Digital Nasional Berhad (DNB), Malaysia’s leading 5G wholesale provider, has partnered with BMC Helix, a global software solutions leader, to transform its digital operations and implement one of the world’s most cost-effective and technologically advanced ServiceOps deployments. This collaboration aims to enhance DNB’s service delivery through AI-driven automation, enabling faster, smarter, and more reliable operations across its nationwide 5G network.
Since its establishment in 2021, DNB has focused on accelerating Malaysia’s digital transformation by deploying a robust 5G network that combines speed, reliability, and affordability. Today, DNB’s infrastructure reaches 82.4% of Malaysia’s populated areas, empowering industries such as healthcare, education, manufacturing, and logistics to innovate at scale. To further this mission, DNB turned to BMC Helix to implement an automated, AI-powered service management solution designed to streamline processes across IT, network systems, and interconnected operations.
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Leveraging the scalable, SaaS-based BMC Helix platform, DNB successfully automated ITIL processes, enabling efficient management of its 5G network at scale. The company also expanded Helix’s capabilities to consolidate corporate IT service management and business workflows, including procurement and IT security requests. As a result, DNB achieved a streamlined service delivery model that enhances productivity and operational efficiency throughout the organization.
“Our network and platform are built for the future, not the past,” said 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 reported an impressive 80% reduction in Mean Time to Acknowledge (MTTA) incidents, now under five minutes per incident, significantly improving the experience for internal and external stakeholders while freeing time for strategic innovation.
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Ken Tan, CTO of DNB, added, “BMC Helix’s AI capabilities allow us to shift from reactive to proactive operations. We’re freeing up human resources to focus on strategic work and accelerating the 5G innovation roadmap.”
Gunal Kannan, AVP of Sales Strategy & Innovation at BMC Helix, said, “We’re thrilled to see the efficiency gains that DNB has achieved so quickly and the new opportunities for innovation they continue to identify. By leveraging HelixGPT’s generative AI capabilities, DNB has pioneered new use cases, maximizing the potential of agentic AI. Their rapid adoption and continuous innovation serve as a global success story for network providers.”
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