Ops Swarmer Value Dashboard for ServiceNow
As an administrator, use the Ops Swarmer Value Dashboard for ServiceNow to monitor how Ops Swarmer is used to resolve ServiceNow incidents. The dashboard provides a consolidated view of ServiceNow incident metrics such as MTTR trends, SLA performance, user feedback, usage patterns, unsupported messages, and participant recommendations.
The dashboard also highlights Ops Swarmer for ServiceNow adoption trends, user engagement, and feedback sentiment, helping you to assess ROI, identify optimization opportunities, and improve user experience. Additionally, insights into unsupported messages and participant recommendations help continuously refine Ops Swarmer capabilities for ServiceNow, leading to more resilient operations and better outcomes for both IT teams and business stakeholders.
The following image shows the Ops Swarmer Value Dashboard for ServiceNow with sample data:
Before you begin
To access the dashboards, make sure that BMC Helix Innovation Suite is deployed in your environment.
To view the Ops Swarmer Value Dashboard for ServiceNow
- Log in to BMC Helix Dashboards.
- Expand the left navigation pane, and click Dashboards.
- Search for the HelixGPT folder and click it.
- Click Ops Swarmer Value Dashboard for ServiceNow.
- Select a time range for data.
The dashboard displays data up to the last 90 days.
Ops Swarmer Value Dashboard for ServiceNow filters
You can look for the specific information on the dashboard by using the following filters:
| Filter | Description |
| Priority | Filter incidents by assigned priority level. For example, Critical or Low. By default, the All option is selected. |
| Date Range | Filter by the time range, such as Last 1 hour, Last 30 days, or Last 1 year. |
Panels in the Ops Swarmer Value Dashboard for ServiceNow dashboard
The following table describes the Ops Swarmer Value Dashboard for ServiceNow dashboard panels:
| Panel | Description | Example |
| Total Ops Swarmer Conversations | Displays the total number of conversations initiated through Ops Swarmer for the ServiceNow incidents. |  |
|---|---|---|
MTTR with Ops Swarmer (Hrs) | Displays the average Mean Time to Resolve for ServiceNow incidents where Ops Swarmer was used. |  |
MTTR without Ops Swarmer (Hrs) | Displays the average Mean Time to Resolve for ServiceNow incidents without using Ops Swarmer. |  |
SLA Breached Count with Ops Swarmer | Displays the number of ServiceNow incidents that were resolved by using Ops Swarmer that breached the SLA. |  |
SLA Breached Count without Ops Swarmer | Displays the number of ServiceNow incidents that were resolved without using Ops Swarmer that breached the SLA. |  |
Ops Swarmer Conversations by Use Case | Displays the distribution of Ops Swarmer conversations across different use cases. |  |
Resolved Incidents with vs. without Ops Swarmer | Displays a comparison of ServiceNow incidents resolved by using the Ops Swarmer versus those resolved without it. |  |
MTTR | ||
MTTR with Ops Swarmer (Hrs) | Displays the average Mean Time to Resolve for ServiceNow incidents where Ops Swarmer was used. |  |
MTTR without Ops Swarmer (Hrs) | Displays the average Mean Time to Resolve for ServiceNow incidents without using Ops Swarmer. |  |
| MTTR Trend (Hrs) | Displays the graphical comparison of the Mean Time to Resolve for ServiceNow incidents with and without using the Ops Swarmer. |  |
Incidents with SLA Breached | ||
SLA Breached Count with Ops Swarmer | Displays the number of ServiceNow incidents that were resolved by using Ops Swarmer that breached the SLA. |  |
SLA Breached Count without Ops Swarmer | Displays the number of ServiceNow incidents that were resolved without using Ops Swarmer that breached the SLA. |  |
SLA Breached Trend | Displays a graphical comparison of the SLA breach trend for ServiceNow incidents resolved with and without using the Ops Swarmer. |  |
Feedback Statistics | ||
% of Positive vs. Negative over Total Feedback | Displays the percentage of positive versus negative feedback received for Ops Swarmer interactions for ServiceNow incidents. |  |
% of Positive vs. Negative over Total Feedback | Displays a graphical comparison of positive and negative feedback across all feedback received for ServiceNow incidents. |  |
Participant Recommendations | ||
Participant Recommendations | Displays the total number of participant recommendations generated by Ops Swarmer for ServiceNow incidents. |  |
Participant Recommendations Trend (Days) | Displays the daily trend graph of participant recommendations generated by Ops Swarmer for ServiceNow incidents. |  |
Unsupported Messages | ||
Unsupported Messages | Displays the total number of messages that Ops Swarmer could not process. |  |
Unsupported Messages Trend (Days) | Displays the daily trend graph of the number of messages that Ops Swarmer could not process. |  |
Unsupported Messages by User / Date | ||
Unsupported Messages by User / Date | Displays details of Ops Swarmer-unsupported user queries, such as user ID, request details, incident ID, and timestamp. |  |
AIOps Situations | ||
AIOps Situations MTTR with Ops Swarmer (Hrs) | Displays the average Mean Time to Resolve for the BMC Helix AIOps situations by using the Ops Swarmer. |  |
AIOps Situations MTTR without Ops Swarmer (Hrs) | Displays the average Mean Time to Resolve for the BMC Helix AIOps situations without using the Ops Swarmer. |  |
AIOps Situations MTTR Trend (Hrs) | Displays the hourly trend graph of the BMC Helix AIOps situations that were resolved with and without using the Ops Swarmer. |  |
AIOps Situations Count with Ops Swarmer | Displays the number of BMC Helix AIOps situations that were resolved by using the Ops Swarmer. |  |
AIOps Situations Count without Ops Swarmer | Displays the number of BMC Helix AIOps situations that were resolved without using the Ops Swarmer. |  |
AIOps Situations Count Trend | Displays the graphical comparison of the number of BMC Helix AIOps situations resolved with and without using the Ops Swarmer. |  |
Usage Trends | ||
# of Unique Users interacted with Ops Swarmer | Displays the total number of unique users who have used Ops Swarmer to resolve ServiceNow incidents. |  |
Ops Swarmer Usage Trend (Days) | Displays the daily trend of conversations and unique users to understand user engagement |  |