ServiceNow integration with BigPanda

Integrate BigPanda seamlessly and bidirectionally with ServiceNow’s Incident (Ticket), CMDB and Change Management modules.

Most enterprises use dozens of monitoring tools and systems, generating thousands of alerts on a daily basis. In the absence of effective event correlation, each of these alerts results in a new ServiceNow ticket. This means that a single incident can create stacks of redundant tickets. Many of these tickets lack critical contextual data. For service desk teams, managing these tickets, understanding what’s impacted and deciding who to escalate the tickets to can become very challenging and time consuming.

BigPanda maximizes your investment in ServiceNow ITSM

Many enterprises utilize ServiceNow as their primary platform to manage the service ticket lifecycle, IT component configuration, changes and releases. By aggregating data from all of these systems and applying intelligent alert correlation, BigPanda’s integration with ServiceNow allows customers to reduce the volume of their service tickets, as well as enrich those tickets with relevant environment attributes, probable root cause and information on environment changes that may be relevant. These enhancements result in increased efficiency within the IT Ops and Service Desk teams, shorter MTTR and reduced duration and frequency of service degradations and outages.

BigPanda integrates with ServiceNow in three areas:

Incidents

Incidents

Automate service ticket lifecycle

BigPanda automatically creates tickets in ServiceNow based on the high-level incidents in BigPanda. Our integration also allows you to reduce the number of overall ServiceNow tickets per incident, update ServiceNow incidents whenever the associated BigPanda events change, share detailed data with ServiceNow about the incident bi-directionally, in real-time and add customizations that allow data sharing.

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CMBD

CMDB

Enrich with IT configuration and topology data

ServiceNow’s CMDB keeps a record of the assets in your IT environment and their configuration data. This integration allows you to enrich alerts coming into BigPanda with information from your ServiceNow CMDB. BigPanda automatically detects enrichment schema and seamlessly creates and manages the enrichments. BigPanda also augments CMDB records with topology data from other sources, creating a more comprehensive view of dynamic environments.

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CMBD

Changes

Correlate incidents with changes

BigPanda’s ServiceNow Changes integration helps BigPanda consume the change records created and/or updated in ServiceNow’s change module. BigPanda’s Root Cause Changes capability analyzes this change data alongside monitoring alerts and topology data using machine learning to identify the change(s) that caused an incident or outage. The integration proactively notifies BigPanda of any new or updated changes in your ServiceNow Change Management system. It also syncs with maintenance window information, automatically suppressing alerts during these windows to reduce noise.

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For more information, please check out ServiceNow integration information in the BigPanda documentation center.

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