BT Picks Dynatrace Platform for AIOps Revamp

The tech from Massachusetts-based Dynatrace will be deployed across the group to automate and service operations.

BT Digital will consolidate all of BT Group’s application monitoring on Dynatrace’s Software Intelligence Platform as part of a new service management stack. 

The tech from Massachusetts-based Dynatrace will be deployed across the group to automate and service operations within BT in a new AIOps model.

As our sister site Webopedia explains, AIOps is a multi-layered platform using artificial intelligence (AI) and machine learning (ML) technologies to manage complex IT operations and services at scale.

This Dynatrace development is supported by BT’s work with ServiceNow. In May, BT Digital revealed its plans to consolidate BT’s legacy service management platforms into a single system, ServiceNow, as part of a group-wide transformation programme. ServiceNow will roll out across all of BT Group, replacing 56 legacy applications and 76 different ways of implementing service processes.

In today’s (22 June) announcement, Jim Dempsey, Director of Service at BT, states: “Dynatrace, coupled with ServiceNow, gives us precise insight into our technology estate and consolidates all data in a single pane of glass.”

With the integration of Dynatrace, BT wants its teams to get consolidation of the data from across its multicloud environment, including fault detection.

In addition, Dynatrace AI and automation provide an understanding of digital services. BT points out that this allows it to build early prediction and remediation through its previously announced investments in ServiceNow.

  • BT has been busy – read about ‘BT and Ericsson Team Up for Commercial 5G Private Network Venture’ here

It seems things have sped up in style. In initial rollouts, Dynatrace was able to identify issues in real time, instead of 30 minutes after the fact.

The expectation is that the new tech will drive cumulative internal savings of £28 million by 2027, in addition to a previously identified £25 million of value from the ServiceNow implementation.

Dynatrace has found success in the UK before.

As reported in March, TSB chose Dynatrace’s platform as it expanded its digital services for customers.

According to Dynatrace, TSB built a multicloud banking platform on AWS, IBM Cloud and BT Cloud for its customers across various channels, including mobile, where more than 70% of them prefer to transact.

BT has also been busy.

Last month, BT and Ericsson announced a multi-million-pound new joint partnership to provide commercial 5G private networks for the UK market.

Also in May, BT’s digital unit turned to Amazon Web Services for an overhaul of its infrastructure and internal applications to a new cloud-first architecture.

By the way, the UK government is checking out French telco Altice’s acquisition of 6% of shares in BT for national security reasons.

While 6% may not sound much, Altice is owned by billionaire Patrick Drahi, BT’s biggest shareholder. The move raised his stake in the telecoms company to 18% in December.

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Antony Peyton
Antony Peyton
Antony Peyton is the Editor of eWeek UK. He has 18 years' journalism and writing experience. His career has taken him to China, Japan and the UK - covering tech, fintech and business. Follow on Twitter @TonyFintech.

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