Overview
The knowledge needed to resolve major incidents is everywhere, from the ITSM data in ServiceNow to observability platforms, chat threads, and the organizational expertise of engineers who've seen it before. BigPanda AI Incident Assistant extends Now Assist by augmenting ServiceNow knowledge with cross-ecosystem context to automate major incident management workflows. Incident Management and SRE teams can ask BigPanda AI Agent, known as Biggy, to investigate, troubleshoot, recommend next steps, or generate post-incident reports, all without leaving ServiceNow.
Key Capabilities
Investigate incidents faster with historical and real-time context:
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Understand the breadth of an incident from detected anomalies and impacted services across the entire IT ecosystem.
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Surface the most relevant insights and signals as the incident evolves, driven by AI agents that swarm observability tools.
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Learn from every incident, from knowledge and context from past incidents, including undocumented fixes.
Confidently resolve incidents the first time:
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Act faster with AI-driven remediation actions grounded in cross-domain knowledge and context.
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Reduce second-guessing with resolution actions that include expected outcomes, dependencies, and impact assessments for a confident response.
Automate manual incident management tasks
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Spend more time on resolution, not logistics, by automatically starting incident channels and transcribing bridge calls.
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Reclaim hours of post-incident paperwork with executive summaries, post-incident reports, and customer facing RCA’s generated with a single prompt.
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Pull real-time on-call schedules and contacts to identify the exact right team.
How It Works
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BigPanda builds a bespoke IT Knowledge Graph to pull in telemetry data, institutional knowledge, and collaboration transcripts from your entire IT ecosystem.
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Now Assist references that information, alongside ServiceNow ITSM knowledge, to deliver investigation and resolution insights.
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Within the Now Assist chat interface, users ask Biggy for assistance with troubleshooting and resolution steps for an ongoing incident.
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Within the Now Assist chat interface, users ask Biggy to create a major incident to create a channel and a bridge call.
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For post-incident analysis or general Q&A, users can ask Biggy in Now Assist using natural language.
Who This Is For
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Organizations using Now Assist with ServiceNow ITSM and/or ITOM and BigPanda Incident Assistant.
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Major incident management teams that require unified, cross-domain context, including undocumented knowledge, to troubleshoot and coordinate major incidents.
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L2, L3, and SRE teams that need AI assistance to turbocharge major incident investigations.
Key features
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Major incident coordination: Automatically start incident channels in Slack or Teams, create bridge calls, identify on-call teams, and create incident status updates and communications.
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Real-time troubleshooting: Automatically gather relevant insights about an incident by combining ITSM knowledge with additional cross-ecosystem context. Teams get an instant, unified view of what's happening and why.
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Observability agent team: AI agents that retrieve and analyze signals from observability tools to provide insights based on the evolving context of an incident.
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Suggested resolution: Recommend remediation steps based on past incidents, knowledge base articles, SOPs, and real-time chat conversations alongside documented operational procedures.
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Real-time sync: All incident information is dynamically updated in real-time as teams take action and reflected across Now Assist, Slack/Teams, and BigPanda.
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Post-incident reporting: Automatically generate executive summaries, after-action reviews (AAR), post-mortems, and more.
About BigPanda
BigPanda delivers agentic automation for ITOps. We enable enterprises to keep the digital world running by transforming manual and reactive human processes into intelligent, autonomous systems that detect, respond, and prevent IT incidents at machine speed. That’s why the world’s most trusted brands rely on BigPanda to improve operational efficiency and deliver exceptional service reliability to their customers. Visit www.bigpanda.io for more information.
Now Assist AI Agent Integration for BigPanda Biggy Assist connects ServiceNow's Now Assist panel directly to BigPanda's Biggy AI, bringing IT operations intelligence into the native ServiceNow experience without leaving the platform.
Biggy AI Agent — Conversational IT Ops Q&A Invoked automatically when a user types "Biggy" in the Now Assist panel, the Biggy Agent passes queries to BigPanda and returns responses in real time. Biggy specializes in incident troubleshooting, ITSM record analysis, observability investigation, post-incident artifact generation, and on-call information lookups.
Major Incident Management (MIM) Agent A dedicated Now Assist AI Agent that triggers BigPanda's Major Incident Management execution workflow for P1/critical incidents. Automatically coordinates cross-team communication channels (Slack/Teams), bridge call setup, and real-time monitoring dashboards — all initiated from a single Now Assist prompt.
Conversation Logging Every interaction with Biggy is captured in the Conversation Log table, including the user prompt, final prompt sent to Biggy, Biggy's response, thread ID, request duration, and any error messages.
Context-Aware Record Passing When Biggy is invoked from a record context (e.g., an Incident form), the app automatically passes relevant field values to Biggy based on a configurable JSON mapping. Incident fields like caller, priority, assignment group, and description are included by default, enabling richer, more accurate AI responses without manual copy-paste.
Guided Setup An in-platform Guided Setup walks administrators through initial configuration, including connector setup, system property configuration, and MIM template mapping.
Version 1.0.0 — April 2026
Initial Release
This is the first generally available release of Biggy Assist for ServiceNow.
- Introduced the Biggy Agent Now Assist AI Agent for conversational IT operations Q&A via BigPanda's Biggy AI
- Introduced the Biggy Major Incident Management (MIM) Agent for automated MIM workflow initiation from the Now Assist panel
- Introduced the Biggy Assist Connector table for centralized API credential and endpoint management
- Introduced the Conversation Log table with configurable retention, full prompt/response capture, and thread tracking
- Added several Flow Designer Subflows and Custom Flow Designer Actions, including Send Message, Query, Query Results, and Execute MIM
- Added configurable record field passing to inject ITSM record context into Biggy prompts
- Added Guided Setup for administrator onboarding
ServiceNow Platform
- Now Assist for IT Service Management (ITSM) — minimum version 12.0.6 (required)
- Now Assist AI Agents — minimum version 6.0.23 (required)
BigPanda Requirements
- Active BigPanda subscription with Biggy AI enabled
- BigPanda API credentials (API Token) with access to the Query and MIM Execution endpoints
- (Optional) MIM Template ID and MIM Communication Entity ID (required only if using the MIM Agent feature)