Autodesk reduces incidents by 69% and cuts MTTR by 85% with BigPanda AI correlation

Background

Autodesk's NOC operated across 25 monitoring tools with 100,000 monthly alerts and no automated correlation. Escalations to DevOps and SRE were frequent because tickets lacked the context needed for rapid assignment. The manual overhead of contextualizing and routing tickets was the primary driver of high MTTR.

What Was Implemented

• Deployed BigPanda's intelligence and automation platform across all 25 monitoring data sources
• Configured contextual data enrichment with custom tags (host name, domain, device function, business priority, responsible team, runbook links)
• Created Environment and Groups to organize incidents by functional area and team
• Implemented Smart Ticketing with Auto Sharing to integrate with ServiceNow and Slack
• Leveraged BigPanda Analytics to monitor operational trends and identify recurring infrastructure problem areas

Results

Autodesk achieved a 69% reduction in incidents and 85% improvement in MTTR , with operational efficiency gains that reclaimed NOC and SRE capacity for innovation work.

Lessons

• Enriching alerts with business context at the correlation layer—not just the ticketing layer—is the key step that enables accurate, fast assignment without manual input
• Integrating correlation output directly into ServiceNow and Slack eliminates the dual-tool bottleneck that adds latency to every incident
• NOCs with 25+ monitoring tools gain disproportionately from unification because each new tool was previously a separate triage step