Benefits
- Relevant, real-time insights: Instantly validate incident impact, priority, and diagnosis. Enrich incident summaries and action recommendations with historical insights and operational context.
- Optimized operational efficiency: Reduce repetitive, manual triage work and boost L1 productivity. AI-generated incident summaries and suggested actions reduce duplicate work and minimize L2 escalations.
- Automated L1 response: Accelerate response with suggested or automated resolution actions—tailored to the context of each incident—even as that context evolves.
- Consistent, accurate response: Confidently navigate incident response with AI-powered execution of runbooks or knowledge base articles to improve first-contact resolution and equip L2 teams with context during escalation.
BigPanda AI response maximizes L1 team efficiency by automating workflows, accelerating triage, and minimizing L2 escalations. Its domain-specific AI agents provide targeted recommendations and remediation actions, reducing manual effort and streamlining end-to-end incident response.
- Comprehensively diagnose incidents BigPanda uses AI to enrich every incident with critical context from historical insights, change data, and internal and external observability data to diagnose issues and accurately validate the next steps when executing runbooks and knowledge base articles.
- Triage incidents with precision Instantly provide L1 teams with the full situational awareness they need to triage confidently. Comprehensive operational context, historical insights, and change data enable BigPanda to suppress low-impact alerts and surface only actionable incidents with clear impact and evidence-based diagnosis, including root cause analysis.
- Automate more, escalate less Eliminate manual guesswork and streamline incident response with AI that learns. Instantly act on response recommendations or automate remediation based on incident context, drawing from institutional and informal knowledge—even when undocumented. As the AI continuously learns from resolved incidents, it adapts in real time to reduce manual L1 intervention and minimize escalations.
Key AI response capabilities
- Impact and root cause assessment: Automatically categorize, prioritize, and diagnose incidents across complex environments. AI-generated summaries surface impact, context, and root cause—delivering enriched, actionable insights directly into chat and IT service management (ITSM) tools to accelerate awareness and response at scale.
- Agentic workflow automation: Enrich incidents with critical context from historical insights, change data, and observability sources. AI agents can execute runbooks and knowledge base articles to accelerate triage and response.
- Historical incidents: Identify historically similar incidents to surface relevant impact, priority, and assignment insights—so teams can skip redundant analysis and move straight to resolution.
- Root cause changes: Correlate incidents with change data to streamline triage and automate root cause identification across hybrid-cloud environments.
- Automatic assignment: Automatically surface contextual insights, such as past ownership and triage actions, to drive faster, more accurate incident routing.
- Suggested resolution: Improve first-contact resolution with minimal manual L1 intervention. AI-driven resolution recommendations leverage runbooks, knowledge base articles, historical data, and institutional and informal knowledge—even if it’s undocumented.
"Adding context to enrich alert data leads to more effective prioritization and results in faster problem resolution and fewer service disruptions."
Paul Bevan,
Research Director, IT Infrastructure
Bloor Research
Automated incident analysis
Suggested action
Suggested resolution
Challenge
Complex alerts from multiple tools are often inaccessible, hard to interpret, and missing the incident context needed to assess impact and priority.
L1 teams lack unified context across observability, change, topology, and CMDB data, forcing them to manually triage and diagnose incidents, which is slow and error-prone.
Outdated or incomplete documentation and limited historical insights create uncertainty about the best resolution path, delaying response and increasing escalations.
How BigPanda helps
Synthesize broad alert data into concise, AI-generated natural language incident summaries to assess incident impact and priority across hybrid environments.
Automatically categorize, prioritize, and diagnose incidents by surfacing actionable incidents enriched with impact, context, and root cause analysis.
Recommend or automate remediation actions based on institutional and informal knowledge, even if undocumented, such as chat transcripts or bridge calls.
Business value
Populate insights in both chat and ITSM tools to create a shareable, actionable description of impact and causality at scale.
Boost L1 team productivity and optimize workflows for fewer L2 escalations or more informed escalation hand-offs.
Remove guesswork and reliance on manual intervention for fast and accurate incident response.
Automated incident analysis
Challenge
Complex alerts from multiple tools are often inaccessible, hard to interpret, and missing the incident context needed to assess impact and priority.
How BigPanda helps
Synthesize broad alert data into concise, AI-generated natural language incident summaries to assess incident impact and priority across hybrid environments.
Business value
Populate insights in both chat and ITSM tools to create a shareable, actionable description of impact and causality at scale.
Suggested action
Challenge
L1 teams lack unified context across observability, change, topology, and CMDB data, forcing them to manually triage and diagnose incidents, which is slow and error-prone.
How BigPanda helps
Automatically categorize, prioritize, and diagnose incidents by surfacing actionable incidents enriched with impact, context, and root cause analysis.
Business value
Boost L1 team productivity and optimize workflows for fewer L2 escalations or more informed escalation hand-offs.
Suggested resolution
Challenge
Outdated or incomplete documentation and limited historical insights create uncertainty about the best resolution path, delaying response and increasing escalations.
How BigPanda helps
Recommend or automate remediation actions based on institutional and informal knowledge, even if undocumented, such as chat transcripts or bridge calls.
Business value
Remove guesswork and reliance on manual intervention for fast and accurate incident response.
"BigPanda has enabled us to get more real-time, relevant data around a specific incident. This has significantly reduced our MTTR."
Steve Liegl
Director of Infrastructure and Operations
WEC Energy Group
