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L1 Agent

BigPanda L1 Agent replaces manual L1 operations with an autonomous AI agent that triages, routes, and escalates incidents without human intervention. L1 Agent builds on AI Detection and Response (ADR) to move beyond assisted decision-making into fully automated L1 workflows, helping your team reduce operational costs and accelerate incident response around the clock.

The L1 Agent automates routine tasks such as ticket assignment, prioritization, suppression, and escalation. For complex incidents that require human expertise, L1 Agent gathers context and prepares a structured escalation package so your L2 engineers can start working immediately.

The L1 Agent delivers results directly into the tools your teams already use, including ServiceNow and Jira, so your team benefits from AI-driven automation without changing existing workflows.

Key features

  • End-to-end L1 automation - Route, prioritize, suppress, escalate, and resolve routine incidents without human intervention.

  • Context-rich L2 escalation - For complex incidents, deliver structured escalation packages with summaries, root cause hints, and recommended next steps.

  • ITSM integration - Push AI-enriched summaries, assignments, and escalation packages directly into ServiceNow and Jira.

  • Runbook automation - Execute existing runbooks in your environment to collect context and, with your approval, take remediation actions.

  • Continuous learning - Improve over time by ingesting data from your incidents, alerts, ITSM records, knowledge bases, and runbooks.

Use cases

L1 Agent addresses two primary scenarios: fully automating L1 operations and augmenting L2 engineers with context-rich escalation packages.

Full L1 Automation

L1 Agent can replace the L1 operator end-to-end for routine incidents:

  • Ticket assignment - Route incidents to the correct resolution team based on incident data and historical patterns.

  • Prioritization - Set priority based on business impact, affected services, and operational context.

  • Suppression and noise reduction - Snooze noisy incidents and merge duplicates to reduce alert fatigue.

  • Escalation - Escalate to L2 when deeper investigation is needed, with full context attached.

  • Auto-resolution - Close incidents that match known resolution patterns from past learnings.

L2 Augmentation

For incidents that require human expertise, L1 Agent prepares your L2 engineers with everything they need:

  • Gather context - Collect alerts, recent changes, and service dependencies relevant to the incident.

  • Generate summary - Create a concise incident summary with root cause hints and recommended next steps.

  • Deliver escalation package - Provide a structured package directly in ServiceNow or Jira so your L2 team can begin investigation immediately.

Agentic context and action

The L1 Agent operates across four pillars to deliver autonomous incident management.

Learning

L1 Agent ingests data from BigPanda incidents, alerts, and your IT Service Management (ITSM) tools such as ServiceNow and Jira. It leverages the BigPanda IT Knowledge Graph, which combines data from monitoring tools, ITSM records, knowledge base articles, runbooks, change history, and topology sources to build a comprehensive understanding of your environment.

Decision-making

L1 Agent evaluates each incident and determines the appropriate action. Today, this includes automatic ticket routing to the right team. Upcoming capabilities include suppression, prioritization, escalation logic, and auto-resolution.

Integrating

L1 Agent integrates with the Incident Feed view, ServiceNow, and Jira. It delivers AI-enriched incident summaries, assignment decisions, and escalation packages directly into your ITSM environment.

Taking action

L1 Agent executes actions through two runbook automation modes:

  • Context collection - The agent ingests your existing runbooks, breaks them into executable steps, runs them in your environment, and feeds the results back into its reasoning to make better decisions.

  • Remediation actions - With your approval, the agent can take corrective actions such as restarting services, clearing queues, or applying known fixes. Remediation actions require explicit approval workflows.

The L1 Agent and ADR Products

The ADR and L1 Agent products build together to further accelerate first-response. ADR 's AI triage helps your L1 team work faster and more consistently by providing AI-driven detection and triage insights. The L1 Agent takes the next step by removing action items from L1 workloads entirely. Organizations that leverage both products will see impact multiply.

ADR Product: AI Triage & rich context

  • AI incident analysis (AIA)

  • Incident correlation

  • Service desk observability

  • Historical and similar incidents

  • External observability

  • Root cause changes

L1 Agent Product: Automated actions

  • Automatic ticket routing

  • Runbook automation

  • (Coming Soon) Automatic prioritization

  • (Coming soon) Escalation logic

  • (Coming soon) Suppression and noise reduction

  • (Coming soon) Auto-resolution

Deep ServiceNow Partnership

For organizations that operate primarily in ServiceNow, L1 Agent pushes results directly into ServiceNow:

  • AI-enriched incident summaries on tickets

  • Agent-driven assignment, prioritization, and escalation reflected in ServiceNow fields

  • Structured escalation packages visible to L2 teams without leaving ServiceNow

L1 Agent also supports incident correlation in ServiceNow by creating a parent case ticket for correlated incidents and linking related tickets as children. When the root cause is resolved, closing the case closes all child tickets, giving your team cross-team visibility without changing existing workflows.

Security

L1 Agent follows the same security controls for data handling and protection as the BigPanda platform. BigPanda uses industry-standard security technologies and procedures to protect your data from unauthorized access, use, or disclosure at every stage.

See the Generative AI Customer Trust document from the BigPanda Trust Center for more information.

Next Steps

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