AIOps-powered Level-0 Automation

What is Level-0 Automation?

One of the biggest challenges for enterprise IT Ops, NOC, DevOps and SRE teams is identifying the root cause of an outage or poorly-performing application or service.

That’s because low-level hardware and infrastructure issues that caused outages in the past are no longer a problem. Complication application architectures, databases, cloud, complex dependencies and users are often the culprit now. Modern IT environments also experience thousands of changes every week, and each such change has the potential to cause an unintended outage or disruption.

Without Root Cause Analysis (RCA) techniques built for modern IT, teams must go on a scavenger hunt, manually and slowly sifting through hundreds of thousands of IT alerts and thousands of changes to triangulate on the root cause.

Level 0 Automation

Accelerating incident response without a human touch

BigPanda’s Level-0 Automation accelerates incident response
BigPanda’s Level-0 Automation automates different aspects of incident response to create a seamless experience for operations teams charged with outage and incident resolution.

With Level-0 automation, teams can integrate BigPanda with different collaboration tools and automate ticket creation, automate the sending of relevant notifications, and automate the creation of war rooms. 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 provides organizations with the ability to connect to 3rd-party Runbook Automation tools to run different workflow automations.

Together, these automations shave critical seconds and minutes off of incident response, and help organizations and their IT Operations teams rapidly resolve incidents and outages.

Why automating incident response is critical for IT Operations

Here are some of the barriers to automating incident response:

Manual ticket creation

Manual ticket creation is both time-consuming and error prone. Further, this de-couples the IT service management ticket from the underlying monitoring alerts, which means that the ticket will become stale quickly, as the monitoring status of alerts changes.

Manual incident notifications

Manual sharing of incidents with notification tools, email or SMS systems is both time-consuming and error prone. Further, this de-couples those notifications from the underlying monitoring alerts, which means that the notification will become stale quickly, as the monitoring status of alerts changes.

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. How does one know who to invite to the war room? How does one make sure all team members are aware of which channel to use? How does one make sure all critical operational data is visible to all war-room participants?

Manual incident management workflows

Monitoring alerts come from dozens of tools, are very noisy and often lack important context – making it very difficult for organizations to trigger workflow automation using those alerts. Fragmented, manual workflows remain stubbornly resistant to automation, and mean time to repair suffers as a result.

Find out how BigPanda reduces the pain of ticket creation with Level-0 Automation.

How BigPanda’s Level-0 Automation works

Workflow automation condenses the incident management lifecycle, making MTTR shorter

By leveraging BigPanda’s easy-to-use, yet powerful REST API, organizations can easily integrate BigPanda with 3rd-party automation tools such as Rundeck, StackStorm, Resolve Systems to run various workflow automations. BigPanda becomes the highest-quality, “source of truth” for workflow automation that makes each stage of the incident management lifecycle shorter, and reduces mean time to repair.

These automations shave critical seconds or minutes off the incident management lifecycle and reduce mean time to repair.

Out-of-the-box integrations with ticketing, chat and notifications tools

BigPanda’s out-of-the-box integration with ticketing (ServiceNow, JIRA, BMC Remedy), chat (Slack, Microsoft Teams) and notification tools (PagerDuty, OpsGenie) makes it easy to set up a series of automated actions when critical incidents are detected:

  • Tickets are automatically created
  • War rooms are automatically created
  • Responsible team members are automatically invited to relevant war rooms
  • Notifications are automatically sent to relevant developer ops, site reliability engineering or Level 2/Level 3 teams as updates happen

Up-to-date incident status with bi-directional sync

With bi-directional syncing, once incident details are shared with other tools, future updates – inside BigPanda or other tools – are automatically shared and sync-ed on both sides.

BigPanda can then distribute critical data through collaboration tools to other relevant teams, giving everyone working on an incident the same real-time view and context to accelerate resolution.

Building a business case for BigPanda Level-0 Automation

To build a business case for Level-0 Automation, quantify the negative impact of extensive manual effort across the entire lifecycle of an incident:

How many full time equivalents do the IT Operations teams have (across all the shifts, and across all global locations)? What are their salaries and fully loaded costs? This helps one understand the value of each minute they spend on their IT Operations alerts, incidents and outages.
If you are not able to automatically share incidents as tickets, notifications or within war rooms, and must do it in manual, time-consuming ways, how much time are you losing? For every minute of downtime, how many revenue dollars are lost? For example, on critical business systems that might suffer downtime, revenue generating systems that are not generating revenue, Point of Sale systems that are down, Payment Processing services that can’t process payments, SLAs that are violated and then result in SLA penalties.
What other manual steps across the incident management lifecycle is your team having to do? What is the cumulative cost of each man-minute spent on those steps/workflows? Because of those manual workflows, how is MTTR getting affected? And what is the cost of each extra minute of MTTR that results from a workflow being manual?
Are there other risks with a highly manual incident response workflow? Time spent bringing teams together who do not need to be involved? Gaps in the workflow that leave an incident unanswered for minutes or hours?

So, what are you waiting for?