xMatters IT Management Pros and Cons

xMatters IT Management Pros

reviewer1023132
Lead Consultant, Owner and Founder at a tech consulting company with self employed
It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket.
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it_user817761
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.
Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event.
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ITProducba92
IT Production Assurance Manager at a wholesaler/distributor with 10,001+ employees
‚ÄčThe 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.
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xMatters IT Management Cons

reviewer1023132
Lead Consultant, Owner and Founder at a tech consulting company with self employed
The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies.
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it_user817761
Development Manager at a non-profit with 1,001-5,000 employees
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.
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ITProducba92
IT Production Assurance Manager at a wholesaler/distributor with 10,001+ employees
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.
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Find out what your peers are saying about xMatters, Everbridge, PagerDuty and others in IT Alerting and Incident Management. Updated: June 2020.
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