BT is doubling down on AIOps with Dynatrace for network service gains

BT Digital has announced plans to integrate all of its core company’s application tracking with Dynatrace Software Intelligence Platform as part of a new service management stack, with a target to have self-healing systems by 2025.

Dynatrace’s services will be deployed throughout the group, with the goal of simplifying, adding intelligence and ultimately automating service operations in an AIOps model, supported by BT’s recently announced work on ServiceNow. This, BT says, will allow it to develop early prediction and remediation, similar to an estate healing itself in real time.

With the integration of Dynatrace, BT is now confident that its teams will benefit from aggregating all data from across its multi-cloud environment, including fault detection, providing end-to-end visibility in the service path for any specific customer needs. In addition, Dynatrace AI and automation will be deployed to provide a deeper understanding of digital services, capturing signals from root-induced noise and delivering resilient operations for all applications. and microservice.

BT noted that Dynatrace has already begun to add value to its teams. In initial roll-outs, BT noted that Dynatrace identified issues in real time, rather than 30 minutes after the fact, as was common in its old paradigm.

It added that the new in-depth observation and advanced AIOps capabilities delivered by the new software reduced the time to identify errors, prior to the deployment of self-healing capabilities, which were ahead of target reduction. its 50%. 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.

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

Mike Maciag, Dynatrace’s chief marketing officer, said: “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 at 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’s digital unit includes responsibility for IT, digital innovation, BT-wide business transformation, and data and product strategy. It started life aiming to lead the digital innovation agenda, with an early focus on developing and rapidly delivering innovative products, platforms and services in key areas such as healthcare and data.

The unit has an ongoing focus on network leadership and partnership with customer-facing units on integrated services and experiences, and BT said the unit aims to use the strength of its networks to differentiate its services for to its customers. Product strategy, business innovation, data and artificial intelligence will also be part of the new digital unit.

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