Maybank signs five-year ServiceNow deal for AI-based technology monitoring
The rollout will start in Malaysia and Singapore before extending to Indonesia, with the bank aiming to identify risks before they disrupt services.
Maybank has agreed a five-year programme with ServiceNow to extend its regional Resilience Operations Centre across Malaysia, Singapore and Indonesia. The bank aims to use artificial intelligence to spot operational risks earlier and limit potential disruptions to banking services.
The initiative will bring monitoring of applications, infrastructure and service performance into a consolidated view of the bank’s technology systems. Maybank plans to use ServiceNow’s AI platform to automate operational tasks and tackle problems before customers are affected.
Implementation will begin in Malaysia and Singapore, with Indonesia to follow during the five-year programme. The agreement is part of Maybank’s ROAR30 transformation strategy and covers technology operations serving retail customers, small and medium-sized enterprises and corporate banking clients.
Maybank also expects the system to support security and operational resilience standards, alongside compliance with regulatory requirements in the different markets.
The bank will set up an internal Centre of Excellence with support from ServiceNow University. It will train staff in platform engineering, automation and AI, while helping the bank adopt new technologies and improve its operations.
