BMC Helix Ops Swarmer

What is BMC Helix Ops Swarmer?

The BMC Helix Ops Swarmer enables users to interact with BMC Helix services directly within Microsoft Teams. It enables employees to raise incidents, request services, check ticket status, and access knowledge articles through natural language conversations.

Powered by BMC HelixGPT, the agent provides intelligent, context-aware responses and automates routine tasks, enhancing self-service and reducing service desk workload, all without leaving the Microsoft Teams environment.

The BMC Helix Ops Swarmer facilitates real-time collaboration to address critical issues. Users can seamlessly collaborate, share insights, and make informed decisions, leading to quicker issue resolution and improved service management.

You must have the BMC Helix Service Management service to use this agent.

Benefits

Faster incident resolution
Improved decision-making
Seamless collaboration
Increased efficiency
Enhanced service management

Requirements for BMC Helix Ops Swarmer

Skills:

Collaboration Agent skill
MS Graph skill

For more information about the out-of-the-box skills, see Out-of-the-box skills in BMC HelixGPT.

Knowledge sources:

BMC Helix Knowledge Management by ComAround
BMC Helix Digital Workplace Catalog

For more information about adding data sources, see Adding data sources in BMC HelixGPT.

Scenario: Using Microsoft Teams for incident tracking and collaboration

Scenario: Using Microsoft Teams for incident tracking and collaboration

A critical server outage at Apex Global affects multiple clients, triggering an alert in Microsoft Teams.

Without switching to Incident Management, Bill, the service desk agent, retrieves the incident details by messaging the bot and quickly identifies the need for additional expertise.
Using a simple command, the BMC Helix Collaboration Agent adds a cloud infrastructure specialist to the incident, who is instantly notified and granted access to the discussion.

As the issue escalates, the supervisor monitors the progress and brings in a vendor SME, all within Microsoft Teams.

Real-time updates keep stakeholders informed, and after the incident is resolved, the agent closes the incident directly through Microsoft Teams. This seamless integration ensures faster resolution, improved collaboration, and minimal disruption without the need to log into multiple systems.

Supported use case

Configuring settings to launch Microsoft Teams chat from incidents