Case Study: Malaysia Airlines achieves seamless, employee-centered service delivery and faster innovation with ServiceNow

With Mobile-First Cloud-First Strategy Malaysia Airlines Introduces New and Better Ideas Faster

Malaysia Airlines, headquartered in Kuala Lumpur and serving roughly 40,000 passengers daily to more than 50 destinations, sought to speed innovation and deliver seamless, personalized customer experiences. The airline needed a mobile- and cloud-first solution to break down internal silos, provide a single employee service portal, automate back‑office processes, and manage growing workloads without adding headcount.

Malaysia Airlines chose ServiceNow ITSM and the Now Platform to build a common, accessible platform. By late 2017 IT and finance services were migrated (with HR and contract management planned), and today about 12,000 employees and 450 resolvers use the portal—enabling aligned service delivery across divisions, approvals from anywhere, reduced friction, and a stronger focus on high‑quality, personalized passenger services.

Malaysia Airlines

Abdul Rahman Mohamed

General Manager, IT Strategy and Governance and PSS (Passenger Services System) Programme Director