We performed a comparison between Splunk On-Call 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 most valuable feature of the solution is helpdesk escalation."
"VictorOps has been good enough for us and it's effective for our needs in case of an on-call escalation process."
"Transmogrifier and automatic solution report gives me a report with the solution and the way to solve issues when an error occurred."
"The alert calling feature is the best because notifications are delivered via phone messages."
"The flexible schedule is the most valuable feature. It was very easy to set out a rotation."
"The customer service is quite responsive. They are quick to answer your calls or emails."
"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 Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."
"The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."
"xMatters stood out to us during our research because of the versatility of its rotas, how we could set up various group rotas, different shift patterns, the ability to order devices and add personal devices etc. It's a much more flexible solution than ServiceNow, the in-house tool we also evaluated."
"xMatters is helpful for getting the right on-call resources. That is a key factor. It is also very user-friendly, and just a little documentation helps you to understand things such as how on-calls are configured, how groups are configured, and how users update their on-call devices."
"It helped change behavior across the organization to improve accountability."
"The feature that I have found to be most valuable is the entire alert notification configuration, having an external system to trigger events that will process the alert to the supporting team. If a system is down, then you need to get it attention. Sometimes, it cannot wait until the next day. Therefore, how xMatters provides this type of integration is critical."
"The third-party configuration tool could be easier to use."
"The solution can be improved by including a wider list of permissions."
"Should have more YouTube webinars."
"At that stage, all our needs are fulfilled, but at the beginning, we had some feature requests and they were deployed during their roadmap."
"There could be improvements with communicating an incident or alert."
"While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point."
"They could make the product more customizable."
"The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of."
"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."
"If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small."
"In terms of intuitiveness and flexibility of xMatters when it comes to customizing on-call schedules, rotations, and escalations, for me, as an IT professional, setting it up isn't that big of a deal, but I understand that some people struggle with it because when you get wrapped up into it. You can get lost. It's not super complex, but it's complicated enough to the point where you can say that you should have done it another way. The shift part can be confusing for some people. In that respect, one of the shortcomings my team has found is when we have to add another person, such as a new hire, to xMatters, we can't add them to a group within xMatters without having to put them on a shift. If we put them in a group, they have to be on-call. We can create their account, and then they're just out there in limbo until their team says, "You have to be on this shift." One piece of feedback for xMatters is to figure out how to have manageable groups so that they're contactable from xMatters. They do not necessarily have to be on a shift right from the start or at all for that matter."
"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 a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."
Splunk On-Call is ranked 8th in IT Alerting and Incident Management with 10 reviews while xMatters is ranked 7th in IT Alerting and Incident Management with 31 reviews. Splunk On-Call is rated 8.6, while xMatters is rated 8.8. The top reviewer of Splunk On-Call writes "Allows us to create flexible schedules for on-call rotations". On the other hand, the top reviewer of xMatters writes "A versatile solution with excellent logging capabilities that reduced our time to resolve ". Splunk On-Call is most compared with PagerDuty Operations Cloud, Opsgenie, New Relic, Everbridge IT Alerting and ServiceNow, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow and Everbridge IT Alerting. See our Splunk On-Call vs. xMatters report.
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