DNB adopts AI-powered service management solution
HOUSTON, Sept. 2, 2025 /PRNewswire/ — Digital Nasional Berhad (DNB), the 5G wholesale provider for Malaysia, and BMC Helix, a global leader in software solutions that help the world’s most forward-thinking IT organizations turn AI into action, have partnered to evolve DNB’s digital operations and deliver one of the world’s most cost-effective and technologically advanced ServiceOps deployments.
Established in 2021, DNB was formed to accelerate Malaysia’s digital transformation by deploying a nationwide 5G network that is not only fast and reliable, but also affordable. Today, DNB’s infrastructure supports 82.4% of Malaysia’s populated areas with 5G coverage, enabling industries such as healthcare, education, manufacturing, and logistics to innovate at scale. To drive innovation, DNB worked with BMC Helix to provide an automated AI-driven service management solution to digitally manage processes across interconnected networks, IT, and network systems.
With the scalable SaaS-based BMC Helix solution, DNB automated ITIL processes at scale to support the 5G network. DNB also successfully expanded its use of BMC Helix to consolidate corporate IT service management and business processes that manage procurement and IT Security requests, streamlining service delivery across the organization.
“Our network and platform are built for the future, not the past,” says Sunil Gupta, head of digital engineering at DNB. “With BMC Helix, we’re embedding AI into our service management to deliver superior connectivity and unlock new possibilities for AI innovation, given the 5G wholesale provider complexity involved.” The team achieved a remarkable 80% reduction in Mean Time to Acknowledge (MTTA) incidents, an important KPI for DNB. MTTA is now less than five minutes per incident, improving customer experience for both internal and external customers and freeing time for further innovation.
“BMC Helix’s AI capabilities allow us to shift from reactive to proactive operations,” said Ken Tan, CTO of DNB. “We’re freeing up human time to focus on strategic work and accelerating the 5G innovation roadmap.”
“We’re thrilled to see the efficiency gains that DNB has achieved so quickly and the new opportunities for innovation that they continue to identify,” says Gunal Kannan, AVP, Sales Strategy & Innovation at BMC Helix. “DNB has actively leveraged the generative AI capabilities of HelixGPT to drive new innovative use cases. They have been leaders in this market, maximizing the potential of HelixGPT and the huge set of benefits that come with the adoption of agentic AI. Their rapid adoption of this technology and continued partnership to drive new use cases is a success story for network providers across the globe.”
Additional Resources
- Learn more about DNB’s success with BMC Helix
- Learn how BMC Helix customers achieve more with the Helix solutions
About BMC Helix
BMC Helix helps the world’s most forward-thinking IT organizations turn AI into action – unlocking human potential to multiply productivity so teams can focus on the work that matters most. With an industry-leading, AI-powered, open platform, BMC Helix delivers a dynamic fleet of AI agents that augment work across enterprise IT service and operations management to anticipate needs, automate solutions, and accelerate outcomes for ServiceOps.
Helix and other Helix marks are exclusive properties of BMC Helix, Inc. and are registered or may be registered with the U.S. Patent and Trademark Office and in other countries.
BMC, BMC Software, the BMC logo, and other BMC marks are the exclusive properties of BMC Software, Inc. and are registered or may be registered with the U.S. Patent and Trademark Office and in other countries.
©Copyright 2025 BMC Helix, Inc.
Editorial Contact:
Madeline Bien
BMC Helix, Inc.
[email protected]
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SOURCE BMC Helix
