BT doubles down on AIOps with Dynatrace, targets self-healing systems by 2025

• BT’s Digital unit is partnering with Dynatrace, making it a core component of a new service management stack for BT Group
• Dynatrace will simplify and support the automation of issue detection across BT’s technology estate, replacing 16 existing monitoring platforms
• Cumulative savings are estimated at £28m by 2027 as resources are freed from legacy issue detection and management into strategic technology development and innovation
• Initial rollouts with Dynatrace showed that the platform’s AI and automation reduced mean time to identify faults, ahead of self-healing capabilities being deployed, well ahead of the target reduction of 50%. 

 BT Digital today announced plans to consolidate all of BT Group’s application monitoring on the Dynatrace^® Software Intelligence Platform as part of a new service management stack. Dynatrace will be deployed across the Group, with a goal to dramatically simplify, add intelligence to, and ultimately automate, service operations within BT in a new AIOps model, supported by BT’s recently announced work with ServiceNow .

“Dynatrace, coupled with ServiceNow, gives us precise insight into our technology estate and consolidates all data in a single pane of glass,” comments Jim Dempsey, Director of Service at BT. “It will let us improve predictability and drive faster resolutions, driving better customer experience.”

With the integration of Dynatrace, our teams will benefit from the consolidation of all data from across our multicloud environment, including fault detection, giving end-to-end visibility across the service path for any given customer need. In addition, Dynatrace AI and automation provide a deeper understanding of digital services, deriving signals from noise with root cause, and delivering resilient operations for all applications and microservices. This allows us to build early prediction and remediation through the previously announced investments in ServiceNow – an estate that heals itself in real time.

Dynatrace has already started adding value to our teams. In initial rollouts, Dynatrace was able to identify issues in real time, instead of 30 minutes after the fact, as was standard in the old paradigm. The deep observability and advanced AIOps capabilities delivered by Dynatrace have reduced mean time to identify faults, ahead of self-healing capabilities being deployed, well ahead of the target reduction of 50%. The expectation is that this will drive cumulative internal savings of £28m by 2027, in addition to a previously identified £25m of value from the ServiceNow implementation.

Mike Maciag, Chief Marketing Officer at Dynatrace, says: “The Dynatrace^® platform’s unique approach combines deep observability, runtime application security, and advanced AIOps to provide answers and intelligent automation from data. We are thrilled to work with the BT Group’s digital teams to simplify service operations and build a self-healing system, including automated closed-loop remediation with ServiceNow. The result will free BT’s teams from manual tasks, so they can focus on accelerating digital transformation to deliver consistently better business outcomes.”

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About BT

BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions and services. We also provide managed telecommunications, security and network and IT infrastructure services to customers across 180 countries.

BT Group consists of four customer-facing units: Consumer serves individuals and families in the UK; Enterprise and Global are our UK and international business-focused units respectively; Openreach is an independently governed, wholly owned subsidiary, which wholesales fixed access infrastructure services to its customers - over 650 communication providers across the UK.  For the year ended 31 March 2022, BT Group’s reported revenue was £20,850m with reported profit before taxation of £1,963m.

British Telecommunications plc is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on the London Stock Exchange.

For more information, visit www.bt.com/about