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

Topdanmark expands process automation with ServiceNow

Topdanmark is Denmark’s second-largest insurer (about 2,700 employees) serving more than a million customers across life, non-life and pension products. To maintain high service levels while handling 300,000+ claims and one million calls yearly, IT needed to become more agile and automate key processes—especially access approvals and asset/configuration tracking—which its legacy ITSM platform could not scale to support.

Working with Devoteam, Topdanmark moved to the ServiceNow Now Platform and ServiceNow ITSM to automate workflows and approvals. Today roughly 2,900 of 3,000 monthly access requests are handled automatically, software can be delivered in ~30 minutes and in-stock hardware the same day, inventory visibility and approval accuracy have improved, and developers receive customised workstations in hours—speeding service delivery, cutting manual errors, and boosting IT and customer-facing efficiency.

Topdanmark

Anders Nielsen

Product Owner of IT Service Management & Security