Improve IT incident management with BigPanda AIOps

The handoff between IT operations (ITOps) and incident management is often chaotic. NOC operators receive an overwhelming deluge of noisy low-priority alerts, which prevents them from detecting actionable, important alerts. This delay causes tickets to pile up, SLAs breached, and unnecessary assignments and escalations to L2 and L3 engineers. Concurrently, L1 analysts react to user-initiated tickets with little to zero context, forcing them to escalate the issues. Ultimately, L2 support and L3 engineers must address these escalations, which cost time and divert attention away from more innovative projects.

Incident-related context often exists only in the memories of subject-matter experts or buried deep in knowledge base articles, runbooks, and standard operating procedures (SOPs). Finding this information is often a manual, time-consuming, and error-prone process. And if your teams don’t have access to this crucial information, effective and efficient incident resolution is extremely difficult.

Overall, incident management teams work in unsustainable, manual workflows that limit their ability to scale and deliver great service reliability and customer experiences. The tools they use need to catch up with the complexity, scale, and speed of technology. Critically, they need more context for investigating incidents.

According to EMA research, when service desks and operation teams unify effectively, they experience higher productivity, improved end-user experience, and faster time to find and fix problems.

“AIOps makes it possible for different teams to work within a shared context—an integrated view of the elements and impacts that matter enables specialization without silos.”

AIOps-powered IT service: Insight for action, Enterprise Management Associates, November 2024

With consistent access to actionable information and better communication, both ITOps and incident management teams can work efficiently. This is where BigPanda comes into play:

BigPanda gives ITOps and incident management teams situational awareness

AIOps from BigPanda makes it easy to access contextual data for fast resolution across operations and incident management teams.

• For ITOps teams, AI-powered Event Management helps operators transform overwhelming IT noise into actionable insights for faster detection and triage. BigPanda correlates event data across various sources and synthesizes relevant information using AI to give teams a clear understanding of a situation before it becomes an incident. This enables operators to resolve more issues independently before they become incidents, which reduces unnecessary, expensive escalations to incident management teams.
• BigPanda AI-powered Incident Management turns siloed data into applicable knowledge for incident management teams, enabling them to have more situational awareness of incidents. BigPanda Biggy AI is an interactive AI-powered ITOps assistant that uncovers hidden data, transforms it into purpose-built insights, and delivers easy-to-understand answers where teams work (e.g., Slack and Microsoft Teams) to help them make faster, smarter decisions and improve productivity.
• BigPanda increases the speed and productivity of both IT operations and ITSM teams, which helps to deliver exceptional customer experiences and service reliability.

BigPanda makes critical incident information available in ServiceNow tickets

According to EMA, service desk agents find user-initiated complaints the most difficult to handle because they contain little information. Only 12% of respondents reported having high-quality information about incidents.

The new integration between BigPanda and ServiceNow improves incident management processes and the utilization of existing ServiceNow ITOM or ITSM. Incident responders don’t experience alert fatigue and get access to smart, context-rich tickets to help them proactively respond to incidents and automate L2/L3 incident workflows. There is no need to create event filters, alert rules, grouping rules, or even bind CI with alerts.

BigPanda’s Advanced Insight Module helps teams working in ServiceNow understand incident impact, surface root cause analysis, and identify remediation actions based on similar historical incidents.

Our OpsCentric AI approach automatically delivers these insights into the relevant tables and fields within ServiceNow, providing a similar level of insight from comprehensive Discovery & Service Mapping across all your applications, but without the manual effort and limitations of scale.

Incident Management teams now have enhanced situational awareness during incidents, eliminating the need for time-consuming manual investigations. This change enables more efficient workflows between L1 and L2/L3 engineers, resulting in faster resolution times.

BigPanda delivers interactive, GenAI-powered incident response

Biggy AI enhances situational awareness and improves collaboration for incident response teams within Slack and Microsoft Teams. It enables self-service troubleshooting of incidents, from basic infrastructure questions to suggest detailed remediation steps. Biggy also automates critical workflow tasks such as engaging stakeholders, summarizing incidents, and drafting post-mortem analyses.

Biggy facilitates quick, data-driven decision-making for fast incident resolution by leveraging machine and human-generated data. This enhances information sharing during active incidents among service desk L1 analysts, L2 support, and L3 engineers, ultimately helping teams achieve top-quality service reliability more efficiently.

“Biggy not only speeds up MTTR but enhances mean time to knowledge. Biggy allows a deeper understanding of impacts based on historical data and streamlines communication among teams,” said a service availability team member in the Biggy Beta Program.

Unify IT Operations and Incident Management teams

BigPanda significantly enhances IT organizations by providing a unified view and improved situational awareness to reduce blind spots across incident management and operation teams. By seamlessly integrating with ITSM solutions like ServiceNow, BigPanda supports a seamless stream of information across teams and ensures consistent information sharing. Innovative solutions like Biggy AI accelerate incident investigation by surfacing relevant insights across observability data, service history, and institutional knowledge to help teams make smarter decisions.

Learn more about how Biggy AI and our integration with ServiceNow can streamline your operations. Schedule a demo to see BigPanda in action.