xMatters IT Management Reviews

4.3 out of 5 stars
 (9)
E1728224 b92f 465d 9858 6709230a0f23 avatar
Real User
Sr. Manager & Product Owner at a transportation company with 1,001-5,000 employees
Feb 07 2018

What is most valuable?

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, so that is a very valuable feature to... more»

How has it helped my organization?

In the past, when there was a major incident notification, which is an outage for one of our products, we had one tool that we would use for email notification to our internal stakeholders, another tool for a voice blast going out to their... more»

What needs improvement?

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... more»
Anonymous avatar x80
Real User
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
Jan 15 2018

What do you think of xMatters IT Management?

Primary Use Case The tool itself works well, but when you try to apply real world use cases against it, it comes down a rating scale quite significantly (hence why it is a five out of 10). The feedback we get from our team managers to modify their schedules, it is very complex, hard to use, hard to navigate, and reschedule things. Therefore, my team ends up having to do this. From a scheduling standpoint, this is actually causing more work than what we had with Excel spreadsheets. • Improvements to My Organization It has not improved our organization. • Valuable Features The UI: It is easily navigable. For our organization, sending notifications out via subscriptions for outages. • Room for Improvement On-call management scheduling is difficult.  We would like to see...

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Anonymous avatar x80
Real User
Tools Engineer at a energy/utilities company with 1,001-5,000 employees
Jan 08 2018

What is most valuable?

* ServiceNow integration for paging-related to incident management. * Web and smartphone app interface for paging support groups for critical incidents. * Web service integration for paging from legacy scripts. * User interface for support... more»

How has it helped my organization?

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 two-way integration between ServiceNow... more»

What needs improvement?

* Reporting could always be improved. Most of the data for events could be exported to csv files, but sometimes multiple csv files have to be combined to provide a full picture of multiple events for one issue. * Integration assistance. While... more»
Anonymous avatar x80
Real User
Sr. Manager Enterprise Tools
Jan 08 2018

What is most valuable?

One of the most valuable features is the integration with our ITSM. All attempts are also logged to determine what occurred when and if they are successful or not. Being SaaS-based is also a plus. Regardless of the state of our network or... more»

How has it helped my organization?

This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send. xMatters handles the communication methods (phone numbers, preference of text, email, phone call, etc.).

What needs improvement?

Integrations seem to be the most difficult part. Once setup though, they work well.
Anonymous avatar x80
Real User
Development Manager at a non-profit with 1,001-5,000 employees
Feb 12 2018

What is most valuable?

Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event. Then, of course, there's the ability to define rotations and schedules for people who would be on call to handle... more»

How has it helped my organization?

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.

What needs improvement?

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.
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What is xMatters IT Management?

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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xMatters
xMatters IT Management customers
US Bank, Tesco, Fujitsu, HubSpot, Conoco Philips, Walgreens, IHG, CA Technologies, Fiserv, Optus, Sky, Kellogg's, 3M
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