#Malaysia #Kuala Lumpur #DNB #BMC Helix #5G Service

Accelerating 5G in Malaysia through AI

In a landmark development for Malaysia's digital landscape, Digital Nasional Berhad (DNB) has partnered with BMC Helix, a leader in innovative software solutions, to transform its service management capabilities in the realm of 5G technology. Established in 2021, DNB has been instrumental in deploying a comprehensive 5G network that covers over 82.4% of Malaysia's populated areas. This collaboration aims to enhance DNB's operational efficiency while providing a robust framework for future technological advancements.

The Partnership

DNB and BMC Helix are embarking on a journey to integrate artificial intelligence into service management processes. The goal is to optimize how DNB manages its interconnected networks and IT systems. The adoption of BMC Helix’s scalable Software as a Service (SaaS) solution has allowed DNB to automate ITIL processes, paving the way for significant improvements in service delivery. This new approach not only enhances productivity but also addresses the complexities inherent in managing a nationwide 5G service.

Sunil Gupta, DNB’s head of digital engineering, emphasized the forward-thinking nature of their network and platform, stating, "Our network and platform are built for the future, not the past." With this groundbreaking collaboration, DNB is embedding AI into its operational framework to facilitate superior connectivity and harness new possibilities for innovation.

Significant Achievements

Since the implementation of BMC Helix, DNB has recorded an impressive 80% reduction in the Mean Time to Acknowledge (MTTA) incidents, bringing it down to under five minutes. This metric is vital as it directly impacts customer experience, particularly for both internal users and external customers relying on DNB’s services. Such rapid incident acknowledgment not only enhances user satisfaction but also allows DNB to allocate resources more efficiently for strategic initiatives.

Ken Tan, chief technology officer at DNB, remarked on the transformative impact of this technology, saying, "BMC Helix's AI capabilities allow us to shift from reactive to proactive operations." This shift is crucial in the fast-paced world of telecommunications where efficiency and prompt response to incidents can set a service provider apart from its competitors.

The Future of 5G Innovation

BMC Helix is not just about immediate operational benefits; it opens the door to endless possibilities for future innovations. The collaboration allows DNB to harness the generative AI capabilities of HelixGPT, fostering innovative use cases that could redefine how services are delivered in the 5G space. Gunal Kannan, a key executive at BMC Helix, expressed enthusiasm over the results achieved thus far, acknowledging DNB’s proactive approach in utilizing this technology to create new opportunities.

The successful integration of AI and service management positions DNB at the forefront of the 5G industry not just within Malaysia, but also as a potential model for network providers worldwide. This progress illustrates how technology can drive efficiency and promote innovation on a large scale, setting the stage for future developments in various industries such as healthcare, education, and logistics.

Conclusion

As Malaysia continues its journey towards complete digital transformation, the partnership between DNB and BMC Helix marks a significant milestone. It showcases how embracing artificial intelligence can lead to tangible benefits in telecommunications and beyond. With a solid foundation laid out by this collaboration, DNB is poised to redefine service management in the 5G landscape, ultimately enhancing the digital experience for millions across the nation.

For further information on how this partnership is shaping the future of 5G in Malaysia, visit BMC Helix’s website.