BigPanda has recently declared that it has established a strategic partnership with ServiceNow as an elite Build Partner, the highest tier in the ServiceNow Partner Ecosystem. This marks a significant step towards enhancing the IT operation within the enterprise. This partnership has resulted in BigPanda’s launch of a certified application to transform high-volume alerts into actionable and context-rich incidents within ServiceNow.
Currently, modern IT operations face the problem of dealing with high volumes of alerts, slow triage, and disparate data spread across different tools. This partnership helps solve these problems by effectively aggregating thousands of alerts into a single incident, reducing unnecessary work by filtering out duplicate and redundant data before they are created as tickets. This application automatically creates incidents within ServiceNow’s IT Service Management (ITSM) while enriching them with important information like topology, potential root cause analysis, and other relevant data from ServiceNow’s Discovery and ServiceNow’s Configuration Management Database (CMDB).
This partnership between BigPanda and ServiceNow has helped organizations reduce their alert noise by as much as 99%, create over 50% fewer incident tickets, and improve their mean time to resolution (MTTR) by as much as 30-50%.
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“As we use ServiceNow on a daily basis for incident, problem, and change management. Integrating BigPanda’s incident and change capabilities into ServiceNow has reduced manual ticket creation and improved correlation between Incidents and Change. Overall, the integration has been highly effective,” shared Ben Narramore, Director Global Operations and Service Management at Sony Interactive Entertainment.
The integration seamlessly aligns with existing ITSM investments and monitoring infrastructures, allowing enterprises to unlock value quickly without disrupting established workflows, regardless of their IT operations management (ITOM) maturity.
“Enterprises have made ServiceNow the system of record for IT operations, but many still struggle to operationalize the massive volume of signals flowing into it,” said Tom Melzl, Chief Revenue Officer at BigPanda. “This partnership is about helping customers get more from the ServiceNow investments. Whether an organization is early in its ITOM journey or operating a mature NOC, they can start seeing improvements in MTTR within weeks without needing to re-architect their existing environment.”
“Successful partnerships are built on a shared vision and a joint commitment to solving real business challenges,” said Alix Douglas, Group Vice President, Partner Solutions at ServiceNow. “BigPanda’s certified application for ServiceNow gives customers powerful new ways to cut through alert noise, accelerate incident resolution, and get more value from their ServiceNow investments. This collaboration is only the beginning of empowering IT organizations to operate faster and more reliably in today’s dynamic business environment.”