Case Study: Danske Bank achieves 93% reduction in high-priority incidents and 6x faster service restoration with ServiceNow

Danske Bank unlocks value and spurs innovation with ServiceNow

Danske Bank, a 145‑year‑old Nordic bank with more than 20,000 employees, faced slow innovation and poor employee experience because IT was fragmented across siloed legacy systems and multiple service‑management tools. The bank needed a scalable, enterprise‑wide platform to standardise operations, improve governance, and accelerate delivery of digital services.

By consolidating IT onto the Now Platform (ServiceNow ITSM, ITOM, GRC and ITBM) and enriching the CMDB with service mapping, Danske Bank created a single system of record and a new self‑service portal. The results: portal adoption hit 90% in two weeks, high‑priority incidents fell 93%, median time to restore services improved ~6× (79% reduction), and the bank unlocked faster, more governable innovation and automated asset and risk management.

Danske Bank

Jacob Elfving

Development Manager, IT Operations