BT is developing ‘self-healing’ capabilities into its tech estate

UK telco group BT has drafted Dynatrace to upgrade its service management stack using AI and automation fault detection tools, before the larger deployment of ‘self-healing capabilities’.

BT will integrate its monitoring application with the Dynatrace Software Intelligence Platform with the goal of simplifying and adding intelligence to service operations, which it ultimately intends to automate in a new AIOps model.

The idea is that BT will benefit from integrated data across its cloud platforms, providing enhanced fault detection, and ‘end-to-end visibility across the service path’. It was also established as being able to provide early prediction and ‘remediation’ through previously announced ServiceNow upgrades, which is ‘an estate that heals itself in real time.’

In initial launches, the system clearly identified issues in real time, rather than 30 minutes after the fact that is common. It looks like it’s all preparation for the ‘self-healing capabilities’ that BT says are running ahead of schedule. It is also expected to save money, amounting to £ 28m by 2027.

“Dynatrace, along with ServiceNow, gives us accurate insight into our technology property and brings together all the data in one pane of glass,” 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.”

Mike Maciag, Chief Marketing Officer at Dynatrace added: “Dynatrace’s unique platform approach combines in -depth observation, application runtime security, and advanced AIOps to provide answers and smart 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.

BT is certainly not ashamed to fill its estate with innovative technology. In May it began testing new hyper-sensitive quantum antennas using ‘excited atomic states’. Atomic radio frequency technology seems to have about 100 times the sensitivity of traditional receivers, and could boost the capabilities of next-generation 5G and IoT networks, it says.

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