xMatters IT Management Initial Setup

Dan Russo
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
It was pretty easy. It took a little while because we have a lot of products and a lot of different teams that need to be notified for different products, and a lot of different policies. The implementation wasn't difficult, it just took time. View full review »
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
It was complex in that the integration was very basic in order to apply it to real world situations. It had to be significantly customized and we have three integration points right now with our one ticketing tool which only handles for incidents. It does not handle any of our other processes. It is also very complex in that xMatters does not have the ability to clone what I have built in production back to our Dev environment to do any other further testing or development of the tool. It all has to be manually created and manipulated. So, that is a huge miss. View full review »
Tools Engineer at a energy/utilities company with 10,001+ employees
Vendor assisted implementation was included, so their presence in the implementation project made for a smoother implementation and migration from the legacy product. The On-Demand product setup was a breeze. The ServiceNow integration installation and upgrades have been painful. View full review »
Sr. Manager Enterprise Tools
As this is SaaS based, xMatters does the environment setup. Adding users, groups, and on-call rotations is pretty simple. Roles are a little confusing as they seem to have too many. The most complex parts are the integrations. For us, this was the integration to ITSM and LDAP, both of which we used their professional services for. View full review »
Luke Smith
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
The SaaS solution was straightforward, but we did have to migrate all of our on-premise data to the cloud (xMatters helped us with this). The integration with ServiceNow required some configuration changes, but they were not too complex. View full review »
Development Manager at a non-profit with 1,001-5,000 employees
We've always used their hosted service, so we've never had to set it up. The only thing we have to do is train our users on how to use it. It's been pretty easy to do so. They've actually made many improvements over the years to make it even easier to train people. View full review »
Adam Zollars
Director at a retailer with 1,001-5,000 employees
Initial setup was fairly simple. The biggest challenge is that you need to define your process first, which is true of any tool (rules before tools). xMatters is a fairly open sandbox, so it can seem a little overwhelming until you start to dig into it. We started with a simple goal of hosting conference bridge calls through xMatters, then evolved it into targeted conference bridge scenarios based on the priority and system impacted. View full review »
IT Production Assurance Manager at a manufacturing company with 1,001-5,000 employees
There were some issues with user-adoption, but those have been mitigated over time. View full review »

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