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BMC Helix Agents
Ops Swarmer
Coordinates major incident response by assembling the right resolver team, maintaining a shared timeline, and driving structured bridge calls to resolution.
Overview
Orchestrating the major incident lifecycle end to end
Major incident response is highly collaborative, and much of it already happens in Microsoft Teams. Ops Swarmer strengthens incident swarming by connecting Teams to Helix ITSM, Helix AIOps, and automation, bringing live operational intelligence into the conversation. Responders can see service-impacting situations, explore likely causes, use Five Whys, review progress and get recommended next steps without leaving Teams. It also recommends participants, captures key actions back to the incident record, and, with human input, can trigger triage and remediation.
Capabilities and value delivered
Core capability
Intelligent responder recommendations
Recommends relevant experts based on CI or service ownership, support roles, and on-call information.
Shared incident context and progress
Brings incident, work order, and change information into Teams and provides a visual timeline of assignments, status changes, and resolution activity.
Conversation capture and ITSM updates
Summarizes Microsoft Teams calls, captures participants, discussion points and actions, and writes the resulting information back to the incident record.
AIOps-assisted investigation
Surfaces situations affecting a service, provides root-cause insights, and supports Five Whys analysis directly within Teams.
Guided triage and remediation
Recommends triage and remediation actions and, with human input, invokes approved actions through tools such as Ansible Automation Platform and TrueSight Orchestration.
Value delivered
Faster swarm formation
Reduces the manual effort of finding the right people and gets relevant responders into the conversation sooner.
Better situational awareness
Gives responders a common view of how the incident is progressing and makes delays or bottlenecks easier to identify.
Less coordination overhead
Reduces manual note-taking and context switching while keeping the system of record current for everyone involved.
Faster diagnosis
Brings operational intelligence into the incident conversation so teams can move more quickly from symptoms to likely causes and resolution plans.
Faster action with human control
Moves the swarm from recommendation to remediation without requiring responders to manually switch between collaboration, diagnostic, and automation tools.
