BT has full confidence in AI Ops

The ‘legacy’ of man will be replaced in 2025

BT Group said it will place its full trust in Artificial intelligence (AI) to run its network operations, even during times of crisis. The transition to giving responsibility from troubleshooters to ‘self healing’ through algorithms will take place in 2025. According to a new release, BT Digital has plans to dehumanize its operations and consolidate all BT Group monitoring applications in an automated system that will take complete responsibility for that aspect of the new service management stack.


BT’s Digital unit commissioned Dynatrace to simplify and support issue detection automation across BT’s technology, replacing 16 current tracking systems. The savings are estimated at £ 28m by 2027 as resources are freed up from ‘legacy’ issue discovery and people managing. Mike Maciag, Chief Marketing Officer at Dynatrace, said a self-healing system will free BT teams from manual tasks, so they can focus on accelerating digital transformation. Dynatrace’s software intelligence platform will run across the BT Group, with a brief on ‘dramatically simplify’, add intelligence to and ultimately automate service operations within BT. This means that networks are expected to self -heal, without human intervention, with a new model of AI Operations supported by BT’s recently announced work on ServiceNow.

Trust the Algorithm

Can the fate of networks be fully trusted with algorithms? Is AI enough? “Dynatrace gives us accurate insight into our technology property and aggregates all the data into one pane of glass,” said 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.” Dynatrace integration will aggregate all data from BT’s various cloud systems for fault detection, providing an omniscient view of the service path for any particular customer, BT said. Dynatrace AI and automation can provide a deeper understanding of digital services, capturing signals from root-induced noise and delivering scalable operations for all applications and microservices. “This allows us to build early prediction and remediation through previously announced investments in ServiceNow, a property that heals itself in real time,” BT said in a statement.

Instant troubleshooting

In initial launches, Dynatrace says it identified issues in real time, rather than the 30 -minute delay typical of the ‘old paradigm’ (AKA human intervention). The in -depth observations and advanced AIOps options delivered by Dynatrace have reduced the mean time to identify errors, which precedes the self -healing culture, which is 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.

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