xMatters IT Management Review

Reduced the time it takes to resolve major incidents


What is our primary use case?

  • Major Incident Management
  • Hosting conference bridge calls.
  • Managing IT Support on-call schedules.

How has it helped my organization?

We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution. Instead of a service desk agent sending an email or manually calling multiple resources to join a bridge, xMatters directly calls the appropriate resources simultaneously. In addition to streamlining the conference bridge process, xMatters fully logs all notifications to show who was contacted, how they were notified (phone call, text message, email, and push), and if they responded. This helped change behavior across the organization to improve accountability.

What is most valuable?

Conference bridging and on-call schedule management. xMatters allows us to define scenarios that notify only the necessary people when we need to open a conference bridge.

What needs improvement?

Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution, so we can maintain event history and link it to Incidents.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

We have had a couple occasions where xMatters was not available, but these were short events. For business continuity, we backup all users and schedules to an Excel file weekly.

What do I think about the scalability of the solution?

No. We chose xMatters over other products because we felt it could grow with our organization. We have expanded its functionality, but there are still features we plan to use later, like geographic location-based notifications.

How is customer service and technical support?

Technical support is very responsive. We have needed assistance building forms and have always received prompt and knowledgeable responses from xMatters support.

Which solutions did we use previously?

We had no prior solution.

How was the initial setup?

Initial setup was fairly simple. The biggest challenge is that you need to define your process first, which is true of any tool (rules before tools). xMatters is a fairly open sandbox, so it can seem a little overwhelming until you start to dig into it. We started with a simple goal of hosting conference bridge calls through xMatters, then evolved it into targeted conference bridge scenarios based on the priority and system impacted.

What was our ROI?

You pay for the user, not the number of alerts. Therefore, xMatters provides a better ROI, if you can leverage it for notifications based on alerts from other monitoring tools.

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

xMatters is pricey, but you have to consider what a critical incident costs your organization. xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified it for our organization.

Which other solutions did I evaluate?

We evaluated HipLink, Everbridge, and PagerDuty.

xMatters had the best interface and the most functionality.

What other advice do I have?

Consider the functionality you are looking for based on your organization’s need. Also, consider the integration options with your ticketing system and other alerting systems your organization uses. 

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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