BT Digital is consolidating its legacy service management platforms with ServiceNow as part of a large group-wide transformation programme, which is forecasted to save the company over £25m by 2027.
ServiceNow will roll out across all of BT Group as rapidly as possible, replacing 56 legacy applications and 76 different ways of implementing service processes.
Working closely with BT on the deployment, ServiceNow is 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.
Early read-outs are showing a 50 percent reduction in efforts required to deliver service requests, and a 20-times boost in the speed of deploying changes into customer services.
Harmeen Mehta, chief digital and innovation officer at BT, said: “We are focused on building great products and platforms, and ensuring that we provide brilliant service on them. Our AI and cloud first approach is a core part of how we unlock this at pace and at scale, so we’re delighted Bill and the team at ServiceNow share our vision for the AI Ops model as the way to transform the way we deliver across BT.”
Bill McDermott, CEO of ServiceNow, said: “Under Harmeen’s leadership, BT’s Digital Unit is investing with urgency in technologies that deliver business impact. 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.”
