Better Collaboration Across All Your Tools
Avoid ticketing clutter and pager fatigue. Intelligently route incident notifications through ServiceNow, JIRA, Slack, HipChat, PagerDuty, or any other collaboration tool of your choice.
• Generate notifications based on pre-correlated incidents, not each individual alert.
• Add context to tickets and on-call pages by embedding real-time insights.
• Keep notifications updated in real-time across all your collaboration tools.
A well-known retailer with multiple brands, has a mature instance of a ServiceNow ticketing system in a highly customized environment. As business in its three divisions grew, the IT Ops team was barely keeping up with the barrage of tickets. The retail giant implemented BigPanda to correlate thousands of alerts from many different monitoring tools into meaningful incidents in ServiceNow. Every incident is enriched with contextual information before the ticket is opened in ServiceNow. This ensures faster time to resolution.
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Instructure is a SaaS technology company that makes learning management systems for education and corporate learning. Ten IT pros there received up to 10,000 alerts per month via PagerDuty, from a variety of underlying monitoring tools.. Due to the huge volume of on-call notification that they received, it was very difficult to identify actual problems in a timely manner.
As soon as they set up BigPanda, the team saw a 96 percent reduction of on-call notifications. On-call tickets also automatically included additional information that helped on-call staff quickly gain context into how an issue was affecting the business, why it was happening, and what they should do about it. The result was a dramatic reduction in time-to-detection and overall MTTR.
If every incident update were to push a new message, your Ops chat rooms would be way too crowded. Thanks to integration between BigPanda and HipChat via HipChat Connect, Dev/Ops teams can view the status of consolidated BigPanda incidents in HipChat, including links to the incident details and relevant actions, right in the glance view beside the chat room.
Less clutter in HipChat rooms means less context switching to view incident details, leading to shorter resolution times and better collaboration across teams. HipChat users can see the incident status along with a description of all correlated alerts. They can take action from within HipChat, such as viewing the incident timeline and pausing updates. BigPanda/HipChat integration helps IT teams improve collaboration, eliminating the slow process of manually calling all stakeholders for every critical incident.