We performed a comparison between BMC Helix ITSM 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 ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"It provides a good user experience."
"Helix is stable."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Technical support has been fine."
"Our Change Management and Incident Management processes have been greatly improved."
"Made it very easy to implement our roster of people who receive alarms with the REST API."
"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."
"The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."
"It helped change behavior across the organization to improve accountability."
"It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes."
"The ability to have the rota and then configure notifications that you can directly fire them into the group is most valuable. The India shift is from 2:00 AM to 9:00 AM, and then it is the UK shift from 9:00 AM to 5:00 PM UK time, and then there is also a defined US shift and on-call hours. It allows us to make sure that everyone is going to get notified when they need to be about an issue. We can target specific locations or users with notifications."
"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 customer service is quite responsive. They are quick to answer your calls or emails."
"The interface is one major complaint about this product."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"It has created more layers of bureaucracy."
"I would also love to see consistency across all consoles."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"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."
"A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what we needed, and we had to pay a lot more to get the throughput that we needed."
"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."
"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."
"The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies."
"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."
"I would like to see some more user templates. There are roles — administrator, user, etc. — but it would be nice to create a user template that restricted what people assigned that role could do."
"We would like to see the integration between our ITSM solution and xMatters."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. BMC Helix ITSM is rated 8.0, while xMatters is rated 8.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of xMatters writes "Enabled us to meet our "lights out" goal and repurpose staff to do work of greater value". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, Everbridge IT Alerting and OnSolve Platform for Critical Event Management.
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