Benefits
- Proactive incident management: Eliminate alert noise and ticket fatigue with context-rich incidents to identify and prioritize incident response.
- Automate L1 workflows: Rapidly categorize and prioritize incidents according to their severity, impact, and potential risks.
- Automate L2 and L3 workflows: Reduce escalations and MTTR with real-time root cause insights into the likely cause of an incident.
- Reduce blind spots: Automatically identify missing CIs in your CMDB to increase the accuracy and value of your ITSM investments.
Improving service quality and optimizing the efforts of your IT teams can reduce costs and increase customer satisfaction. But it’s usually easier said than done.
Legacy event-management systems with manual rules and workflows are part of the problem. Event filters, alert and grouping rules, and binding configuration items (CIs) with alerts simply don’t scale.
Meanwhile, the absence of Service Mapping insights creates significant barriers to scaling incident management. Without the ability to quickly identify impact, urgency, and root cause, you’re stuck reacting to incidents instead of doing proactive problem resolution.
The BigPanda platform overcomes these challenges by reducing ticket volume and giving IT teams the necessary insights to automate and accelerate incident triage and investigation in ServiceNow.
- AI-powered Event Management Generate actionable ServiceNow tickets from telemetry data without manual rules to bind alerts to CIs. Automatically update incident fields as they develop to prioritize and route issues based on their impact.
- Advanced Insight Resolve incidents faster with accurate insights into impact, urgency, and historical similarity.
- Root Cause Analysis Immediately identify the statistically relevant changes that created an incident to expedite the investigation and minimize business impact.
- Continuous improvement Identify & eliminate repeat incidents, find monitoring gaps, and reduce end-user tickets.
How BigPanda works with ServiceNow
The BigPanda bidirectional integration with ServiceNow ITSM creates smart tickets with alerts and relevant context populated in the correct fields.
BigPanda combines multisource infrastructure and application data with historical ITSM ticket data to give incident management teams the context to identify, respond to, and remediate incidents proactively.
- Automate the service ticket lifecycle: BigPanda generates ServiceNow tickets from correlated alerts in seconds, updating them as incidents evolve for accurate categorization, prioritization, and routing to the right teams.
- Speed triage and reduce escalations: Improve and accelerate incident-management workflows. Benefit from highly informed, real-time AI-powered insights, including incident impact, root cause, and similar historical incidents within ServiceNow.
- Reduce blind spots: Automate CI discovery to identify missing items from alerts and update the CMDB. Adding operational characteristics from BigPanda enhances incident management and maximizes the value of the ITSM platform.
“With the help of BigPanda, we reduced incidents by 69% and significantly improved IT operations management efficiency.”
Samy Senthivel
Director of Observability Services, Autodesk
Challenge
Business value
Challenge
Business value
Challenge
Business value
Challenge
Business value
“Effective collaboration between IT service and IT operations makes sense to the frontline professionals whose work lives improve with friction-free cooperation and problem-solving. AI-curated information and automated workflows deliver practical advances that make work more productive and enjoyable.”
Valerie O’Connell
Research Director, EMA Research
