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BigPanda & Jira Service Management: Enterprise-wide visibility meets team-level autonomy

4 min read
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by Adam Blau | Oct 7, 2025

Business teams today move fast. Developers, site reliability engineers (SREs), and product owners expect to manage incidents, changes, and requests in a way that fits naturally into how they already work with tools like Jira and Confluence. Customers expect a seamless service experience powered by automation and AI. The result is a wave of teams adopting tools like Jira Service Management to get everything they need in one place without slowing down.

But here’s the catch: as more and more self-contained business teams take on responsibility for the availability of their own services and applications, central IT remains accountable for the health of the enterprise infrastructure and services that these teams depend on. When incidents strike, IT can lack visibility into how incidents span and impact dozens or hundreds of these self-contained teams. The result? Blind spots in visibility, slower incident response, and higher costs.

That’s precisely the problem we set out to solve with our new integration between BigPanda and Jira Service Management.

Where Teams and IT Intersect

Jira Service Management gives developers, IT operations, and support teams the autonomy to manage incidents, changes, and requests on a shared platform.

But no team is ever completely self-contained. Every application and service depends on shared infrastructure, networks, and enterprise systems managed by central IT. Central IT is expected to jump in and restore order when something breaks.

“The reality is that central IT often doesn’t have visibility into what’s happening across all those distributed teams,” says Russell Elsner, VP of Product Management of BigPanda. “They see symptoms without context, tickets without connections, and too often get pulled in late — after an issue has already disrupted users. That’s the gap we’re closing.”

BigPanda is the strategic AI detection and response layer that unifies fragmented data across teams, tools, and services — turning it into actionable intelligence. With this integration, that intelligence flows directly into Jira Service Management, where dev and ops teams can act on it together.

How the integration works

When incidents happen today, monitoring tools flood with alerts, multiple teams create their own tickets, and Jira Service Management fills up with noise. Business teams work on what they can see, but central IT struggles to connect the dots.

With BigPanda + Jira Service Management, customers can

  • Correlation and enrichment: BigPanda transforms noisy, fragmented alerts into a single, context-rich Jira Service Management ticket enriched with topology, CMDB, and change data.
  • AI-powered triage: Incidents are automatically categorized and prioritized by impact, giving L1 teams the confidence to act quickly and accurately.
  • Smarter collaboration: When central IT steps in, they see the same enriched Jira Service Management ticket as the business team — aligning everyone around a shared understanding.
  • Right team, first time: Routing logic ensures the right L2/L3 teams are engaged immediately, reducing reassignments and delays.

“Jira Service Management connects development, IT operations, and support teams on a single platform to resolve incidents faster and accelerate change velocity. By partnering with BigPanda, we’re further enhancing our ITOM capabilities for large enterprises with advanced event management, alert correlation, unified analytics, and more— giving teams enterprise-wide visibility and the intelligence they need to keep services reliable at scale.” - Vivek Iyer, Head of Product, IT Operations, Atlassian

Unify observability insights with end-to-end incident management workflows

This integration isn’t just about making Jira Service Management better. It’s about giving IT teams the visibility to identify and resolve incidents proactively before end-users detect issues and submit a ticket.

  • For business teams: Work natively in Jira Service Management with fewer noisy tickets and fewer escalations. Autonomy and speed are preserved.
  • For IT Operations: Gain unified, enterprise-wide visibility into incidents, dependencies, and impact — all from within Jira Service Management.
  • For the enterprise: MTTR drops, costs decrease, and service reliability improves. Issues are caught earlier, resolved faster, and prevented from rippling across the business.

What’s next

We’ll unveil this new integration at the Atlassian Team ‘25 Europe conference this October. You’ll be able to install the BigPanda integration directly from the Atlassian Marketplace starting in late October. Setup is quick, and once it’s live, both business teams and central IT can collaborate on the same enriched tickets immediately.

Want a closer look? Let’s set up a demo so we can walk through the integration, show real-world use cases, and answer your questions.

This announcement is just the beginning for BigPanda and Jira Service Management. Future releases will bring tighter integration with the ability to predict and prevent incidents and Atlassian Rovo. BigPanda and Jira Service Management will continue to help enterprises balance team autonomy with enterprise-wide reliability.