xMatters IT Management Review

​On-Demand technical support is excellent. Quick to respond and resolve any issue.​

What is our primary use case?

On-Demand IT Support group paging for critical incidents and paging from ServiceNow integration for incident management.

How has it helped my organization?

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. 

The two-way integration between ServiceNow and xMatters also allows us to assign tickets to support personnel faster and respond to incidents faster.

What is most valuable?

  1. ServiceNow integration for paging-related to incident management.
  2. Web and smartphone app interface for paging support groups for critical incidents.
  3. Web service integration for paging from legacy scripts.
  4. User interface for support group schedule management.

What needs improvement?

  1. Reporting could always be improved. Most of the data for events could be exported to csv files, but sometimes multiple csv files have to be combined to provide a full picture of multiple events for one issue.
  2. Integration assistance. While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java. If you are not a Java developer, it can be a daunting task to create an inbound or outbound integration yourself.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

In the two years that we have used the system, we did encounter a few minor short-lived stability issues with one of their web servers. They were resolved quickly.

What do I think about the scalability of the solution?

We have not noticed any scalability issues in the two years that we have used the system. We average 2000 voice and 35,000 SMS, with as many email deliveries per month.

How are customer service and technical support?

On-Demand technical support is excellent. They are quick to respond and resolve any issue.

Which solution did I use previously and why did I switch?

We used a legacy, half in-house written, half vendor supported on-premise solution. Our customer desired a cloud-hosted solution to take advantage of new technologies, integrations, and provide for DR stability during IT outages impacting on-premise infrastructure components.

How was the initial setup?

Vendor assisted implementation was included, so their presence in the implementation project made for a smoother implementation and migration from the legacy product.

The On-Demand product setup was a breeze. The ServiceNow integration installation and upgrades have been painful.

What's my experience with pricing, setup cost, and licensing?

This is our biggest issue: licensing. Our customer has only purchased a set number of full licensed users, and we are constantly running up against our license limit. To mitigate licensing concerns, we completely control at the admin level user additions and removals, and do a monthly cleanup process driven by security contractor removal reports. 

If the licensing were cheaper, our customer might buy more. However, I can’t imagine getting away from license management, unless the licenses suddenly became cheaper.

Which other solutions did I evaluate?

Our customer evaluated a few other products. I am not at liberty to reveal which ones, only that xMatters came in with the best presentation and demo to impress the customer.

What other advice do I have?

Include Professional Services in the contract for implementation to assist you through all the hurdles of things that you do not know about the product. Since this is a cloud-hosted On-Demand solution, they have to be involved anyhow. Having them there to assist during implementation takes the pressure off allowing you to focus on the migration from the legacy systems.

Which version of this solution are you currently using?

On-Demand Platform
**Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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