xMatters IT Management Review

Time-based escalation of notifications helps us resolve issues much more quickly


How has it helped my organization?

We no longer have to manage the notification process manually.

What is most valuable?

  • The ability to notify teams and monitor those notifications in real-time.
  • Time-based escalation of notifications helps us resolve issues much more quickly.

What needs improvement?

Some features that have been around a while could be refined or updated, in the same way other features of the product have been updated.

Beyond the typical grouping, xMatters has what is referred to as dynamic teams.  Dynamic teams are criteria for setting up and targeting a group of people that meet specific criteria. The good thing about this setup is that you do not have to specifically target a person, or add them to the team. If they meet the criteria that has been configured for that dynamic team, the user will automatically be added to that team, and receive the notification.

The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process. The attributes that create the criteria for dynamic teams can only be altered via the Web UI.  So, if you want to create a new dynamic team in a mature xMatters environment (one that is already populated with hundreds of users), and you want to add, say, 100 users to that dynamic team, you have to do it manually.

In contrast, if you want to alter a custom field, you can do so via import/export. But you can't have an unlimited number of custom fields, so in a large environment with a lot of teams, team provisioning becomes more difficult.

If custom attributes could be exposed to the import/export process, provisioning of these dynamic teams would be much easier.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

No issues with stability.

What do I think about the scalability of the solution?

No issues with scalability.

How is customer service and technical support?

Technical support at xMatters is very responsive and knowledgeable.

How was the initial setup?

There were some issues with user-adoption, but those have been mitigated over time.

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

Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features.

What other advice do I have?

Put together a comprehensive knowledge base to help your end-users get acclimated with xMatters.

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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