Today, every enterprise is digital. Regardless of industry, every business must incorporate digital technologies and strategies into its operations to remain competitive. Maintaining reliable IT infrastructures and digital services while minimizing downtime due to unplanned outages is critical to business success.
Unplanned IT outages can cost large enterprises up to $1.5M per hour. Incidents that disrupt services can harm revenue, damage customer trust, and negatively affect brand reputation. However, incident response teams face greater challenges than ever. IT environments have increased in complexity by orders of magnitude. Operators have to sift through a veritable flood of alerts to locate, access, and synthesize the correct data to fully understand an incident’s root cause and establish a remediation plan.
Organizations are turning to AI to address these challenges and enhance their IT incident management processes. Advances in generative AI have the potential to transform IT incident management and deliver faster, more efficient outcomes. Incident management teams can use generative AI to help troubleshoot incidents faster, improve decision-making, and reduce response times. Here are three ways AI-powered Incident Management from BigPanda can help your organization improve service reliability and prevent revenue loss.
Benefit 1: Accelerate incident investigation
One of the biggest hurdles in incident management is navigating through siloed data to pinpoint the root cause of an issue. The average enterprise uses more than 20 observability and monitoring data sources. The sheer number of tools organizations must manage overwhelms teams and forces them to scramble to connect the dots and identify the root cause of issues.
“Siloed information makes it difficult to centralize data and identify important alerts, which creates inefficiencies and extends incident resolution times,” said C Beers, a resident solutions architect at BigPanda, in a recent webinar. “Advancements in generative AI can help democratize access to operational knowledge so your responders know what’s happening and can act quickly.”
BigPanda accelerates incident investigation by consolidating siloed observability, change, topology, and institutional data into a unified view.
BigPanda Biggy AI provides your incident management teams with complete situational awareness to help improve decision-making and resolve issues faster. Biggy AI uncovers hidden data and delivers actionable insights right where responders are already working within Slack or Microsoft Teams so they can:
- Correlate alerts across systems to identify patterns and connections.
- Rapidly understand the root cause and impact of incidents.
- Make smarter decisions, improve productivity, and reduce unnecessary escalations.
By accelerating the investigation process, BigPanda enables teams to resolve incidents faster, minimizing downtime and ensuring critical services remain available. “BigPanda gets us to the root cause of an incident quicker, which improves mean time to resolution (MTTR), said Jon Moss, Head of Edge Software Engineering at Zayo. “This helps us deliver a better customer experience and scale using technology, not headcount.”
Benefit 2: Enhance your teams’ situational awareness
When services are unreliable, businesses risk losing revenue and eroding customer trust. AI-powered incident management enhances service reliability by enabling teams to respond quickly and efficiently to incidents.
BigPanda Advanced Insight uses generative AI to analyze multi-source data so ITOps and incident management teams can automate triage and improve service availability directly within ServiceNow. Incident management teams gain instant access to AI-generated incident summaries, relevant historical insights, and change data so they can understand what happened, why, and what to do. With immediate access to these actionable insights, responders can:
- Reduce response times and improve decision-making.
- Prioritize and assign incident remediation within seconds.
- Safeguard adherence to service level agreements (SLAs).
Operators gain instant access to context-enriched incident summaries in clear, plain language, and L2 incident teams can now focus on actionable incident tickets when they integrate BigPanda with ServiceNow. With access to the most relevant context about alerts directly within ServiceNow, responders can quickly understand and communicate an incident’s impact, priority, and assignment.
As part of Advanced Insight, BigPanda customers also get access to Similar Incidents. This feature reduces manual investigation by surfacing similar past incidents that enable operators and incident management teams:
- Understand probable impact based on past escalations.
- Ensure rapid and accurate assignment to the right teams for remediation.
- View previous remediation steps that may apply to the active situation.
Dan Bartram, head of automation and monitoring at Gamma Communications, highlights the value of BigPanda’s AI-driven insights: “Not only can we see the alerts, but we can evaluate them using correlation that recognized patterns, connected alerts, and led to fewer incidents.”
Benefit 3: Enhance customer experiences and improve service reliability
How your customers relate to and experience your brand is directly tied to the availability and performance of your digital services. Unexpected downtime can frustrate customers and cause serious harm to a company’s reputation. AI-powered Incident Management can help your organization resolve issues faster and ensure reliable, seamless customer experiences by:
- Transform fragmented data into situational awareness to proactively prevent incidents.
- Dramatically accelerating root cause analysis and reducing mean time to resolution (MTTR) by up to 50%.
- Reducing end-user ticket volume by identifying and eliminating repeat incidents.
These capabilities ensure that business services and applications perform at their highest levels, minimizing the risk of SLA penalties. Additionally, by utilizing Unified Analytics, teams can identify recurring issues, address monitoring gaps, and enhance overall processes. This proactive approach helps prevent future incidents, further boosting service reliability.
“By leveraging BigPanda, we can ensure the highest level of availability,” said Alvin Smith, Vice President of Global Infrastructure and Operations at IHG Hotels & Resorts. “BigPanda ensures that we are aware of issues in our environment and can resolve them quickly.”
Learn more about AI-powered Incident Management
AI-powered Incident Management helps accelerate incident resolution, improve service reliability, and deliver better customer experiences. As leading enterprises like Zayo, Gamma Communications, and IHG Hotels & Resorts demonstrate, AI-powered Incident Management delivers measurable business benefits, including:
- Reduced MTTR.
- Improved decision-making and operational efficiency.
- Enhanced service reliability and customer satisfaction.
Check out our solution brief to learn how AI-powered Incident Management can help your organization ensure resilient, reliable services. To learn more about how to provide context-rich insights to ITOps teams and improve manual workflows, check out our latest infographic: Transform ITOps and incident management with AI.
“The rapid, automated extraction of meaningful insights from our complex IT alert environment not only makes us better at L1 response but also reduces escalations to our L2 and L3 experts.”
Jeremy Talley
Lead Operations Engineer, Robert Half International
