We performed a comparison between PagerDuty Operations Cloud and xMatters based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting."
"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."
"PagerDuty's notification process is the most valuable feature."
"PagerDuty is very stable and very reliable."
"The SMS pages and the mobile application are pretty much the top two features."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."
"Workflows and messaging are most valuable. Workflows are very useful. They are important for consolidating information or stopping duplication from happening. We put all the information into xMatters and then the workflow will push the same information in the correct format directly through to other applications that our end users frequently use, such as Slack, email, and Workplace."
"Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."
"Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."
"The most valuable feature is getting alerts out to my user base. xMatters is the only solution that I know that has robust scheduling, calendaring for groups, and that provides very good delineation of who gets alerted and on which devices they receive their alerts."
"We have not noticed any scalability issues in the two years that we have used the system."
"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."
"It helped change behavior across the organization to improve accountability."
"There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process."
"It cannot be integrated with our upgraded Jira system."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
"They could include incident merging and alert grouping features in the product."
"PagerDuty's webhooks need some improvement."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
"PagerDuty can improve the integration with Terraform."
"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."
"The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes."
"It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go"
"I would like to see some more user templates. There are roles — administrator, user, etc. — but it would be nice to create a user template that restricted what people assigned that role could do."
"A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what we needed, and we had to pay a lot more to get the throughput that we needed."
"An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information)."
"We would like to see the ability to support custom devices. We have a lot of users who use Slack, which is another tool for communication. xMatters currently does not support Slack as a communication method. It can't send events to Slack and respond to them."
"As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well."
PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. PagerDuty Operations Cloud is rated 8.8, while xMatters is rated 8.8. The top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". On the other hand, the top reviewer of xMatters writes "A versatile solution with excellent logging capabilities that reduced our time to resolve ". PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and BigPanda, whereas xMatters is most compared with Opsgenie, ServiceNow, Everbridge IT Alerting, OnSolve Platform for Critical Event Management and Splunk On-Call. See our PagerDuty Operations Cloud vs. xMatters report.
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