BT doubles down on AIOps with Dynatrace, targeting self-healing systems by 2025

  • BT’s Digital unit has partnered with Dynatrace, making it a key component of a new service management stack for the BT Group
  • Dynatrace will simplify and support issue detection automation across BT technology, replacing 16 current tracking platforms
  • The cumulative savings are estimated at £ 28m by 2027 as resources are freed from legacy issue detection and management to strategic development and technology innovation.
  • Initial launches at Dynatrace showed that AI and platform automation reduced the mean time to identify faults, prior to the deployment of self-healing capabilities, which was ahead of the 50%reduction target.

BT Digital today announced plans to integrate all of BT Group’s application tracking into Dynatrace® Software Intelligence Platform as part of a new service management stack. Dynatrace will be deployed throughout the Group, with the goal of simplifying, adding intelligence to, and ultimately automating, service operations within BT with a new AIOps model, supported by the recently announced work of BT at ServiceNow.

“Dynatrace, along with ServiceNow, gives us accurate insight into our technology property and brings together all the data in one glass pane,” commented Jim Dempsey, Director of Services at BT. “This will allow us to improve predictability and drive faster resolutions, which will drive a better customer experience.”

With Dynatrace integration, our teams will benefit from aggregating all data from our multicloud environment, including fault detection, providing end-to-end visibility into the service path for any particular customer needs. In addition, Dynatrace AI and automation provide a deeper understanding of digital services, delivering signals from rooted noise, and delivering resilient operations for all applications and microservice. This allows us to build early prediction and remediation through previously announced investments in ServiceNow-a property that heals itself in real time.

Dynatrace has already started to add value to our teams. In initial launches, Dynatrace identified issues in real time, rather than 30 minutes after the fact, as was common in the old paradigm. The in-depth observations and advanced AIOps capabilities delivered by Dynatrace reduced the time to identify faults, prior to the deployment of self-healing capabilities, which was ahead of the 50%reduction target. It is expected to bring in cumulative internal savings of £ 28m by 2027, in addition to a previously defined £ 25m amount from the implementation of ServiceNow.

Mike Maciag, Chief Marketing Officer at Dynatrace, said: “Dynatrace® The platform’s unique approach combines in -depth observation, application runtime security, and advanced AIOps to provide answers and intelligent automation from data. We are excited to work with BT Group’s digital teams to simplify service operations and develop a self-healing system, including automated closed-loop remediation with ServiceNow. The result will free BT teams from manual tasks, so they can focus on accelerating digital transformation to deliver consistently better business results. ”


About BT

BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions and services. We also provide managed telecommunications, security and network services and IT infrastructure to customers in 180 countries.

The BT Group consists of four customer -facing units: The consumer serves individuals and families in the UK; Enterprise and Global are our UK and international business -oriented units respectively; Openreach is an independently managed, wholly -owned subsidiary, which wholesales fixed access infrastructure services to its customers – more than 650 communications providers across the UK. For the year ended March 31, 2022, BT Group’s reported revenue was £ 20,850m with reported pre -tax revenue of £ 1,963m.

British Telecommunications plc is a wholly owned subsidiary of BT Group plc and covers almost all of BT Group’s business and assets. BT Group plc is listed on the London Stock Exchange.

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