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Fast, smart investigation for incident management teams

Increase team speed and productivity, service reliability, and customer satisfaction with AI‑Powered Incident Management.

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Accelerate and automate incident management workflows

Give your incident management team the situational awareness to investigate issues quickly and efficiently.

Accelerate response times

Leverage fragmented data and knowledge, transforming it into relevant insights for incident management teams of all levels – specifically, those managing ITSM tickets. Automate critical workflows using these insights to improve investigation and resolve incidents faster.

BigPanda creates actionable alerts that contain critical information, such as priority and assignment, directly in the ITSM ticket.
Biggy AI surfaces insights based on operational data, service history, and informal knowledge to give L1, L2 Support, L3 Engineers, and Incident Managers the information needed to investigate.

Reduce escalations

BigPanda Biggy AI allows responders to quickly and accurately understand an incident and ask questions in real time using natural language. They can diagnose and resolve issues quickly without unnecessary delays or escalations.

Reduce customer-impacting issues

Deliver exceptional customer experiences with reliable, innovative services and incident management processes that enable fast resolution when issues arise.

Biggy AI ensures Incident Management teams have instantaneous access to knowledge and workflows to keep systems running smoothly.
Unified Analytics analyzes aggregated data from your IT organization to provide insights that optimize performance.

Prevent recurring incidents

BigPanda Unified Analytics helps incident management teams measure performance and prevent future incidents. Identify and eliminate repeat incidents and monitoring gaps while reducing end-user ticket volume.

Analyst report - EMA Research: Incident management and prevention - Download now

Situational awareness for every incident responder

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Achieve essential visibility

“Operational awareness is critical for us at all times. Unified Analytics helps us unify our monitoring and observability data. We build custom dashboards and create custom KPIs unique to our business, helping us avoid surprises and optimize incident management workflows.”

Lukas Johnson

Lead IT Infrastructure Engineer, Lumen Technologies

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Rapid situational awareness

“Enrichment data that we process through BigPanda allows us to create specific, insightful alert tags. Adding context to alerts that are coming in allows us to know the right teams to involve for faster resolution.”

Mark Peterson

IT Operations Supervisor, Cambia Health Solutions

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Minimize disruption across teams

“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

FAQ

How does BigPanda use GenAI to help incident management teams?

Generative AI enhances L1 team knowledge to solve issues faster, ensuring system availability. BigPanda combines operational data, service history, and informal knowledge to find valuable insights quickly. GenAI summaries provide enriched analysis including change data, historical context, and correlation, helping operators make informed decisions quickly during triage and investigation.

How does BigPanda help teams that work in the ITSM platform?

BigPanda integrates with ServiceNow to provide ITSM users with context-rich data, including impact, priority, related alerts, root cause analysis, and more to accelerate incident investigation and resolution. Using BigPanda with ServiceNow enhances your configuration management database (CMDB) and dependency map data to reduce ticket volume, identify root cause changes, and understand incident impact.

How does BigPanda improve collaboration and expertise for incident management teams?

BigPanda improves expertise and team productivity with context-rich insights, including root cause, missing CIs, and related alerts, delivered directly within your ITSM platform. Using Biggy AI’s simple, interactive prompts, incident management teams can resolve incidents faster with fewer escalations, allowing for faster identification and troubleshooting and improved team collaboration.

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