Implementing agile IT service management on a cutting-edge platform

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 really means.

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 corporate goals.

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.