“This includes our asset management for automatic provisioning of assets, which is now embedded into our digital workflows,” adds Jacob.
Improved user experience and collaboration through ServiceNow-based portal
A new self-service portal had been on the Service Desk agenda for some time and the bank ultimately launched the new portal with ServiceNow.
“Our primary goal was to improve and simplify the user experience, both when reporting incidents and searching for information,” says Jacob. “In the original portal, four category and subcategory levels generated an immeasurable number of classifications making it difficult for the user to navigate within the portal. We have now reduced the number to approximately 250 covering IT, business procedures, and development support.”
The adoption rate of the new portal among employees exceeded all expectations–90% within 2 weeks–and statistics show that the users are satisfied and empowered by the new self-help solution when it comes to reporting incidents and finding knowledge.
“Secondly, we needed to reduce legacy customisation,” says Jacob. “The former portal was virtually impossible to update. Going forward, it will be a lot easier to maintain with minimal manual effort. In addition, we can use the new features offered by the Now Platform.”
He adds that this launch not only enhances the experience and satisfaction of employees, but also now enables Danske Bank to move towards an enterprise-wide portal—which was not possible with the previous toolset.
ServiceNow enables Danske Bank to innovate faster
Making the most of the advanced, out-of-the-box capabilities of the Now Platform has helped Danske Bank create new efficiencies and spur greater innovation.
“ServiceNow is at the forefront of industry innovation, including DevOps, AIOps, service mapping, and agent workspace,” says Jacob. “We at Danske Bank are becoming more agile and leveraging the benefits of industry best practices, such as the IT4IT framework. ServiceNow can help us on that journey by supporting our increasing adoption of the platform’s capabilities to implement new digital workflows. This will create new opportunities to continuously save time and effort.”
Jacob adds: “We see ServiceNow as the industry standard, so our approach is to review our old processes and standardise on the new platform, rather than embark on customisations that are typically expensive and inflexible in the long run.”
Security operations is another area Danske Bank is pursuing in order to consolidate security data and processes in one environment. ServiceNow allows for automation of the remediation, as well as precise measurements of the efficiency of security processes. Danske Bank expects this to increase the efficiency of these processes. Ultimately, linking security processes to operation processes will enable a better cross-organisational collaboration.
From an IT management perspective, Danske Bank is reviewing the adoption of the IT4IT Reference Architecture. “The Now Platform is one of the few solutions to support the IT4IT value chain-based operating model that is key to us,” comments Jacob.
Danske Bank unlocks new value by scaling the Now Platform across the enterprise
Since its introduction, ServiceNow has become a strategic enterprise platform for Danske Bank, enabling the organisation to manage data, services, and risk efficiently, while creating better experiences for employees.
“We have unlocked significant value by scaling the Now Platform across the organisation,” explains Jacob. “It is our backbone, underpinning all future implementations, integrations, and innovation. We are planning integrations with HR and also exploring ServiceNow® Customer Service Management and ServiceNow® Security Operations.”
Jacob concludes, “Regardless of our specific plans and initiatives, we know that with ServiceNow we have a platform that can continuously support Danske Bank in realising its vision to create value for customers, employees, shareholders, and the societies of which we are a part.”