We looked at PagerDuty, Opsgenie, and VictorOps. We considered all of them and looked at some demos, but we didn't get as far as doing a full proof of concept. The main reason we ended up going with xMatters was that it seemed that a lot of the alternatives I mentioned were built on the premise of being the actual incident management tool, and not just an on-call management tool. We were very clear that we needed a tool to do on-call management, and that ServiceNow was going to be our incident management tool. We just needed something to bring people together by notifying their mobile devices or by making a phone call to alert them in the middle of the night. xMatters fit that perfectly.

Comparing the intuitiveness of xMatters with similar solutions concerning customizing on-call schedules, rotations, and escalations is one factor that encouraged us to go with xMatters. It is not only more intuitive but more versatile and flexible too, which is why we chose it. 

We evaluated Everbridge, which has since acquired xMatters, as well as PagerDuty, and one other solution that I don't recall.

We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use. If the forms are not going away and other vendors don't have forms, there's no need for us to move anywhere else.

One thing xMatters does not have though, that some other solutions have, is the ability to have a phone number that can be routed to a group, something like a phone trigger.

We explored the ability of ServiceNow to page people. Though, we didn't really have an opportunity to deep dive into that because somebody decided to use xMatters instead.

Cost is probably my biggest concern. I know the solution was recently acquired by Everbridge, and Everbridge was one of the competitors that was included in our RFP five years ago. Everbridge's costs were astronomical compared to where every other solution was, not just xMatters. 

We looked at the Everbridge solution a few years ago, and it was no way near as intuitive as the xMatters solution. Now, Everbridge has bought xMatters.

We looked at Evergreen. I know that xMatters merged with another company, and we tried that one as well. I don't remember its name. We settled on xMatters because of the text message feature. We wanted to see everything in a single box on the incidence, but the other applications were divided into boxes. The text was too long, and we didn't like that. 

Since implementing xMatters, we have evaluated other solutions. However, it does the job for us very well and there wasn't a need to move away from it. The main one that we looked at was PagerDuty.

Both of these are very similar tools and they both do a good job. From our perspective, we have stayed with xMatters because it already works.

I looked at Opsgenie briefly, which was acquired by Atlassian, and I didn't get on with that as well.

I evaluated it separately and before xMatters. I was looking for a solution. We are quite an Atlassian user. We used quite a few of their products, so that's why I looked at Opsgenie first, but ultimately didn't feel that it was a good fit for what we were needing, so I gave up on it and didn't think about much else. Then I came across xMatters at a conference. They told me about the free offering and all of that good stuff and I thought that there was nothing to lose in trying this one and it just went from there.

We didn't evaluate any other options. When we had the xMatters demo and we felt that it was the right product for us. The integration ability was the main aspect, as were the user profiles, the on-call list, and the delivery channels for messages. All of those really helped in our decision to purchase the xMatters solution.

We did evaluate PagerDuty, as I mentioned earlier. We had originally evaluated directly PagerDuty against xMatters, and we used each of the tools for about six months on a smaller scale, and ultimately we found that xMatters was going to be the right fit for us. That's when we really expanded the usage and bought a lot of licensing.

We did evaluate a few different solutions prior to making the decision to implement xMatters. We went with xMatters because it seemed like it had more flexibility and capabilities, and it could also be integrated with our ticketing system.

We did not evaluate other options. 

We evaluated HipLink, Everbridge, and PagerDuty.

xMatters had the best interface and the most functionality.

Our customer evaluated a few other products. I am not at liberty to reveal which ones, only that xMatters came in with the best presentation and demo to impress the customer.

I can’t remember if we evaluated others. It has been 16 years since we purchased xMatters.

We evaluated two other solutions. One was an internal solution that was provided by our IT department, it was a proprietary solution. Then, we also evaluated xMatters vs PagerDuty. We chose xMatters because of its cost and ease of use.

This product was already purchased by the time I came to the company. I just had to implement it. Because of budget and our mandatory upgrades in ServiceNow, we just have not had time to devote to developing the functionality within ServiceNow.

No. One of the biggest issues for us was an ability to integrate with our ITSM solution. As xMatters is a partner of our ITSM vendor, integration was not a concern. Being totally SaaS-based was a big plus. I have worked at other places that used xMatters and were happy with it. With reasonable OpsEx pricing and a product that met our needs, we did not feel the need to evaluate other options. I have used other notification solutions at other companies, and this is one that I am most familiar with.