BMC Helix Ops Swarmer

The integration of BMC Helix Ops Swarmer with Microsoft Teams, powered by BMC HelixGPT, enables service desk agents 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 to accelerate root cause identification and proactive resolution.

From within Microsoft Teams, agents can:

Initiate and manage incident-related chats
Add or receive recommendations for relevant participants
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.

Requirements for using BMC Helix Ops Swarmer

You must have an appropriate license for using the following products. For more information about licensing, see BMC Helix Service Management service.

BMC Helix Innovation Suite
BMC Helix ITSM
(Optional) BMC Helix AIOps
MS Teams Azure account with a bot configured to interact with BMC Helix OpsSwarmer

User roles

Operational leaders
Incident managers
Support engineers
Service owners
Problem managers
Change managers

Capabilities

The following table describes the capabilities BMC Helix Ops Swarmer offers:

Capability	Benefits
Display Incident information in an MS Teams chat	Resolve issues faster by bringing together the best response team and guiding them with insights. Ensure shared situational awareness by making AI Agent interactions visible to the entire team. Reduce context switching and administrative overhead, through automatic summarization ofthe chat.
Update Incident Work Log from an MS Teams chat	Saves time and effort by displaying the most up-to-dateIncident details in MS Teams. Brings helpful information into the chat by finding anddisplaying past similar Incidents
Display BMC Helix AIOps information in an MS Teams chat	Saves time and effort by displaying intelligence about an outage summary and analysis in an MS Teams chat. Accelerates service restoration activities by recommending best resolution actions.
Recommend participants who may be able to contribute in a chat	Makes accurate and timely recommendations on who should be invited to the swarm. Looks at the group support rosters in xMatters to make sure.that those currently on-call are invited.
Ask five whys, instead of five whats	Root causes of outages are analyzed by the BMC Helix AIOps intelligence. The 5 Whys are available to everyone in an MS Teams based post-mortem chat for further discussion.

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.

Where to go from here

For BMC Helix ITSM integration, see Integrating BMC Helix ITSM and BMC Helix AIOps with Microsoft Teams for incident collaboration.
For ServiceNow with BMC Helix AIOps integration, see Integrating BMC Helix AIOps with Microsoft Teams for ServiceNow incident collaboration.