BMC Helix Ops Swarmer agent

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.

Watch the following video (2:45) showing an overview of the BMC Helix Ops Swarmer:

 Overview of BMC Helix Ops Swarmer

Required licenses

You must have an appropriate license for using the following products. For more information about licensing, see BMC Helix Service Management service and BMC Helix AIOps 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 Ops Swarmer​
• Microsoft Teams Essential

Supported models

• Azure Open AI GPT- 4.1
• Azure Open AI GPT- 4.1 mini
• Open AI GPT- 4.1​
• Gemini 2.5
• (For BMC Helix AIOps):
  • HelixGPT-v7
  • HelixGPT-v6.2
    For more information, see Configuring settings to use the AI-powered capabilities in BMC Helix AIOps. 

Configuring the BMC Helix Ops Swamer agent

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

Use cases

The following table describes the use cases the BMC Helix Ops Swarmer agent offers:

Use case	Description	Reference
Summarize  Microsoft Teams calls	Streamlines incident collaboration by capturing and logging key details from live conversations. Generates concise summaries of discussions after voice calls and stores highlights in the related incident activity log. Improves accuracy, speed, and visibility in incident resolution by enabling updates with live meeting summaries directly from the agent.	Summarizing Microsoft Teams calls by using the BMC Helix Ops Swarmer agent
Display incident information in an MS Teams chat​	Helps resolve issues faster by bringing together the best response team and guiding them with insights​. Helps ensure shared situational awareness by making AI Agent interactions visible to the entire team​. Reduces context switching and administrative overhead, through automatic summarization of the chat​.	Launching ChatOps for collaboration
Update the incident Work Log from an MS Teams chat​	Saves time and effort by displaying the most up-to-date incident details in MS Teams​. Brings helpful information into the chat by finding and displaying past similar incidents​.
Retrieve information about the situations impacting a service to identify the root cause of the impact	Saves time and effort by displaying intelligence about an outage summary and analysis in an MS Teams chat​. Accelerates service restoration activities by recommending the best resolution actions​.	Using the BMC Helix Ops Swarmer agent with Microsoft Teams to help resolve situations
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 or PagerDuty to make sure that the participants on-call are invited​.
Ask five whys, instead of five whats	Identifies the root cause of outages quickly by using AIOps intelligence to reduce time spent on analysis. Makes 5 Whys available to everyone in an MS Teams-based post-mortem chat for further discussion.

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