BT Group and ServiceNow expand partnership

BT Group

ServiceNow service management capabilities to be extended to all BT Group units improving customer and employee experiences.

Having successfully consolidated legacy service management platforms for BT Group’s Digital unit onto the single ServiceNow platform, the company is rolling out ServiceNow’s service management solutions across its organisation. Expanding the multi-year agreement they will extend ServiceNow service management capabilities to all BT Group units to drive savings, efficiency, and improved customer experiences.

Hena Jalil, Managing Director, Business CIO, BT Group, said, “Reimagining how we deliver service management requires a platform first approach, building stronger foundations for us to do things faster and smarter. Our approach, powered by ServiceNow and enhanced with AI, will transform customer experience at BT Group, unlocking value at every stage of the journey. In short, it is further evidence to customers that we’ve got their back.”

Paul Smith, Chief Commercial Officer, ServiceNow, said, “We’re excited to partner with BT Group to accelerate their ambitions around business transformation.  In this new era of intelligent automation, ServiceNow puts AI to work for our customers – with speed, trust, and security. By leveraging the speed and scale of the Now Platform, we’re creating a competitive advantage for BT, driving enterprise-wide transformation, and helping them achieve new levels of productivity, innovation, and business impact.”

BT Group will also use ServiceNow Service Bridge for a seamless, automated connection between BT and their customers, and plans to pilot ServiceNow’s Now Assist for Telecom Service Management (TSM) to power generative AI capabilities for internal and customer-facing teams. Service Bridge will connect previously isolated processes into a single digital workflow, allowing customers to pass requests onto BT’s service team directly from within their own ServiceNow environments.

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