xMatters IT Management Benefits

Dan Russo
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
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 phones, and then another tool for a conference bridge. All of those needed to be kicked off individually and managed individually by our enterprise operations center. It was very difficult to manually maintain call lists - who was on call when - and up-to-date contact information. So, when there was an outage, we didn't have the right people on the bridge, it took forever to get people on the bridge, it took us a long time to notify people there was an issue. By using this tool, it's a one-stop shop. 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. Everyone's contact information is up to date, 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. It has dramatically cut the amount of time that it takes to get people assembled during a major incident. View full review »
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
It has not improved our organization. View full review »
Tools Engineer at a energy/utilities company with 10,001+ employees
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 and xMatters also allows us to assign tickets to support personnel faster and respond to incidents faster. View full review »
Find out what your peers are saying about xMatters, Everbridge, PagerDuty and others in IT Alerting and Incident Management. Updated: September 2019.
371,639 professionals have used our research since 2012.
Sr. Manager Enterprise Tools
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.). View full review »
Luke Smith
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
The automation of the tool and the way it integrates with ServiceNow has improved out IT operations. Also, users can manage their own devices, which has saved our datacenter time because they do not have to manage on-call devices or rotations anymore. View full review »
Development Manager at a non-profit with 1,001-5,000 employees
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. View full review »
Adam Zollars
Director at a retailer with 1,001-5,000 employees
We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution. Instead of a service desk agent sending an email or manually calling multiple resources to join a bridge, xMatters directly calls the appropriate resources simultaneously. In addition to streamlining the conference bridge process, xMatters fully logs all notifications to show who was contacted, how they were notified (phone call, text message, email, and push), and if they responded. This helped change behavior across the organization to improve accountability. View full review »
IT Production Assurance Manager at a manufacturing company with 1,001-5,000 employees
We no longer have to manage the notification process manually. View full review »
Stefan Süss
* xMatters made it easier to implement our roster of people who receive alarms using the REST API. * The cloud solution reduces alarming to the core, which means no need to provision your server, which is great. View full review »
Find out what your peers are saying about xMatters, Everbridge, PagerDuty and others in IT Alerting and Incident Management. Updated: September 2019.
371,639 professionals have used our research since 2012.
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