Faster incident investigation with BigPanda and ServiceNow Now Assist

Faster incident investigation with BigPanda and ServiceNow Now Assist

When an incident occurs, an L2/3 engineer or SRE can spend 20–30 minutes investigating across alert consoles, combing through change records, and pinging teams on Slack or Microsoft Teams. When you multiply that time spent across thousands of incidents per year by the cost of an IT outage at $14,056 per minute, the cost is staggering. Enterprises can’t afford to waste time searching across disparate tools. Downtime for customers, SLA exposure, and engineering time are all burned on work that should be automated.

The solution is to connect what ServiceNow knows with what’s actually happening in your IT environment. The ServiceNow ticket knows what was reported; it doesn’t know what’s causing it or the impact across your infrastructure.

BigPanda AI Incident Assistant brings that cross-ecosystem context directly into ServiceNow Now Assist.

How BigPanda AI Incident Assistant integrates with ServiceNow Now Assist

Most ITSM-to-observability integrations are simple data integrations, pushing or pulling data into dashboards. The integration between BigPanda AI Incident Assistant and ServiceNow Now Assist is fundamentally different.

BigPanda AI Incident Assistant connects to ServiceNow Now Assist via an agent-to-agent protocol, meaning two specialized agentic AI systems collaborate in real time to solve a problem. Now Assist handles the ITSM workflow and user experience. AI Incident Assistant brings deep ITOps intelligence, including cross-ecosystem correlation, historical pattern matching, and agentic AI investigation, across more than 50 monitoring and observability sources. AI Incident Assistant includes Biggy, an AI agent that users chat with directly through Now Assist.

When a P1 incident is created, Now Assist calls Biggy. Biggy returns a complete incident summary—including root cause analysis (RCA), similar past incidents, and recommended next steps—delivered directly in the Now Assist console. Incident management teams never have to leave ServiceNow.

What makes BigPanda AI Incident Assistant different

Three features make AI Incident Assistant uniquely capable of delivering cross-ecosystem context:

• The IT Knowledge Graph: Biggy intelligence is grounded in the BigPanda IT Knowledge Graph, which was purpose-built to enable an AI-first data strategy that captures siloed and fragmented data. It ingests structured data like alerts, CIs, and incidents alongside unstructured knowledge from Slack and Microsoft Teams, bridge calls, and runbooks. Biggy provides answers based on context, including monitoring data, ITSM tickets, historical incident results, and organizational knowledge hidden in knowledge base articles.
• Specialized AI agents that drive decision-making: With Now Assist, Biggy deploys a team of investigative AI agents that work simultaneously to correlate active alerts across the stack, identify change-to-incident causality, surface similar historical incidents, and pull applicable runbooks and resolution steps. The result is a ranked, evidence-based response ready for action rather than a generic suggestion based on an outdated knowledge base article.
• Real-time sync across your entire workflow: In addition to answering questions, Biggy automates the coordination work that slows incident response—spinning up Slack or Microsoft Teams incident channels, starting and transcribing bridge calls, identifying the best SMEs for response instead of just who is on-call at the time, and generating post-incident reports and executive summaries—all from a single prompt inside Now Assist.

Teams report saving 20–30 minutes per incident with BigPanda AI Incident Assistant

Enterprise L2, L3, SRE, and major incident management teams using AI Incident Assistant have reported 3x faster RCA generation and 20–30 minutes saved per incident in manual investigation.

Ben Narramore, Director of Global Operations and Service Management at Sony Interactive Entertainment, shared: “We use ServiceNow on a daily basis for incident, problem, and change management. Integrating the BigPanda incident and change capabilities into ServiceNow has reduced manual ticket creation and improved correlation between incidents and changes. Overall, the integration has been highly effective.”

But the value goes beyond the metrics:

• New team members benefit from the whole team’s expertise. Biggy surfaces institutional knowledge that’s never been formally documented.
• Post-incident reports write themselves. Biggy automatically generates executive summaries, after-action reviews, and customer-facing RCAs with a single prompt.
• Your ServiceNow investment goes further. Biggy provides your teams with deeper ITOps intelligence and context without leaving the Now Assist console.

If your organization is already using both ServiceNow and BigPanda, this integration connects what you’ve built into a unified incident response workflow. BigPanda AI Incident Assistant is available as a certified app on the ServiceNow Store for enterprise organizations using Now Assist with ServiceNow ITSM and/or ITOM.

If you’re using one but not the other, request a demo to see how BigPanda AI Incident Assistant and ServiceNow Now Assist work better together to help your L2, L3, SRE, and major incident management teams investigate incidents faster.