Intelligent CIO Europe Issue 54 - Page 73

INTELLIGENT BRANDS // Software for Business

BT aims for £ 25 million in savings by leaping towards AI-led operations with ServiceNow

BT Digital has announced plans to consolidate BT ’ s legacy service management platforms into a single system , ServiceNow , as part of a large group-wide transformation programme . ServiceNow will rollout across all of BT Group as rapidly as possible , replacing 56 legacy applications , 76 different ways of implementing service processes and forecast savings of over £ 25 million by 2027 .

Early read-outs are showing a 50 % reduction in efforts required to deliver service requests and 20 times boost in the speed of deploying changes into customer services . The service management platform is integrated into BT ’ s data repository – built with Google Cloud – to integrate real-time AI insight into the service management process . It is being rolled out to teams across BT Group , including service management experts in Digital , Networks and BT ’ s Customer Facing Units .
“ ServiceNow is not only helping BT improve our efficiency , but also freeing investment and resource for more strategic and innovation focussed programmes , supporting our long-term strategy to invest in growth ,” added Mehta . p
“ We are focused on building great products and platforms and ensuring that we provide brilliant service on them ,” said Harmeen Mehta , Chief Digital and Innovation Officer at BT . “ Our AI and cloud-first approach is a core part of how we unlock this at pace and at scale , so we ’ re delighted ServiceNow share our vision for the AI Ops model as the way to transform the way we deliver across BT .”
“ Under Harmeen ’ s leadership , BT ’ s Digital Unit is investing with urgency in technologies that deliver business impact ,” said Bill McDermott , CEO of ServiceNow . “ The era of digital business is in full flight at BT . BT and Harmeen understand differentiated innovation must be built . Together , we are expanding the use of this powerful platform so BT can transform the world ’ s great challenges into the biggest opportunities .”
The partnership with ServiceNow has already begun to bear fruit , showing early benefits in the management of BT ’ s own internal IT , as well as in its customer facing units in enterprise and global . ServiceNow are working closely with BT on the deployment , supporting BT ’ s own culture change programme with DevOps and AI perspectives from the ServiceNow team reinforcing and embedding BT ’ s Digital Way culture change process .
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