Come meet us at ServiceNow Knowledge 2026 to learn how BigPanda and ServiceNow are transforming major IT incident management

There’s a gap at the center of enterprise IT operations and service management teams that many organizations struggle with. On one side, you have monitoring and observability tools generating a relentless flood of thousands of alerts per day. On the other side, you have incident management teams that have to review all those alerts to detect, triage, and resolve issues in their system of record, ServiceNow. In the middle? A mess of manual triage, duplicated tickets, and fragmented context that costs teams hours they don’t have.

BigPanda and ServiceNow have joined forces to close that gap for good.

We’re thrilled to announce that BigPanda has entered into a partnership with ServiceNow as an elite Build Partner — the highest tier within the ServiceNow Partner Ecosystem. BigPanda built a certified application that transforms how enterprises manage incidents in ServiceNow ITSM, bringing BigPanda’s event intelligence and incident automation directly into the workflows your teams already use.

Why the partnership between BigPanda and ServiceNow matters

Enterprises have made ServiceNow the system of record for IT operations and IT Service Management  (ITSM). It’s where teams create tickets, track SLAs, coordinate response, and measure service reliability. But for many organizations, overwhelming alert noise and poor signal quality flowing into ServiceNow remain serious problems. A single infrastructure event can trigger hundreds of individual alerts or trigger other seemingly disconnected alerts to other issues that may be related. These land as separate, disconnected tickets — overwhelming your L1 teams, slowing triage to a crawl, and leaving responders without the context they need to act quickly and decisively.

That’s the challenge BigPanda was built to solve. Our agentic IT operations platform ingests alerts from across your monitoring and observability stack, applies AI-powered correlation and enrichment, and consolidates thousands of related signals into a single, context-rich incident in ServiceNow. With BigPanda, incidents are automatically created in ServiceNow IT Service Management (ITSM) and enriched with critical context, including topology, probable root cause, and data available natively in ServiceNow Discovery and Configuration Management Database (CMDB). All of this actionable intelligence is automatically piped directly into ServiceNow ITSM.

This partnership helps enterprises get more value from the ServiceNow investments they’ve already made. Whether an organization is early in its ITOM journey or operating a mature NOC, it can start seeing improvements in MTTR within weeks without re-architecting its existing environment. 

Across customers, the results are outstanding. Enterprises using BigPanda and ServiceNow together, such as Autodesk, have reported:

These aren’t projections — they’re outcomes enterprises are achieving today. “Integrating BigPanda’s incident and change capabilities into ServiceNow has reduced manual ticket creation and improved correlation between incidents and change,” said Ben Narramore, Director of Global Operations and Service Management at Sony Interactive Entertainment. “Overall, the integration has been highly effective.”

Introducing the BigPanda for ServiceNow Application

The BigPanda for ServiceNow application is now certified and available on the ServiceNow Store. The application integrates BigPanda’s event intelligence and incident automation platform directly with ServiceNow ITSM, enabling organizations to reduce alert noise, accelerate incident response, and improve service availability by integrating into ITSM for incident management. The key features of this integration include: 

Intelligent Incident Creation. BigPanda ingests alerts from your monitoring, observability, and cloud platforms and automatically creates or updates ServiceNow incidents with correlated, context-rich data. Thousands of related alerts are consolidated into a single, actionable incident. Duplicate and redundant tickets are prevented before they’re ever created. Your L1 teams stop drowning in noise and start focusing on what matters.

Bi-Directional Synchronization. The integration doesn’t just push data into ServiceNow — it keeps both platforms in sync. Incident state, assignment, and resolution updates flow between BigPanda and ServiceNow in near real time, with synchronization polled every 30 seconds by default. That means a resolution triggered in BigPanda updates the ServiceNow record, and vice versa. Your teams maintain auditability and operational consistency without anyone having to manually reconcile two systems.

Contextual Enrichment from ServiceNow Discovery and CMDB. BigPanda populates incidents with enrichment tags drawn from data natively available in ServiceNow Discovery and your CMDB. Topology, probable root cause, and business service impact are all surfaced automatically in the incident record, without responders having to hunt for them during triage. Less time is wasted gathering context, translating to faster, more confident resolution.

CMDB-Aware Correlation. BigPanda synchronizes your ServiceNow CMDB data to enhance its own correlation accuracy, aligning incidents with the business services and infrastructure components ServiceNow already knows about. This is especially valuable for organizations running CSDM-aligned environments, where accurate service mapping is foundational to effective incident management.

Change Correlation. Automatically sync ServiceNow Change Requests with BigPanda, so your team can quickly determine whether a recent change is likely the cause of an active incident. Change and incident management have always been conceptually linked — this makes that relationship operationally real.

It’s important to understand that this application is architected so that all of your existing ServiceNow workflows, approvals, SLAs, and reporting continue to operate exactly as they do today. You don’t have to choose between better signal quality and your existing processes — you get both.

BigPanda and ServiceNow meet you where you are in your ITOps journey

One of the most common concerns we hear from enterprises evaluating event intelligence tools is this: “We’ve already invested heavily in ServiceNow. Will this require us to rip and replace something?” 

The answer is no. BigPanda integrates directly with your existing ITSM investments and works within your current monitoring infrastructure, regardless of its maturity. Enterprises can quickly realize value while improving signal quality and streamlining incident workflows without disrupting existing processes. If your enterprise is still heavily reliant on manual processes, BigPanda immediately reduces manual workloads. If you’re running a sophisticated NOC with multiple observability tools, BigPanda provides the correlation layer that makes all of those tools work together more effectively, with their signals flowing cleanly into ServiceNow rather than creating chaos.

The certified application is available now on the ServiceNow Store.

See our partnership in action at ServiceNow Knowledge 2026

Alert noise, slow triage, fragmented context — these aren’t just operational annoyances. They erode team morale, inflate costs, and translate directly into slower response times when business-critical services are at risk. The BigPanda and ServiceNow partnership is built around the conviction that enterprise IT teams deserve better than spending their shifts manually triaging noise.

If you’re attending ServiceNow Knowledge 2026, we’d love to explore the benefits of this partnership for your enterprise in person. The BigPanda team is ready to walk you through the integration, share customer stories, and discuss how intelligent, autonomous incident management powers uptime, efficiency, and scale.

Visit our Knowledge 2026 event page to schedule a meeting and learn more about what we’ll be showcasing.

ServiceNow is where your teams work. BigPanda makes sure that what arrives there is intelligent, enriched, and actionable. That combination is what modern enterprise incident management looks like — and it’s available right now.

Explore the BigPanda for ServiceNow integration or get a demo to see it in action.