Case Study: BT Digital transforms service operations and improves customer experience with Dynatrace

BT Digital transforms service operations with Dynatrace to drive improved customer experience

BT Digital, part of BT, needed to revolutionize service operations across the group to support cloud modernization and improve customer experience. The team lacked a consolidated, real-time view of the end-to-end technology environment and user journey, so it evaluated the market and chose Dynatrace for its automated issue detection and single-platform application monitoring capabilities.

Dynatrace helped BT Digital move toward more intelligent, simplified, and automated service operations, with the combined use of Dynatrace and ServiceNow to support AIOps and faster root-cause analysis. The case study highlights a three-phase transformation, including a goal of self-healing systems by 2025, though it does not provide specific numerical performance results.

BT

Alex Bell

Chief Architect