Reduce MTTR with BigPanda Similar Incidents
There’s wisdom in past experiences — if you can access it. During live incidents, teams often look for parallels to past situations in their investigation process.
- Have we experienced a similar incident in the past?
- How did we resolve it?
Finding the answers is a time-consuming and manual process. You first have to identify similar incidents, then review historical data for insights and details on how previous teams resolved them. There’s no time to waste when SLAs are at stake. Yet that’s how many operators spend their time. In fact, waiting for information from other teams or tools consumes 25% to 50% of the total mean time to resolution (MTTR), according to research from Enterprise Management Associates.
A new element of the BigPanda Advanced Insight module, Similar Incidents reduces the challenges of accessing historical data for similar or recurring incidents. Similar Incidents empowers operators to identify remediation steps using comprehensive insights from historical incidents, streamlining triage and supporting faster, collaborative, and efficient IT operations.
Similar Incidents surfaces the previous incidents that are most statistically similar to the active issue. Using historical data about how past teams resolved similar cases, operators can reduce MTTR by avoiding duplicative manual investigation and moving directly ahead with resolution steps.
Identify impact and root cause faster
Similar Incidents accelerates incident analysis by auto-populating historical context to provide comprehensive insight into full-stack legacy data that aligns with ongoing incidents. In a practical scenario, operators can view key details at a glance, including classification, priority, duration, assignments, runbook, service impact, and closure codes of the comparable incident.
Make every team member an expert
Give every team member full visibility into the incident context to facilitate collaboration and triage without needing long, contentious bridge calls or tedious manual searches. Similar Incidents creates a sharable summary that identifies recommended paths for prioritization, stakeholder assignments, and remediation actions.
Develop proactive operations
Avoid surprises and take proactive measures by giving operators foresight into the potential for escalation. For example, an operator may initially dismiss a P4 incident as a low-priority task, unaware of its potential to escalate to critical status or cause an outage. Similar Incidents gives operators an advantage by automatically identifying whether a statistically comparable past incident quickly escalated to a P1. With this history, they can prioritize the issue, preventing further escalation. The current team can avoid challenges that delayed predecessors, such as reassigning an incident multiple times due to uncertainty about who should handle the issue.
Reduce operator burnout
Simplifying triage with relevant historical data allows more time for value-added work and provides operators with confidence that they’re following proven steps. Reduce your MTTR with meaningful and readily accessible historical context to move faster, collaborate more effectively, and prevent escalations.
Similar Incidents, included in the Advanced Insight module, will be available to all customers within a few weeks.
Learn more about how BigPanda Similar Incidents and the Advanced Insight module deliver full context to your teams.
