Most Helpful Review
Streamlines the notification process and auto-generation of incident tickets has saved us a lot of time
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Valuable features include having the Calendar built in. That allows for on-call rotation to be set once and left alone. Also, Slack Integration enables us to have all the information from an incident and discussions documented through Slack, without input.
Email Ingestion - Having the ability for ticket generation to auto-generate an incident through Everbridge has saved my team hundreds of man-hours it would have taken to manually create them.
The email integration, the ability to launch from other programs using email triggers, was the primary reason we got the solution and it's been really helpful
The system has a lot of great features and they keep adding to it.
It just runs. I do not think we have had a single outage; nothing. There has not been a single issue with it in the time that we have had it running. It just works.
The most important features are the scheduling capability and the integration with ServiceNow.
Even in the first few months, we realized some of those benefits around shortening the time to resolution.
It helps to pull the right people in very quickly, through a collection of utilities where you can say, "I want to notify more than one person at a time. I want to escalate at my discretion and via rules within the system."
The ability to notify teams and monitor those notifications in real-time is valuable. Time-based escalation of notifications helps us resolve issues much more quickly.
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.
Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event.
Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code.
People are able to go in and update their contact information and even set things like when they're going to be on vacation and who their backup is.
Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts.
We're able to point all of our alerting tools at xMatters and have it route alerts to the right people at the right time. We're able to generate major instant notifications for product outages, get all of our people on the bridge at the same time, and include information from our monitoring tools with that. So everyone is speaking the same language and seeing the same information. We're able to route those notifications not only to people, but also to other tools like Slack channels, where everyone can get in and collaborate.
We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution.
An ability to get to the database that houses our information would be great. Currently, we are at the mercy of Everbridge and, if they do not have the function built, we cannot gather the information that we would like.
An incident management feature would be nice because, as it stands now, you select different items when you're filling out a form to launch a notification. If those were more conditional it would help. Right now it just puts out whatever you put into the form, whereas, if you could specify a "yes" or "no" and it would input a different verbiage, that would be nice to have, instead of having to spell out all the verbiage.
I swapped two people's weeks, and at least from what I saw, I had to do each day individually. It would be nice if I could swap two people's weeks without having to do it each day.
A key area for improvement - and I think they are working towards these things - is analytics. If I want to do sophisticated reporting and analysis of the data that's being captured in IT Alerting, at the moment, the reporting interface is immature.
Their integration capabilities are still progressing, but not quite where we'd like to see them yet. They're moving there with that orchestration capability where they're seeing the potential of an API-first mentality. So instead of trying to build custom connections into everything, you open up APIs to allow other systems to talk to IT Alerting and allow IT Alerting to talk to other systems. There is room for improvement, but they get it.
It could use more enhancement type integrations, but no improvements to functionality are needed.
One thing that could be improved would be to enable the mobile app to more easily display published calendars via the Member Portal. Currently, it is quite difficult.
The ability for members to change their schedules, and change the person their swapping with, could use improvement. The GUI is a little tough to navigate. It's not very straightforward when someone is trying to change schedules.
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 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.
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.
We would like to see the ability to support custom devices. We have a lot of users who use Slack, which is another tool for communication. xMatters currently does not support Slack as a communication method. It can't send events to Slack and respond to them.
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.
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.
The REST API is still missing some important functionality, which we require.
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.
It has not improved our organization.
Pricing and Cost Advice
We thought the base product was pretty reasonable. It can pricey once you start adding stuff on.
Their pricing is a good value and very reasonable. They are very upfront about their pricing. There is nothing confusing about it.
For us, the pricing is a good value. I can't say whether or not their list pricing looks favorable to everyone who's checking, but I can say that the process of sourcing and procurement with them was very professional, comfortable, and friendly. The negotiations were done well on both sides, and in the end, I'd say the price was very effective... I think that people will find that Everbridge is a great listener and is willing to meet in the middle.
Pricing is reasonable.
When we did our contract, we did a three year contract with fixed pricing. We locked in the pricing for three years. As we have grown, we locked in pricing for additional units of employees.
Their call structure is based on how many people are IT alert people and who is on the calendar, and the cost will be driven by those numbers versus if you are using it for the non-IT alert. As you look at the competition and other vendors, make sure you truly understand your cost structure with them.
They are one of the top three most expensive products. I also understand if you are going to use them for IT alerting, it is worth it. They are competitively priced, but the IT alerting is the differentiator. The way that they market it and push it out. That is their premier function.
Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features.
It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license.
I would definitely say it's worth the value. I wouldn't say it's expensive, but most people who pick xMatters are not going to select xMatters based on price. There are other lower-priced competitors that are out there. But I would say for what we're getting, it's worth the money.
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 the cost for our organization.
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.
I do not think it is worth the value.
If you are willing to pay for the licensing of it, it is able to scale out.
Compared 30% of the time.
Compared 28% of the time.
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Compared 17% of the time.
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Compared 11% of the time.
Also Known As
|Also Known As||xMatters|
Everbridge IT Alerting provides an Enterprise closed-loop incident response automation solution . The solution integrates and automates communications, collaboration and orchestration processes for ServiceOps, IT Security Ops, DevOps, and Disaster recovery Ops for faster recovery and delivery. IT Alerting capabilities include group and calendar management, on-call scheduling, automated escalation, pinless conference bridges, ChatOps, response workflow automation, recording, analytics and reporting. The solution is offered as a cloud service based on the secure, highly available, resilient, and globally scalable Everbridge CEM platform. Learn why 3,500+ enterprise customers trust Everbridge (NASDAQ (EVBG)) with their IT Response Automation Management and IT Alerting solutions; visit ITAlerting.com to learn more or request a demo.
Need Integration with your ITOM, ITSM, SIEM tools?
Plug Everbridge IT Alerting directly into your ITOM, ITSM, SIEM, IT Monitoring tools including ServiceNow or BMC Remedy with our certified, two-way integrations and automatically contact the on-call IT team members, launch conference bridges and automatically escalate to the senior personnel in case of major IT incidents.
|xMatters is an actionable IT alerting platform that relays data between systems while engaging the right people to resolve incidents faster. xMatters automates and brings structure to communication so you can proactively prevent outages, resolve incidents, and keep the right people informed. xMatters brings your toolchain together to empower IT and Development enabling the connectivity among your solutions as well as the handoffs in your process. www.xmatters.com|
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|Sample Customers||Facebook, Ericsson, Choice Hotels, Endurance International Group, Sierra Nevada, Alexion, Digital Realty, Solutionary, Navy Federal Credit Union, Oakwood Worldwide, EastWest Bank, IBM, Core Logic, Paypal||US Bank, Tesco, Fujitsu, HubSpot, Conoco Philips, Walgreens, IHG, CA Technologies, Fiserv, Optus, Sky, Kellogg's, 3M|
See also Everbridge IT Alerting Reviews, xMatters IT Management Reviews, and our list of Best IT Alerting and Incident Management Companies.