BT Digital on Wednesday announced plans to integrate BT’s legacy service management platforms into a single system, ServiceNow, as part of a large group-wide innovation program.
ServiceNow will be rolled out to all BT Groups as quickly as possible, replacing 56 legacy applications, 76 different ways of implementing service processes, and predicting savings of over £ 25 million by 2027.
The partnership with ServiceNow has already begun to bear fruit, demonstrating the early benefits of managing BT’s own internal IT, as well as its Enterprise and Global customer -facing units. ServiceNow works closely with BT on deployment, supporting BT’s own culture change program with DevOps and AI insights from the ServiceNow team that reinforce and embed the Digital Way’s culture change process. BT.
Early read-outs show a 50% reduction in the efforts required to deliver service requests, and a 20X boost in the speed of deployment of changes to customer services. The service management platform is integrated with BT’s data storage, built using Google Cloud, to integrate real-time AI insight into the service management process. It was launched to teams across the BT Group, including service management experts in BT’s Digital, Networks and Customer Facing Units.
Harmeen Mehta, Chief Digital and Innovation Officer at BT
We are committed to developing great products and platforms, and making sure we provide great service to them. Our AI and cloud first approach is a key part of how we unlock it quickly and on scale, so we’re glad Bill and the ServiceNow team shared our vision for the AI Ops model as a way to change way we deliver across. BT.
Bill McDermott, CEO of ServiceNow
Under Harmeen’s leadership, BT’s Digital Unit is investing rapidly in technologies that deliver business impact. The era of digital business is in full flight with BT. BT and Harmeen understand that diversity of change must be built. Together, we are expanding the use of this powerful platform to enable BT to take on the world’s biggest challenges at the biggest opportunities.
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