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Home » BT Group Extends Usage of ServiceNow Platforms Across Business Units
Cloud Wars Minute

BT Group Extends Usage of ServiceNow Platforms Across Business Units

Kieron AllenBy Kieron AllenJune 28, 20241 Min Read
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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.

Highlights

00:06 — 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. BT will pilot Now Assist for telecom service management.

00:35 — 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, in particular around instant resolution. These outcomes were achieved through consolidation of BT’s legacy service management platforms.

01:16 — I think 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.


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Kieron Allen

Cloud, AI, Innovation
Cloud Wars analyst

Areas of Expertise
  • Business Apps
  • Cloud
  • Cybersecurity
  • Data
  • LinkedIn

Kieron Allen is a Cloud Wars Analyst examining innovations in, and the future impact of, the latest AI, cloud, cybersecurity, and data technology developments. In his ongoing analyses and video reports, Allen focuses on the platforms, applications, people, and ideas that will mold our digital future. After serving as the Online Editor for BBC Sky at Night Magazine and as the Editorial Assistant for BBC Focus Magazine, Kieron became a freelance journalist in 2015 where his focus on the business technology market became a key passion. Kieron partners with technology start-ups and organizations that share his interests in science, social affairs, non-profit work, fashion and the arts.

  Contact Kieron Allen ...

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