BT Bets on Accenture & ServiceNow for UK's Network Security

As countries adopt and scale AI, BT Business has announced a multi-year programme with Accenture to deploy AI capabilities across the UK infrastructure.

The collaboration combines Accenture's global service management experience with BT's network intelligence and customer data platforms to strengthen BT's AI muscle.

The initiative builds on BT's existing partnership with ServiceNow, which provides the core service management infrastructure.

According to Damian Stirrett, Group VP and General Manager for UK and Ireland at ServiceNow, the programme aims to deliver operational AI for managed services customers.

He says: "By combining BT's unrivalled network insight, Accenture's expertise in scaling AI across complex environments and ServiceNow's AI control tower for business reinvention, we're making agentic AI a reality for BT's customers.

"The difference will be tangible, with fewer disruptions, faster resolution and more resilient services. Together, we're setting a new standard for enterprise managed services and redefining the telco marketplace."

Autonomous threat response systems

BT will deploy AI-powered operations capability across its UK customer base. The technology uses autonomous agents to analyse network behaviour and execute self-healing protocols at machine speed under controlled conditions.

The AI-Ops platform could enable faster identification of emerging threats and vulnerabilities across customer networks. This capability addresses the changing security requirements as frontier AI technologies alter the threat landscape.

BT will introduce new services allowing public and private sector customers to access AI-driven service operations. These propositions focus on efficiency, network resilience and threat response capabilities.

The initiative will also redesign customer processes across BT Business using AI-powered journey mapping. This could streamline operations across the service lifecycle from initial provisioning through incident resolution.

Critical infrastructure protection

According to Jon James, CEO of BT Business, the company operates infrastructure that supports UK critical national systems.

He says: "Working with Accenture, we are investing to bring our customers the latest in AI-Ops capability, combined with our unique data and networks, to enhance the UK's resilience as well as accelerating the responsible deployment of efficient and autonomous systems."

Enterprises face pressure to maintain always-on secure services as customer expectations rise and technology environments become more complex. The shift from reactive network management to autonomous AI-Ops systems marks a transition point for the telecommunications sector.

Andrew McCaffer, Managing Director and Client Account Lead for BT at Accenture, notes that the programme applies AI at scale across managed services operations.

He explains: "Accenture is supporting BT by applying AI responsibly at scale across its managed services business, drawing on deep industry expertise to strengthen resilience, speed up resolution and enhance the customer experience."

Research from Accenture shows that only one in five telecom providers are successfully implementing AI-Ops transitions. The data could indicate implementation challenges across the sector.

Network fault detection improvements

The Accenture research also highlights that telecom providers using data-centric approaches see operational advantages over industry competitors. Customer loyalty metrics reach 65% for these providers compared to 48% for other operators.

The research shows time-to-market performance at 68% for leaders versus 39% for peers. Network fault detection and resolution times improve to 57% compared to 39% for the wider market.

The data demonstrates why BT Group is pursuing this technological transformation. The company faces competition in broadband markets and appears to be deploying high-efficiency AI systems to support its commercial objectives.