Securing compliance and elevating efficiency at Spar Nord
The challenge
Spar Nord faced several challenges that needed to be addressed to improve both compliance and day-to-day operations. First, it lacked a cloud solution that met industry standards and regulatory requirements—creating a significant compliance gap. A comprehensive review also identified six key areas for improvement to enhance overall performance. Lastly, there was an unmistakable need for stronger control of existing processes to make sure they were in line with the business goals.
The solution
To tackle its challenges, the bank adopted the Digital Operational Resilience Act (DORA) concept using the ServiceNow platform. The first phase of the project started with a technical assessment to identify weaknesses in usage and processes. Early involvement of the project management team helped to set a clear overall direction. Real-time monitoring supported ongoing optimisation, while enhanced security ensured compliance. Finally, yet importantly, the solution was designed to scale with future business and technology needs.
The outcome
The implementation delivered significant benefits. It clarified compliance by making sure the bank’s cloud solutions and processes were on point with industry standards and regulatory requirements. Automation and real-time monitoring also played a crucial role, speeding up software delivery and minimising errors. Tight security controls didn’t just tick compliance boxes—they reinforced operational reliability. Furthermore, the solution proved highly scalable, able to handle increasing workloads, and adaptable to the bank’s evolving business demands.
Closing the gaps in compliance
Spar Nord has expanded nationwide since adopting a local bank strategy in 2001. As the bank grows and the market evolves, security requirements are tightening. Additionally, the upcoming European DORA regulation further amplified the need for robust security measures and compliance.
“The bank received six injunctions from the Danish Financial Supervisory Authority. As the national regulator, the FSA ensures that all financial institutions comply with laws, including EU regulations. This meant that we needed to strengthen our compliance frameworks across various operational areas,” explains Michael Hjorth, Director for IT development and Operations in Spar Nord.
To move forward, the bank launched a project called ‘Compliance First,’ with the primary goal of creating a standard solution to ensure DORA compliance. As part of this, they spoke with several potential partners and wanted one with extensive experience—someone who could guide them through the transformation confidently. According to Michael Hjorth, we convinced them with our approach and vision.
A fresh approach to meeting regulations
The DORA concept is built around five key pillars, each with detailed articles outlining specific requirements. To meet them, the bank needed a technology platform that gives real-time information for reporting incidents, sharing details across the organisation, and managing third-party risks. That’s where ServiceNow came in.
“Together with Sofigate, we thoroughly reviewed each of the various DORA articles and then figured out how to address them in ServiceNow. This wasn’t just about implementing ServiceNow—it was about carefully assessing every article to ensure full compliance, Michael Hjorth says.
“I’m happy to say that we’ve already completed the most significant pillar and are currently working on the others. By summer 2025, 80% of the DORA articles will be in ServiceNow, with the remaining work focused on developing an IT strategy.”
“What I’m also extremely proud about is being able to close the six injunctions from the Danish FSA, which is a big deal. It reflects the trust in our smart approach and execution.”
“What I’m also extremely proud about is being able to close the six injunctions from the Danish FSA, which is a big deal. It reflects the trust in our smart approach and execution.”
Michael Hjorth
Director for IT development and Operations in Spar Nord
An efficient engine room with 96% upgradeability
In addition to implementing ServiceNow, we are helping Spar Nord to improve its operations by adopting out-of-the-box solutions. This streamlines processes, improve vendor management, and automate workflows. It also ensures better IT service control and collaboration with associates.
“The project started with a technical assessment to identify gaps and align the solution with the ServiceNow Out-of-the-Box approach. By adapting to the Out-of-the-Box model and using best practices, the project helped speed up software delivery, reduce errors, and meet regulatory requirements. With this in place, the bank can scale operations to meet future needs and improve overall reliability,” Michael Koch, Country Manager of Sofigate Denmark, summarises.
One thing we always measure with customers is the compatibility of the instance. According to Koch, a typically good health scan score for this is between 80-85%.
“The solution created with Spar Nord reached an impressive 96% upgradeability, one of the highest we have seen across our implementation of more than 1,000 ServiceNow projects. This allows us to upgrade ServiceNow in about 40 minutes—a great turnaround time.”
“In the end, the bank will achieve a lean and efficient engine room, so to speak.”
From testing to takeoff
Next up is testing and training before the new service portal goes live.
“Our approach is agile, with a readiness for continuous improvement to ensure alignment with future plans. It’s also important to leave room for adjustments based on what we learn along the way,” Michael Hjorth says.
He underlines the significance of communication and transparency to make sure the adoption rate of the new tool will be high. “It’s one thing to roll out a great service portal, but if no one’s using it, what’s the point?”
Looking ahead, the focus is clear: making the tool a natural part of everyday work.
“We’re really proud to be forerunners with this solution. It’s something others can learn from—and honestly, it’s pretty impressive.”
He also highlights the collaboration. “Working with Sofigate has been great. All in all, it’s been a perfect match.”
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