05 September 2025
Digital Nasional Berhad (DNB), Malaysia’s wholesale provider of 5G infrastructure, has partnered with BMC Helix, a global leader in AI-driven IT service management solutions, to transform DNB’s digital operations and deliver one of the world’s most advanced and cost-efficient ServiceOps deployments.
DNB aims to accelerate Malaysia’s digital transformation through deploying a nationwide 5G network that is fast, reliable, and affordable. Today, the network covers 82.4% of the country’s populated areas, supporting key sectors such as healthcare, education, manufacturing, and logistics to innovate at scale. To enhance operational efficiency and support the growing complexity of its network, DNB collaborated with BMC Helix to implement an automated, AI-driven service management platform capable of managing interconnected networks, IT, and network systems.
Utilising BMC Helix’s scalable SaaS-based solution, DNB has automated its ITIL processes at scale to support its 5G infrastructure. The deployment also extended to consolidating corporate IT service management and streamlining business processes for procurement and IT security requests, resulting in more efficient and responsive service delivery.
“Our network and platform are built for the future, not the past. With BMC Helix, we’re embedding AI into our service management to deliver superior connectivity and unlock new possibilities for AI innovation, given the complexity involved in being a 5G wholesale provider,” said Sunil Gupta, Head of Digital Engineering at DNB.
Notably, DNB achieved an over 80% reduction in Mean Time to Acknowledge (MTTA) incidents, with current MTTA below five minutes — significantly enhancing customer experience and enabling faster incident resolution.
“BMC Helix’s AI capabilities allow us to shift from reactive to proactive operations. We’re freeing up human time to focus on strategic initiatives and accelerating our 5G innovation roadmap,” said Ken Tan, CTO of DNB.
“We’re thrilled to see DNB’s efficiency gains and new innovation opportunities. DNB has actively leveraged HelixGPT’s generative AI capabilities to develop innovative use cases, exemplifying the potential of agentic AI. Their swift adoption and continued partnership serve as a model for network providers worldwide to maximise AI benefits and operational excellence,” said Gunal Kannan, AVP of Sales Strategy & Innovation at BMC Helix.
