Smarter incident operations for Centene’s health platforms
Centene administers Medicaid, Medicare, and marketplace plans for 27 million members. BigPanda sits between ServiceNow and your observability stack, giving operations teams a correlated, business-aware incident view.
Centene’s members need incident response to match their scale
Centene administers Medicaid, Medicare, and Ambetter plans for more than 27 million members across all 50 states. When incidents span member portals, claims systems, and provider platforms, slow detection puts vulnerable populations at risk.
- Alert signals are fragmented across cloud, app, and ITSM tools.
- ServiceNow receives raw noise instead of correlated incidents.
- Manual correlation delays response across Medicaid and Medicare.
Gain a unified incident view across Centene’s health plan stack
Centene runs Medicaid, Medicare, and marketplace platforms across a hybrid Azure and WebSphere environment. BigPanda sits between ServiceNow and the observability layer, giving operations teams a single, correlated incident view without replacing existing systems.
- Automatically surface root cause before it reaches ServiceNow.
- Automatically enrich ServiceNow incidents with correlated alerts and change context.
- BigPanda L1 Agent automates triage so operations teams can focus on resolution.
How Centene can unify incident operations across Medicaid and Medicare platforms
Prevent incidents before they reach member services
BigPanda AI Incident Prevention evaluates every change across Centene’s Medicaid, Medicare, and marketplace platforms against historical incident patterns, flagging high-risk deployments before they reach production and protecting always-on member and provider services.
Give your ServiceNow team better signal quality
BigPanda AI Detection and Response sits between Centene’s observability stack and ServiceNow. It correlates raw events into prioritized, context-rich incidents before they reach ITSM teams, enabling operators to resolve incidents faster and with less manual triage.
Cut investigation time during major incidents
BigPanda AI Incident Assistant surfaces historical context, change correlation, and probable root cause automatically during major incidents, so operations teams spend less time on bridge calls and more time restoring member and provider services.
Trusted by enterprise IT teams
“BigPanda has helped significantly with deduplicating, correlating, and automating our process. We have a better understanding of what is impacted throughout the organization and how to fix it quickly. This impact has been huge because it has given time and resources back to the NOC.”
FAQ
How does BigPanda improve the quality of incidents reaching ServiceNow?
BigPanda sits upstream of ServiceNow, correlating raw alerts from across the observability stack into prioritized, context-rich incidents before they reach ITSM teams. Operations teams receive fewer tickets with a better signal, so ServiceNow becomes a resolution tool rather than a noise aggregator.
How quickly can BigPanda deliver value without a large multi-year commitment?
BigPanda is designed for phased adoption. A focused proof of value on a defined domain, such as member portal availability or claims platform monitoring, can demonstrate measurable noise reduction and MTTR improvement within weeks, without requiring a full-stack transformation before value is realized.
How does BigPanda support incident management across a complex, multi-program health enterprise?
The BigPanda IT Knowledge Graph builds a live, service-aware model of Centene’s environment from existing observability and ITSM data, correlating signals into incidents mapped to Medicaid, Medicare, and marketplace programs. Operations teams get a unified incident view across all lines without changing the tools already in place.
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