Introduction to BigPanda AI Incident Assistant
BigPanda AI Incident Assistant, also known as Biggy, brings you AI-powered incident management by uncovering hidden data, transforming it into insights, and delivering it in natural language. Biggy accelerates incident investigation by combing through infrastructure data and knowledge to surface highly relevant insights that help the team make smarter decisions, improve productivity, and scale incident management.
Biggy provides insights and automated workflows that allow you to investigate active incidents faster while identifying gaps that will harden the infrastructure from future issues.
Biggy unifies all teams involved in incident response and the data those teams require to conduct an investigation. By combining observability data, service history, and institutional knowledge, Biggy surfaces hidden context and gives you situational awareness on incidents, including:
Incident impact, priority, assignment, and other common troubleshooting questions
Self-service access to past incidents, resolutions, and team engagements
Suggested remediation steps and potential root cause
Biggy is available for Slack or Microsoft Teams so you can ask questions right where you work and receive answers in easy-to-understand language.
Use Cases
You can engage with Biggy to ask questions about the incident at hand and help prevent future or recurring issues. Biggy has access to your normalized, enriched BigPanda incidents, so it can answer questions about issues at any stage of an incident: from event data, to closure, to infrastructure hardening.
You can use Biggy to:
Ask questions using natural language - Ask Biggy a question about a current incident while you work in Slack or Teams.
Create incident channels - Create a channel to discuss an active incident and collaborate on resolution. Biggy will watch the channel and update a pinned message detailing the incident summary and status.
Troubleshoot an active incident - Biggy leverages all of your ITSM data, ITOps incident communications, runbooks, and SOPs to help provide insight into how you can triage and resolve the current incident.
Determine priority, impact, and teams involved - With Biggy, you can use operational data from active monitoring tools and historical incident data to understand the impact of the current incident, and who may need to be engaged to resolve it.
Identify and notify on-call teams - Use Biggy to quickly find and notify who is currently on call to handle an incident.
Investigate and find resolution steps - Get a list of diagnostic or resolution steps based on historical incidents, SOPs, knowledge bases, and other resources Biggy can access.
Generate summaries and reports - Use Biggy to create high-level post-incident executive summaries to present to leadership, or detailed incident post-mortem analyses and prevention strategies.
See the Manage Incidents with BigPanda Biggy documentation for more information about using Biggy to troubleshoot incidents.
How it Works
Biggy receives information from your knowledge base connectors, such as ServiceNow, Jira, Confluence, or Zendesk. The information from these sources is passed into our indexing pipeline, where it is organized into categories to optimize data retrieval for each source. This information is then stored in the BigPanda Unified Data Fabric.
Sending data
There are a variety of ways you can send your data to Biggy. Contact your account team for more information.
Within Biggy configuration, you can set up action plans that tell Biggy the types of tasks that it can perform. Action plans can be enabled or disabled, and configured to fit your organization's needs using prompt addendums and templates.
When you ask Biggy a question or to perform a task in your chat application Biggy determines which action plan to use, and then retrieves information from the BigPanda Unified Data Fabric. This information is sent to our Large Language Model (LLM), which processes the data and sends an answer back via the chat application.
As you continue to work with Biggy it remembers previous conversations and context. As Biggy learns more about your incident management data and process, it will become smarter over time.
Configure Biggy
Biggy can be used in either Slack or Microsoft Teams chat applications. After an administrator has configured it in your workplace, you can easily add the application to any channel.
Admins can set up data ingest, integrate with various ITSM, on-call, collaboration, and service catalog tools, and configure action plans to determine how Biggy interacts with users.
Biggy Web App
The Biggy Web App allows you to easily configure Biggy and view deep insights via reports.
Admins can use this page to view reports, integrate with various ITSM, on-call, collaboration, and service catalog tools, and configure action plans to determine how Biggy interacts with users.
For more information, see the Biggy Web App documentation.
Security
Biggy follows the same Security controls for data handling and customer data protection as the BigPanda platform as a whole.
BigPanda leverages various industry-standard security technologies and procedures to protect your data from unauthorized access, use, or disclosure at all lifecycle stages. This ensures that your data is secure at all times, whether being transmitted, stored, or processed.
See the Generative AI Customer Trust document from the BigPanda Trust Center for more information.
Next Steps
Find steps to Use the Biggy Web App
Learn how operators can Manage Incidents with Biggy.