BT Group Increases Integration of ServiceNow Platforms Across Various Business Divisions

Welcome to the Cloud Wars Minute — your daily cloud news and commentary show. Each episode provides insights and perspectives around the “reimagination machine” that is the cloud.

In this Cloud Wars Minute, co-host Kieron Allen discusses BT Group’s expanding use of ServiceNow software. Telecom giant BT Group and ServiceNow have expanded their relationship to improve customer and employee experiences and extend ServiceNow service-management capabilities to all BT Group units. BT will also use ServiceNow Service Bridge, which is the platform for connecting digital workflows and systems in order to better connect BT with customers. Additionally, BT will pilot Now Assist for telecom service management.

At ServiceNow’s Knowledge24 in Las Vegas, we heard from CIO of BT Business Hena Jalil, who explained how the ServiceNow platform improved internal KPIs, particularly around instant resolution. These outcomes were achieved through the consolidation of BT’s legacy service management platforms.

What’s most telling is the adoption of new features, which goes beyond an example of a happy customer; it’s a display of trust. This demonstrates BT’s confidence in ServiceNow’s capabilities and the value they bring to the organization.