Most Helpful Review
Find out what your peers are saying about Everbridge IT Alerting vs. xMatters IT Management and other solutions. Updated: November 2019.
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We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
By leveraging Everbridge, with a few clicks of a mouse, we are able to go in and request as many teams as we require to respond to an incident and bring them together to collaborate much faster.
It's very customizable. For instance, if you're going on vacation this week, you go to your calendar and say, "I'm off this week, make the secondary the primary." And that's done on-the-fly. It's very responsive. It's very user-friendly.
You can configure the tool to escalate if no action is taken within a certain time period. That avoids sending off an alert that nobody deals with and where nobody knows that nobody has dealt with it.
You can program in rotations, shifts, and scenarios of different kinds and it allows you to page multiple people, or people in sequence, or a group of people simultaneously.
With SaaS, we can implement in other regions without having to physically go to there.
The response time is real-time alerting. It is very helpful, because it makes things a lot easier. All we have to do is put a circle around a geo-fence and shoot off a message.
The most important feature, from our perspective, is the integration with our ticketing system. That eliminates wasted motion and time in drafting and sending and finding the right distribution list.
The most valuable feature is automated escalation, as it eliminates a manual process which is prone to errors.
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.
The initial setup was very complex. We did not have a very good experience with our initial deployment. Most of this was due to customizations in our ServiceNow instance.
What I would like to see is vendor alerting. It's not structured to take into account that users outside of our environment, users outside of IT, may not be in the group. IBM is an outside vendor for us, and we have IBM CEs who come in on a regular basis. If there's a problem, we call those vendors in. That should be tied into the system where we can say that vendors A, B, and C have these users and we want them available to come into the office when there's an issue. We want to be able to alert them in the same way we alert internally.
The feature that xMatters has that Everbridge doesn't have, or has in a limited way, is a method of funneling some alerts, as an FYI, to other stakeholders who are not necessarily prime actors in an incident.
The company would like to have super detailed analytics, as we integrate this with our security software.
I would like them to add GPS going forward.
There is some room to improve the initial-rollout functions which are a little bit painful.
The integration with other solutions needs improvement... Due to issues with the libraries provided by Everbridge, we have not been able to integrate IT Alerting with our incident management tool.
With their templates, you can only have a maximum of three phases: new, updated, and resolved. It's not always that easy when we open up a call, that we identify who we need, page out, and we're good. A lot of time it requires multiple page-outs. Being restricted to those three phases, there's no way to say, "I want this variable to be persistent, and this one to not be." ...I would like to see a bit more flexibility and tighter control over the templates and the variables you can create.
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
The end result is that we have driven down our MTTR by an average of about 45 minutes across all major outages. That is very substantial considering the cost of every minute of outage can be thousands of dollars lost.
The annual cost is $125,000 USD. That is for everything. It includes the 11,000 mass notifications. Technically, we have 500 licenses for IT Alerting.
They are one of the cheapest solutions on the market. We looked at all of the major competitors in the space. Everbridge was one of the most affordable for what they are offering.
As far as I'm aware, there are no costs beyond the standard licensing fees.
The pricing was under $25 a month per user. We had about 1,000 defined users.
This product has helped us save $200,000 from being able to get rid of vendors and consolidate functionalities to doing incident reporting.
The current pricing model is adequate. We feel that the pricing model for our IT Alerting solution is competitive with similar solutions on the market.
For the one-way license, which refers to someone is just on the receiving end, it's very affordable. I was actually surprised that it was a really good price. The two-way license, like an on-call resource who is actually going to be in a calendar and be paged, it is a bit more expensive, but for the gains that we've realized, it's certainly worth the price.
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.
out of 12 in IT Alerting and Incident Management
Average Words per Review
out of 12 in IT Alerting and Incident Management
Average Words per Review
Compared 33% of the time.
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Also Known As
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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Financial Services Firm38%
Software R&D Company17%
Financial Services Firm10%
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Comms Service Provider23%
Software R&D Company14%
Financial Services Firm14%
Individual & Family Service12%
See also Everbridge IT Alerting Reviews, xMatters IT Management Reviews, and our list of Best IT Alerting and Incident Management Companies.