Costumer Success Journey
Fjernvarme Fyn Future-Proofs Service Management with ServiceNow
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Enhanced & unified
user experience.
Improved scalability & integration
into other business areas.
Stronger service quality & consistency
in IT deliveries.
Accelerating Corporate Responsibility and Compliance with ServiceNow
Facing the deprecation of its legacy task management system, Danish utility company Fjernvarme Fyn sought a modern, unified platform to enhance operational excellence and prove compliance with key corporate responsibility standards. By implementing ServiceNow IT Service Management (ITSM), the company not only replaced its old tool but established a strategic foundation for enterprise-wide service management. The initial success in IT led to a rapid expansion into Contract Management and opened up for a natural process to evaluate ServiceNow’s potential for fulfilling future needs.
Content
The Ambition: Driving a Future-Ready and Unified Enterprise
Invest in a Future-Proof Operational Platform
The deprecation of a legacy system created a strategic opportunity. The ambition was to move beyond a simple replacement and invest in a modern platform to ensure long-term business continuity and drive operational excellence.
Uphold Excellence in Corporate Responsibility & Compliance
The goal was to proactively demonstrate compliance with key certifications like DS 49001, ISO 14001, and ISO 45001. This required moving to a more robust and transparent system that could actively support the company’s high standards.
Unify Service Management Across the Enterprise
The company aimed to break down functional silos by adopting a single, powerful platform. The ambition was to extend service management beyond just the IT department to several business functions, creating a more integrated and efficient enterprise.
Transforming Service Management with ServiceNow
Fjernvarme Fyn chose ServiceNow for its broad capabilities that aligned with this enterprise-wide vision. The implementation, managed in partnership with Adeno, was accelerated by internal champions who had previous experience with the platform and could effectively drive organizational adoption.
This strategic view was central to the project’s success. As David, IT Manager at Fjernvarme Fyn, confirms, “ServiceNow and Adeno showed us the importance of consolidating processes and workflows in an enterprise-wide strategic platform for the future.”
Significant Business Value and Platform Expansion
Fjernvarme Fyn has already experienced significant benefits from using ServiceNow for IT Service Management. The platform’s success made it the obvious choice for expansion. Fjernvarme Fyn implemented Contract Management this summer and is currently assessing Field Service Management. As a key result, Fjernvarme Fyn now prioritizes assessing ServiceNow’s potential when it looks at solutions, demonstrating high trust and a significant return on their investment.
The initial value of our implementation of ServiceNow ITSM was apparent almost immediately. We saw a significant interest in not only collaboration with IT, but also in ServiceNow as a product. We now have a desirable platform that the entire enterprise can benefit from. We have already expanded into Contract Management, and we’re currently assessing other areas. Our ability to expand and build on the platform is a huge advantage.
A Collaborative Success
Adeno and Fjernvarme Fyn collaborated closely throughout the development and migration process. Adeno contributed to the project’s success by actively listening to Fjernvarme Fyn‘s needs, respecting the company’s maturity and roadmap, and providing active help and understanding. Adeno Learning also provided ServiceNow-training to ensure a successful rollout. Reflecting on the collaboration, David describes Adeno as “a true partner” who “took the time to understand our specific ambitions and our needs.” He adds that their team’s expertise was critical in helping Fjernvarme Fyn not only implement the technology but also drive the necessary organizational changes for a successful adoption.
Industry:
Energy, District Heating
Location(s):
Odense, Denmark
Company Size:
400+ Employees
Revenue:
DKK 1.89bn (2024)
ServiceNow since:
2025
Number of users:
400+
Fjernvarme Fyn is Denmark’s third-largest district heating company and is owned by the municipalities of Odense and North Funen. The company supplies heating to approximately 100,000 households and businesses. Fjernvarme Fyn is heavily invested in the green transition using energy from waste, surplus heat, straw and wood chips. The vision is to create the climate-neutral, robust and competitive district heating of the future. And the ambition is to deliver climate-neutral heating by 2030.
ServiceNow Products
IT Service Management (ITSM): Fjernvarme Fyn implemented ServiceNow ITSM to replace the deprecated task management system and to support its compliance and corporate responsibility requirements. Contract Management was also implemented after the initial ITSM project to expand the platform’s use into other business areas.
Field Service Management: Fjernvarme Fyn is currently assessing ServiceNow Field Service Management for potential implementation as it continues to expand its use of the platform.
Want to know more?
Would you like to learn more about working with us, or do you have any questions about this case? Here, you can see the team members from Adeno involved in the project and reach out to them directly.
Don’t hesitate to get in touch – we’re here to help!
Trine Piil Kaltoft
Project Manager & Team Lead
tk@adeno.dk
+45 5215 0119
Vibeke Hentze Sørensen
Project Manager
vibeke.hentze@adeno.dk
+45 2620 5461
Henrik Højager
ServiceNow Expert & Training Lead
hrh@adeno.dk
+45 5380 0526
Erik Bartholdy
ServiceNow Expert
ebt@adeno.dk
+45 2069 3806
Mikllas Lund
ServiceNow Specialist
ml@adeno.dk
+45 5188 6531
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