Ops Swarmer enables organizations to resolve incidents faster and more effectively by bringing AI-driven collaboration directly into Microsoft Teams. By connecting BMC Helix ITSM and BMC Helix AIOps, the agent provides shared visibility, intelligent recommendations, and real-time operational insights that help teams reduce mean time to resolution (MTTR).
With context-rich intelligence, proactive insights, and guided collaboration, the agent enhances decision-making, minimizes service disruptions, and improves overall service management efficiency.
Capabilities of Ops Swarmer
The following table describes the capabilities supported by the BMC Helix Ops Swarmer:
| Use case | Associated product | Description | Reference |
|---|
| Obtain recommendations for incident and service chats | ServiceNow | - Suggests the right experts to join incident or service conversations based on CI or service ownership, management, or support roles.
- Eliminates manual search; users can ask Ops Swarmer to recommend participants.
- Returns up to three recommendations per request in ServiceNow.
| Obtaining participant recommendations from ServiceNow assets |
| Review the incident progress to identify delays and take corrective action | BMC Helix ITSM | - Provides a visual timeline of key incident milestones, including assignments, status changes, and resolution updates.
- Enables Ops Swarmers to quickly assess incident progress, pinpoint delays or bottlenecks, and identify areas needing attention.
- Improves decision-making and collaboration by offering a clear, consolidated view of how the incident has evolved from creation to resolution.
| Viewing a visual timeline of incident milestones by using Ops Swarmer |
Summarize Microsoft Teams calls | BMC Helix ITSM | - 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 | BMC Helix ITSM | - 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 Ops Swarmer for collaboration |
Update the incident Work Log from an MS Teams chat | BMC Helix ITSM | - 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 | BMC Helix AIOps | - 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 | BMC Helix AIOps | - 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 | BMC Helix AIOps | - 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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Integrating BMC Helix ITSM and BMC Helix AIOps with Microsoft Teams for incident collaboration
Integrating BMC Helix AIOps with Microsoft Teams for ServiceNow incident collaboration
