In today’s Cloud Wars Minute, we delve into the expanding relationship between telecom giant BT Group and ServiceNow. The partnership has been strengthened to enhance customer and employee experiences, while also extending ServiceNow’s service-management capabilities to all BT Group units.
BT will use ServiceNow Service Bridge, which is a platform for connecting digital workflows and systems, to better connect with customers. Additionally, BT will pilot Now Assist for telecom service management.
At ServiceNow’s Knowledge24 in Las Vegas, we spoke with Hena Jalil, CIO of BT Business. She shared 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 sets this partnership apart is the adoption of new features beyond an example of a happy customer; it’s a show of trust in ServiceNow’s capabilities and the value they bring to the organization.
