My clients use BigPanda for various reasons.
BigPanda
BigPandaExternal reviews
6 reviews
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External reviews are not included in the AWS star rating for the product.
Experience boosts operational efficiency while requiring smoother setup and cost adjustments
What is our primary use case?
What is most valuable?
The best features of BigPanda are something that I appreciate most about the solution.
What needs improvement?
There is room for improvement for the BigPanda solution.
For how long have I used the solution?
I have been using BigPanda for an unspecified period.
What do I think about the scalability of the solution?
BigPanda is both a scalable and stable solution in my opinion.
How are customer service and support?
The technical support from BigPanda rates at 6 out of 10, where one is the worst and ten is the best technical support.
How would you rate customer service and support?
How was the initial setup?
The initial setup of BigPanda can be evaluated as either a straightforward process or a complex one.
What's my experience with pricing, setup cost, and licensing?
The pricing of BigPanda includes considerations for pricing, licensing, and setup costs of the solution.
What other advice do I have?
I am a customer and end user of the BigPanda solution. My role is CEO/co-founder at AI Ops Limited, and I can be reached at mike.van@aiops.co.uk.
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If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Efficient incident management through quick resolutions and seamless communication
What is our primary use case?
In my role, I receive incidents from ServiceNow, which then alert me through BigPanda. Once I am alerted, I receive notifications in Outlook to check the incident and its description, such as job failures or errors. I then add work notes in BigPanda and, if necessary, escalate the BigPanda incident to the L2 DB team or the shows team for further action. My main goal is to resolve issues quickly, typically within five to ten minutes, or escalate them to the appropriate level two or three team.
What is most valuable?
The feature I find most valuable in BigPanda is the capability to independently resolve incidents. After getting errors from Autosys, I document them in work notes. Receiving confirmation from the L2 team enables me to resolve incidents efficiently. This tool is particularly helpful during high volumes of incidents, such as during maintenance or release periods. Even during suppressions when other tools are unavailable, BigPanda provides alerts, enabling me to track incidents effectively, follow up, and resolve them promptly.
What needs improvement?
It would be beneficial for BigPanda to offer detailed error descriptions similar to what AppDynamics and ThousandEyes provide. Currently, I can only add notes and notify the L2 team, but having more precise error data in BigPanda would enable me to resolve issues more quickly and efficiently.
For how long have I used the solution?
I have been using BigPanda for around two years and three months.
What do I think about the stability of the solution?
I have not encountered issues like lagging or crashing with BigPanda. Despite handling high volumes of incidents, it remains efficient, facilitating easy task management and resolution.
How are customer service and support?
I have not contacted BigPanda's technical support before. I haven't experienced issues recently, as alert handling is primarily due to suppressions.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have used Splunk for managing alerts related to specific applications, and I am aware that Datadog offers similar functionalities. I also use other solutions like ThousandEyes for URL issues, which integrate with BigPanda to provide alerts.
How was the initial setup?
The initial setup was a bit challenging as I had to figure out how to create incidents, check alerts, update notes, and manage incident escalations across groups. However, with regular usage, I became familiar with it, especially during periods of high incident volume when BigPanda's functionality proved invaluable.
Which other solutions did I evaluate?
What other advice do I have?
I rate BigPanda nine out of ten. It is my second-favorite tool after Vista.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Alert enrichment and unified analytics optimize notification management and data analysis
What is our primary use case?
My actual work with BigPanda involved integrating it with Google Cloud Platform (GCP), PagerDuty, Datadog, and Splunk. My company uses GCP for data storage and system management. We manage alerts from these systems using BigPanda. The tool was configured to execute a sequence of actions when alerts are triggered, involving manual intervention to assign alerts to users and calculate SLA metrics such as Mean Time to Detect, Mean Time to Engage, Mean Time to Action, Mean Time to Escalate, and Mean Time to Resolve. Besides alert management, we used BigPanda for notification management related to maintenance deployments.
What is most valuable?
The alert enrichment feature is the most valuable feature I recommend for any organization using BigPanda. Additionally, unified analytics is another significant feature, especially for those interested in data analytics and statistics. Unified analytics in BigPanda allows users to create various dashboards using existing data. Despite some deprecated built-in dashboards from BigPanda over a year ago, my team successfully implemented our own dashboards utilizing unified analytics. Although there were integration issues, BigPanda extended support to meet our project deadlines.
What needs improvement?
The key feature that requires improvement is AI integration. If BigPanda could integrate AI, it would enhance the platform significantly by offering chatbot functionality within the BigPanda UI. This would help end users understand alert enrichment, configurations, alert noise, alert behavior, and alert statistics.
For how long have I used the solution?
I have been working with BigPanda for six months until it was deprecated from my production system. However, I have worked with BigPanda for a total of two years before it was removed.
What do I think about the stability of the solution?
The solutions were quite useful but not completely stable. I would rate the stability of the solution as eight out of ten. If they have improved their technical capabilities recently, they might have achieved higher stability.
What do I think about the scalability of the solution?
I rate the scalability of BigPanda as eight point five. There are pluses and minuses at some points, and the configuration and integration efforts contribute to this rating.
How are customer service and support?
The point of contact at BigPanda, a Technical Account Manager, was helpful, but was not deeply involved in technical resolutions. Unfortunately, they are no longer with BigPanda. If BigPanda can consistently provide such competent contacts, I would rate the support ten out of ten, otherwise, it is an eight out of ten.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Before using BigPanda, I did not use any other solutions for these use cases. Currently, I am using Datadog, which also has incident handling features similar to BigPanda.
What about the implementation team?
The initial configuration and setup were already done when I joined the organization, so I don't have firsthand experience with the implementation team.
What other advice do I have?
Overall, I rate BigPanda as a nine out of ten. This rating assumes that everything is up to date and working well; otherwise, it would be between eight to nine point five. I would suggest ensuring that the solution is regularly updated and monitored for effective performance.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Google
Automation and AI enhance incident management and resolution efficiency
What is our primary use case?
We use BigPanda as an event correlation tool. We use Dynatrace and various infrastructure monitoring tools, like Dynatrace, New Relic, and Splunk. BigPanda manages or aggregates all the events from these monitoring tools, providing event management and event correlation for mappings. We use BigPanda in conjunction with ServiceNow as an ITSM tool.
What is most valuable?
BigPanda collects the root cause of events, providing all past data and information in one place. This makes it easier to solve issues based on past incidents. BigPanda's automation uses enrichment mapping files, reducing wait times for incident response. The platform's AI analyzes alert sources and root causes, enhancing real-time incident management and enabling automated resolution.
What needs improvement?
We use enrichment mapping files, but editing these files can lead to errors if mistakes are made. It would be beneficial if BigPanda leveraged AI to solve critical issues related to editing and sending alerts based on enrichment mapping files. Also, the unified search functionality shows only seven days of past data, which could be enhanced to include 30 or 360 days.
For how long have I used the solution?
I have used it for three years.
What do I think about the stability of the solution?
I haven't experienced any major stability or performance issues with BigPanda. However, when handling critical traffic, the BigPanda site can slow down, which we manage with a load balancer.
What do I think about the scalability of the solution?
We manage a large environment with over 50,000 servers and various monitoring tools like Dynatrace, New Relic, Splunk, Nagios, and Datadog. BigPanda helps manage these effectively, though it can be tough.
How are customer service and support?
Earlier we faced a CrowdStrike issue, during which we collaborated with BigPanda technical support. Their collaboration was good, and I would rate them nine out of ten.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I used Netcool by IBM previously. We migrated to BigPanda because of its advanced features like root cause analysis and AI, which Netcool lacked. Netcool is not suitable for large environments.
How was the initial setup?
In my current organization, I have limited access to BigPanda with admin rights but not at the architectural level. I don't have any integration experience with BigPanda.
What was our ROI?
BigPanda saves time with its advanced features and manages large environments while requiring fewer resources compared to our previous tool, Netcool.
What's my experience with pricing, setup cost, and licensing?
The pricing for BigPanda is reasonable compared to other event management tools, given its advantages.
Which other solutions did I evaluate?
Currently, I have only knowledge of BigPanda and various monitoring tools.
What other advice do I have?
I would definitely recommend BigPanda for its time-saving features, root cause analysis, topology overview, and visual event representation capabilities. I rate BigPanda a nine out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Efficient incident management improves service reliability but reporting features need attention
What is our primary use case?
We usually use BigPanda as a ticketing tool for ticket management, incident and service request management, and root cause analysis.
What is most valuable?
BigPanda, being an AIOps platform, efficiently handles a bulk of incidents by using AI to process them as a single request, creating a solution or root cause for the customer. It reduces the homework for us by minimizing human intervention. The alert functionality provides immediate notification of red alerts, prompting required actions and informing customers of service impacts. BigPanda improves service reliability with instant resolution, increased uptime, and reduced mean time to resolution, thus enhancing service quality.
What needs improvement?
I am not sure if we can pull reports of bulk incidents in different formats like PDF, Excel, or CSV. This feature would allow us to extract monthly incident reports similar to ServiceNow.
For how long have I used the solution?
It's been two years since I started using BigPanda. I recently completed my certification on the BigPanda AIOps platform.
What do I think about the stability of the solution?
I haven't experienced any stability or performance issues with BigPanda.
What do I think about the scalability of the solution?
BigPanda facilitates better collaboration between IT teams by providing a shared view of incidents and requests, contributing to scalability and flexibility.
How are customer service and support?
For technical support, we have only had to address password resets and alert mismatching. We manage to debug these issues and find the root cause.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
Previously, we used SolarWinds for monitoring NvC alerts. Currently, all network alerts and other tasks are centralized in BigPanda, negating the need for separate tools.
What about the implementation team?
We have a separate team responsible for installing and maintaining BigPanda.
What was our ROI?
BigPanda offers significant time-saving, cost-saving, and resource-saving benefits. It centralizes multiple functions on a single platform, which streamlines operations and improves efficiency.
Which other solutions did I evaluate?
In my current role, I have experience with solutions like ServiceNow, BMC Remedy, Freshservice, and Zendesk. ServiceNow is one of the best for ticketing due to its concise workflows.
What other advice do I have?
For potential users, consider BigPanda for enhanced incident management, improved service reliability, and enhanced IT operations. A single screen with multiple modules simplifies monitoring. Based on my experience, I would rate BigPanda a six point five to seven out of ten due to limited access to reporting features compared to other tools. Overall, I would rate the solution seven out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Event management improvements reduce noise and support faster resolution although scheduling features need enhancements
What is our primary use case?
I use BigPanda primarily for operations teams, including network operations, system operations, and different operations teams for event management. We use it to monitor system alerts and create incidents based on those alerts.
What is most valuable?
The most valuable features of BigPanda include event deduplication, correlations, and enrichment, which reduce the noise in the environment. It can correlate multiple issues within a single device, create a single incident, and thus reduce noise and provide faster resolution. Furthermore, it offers out-of-the-box integrations with tools like ServiceNow and Teams, allowing auto-sharing on Teams channels. Updates made in Teams can be reflected back into BigPanda.
What needs improvement?
The planned maintenance feature in BigPanda needs enhancements due to its limited scheduling options. Also, there are certain bugs, such as incidents being created with blank alerts, that need to be resolved. The vendor is reportedly working on these issues.
For how long have I used the solution?
I have been working with BigPanda for over three years.
What was my experience with deployment of the solution?
I did not experience the initial deployment of BigPanda as it was already in place when I started using it. Configuring an existing product does not take much time, but the time required depends on the size of the environment and the number of integrations or environments you want to create.
What do I think about the stability of the solution?
I would rate the availability of BigPanda at nine because it's almost 99.99% available. However, due to some issues that require vendor intervention, I would rate the overall stability at eight.
What do I think about the scalability of the solution?
I rate the scalability of BigPanda at eight. It is pretty scalable.
How are customer service and support?
I would rate BigPanda's technical support an eight. They are generally fast with their responses, although there might be some delays when escalating to the next level.
How would you rate customer service and support?
Positive
How was the initial setup?
On a scale from one to ten, I would rate the ease of installation of BigPanda at around seven. Some complex aspects require coding, which can be challenging for those not proficient in it. However, creating integrations is easy, and vendor-managed upgrades relieve customers of that burden.
Which other solutions did I evaluate?
Having previously worked with xMatters (now Everbridge xMatters), I noted its workflow creation advantages over BigPanda.
What other advice do I have?
I highly recommend BigPanda as it significantly reduces organizational noise and streamlines the resolution process by providing a single console for monitoring and addressing issues. Overall, I would rate BigPanda as a seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Consolidating monitoring platforms into one console and enabling swift incident resolution
What is our primary use case?
I am currently working as a troubleshooting member. I receive incidents or alerts that automatically generate incidents through ServiceNow. As of now, I am just using it for alert analysis.
What is most valuable?
BigPanda simplifies the process by consolidating multiple monitoring platforms into a single console where I can view all issues. Its automation capabilities are impressive, as it creates and resolves incidents if alerts are resolved without much troubleshooting. This eliminates human effort. Additionally, its automation has significantly improved incident response times, reducing the process to within one minute.
What needs improvement?
BigPanda sometimes creates false incidents and workarounds, causing financial disturbances because we pay for each incident. These false incidents can lead the whole team to focus on them only to find out it was a glitch. A 'deep dive' analysis feature would be appreciated to give detailed insights such as CPU usage and disk space analysis. Improved accuracy in alert generation would also be beneficial.
For how long have I used the solution?
I have been working with BigPanda for more than two years.
What was my experience with deployment of the solution?
During the initial phase, BigPanda created some false incidents and showed incorrect data, such as indicating a server went offline years back. This caused confusion and required modifications to scripts to resolve these issues.
What do I think about the stability of the solution?
BigPanda is now stable. Initial issues concerning false alerts were fixed over time by modifying scripts after thorough analysis, making it reliable now.
What do I think about the scalability of the solution?
BigPanda is scalable. It handles large volumes of alerts without limitations and integrates multiple platforms seamlessly.
How are customer service and support?
I have not interacted with BigPanda's technical support team, so I am not aware of their service quality.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Previously, we used multiple monitoring platforms such as Dynatrace and SolarWinds, but BigPanda consolidates them into a single console.
How was the initial setup?
The initial setup took about a week to stabilize. We encountered challenges such as false incidents and incorrect data display, which required us to modify scripts for accuracy.
What about the implementation team?
There was a separate transformation team responsible for the implementation. I assisted with landing our servers but was not heavily involved in the overall implementation.
What other advice do I have?
I recommend BigPanda for making human effort less and ensuring faster incident resolution, which prevents SLA violations. Overall, I would rate BigPanda eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Offers comprehensive alert monitoring and a user-friendly interface but requires manual validation to provide accurate alerts
What is our primary use case?
We recently started using BigPanda for event and alert management. Our team, new to incident management, is still learning.
What is most valuable?
One of the most valuable features of BigPanda is its user-friendly interface.
What needs improvement?
BigPanda could improve by syncing its threshold settings with Dynatrace to align with users' familiarity. This would reduce manual effort in analyzing alerts. Automation is needed to distinguish real incidents from false alarms. Additionally, better synchronization with configuration management for server status updates is necessary. Currently, the system is evolving, requiring time to stabilize, given the newness of the tools and technologies being adopted.
For how long have I used the solution?
I have been using BigPanda for two months.
What do I think about the stability of the solution?
BigPanda is stable overall without significant breakdowns or bugs. However, there is a challenge in fully trusting its alerts and incidents, requiring manual validation. This could be due to the tool being new and users not fully realizing its intended potential yet.
What do I think about the scalability of the solution?
We have approximately 150 users of the solution at our company.
What other advice do I have?
For new users, I would advise using BigPanda for its comprehensive alert monitoring and integration with ServiceNow. Its mapping capabilities and user-friendly interface make it valuable for incident analysis and prioritization. As users become more familiar with the tool, its full potential will become apparent, enhancing efficiency and effectiveness over time.
It is easy for someone to learn to use BigPanda for the first time. We start with basic examples that everyone can understand, then provide verbal introductions followed by hands-on training over two weeks. We encourage making mistakes and asking questions to ensure understanding. It depends on the trainer's approach, but with proper guidance, anyone can learn effectively.
Overall, I would rate BigPanda as a five out of ten. For it to be a perfect ten, it would need to consistently provide accurate alerts without requiring manual validation. This means it should effectively suppress similar incidents, eliminating the need for constant monitoring. Once it reaches this level of reliability, BigPanda would be exceptional.
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