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BigPanda Launches Automatic Incident Triage

New Capability Gives IT Ops Teams Business Context to Inform Incident Triage, Increase Availability of Applications and Services and Dramatically Reduce Incident Resolution Cycles

BigPanda announced the availability of Automatic Incident Triage, a new platform component that significantly reduces the manual toil associated with the triage phase of incident management.

Automatic Incident Triage reduces the “mean-time-to-resolve” (MTTR) for applications and services by enabling IT Ops and NOC teams to quickly triage incidents by reducing the steps required to fully understand the business context of an incident and assign it to the right response team within their desired collaboration platforms.

“Streamlining processes is a critical component of technology operations,” said Rob Scarmuzzi, Executive Director of Operations Technology at E*TRADE Financial. “Automating tasks, like consolidating events, equips us with the tools to manage our workflow efficiently and ultimately freeing up time to deploy manpower to areas that require attention. BigPanda’s Automatic Incident Triage enhancements put additional firepower behind these automated capabilities.”

Enterprises with complex hybrid IT infrastructures and organization structures face a growing number of challenges, including centralized and decentralized Ops teams, and hybrid environments with on-prem and cloud-based applications and tool sprawl, making it difficult to rapidly understand, investigate, remediate and resolve incidents.

According to Gartner, “organizations are struggling to reduce incident response times because of delays around manual incident routing and cross-team collaboration challenges with incident response.” Gartner goes on to state, “Depending on the organization, gathering the context of the incident often takes 15 to 30 minutes, which significantly impacts mean time to resolve (MTTR).”*

An inability to quickly gather business context in the incident triage phase delays incident response times, which negatively impacts service availability and reliability, creates user satisfaction issues, and drives up operational costs. BigPanda’s Automatic Incident Triage helps IT Ops and NOC teams solve this pain point, improve NOC productivity and reclaim high-value L3 and DevOps FTE hours.

“Time is one of the biggest enemies of IT Ops and NOC teams. Incident responders know all too well how long it takes to answer the ‘What next?’ question once they’re presented with an incident,” said Elik Eizenberg, Co-Founder and CTO at BigPanda. “Automatic Incident Triage turns what used to be a technical incident into a business incident automatically, helping incident responders rapidly triage and handle more incidents than before and quickly route critical incidents to the right teams for follow-up and resolution.”

With Automatic Incident Triage, BigPanda customers can:

- Automatically calculate and incorporate detailed business context into incidents, such as validated incident severity, impacted services, business priority and routing information using easy-to-create custom incident tags.

- Quickly and easily sort, filter, visualize and respond to the incidents, prioritizing those with either the most pressing validated incident severity or the number of impacted services.

- Bi-directionally sync custom incident tags with collaboration tools such as ServiceNow or Jira to deliver easier mapping of fields and trigger workflows within those tools.

Automatic Incident Triage allows Ops teams to handle higher volumes of actionable incidents themselves, without having to escalate as frequently. And when they do escalate, the additional business context makes it easy to prioritize and route incidents to the right teams for faster resolution.

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BigPanda Launches Automatic Incident Triage

New Capability Gives IT Ops Teams Business Context to Inform Incident Triage, Increase Availability of Applications and Services and Dramatically Reduce Incident Resolution Cycles

BigPanda announced the availability of Automatic Incident Triage, a new platform component that significantly reduces the manual toil associated with the triage phase of incident management.

Automatic Incident Triage reduces the “mean-time-to-resolve” (MTTR) for applications and services by enabling IT Ops and NOC teams to quickly triage incidents by reducing the steps required to fully understand the business context of an incident and assign it to the right response team within their desired collaboration platforms.

“Streamlining processes is a critical component of technology operations,” said Rob Scarmuzzi, Executive Director of Operations Technology at E*TRADE Financial. “Automating tasks, like consolidating events, equips us with the tools to manage our workflow efficiently and ultimately freeing up time to deploy manpower to areas that require attention. BigPanda’s Automatic Incident Triage enhancements put additional firepower behind these automated capabilities.”

Enterprises with complex hybrid IT infrastructures and organization structures face a growing number of challenges, including centralized and decentralized Ops teams, and hybrid environments with on-prem and cloud-based applications and tool sprawl, making it difficult to rapidly understand, investigate, remediate and resolve incidents.

According to Gartner, “organizations are struggling to reduce incident response times because of delays around manual incident routing and cross-team collaboration challenges with incident response.” Gartner goes on to state, “Depending on the organization, gathering the context of the incident often takes 15 to 30 minutes, which significantly impacts mean time to resolve (MTTR).”*

An inability to quickly gather business context in the incident triage phase delays incident response times, which negatively impacts service availability and reliability, creates user satisfaction issues, and drives up operational costs. BigPanda’s Automatic Incident Triage helps IT Ops and NOC teams solve this pain point, improve NOC productivity and reclaim high-value L3 and DevOps FTE hours.

“Time is one of the biggest enemies of IT Ops and NOC teams. Incident responders know all too well how long it takes to answer the ‘What next?’ question once they’re presented with an incident,” said Elik Eizenberg, Co-Founder and CTO at BigPanda. “Automatic Incident Triage turns what used to be a technical incident into a business incident automatically, helping incident responders rapidly triage and handle more incidents than before and quickly route critical incidents to the right teams for follow-up and resolution.”

With Automatic Incident Triage, BigPanda customers can:

- Automatically calculate and incorporate detailed business context into incidents, such as validated incident severity, impacted services, business priority and routing information using easy-to-create custom incident tags.

- Quickly and easily sort, filter, visualize and respond to the incidents, prioritizing those with either the most pressing validated incident severity or the number of impacted services.

- Bi-directionally sync custom incident tags with collaboration tools such as ServiceNow or Jira to deliver easier mapping of fields and trigger workflows within those tools.

Automatic Incident Triage allows Ops teams to handle higher volumes of actionable incidents themselves, without having to escalate as frequently. And when they do escalate, the additional business context makes it easy to prioritize and route incidents to the right teams for faster resolution.

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...