We performed a comparison between ServiceNow and xMatters based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The look and feel is a valuable benefit for adoption."
"It's great to do statuses or to review tasks."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."
"Being able to split the week however we want is definitely most valuable. We can create shifts and also see other teams' schedules. It is a very easy search to do these things."
"We saw the value by being able to import everyone's schedule into one common central repository and have one tool for all the operational teams, or any team for that matter. It gave us the technology to find out who is on call. The incident management of xMatters' integration was another key aspect, where we could say, "You can configure this when a high ticket fires.""
"The most valuable features are the ability to have groups and then have an on-call rotation in the groups. Outlook lacks both these features. Outlook gives you the ability to contact an individual or groups, but you can't contact them based on an on-call rotation, and you can't have built-in timing escalations inside of that. xMatters gives you the ability to do that, which is important when you have 50 or so people in the team, but you only want to contact the person who is on-call. You don't create any unnecessary noise. xMatters allows you to page the right person who is on-call versus just creating excessive noise."
"It helped change behavior across the organization to improve accountability."
"It reduces the mean time to restore a service. Before, it would probably take an hour to get everybody settled down. With the integrations right now, if somebody flags a major incident, then everyone is on a call in the next 15 minutes."
"We're able to communicate better with specific groups or offices. We didn't have that capability or granularity before. It has helped in that regard."
"We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"In an upcoming release, there should be more administration tools."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"Performance could be improved."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"It's a little expensive compared to other tools."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"What I would like it to do is tell me anytime there is a P1 incident, except when the ticket is assigned to this team or when this word is in the summary, but there is no exclusion option. I have been complaining about this for a couple years. At one point, we created a ticket for this with the developers to review. I assume that once enough people complain about it, they will bump it up in priority to work on. However, if not enough people think it is an issue, then they prioritize their work and work on other features and functionality. However, this is something that has been challenging for us because we have needed to find ways to work around it or just deal with it. So, I would love to see an exclusion option."
"We have to create an Excel sheet for onboarding users and then upload it. But if an employee resigns, we don't have any checkpoints to validate whether the user is still active or not. We have to do that manually every week: Check who has left the organization, and do a cross-check, whether this person had any licenses or signed in to xMatters."
"We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."
"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."
"I would like some minor UI changes. I believe I filed some enhancement requests with xMatters. For example, in one area, they have some way for you to look at a particular functionality with different sets of reporting UI. However, that same reporting UI is not yet available with some other functionalities. Essentially, in their existing functionality, the xMatters application does an excellent job, but in other functionalities within their UI, they don't have that. On the back-end, they are related. Instead of one click where you can see everything, right now you need to go to different areas to access similar information. It would be nice to have everything in one place. While they have an excellent element A, I am hoping that they could just simply make that feature also available in their element B."
"Additional built-in integrations with other applications would be an area of improvement."
"I've asked for the ability to have tags on groups, and for dynamic lists, meaning the ability to pull data from another location and use it in xMatters dynamically. Right now, for example, if I have a form and want to populate a list, it's a manual process. I have to copy and paste the list items."
"They could make the product more customizable."
ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. ServiceNow is rated 8.4, while xMatters is rated 8.8. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of xMatters writes "A versatile solution with excellent logging capabilities that reduced our time to resolve ". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, Everbridge IT Alerting, OnSolve Platform for Critical Event Management and Splunk On-Call.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
