Level-0 Automation for IT incident management, powered by AIOps
Why Level-0 Automation matters to IT Ops
As the number of tools organizations adopt increases, IT environments becomes more complex and IT operations teams grapple with an ever-larger number of incidents and outages.
Time-consuming, error-prone and tedious – that is the reality of manual incident response workflows that IT Ops, NOC, DevOps and SRE teams face every day.
“BigPanda eliminated the silos that used to isolate our tools and processes. Correlating alerts from across the enterprise has reduced our ticket volume by 60%, so analysts can be proactive instead of always responding to incidents and problems, and they have cut MTTR by 40%.”
– George Bem, CTO and Director of Innovation, TIVIT
BigPanda’s Level-0 Automation accelerates incident response
BigPanda’s Level-0 Automation turns manual tasks into automated workflows, creating a seamless experience for IT operations teams.
With Level-0 automation, incident responders inside IT Ops and NOC teams can automate the very stressful and highly manual incident triage process. Teams can integrate BigPanda with different collaboration tools, automate ticket creation, send relevant notifications and create war rooms with the right teams. Automatic bi-directional syncing ensures that teams on either side always have access to the latest incident information and updates. BigPanda’s Level-0 automation also connects to Runbook Automation tools to run different workflow automations.
Together, these automations shave critical seconds and minutes off of incident response and gives time back to organizations, once spent on manual tasks.
The challenges with IT workflows today
Manual IT ticket creation
Without an automated process to create tickets, each must be manually created with all the relevant details copied in for context. By the time a manual ticket is created, they are potentially out of date. If the ticket is alerting IT Ops to an existing incident, critical time is wasted before the ticket is flagged. Furthermore, because teams across the enterprise have to manually route and map tickets, downtime increases – which can negatively impact the IT Ops team’s performance evaluations.
Manual incident notifications
Manual sharing of incidents with notification tools, email or SMS systems is both time-consuming and error prone. By the time a ticket has been created and the necessary teams have been notified of a critical incident, you can already have an outage. Additionally, without automation, real-time views of the incident and remediation effort are not visible, making it possible, if not probable, that teams are working on the same problem at the same time, with no knowledge of the others’ efforts.
Manual war room creation
When a critical incident is detected, or a major outage occurs, creating an “all hands-on deck” war room as soon as possible is critical. However, that process can be complex and slow. Who should be in the virtual war room? How do all team members know which channel to use? How is all critical operational data made visible to all war room participants?
Manual incident management workflows
The days of creating workflows manually are over. Organizations have hundreds of tools, which are all producing alerts, notifications and incidents. This high volume of noise, combined with the lack of context, makes it very difficult for organizations to trigger workflow automation on their own. Fragmented, manual workflows remain stubbornly resistant to automation, and mean time to repair (MTTR) suffers as a result.
Manual incident triage
IT incidents often lack critical business context which responders need to conduct triage, such as the business severity and priority of incidents, impact on customers and services, and routing information. Because of this, incident responders waste precious minutes manually grappling with spreadsheets, runbooks and other sources of tribal knowledge, and manually calculating business metrics and information so they can decide what to do next. This elongates the triage phase, and prolongs downtime and MTTR.
How BigPanda’s Level-0 Automation works
By leveraging BigPanda’s powerful REST API, organizations can easily integrate BigPanda with 3rd-party automation tools like Rundeck, StackStorm and Resolve Systems to run various workflow automations. BigPanda becomes the “source of truth” for enterprises, dramatically accelerating the incident management lifecycle and reducing MTTR.
Automated ticketing and notifications
BigPanda’s out-of-the-box integration with ticketing, chat and notification tools makes it easy to set up a series of automated actions when critical incidents are detected:
- Tickets are automatically created
- War rooms are set up, relevant incidents are shared, and team members are sent invites – all automatically
- Notifications are automatically routed to relevant DevOps/Level-3 teams so they can begin working on incidents upon detection
Updates inside BigPanda or other tools are automatically synchronized throughout the lifecycle of an incident. This gives every IT operations team member the same real-time view and context to accelerate resolution.
Automatic incident triage
BigPanda’s Automatic Incident Triage capability automates and shortens the very stressful and highly manual triage phase of the incident management lifecycle. It lets enterprises automatically calculate and incorporate business metrics and context into incidents, it allows IT Ops and NOC teams to rapidly handle a much higher volume of incidents than before, and it enables the sharing and triggering of workflows in other tools, and it helps route the right incidents to the right teams for faster resolution.
Building the business case for Level-0 Automation in IT Ops
To build a business case quantify the negative consequences of extensive manual effort across the entire lifecycle of an incident. Here are some questions enterprises commonly use to quantify the status quo:
- How many FTEs does the IT Operations teams have (across all the shifts, and across all global locations) focused on these tasks?
- What are their salaries and fully loaded costs?
- Calculating business metrics and context
- Triaging incidents “by hand”
- Creation of tickets
- Notifying teams
- Coordinating war rooms
- Creating workflows
- Time spent bringing teams together who do not need to be involved
- Gaps in workflow that leave an incident unanswered for minutes or hours
- Add together the value of the FTEs time and the time lost to manual activities (1 and 2)
- Revenue generating systems
- Point of sale (POS) systems
- Payment processing services
- SLAs that are violated
- What is the cost of each extra minute of MTTR that results from manual workflow?
So, what are you waiting for?