By Jacob Elfving, Development Manager, IT Operations, Danske Bank
IT service management (ITSM) is changing rapidly and it is an
exciting time to be a part of the so-called “ITIL 4” movement—the next
generation of ITSM framework.
I attended a session on this topic organised by itSMF UK a few months ago and it was a real
eye-opener. The simulation explored a new way of working in a more
service-oriented way, where we learned what agile service management
At Danske Bank, we are also adopting a strategic approach in our
service management team. As the largest bank in Denmark and a major
retail bank in the Nordics region, we serve 3.5 million retail
customers. Our 20,000+ employees are also our customers, and ensuring
they are supported and empowered to do their job is one of our
The foundation for agile service management
As a business, we focus on delivering competitive financial
solutions via deep knowledge, skills, and technology. And we challenge
existing procedures and behaviours.
Accelerating innovation is a core focus and this is where ITIL 4
becomes a strategic move. Alongside this new framework, we are also
adopting DevOps and IT4IT, with the latter providing a value
chain-based operating model designed to help manage the business of IT
in a multi-supplier environment.
The foundation upon which we are implementing this strategy is a
cutting-edge platform that enables rapid innovation and the
improvement of experiences for all stakeholders.
Staying at the forefront of industry innovation
ServiceNow’s Now Platform® is one of very few solutions of its
kind to support the IT4IT model. We want to stay ahead of the curve
and the capabilities of the platform, which includes DevOps and AIOps
at the forefront of industry innovation.
Together with ServiceNow®
DevOps, our developers have started working with existing tools
while sharing data for use in ServiceNow workflows, strengthening our
collaborative ways of working. Meanwhile, AIOps provides near
real-time visibility into the true state of services, leading to
better insights and more robust business decision-making.
Our success has been to trust in the platform. Best practice is
built into its core, so we aim to use out-of-the-box capabilities
whenever we implement new digital workflows. Customised solutions are
expensive to develop and run, and inflexible in the long term, so we
adjust our process, not the tool.
Scaling success across the enterprise
Our service management used to be an inefficient patchwork of data,
processes, and tools. We have now consolidated and standardised our
services onto one single platform, which enables us to continuously
improve our capabilities.
Furthermore, the real value of the Now Platform is unlocked when it
is scaled across the organisation and when every department reaps the
benefits of digital workflows.
At Danske Bank, the Now Platform has become our IT backbone,
underpinning all future implementations and integrations. Regardless
of which specific plans and future initiatives we create and move
forward with, we know that with ServiceNow we have a platform that
will continuously support Danske Bank in its growth and innovation.
The opportunities to expand enterprise-wide are significant,
particularly when we integrate our approach with other key business
departments. For example, we are currently looking to integrate the
Now Platform with our existing HR platform and also implement ServiceNow® Customer Service Management.
A nod of approval from employees
I’ve focused on the processes and approaches to agile service
management, but at the end of the day, we are here to serve people—our
internal and external stakeholders.
At Danske Bank, we have seen tangible evidence of the positive
impact of digital workflows and the seamless experiences we are now
delivering to the bank’s employees.
Our internal CSAT score has increased as a result of equipping our
agents to resolve issues faster and provide a better experience to
service desk users. Agents can engage with users via chat, while
maintaining a complete overview of the issue at hand through real-time updates.
When I speak to my colleagues, they tell me ServiceNow has brought
us closer together. It is breaking down old silos and facilitating our
culture of inclusion and collaborative working, which is a “soft”
benefit that is just as important as any business outcome.