Case Study: Topdanmark achieves faster, automated IT service delivery with ServiceNow

Expanding Process Automation with IT Service Management

Topdanmark, one of Denmark’s largest insurers serving over 1 million personal customers and handling 300,000 claims and 1 million calls annually, needed a more scalable IT service model to support its agile development goals. Its legacy ITSM could not support broader process automation or separate asset/configuration tracking, and manual approval processes generated roughly 10,000 access‑related emails per month, slowing delivery of systems, software, and services.

Working with partner Devoteam, Topdanmark implemented ServiceNow IT Service Management (Service Portal, Incident, Change, CMDB, Catalogs, etc.) to automate workflows and approvals. As a result, about 2,900 of 3,000 monthly access requests are now handled automatically, software can be delivered in ~30 minutes and hardware the same day when in stock, developers get virtual workstations in hours, and IT has reclaimed time to focus on higher‑value work while improving service speed, accuracy, and visibility.

Topdanmark

Anders Nielsen

Product Owner of IT Service Management & Security