BigPanda for ServiceNow
Enterprise Event Intelligence and Incident Orchestration
Overview
The BigPanda for ServiceNow application integrates BigPanda’s event intelligence and incident automation platform directly into ServiceNow, enabling organizations to reduce alert noise, accelerate incident response, and improve service availability without disrupting existing ITSM and ITOM workflows.
BigPanda ingests high-volume events and alerts from monitoring, observability, and cloud platforms, applies correlation and enrichment, and pushes actionable, context-rich incidents into ServiceNow. The result is fewer tickets, faster triage, and clearer ownership across complex, distributed environments.
Key Capabilities
Intelligent Incident Creation
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Automatically create and update ServiceNow incidents from BigPanda alerts
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Consolidate thousands of related alerts into a single incident
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Prevent duplicate and redundant tickets
Bi-Directional Synchronization
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Incident state, assignment, and resolution updates flow between ServiceNow and BigPanda
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Ensures a single source of truth for responders and stakeholders
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Maintains auditability and operational consistency
Contextual Enrichment
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Populate incidents with:
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Impacted services and configuration items
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Alert metadata and correlation context
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Relevant tags and topology information
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Reduces time spent gathering information during triage
CMDB-Aware Correlation
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Leverages ServiceNow CMDB data to enhance correlation accuracy
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Aligns incidents to business services and infrastructure components
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Supports CSDM-aligned environments
How It Works
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BigPanda ingests events from monitoring and observability tools
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Events are correlated into incidents using BigPanda’s event intelligence engine
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The ServiceNow application creates or updates incidents with enriched context
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Incident lifecycle updates are synchronized between platforms
All ServiceNow workflows, approvals, SLAs, and reporting continue to operate natively.
Architecture & Security
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Uses ServiceNow-supported APIs and scoped application patterns
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Supports enterprise authentication models
Who This Is For
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Enterprises operating at scale with high alert volumes
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Organizations using ServiceNow ITSM
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Teams looking to reduce MTTR without adding operational complexity
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Environments transitioning to cloud, microservices, or hybrid infrastructure
Supported Use Cases
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Major Incident Management
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NOC and SRE Operations
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Service Reliability Engineering
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Cloud and Hybrid Infrastructure Monitoring
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Business Service Impact Management
- Bidirectional updates - A change in either BigPanda or ServiceNow will be updated within the other platform. Updates are polled every 30 seconds by default, resulting in a sync latency under 5 minutes.
- Definable incident resolution and reopening behavior - Specify if a BigPanda resolution event resolves a ServiceNow incident, and if a BigPanda reopen event will reopen a ServiceNow incident or create a new one. When reopening is enabled, a time window is provided to indicate when a resolved incident is recent enough to reopen.
- Share detailed data with ServiceNow - BigPanda adds incident details to incident and provides further enrichments that can be used to customize the record in ServiceNow.
- Provide customization options - You can share custom data, customize transformation of shared data and implement custom logic within the ServiceNow workflow.
- On-premise support - The ServiceNow Application now pulls updates from the cloud, simplifying integrations with ServiceNow servers residing on-premise.
- Change Management - Immediately notifies BigPanda of any new or updated changes in your ServiceNow Change Management
- CMDB Enrichment - Synchronizes your ServiceNow CMDB data into BigPanda, enriching your incoming BigPanda alerts
- App store release, no changes from v2.10.2 (developer portal lists prior release notes)
In order to use this app, you will need to have an account with BigPanda.