for these versions will no longer be released.
For organizations still using SharePoint On-Prem, this is not only a technical milestone, but also a point to review the overall digital workplace architecture — from infrastructure to process automation approaches.
SharePoint On-Prem is commonly used as a foundation for intranet portals, document management, workflows, and internal communications. For this reason, the move to Microsoft 365 should be considered not only as a migration, but also as an opportunity to update and standardize the digital workplace.
SharePoint On-Prem has been a widely used platform for intranets and business process automation. Over time, however, maintaining these environments becomes more resource-intensive.
Organizations need to operate SharePoint farms, typically including multiple servers, backup and disaster recovery components, ongoing administration, and specialized expertise. Changes to existing processes may also require additional development effort.
After support ends, organizations face increased risks related to security compliance and internal IT governance. Without regular updates, systems may become more difficult to maintain in line with audit and regulatory requirements.
End of support impacts include:
As a result, many organizations are evaluating a transition to Microsoft 365. If needed, you can request a consultation — our team can demonstrate typical migration approaches.
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Moving to Microsoft 365 opens new opportunities for companies:
However, simple content migration does not solve the main challenge. Many companies have complex workflows, intranet portals, and business logic that have been built in SharePoint On-Prem over many years. For this reason, the move to Microsoft 365 should include modernization of the digital workplace.
SmartPoint Intranet is an intranet platform that creates a unified digital workplace environment for the company.
Instead of fragmented tools and complex portals, SmartPoint Intranet combines:
SmartPoint Intranet on Microsoft 365 helps companies build a modern corporate portal that is clear for users and flexible for business development.
Moving to Microsoft 365 together with SmartPoint Intranet allows companies not only to migrate existing systems, but to rethink them.
Companies can:
SmartPoint Intranet enables business teams and analysts to work with processes more efficiently and adapt them to changes in the company.
Modernization of the intranet platform and migration to Microsoft 365 provides tangible results:
For many organizations, the end of SharePoint On-Prem support becomes not only a challenge, but also an opportunity to move to a more efficient digital workplace environment.
Migration of enterprise systems takes time: analyzing existing infrastructure, planning content and process migration, and adapting new tools for teams.
That is why preparation for moving from SharePoint On-Prem to Microsoft 365 should start in advance.
This allows organizations not only to avoid risks after end of support, but also to use this moment to modernize the corporate intranet and build a modern digital workplace based on SmartPoint Intranet.
If you are planning a move to Microsoft 365 or evaluating migration scenarios, submit a consultation request. The SMART business team will help define the optimal approach, assess risks, and plan next steps.
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Time is the most valuable resource in modern business. A company’s revenue directly depends on how quickly it responds to customer needs and organizes internal processes. Every extra minute spent waiting for a response, every endless chain of emails, or every manually approved document is not just a minor inconvenience — it is a loss of productivity, customer trust, and ultimately, money.
People — both customers and employees — expect issues to be resolved in just a few clicks, without queues or unnecessary bureaucracy. That is why self-service portals are increasingly becoming a focus for business organizations. They serve as a bridge between an ideal user experience and the complex reality of business processes.
A self-service portal is a digital platform that enables users to independently resolve most of their requests without the involvement of a manager or support team. In other words, it is a kind of “personal account” where users can find answers to frequently asked questions, create requests (for example, for service activation, equipment replacement, access badge issuance, etc.), track their status, or access important documents.
Such portals simplify the experience for everyone involved in the process: customers receive fast and clear solutions, while employees gain more time for tasks that truly require human attention. As a result, companies improve customer service speed, customer trust, and employee efficiency — the three components that shape the modern standard of service.
Although all self-service portals share the same core idea — providing people with a convenient tool for quickly resolving tasks — they can differ significantly in purpose. Most commonly, they are divided into two main types: portals for customers and portals for employees.
This solution is designed for external users — a company’s customers or partners. A customer self-service portal allows users to find answers to frequently asked questions, access instructions, create or track requests, check order status, or pay invoices. All of this is available in one click, instead of waiting for a call center response or searching for instructions across dozens of emails. In addition, the self-service portal operates 24/7 and reduces the workload on support teams.
As a result, the company can offer customers a choice — either resolve their issue with the help of a support consultant or quickly handle it themselves in a personal account.
This flexibility can be especially valuable for people with hearing impairments or for those who simply feel uncomfortable communicating by phone (61% of users say they would prefer to get support via a self-service portal rather than through a consultant). Ultimately, the customer feels more confident, while the business saves resources and gains a more satisfied audience.
The second format is designed for internal users — employees. This self-service portal significantly simplifies HR, finance, and administrative processes. Instead of endless requests to HR or accounting departments, employees can independently request vacation time, download required documents, view schedules, submit IT requests, or track the status of their tickets.
For the company, this means less manual work, faster resolution of routine tasks, and more transparent communication. For employees, it provides a sense of control and support, as everything they need is available “in one click.” As a result, the organization gains a more flexible and motivated environment, while employees benefit from a better overall work experience.
Depending on the type of portal and the company’s needs, a self-service portal may include the following functionality:
Users gain access to answers to frequently asked questions, guides, instructions, and checklists in a convenient format. This reduces the number of routine support requests and enables users to quickly find the information they need.
Creation, tracking, and real-time status updates for requests and tickets. Users can see the current stage of their request without wasting time on repeated follow-ups. For companies, this ensures transparency and control over service processes. For example, a customer can submit and track a product return request, while an employee can submit a vacation request or request repairs for a work laptop.
A personal account typically allows users to download invoices, contracts, certificates, or other important documents. For employees, this may include access to payslips or work schedules; for customers, order and payment history.
Vacation requests, password resets, or creating a new user in the system can all be handled automatically without manager involvement. This helps companies save time and reduce operational risks.
For businesses, the portal is not only a convenience tool for users but also a valuable data source. Companies can see which questions arise most frequently, how quickly requests are processed, where bottlenecks occur, and improve processes based on real data.
It is also worth highlighting the ability to integrate self-service portals with other systems, for example:
Portal role: provide employees with a convenient way to create requests or view data without requiring specialized system knowledge.
ERP role: process requests, manage budgeting, accounting, and transactions.
In practice, an employee clicks the “create purchase request” button in the portal, while the ERP system processes it through all business workflows.
Portal role: provide access to required information without a complex CRM interface.
CRM role: store customer history, deals, and interactions.
For example, a support employee can see in the portal that a customer has an active deal, while all underlying data is stored in the CRM — the portal simply displays it in a user-friendly format.
Portal role: create a “single window” for employees where they can submit requests or access information.
HRM role: store HR data, policies, payroll calculations, and performance review results.
An employee submits a vacation request through the portal, while the HRM system records it in the schedule, calculates payments, and synchronizes it with timesheets.
Portal role: accept requests in the simplest possible format (“I need access to a service”).
ITSM role: register incidents or requests, launch approval workflows, assign SLAs, and monitor execution.
Employees can see statuses such as “In Progress” or “Resolved” in the portal, while all routing and control take place within the ITSM system.
As a result, a self-service portal becomes more than just a service tool — it turns into a strategic asset. It helps build a culture of transparent communication, increases customer satisfaction and productivity, and most importantly, frees up the business’s most valuable resource: time.
81% of surveyed users say they would like brands to offer more self-service options for finding answers to their questions independently. Companies that provide customers with multiple ways to resolve issues are proven to increase user satisfaction. Self-service portals are setting new service standards by offering the following benefits:
Launching a self-service portal is not simply about implementing new software. It is a shift in interaction culture, where companies empower users and give them tools for greater control. To ensure the solution is effective and widely adopted, several key principles should be considered.
Even the most advanced functionality loses value if users get lost in complex navigation. A portal should be intuitive: minimal clicks, logical structure, and clear instructions that help users find the information they need within seconds.
It is important that all available services and instructions are well-structured and easy to find. This includes guide libraries, knowledge bases, and catalogs of internal and external company services.
Password resets, certificate requests, vacation requests, or equipment orders should all be automated. The less human involvement required, the faster processes can run.
Even the best portal cannot answer every question. Chatbot integration helps provide instant assistance and reduces the workload on support teams.
Artificial intelligence makes portals smarter by analyzing previous requests, suggesting the most relevant answers, or automatically recommending knowledge base articles while users are submitting requests.
This is the core of request management: every user request is automatically converted into a ticket with a unique ID. All further interactions — comments, status changes, deadlines — are tracked within that ticket, making the process transparent for both users and support teams.
For businesses, the portal becomes a source of analytics: which requests are most common, where issues occur, and which services deliver the most value.
Protection of personal data and compliance with standards (such as GDPR and others) are critically important.
Portal implementation should be accompanied by instructions, educational materials, and internal promotion so users understand its value and capabilities.
Tools for collecting and processing user feedback help companies understand how convenient the portal is and what improvements should be made. This should become an ongoing dialogue.
Even the best solution can become “shelfware” if no one uses it. To avoid this, it is important to:
A successful self-service portal is a combination of thoughtful design, automation, and a strong feedback culture. Only then does it truly become a tool that saves time for both businesses and users.
SmartPoint Intranet is a real-world example of how a self-service portal can become the central hub of internal communication and operational efficiency. Built on Microsoft SharePoint, this solution is a balanced system that combines user convenience, administrative simplicity, security, and scalability.
Key Functional Capabilities of SmartPoint Intranet
As a result, a well-configured self-service portal can significantly reduce the workload on HR and operational teams, provide employees with greater autonomy and transparency, and serve as a catalyst for corporate culture development. If you would like to implement your own self-service portal or automate other business processes within your company, submit a consultation request, and SMART business experts will help you find the right solution.
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There’s really no such thing as internal culture anymore. Your culture is always public, and it’s your most powerful, public-facing asset or liability. David Mattin
