BMC Helix Ops Swarmer

The integration of BMC Helix Ops Swarmer with Microsoft Teams, powered by BMC HelixGPT, enables service desk agents or site reliability engineers (SREs) to resolve incidents faster and more collaboratively without leaving the Teams interface.

This solution bridges BMC Helix ITSM and BMC Helix AIOps, automatically correlating incidents with operational events and situations to accelerate root cause identification and proactive resolution.

From within Microsoft Teams, agents or SREs can initiate and manage incident-related chats, add or receive recommendations for relevant participants, and track real-time incident updates.

Administrators can configure the Teams bot to support both BMC Helix ITSM and ServiceNow through BMC Helix AIOps.

This agent intelligently surfaces context-rich insights from BMC Helix ITSM and BMC Helix AIOps, enabling operational and support teams to triage and resolve issues collaboratively.

This integration reduces service desk workload, enhances self-service, and improves overall service management efficiency by automating routine tasks and delivering intelligent, context-aware responses.

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