xMatters IT Management Pros and Cons

xMatters IT Management Pros

Dan Russo
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
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.
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.
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.
We're able to point all of our alerting tools at xMatters and have it route alerts to the right people at the right time. We're able to generate major instant notifications for product outages, get all of our people on the bridge at the same time, and include information from our monitoring tools with that. So everyone is speaking the same language and seeing the same information. We're able to route those notifications not only to people, but also to other tools like Slack channels, where everyone can get in and collaborate.
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AssocDiraa2b
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
The UI: It is easily navigable.
For our organization, sending notifications out via subscriptions for outages.
The customer service is quite responsive. They are quick to answer your calls or emails.
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BrianAdam
Tools Engineer at a energy/utilities company with 10,001+ employees
The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster.
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.
We have not noticed any scalability issues in the two years that we have used the system.
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KenWood
Sr. Manager Enterprise Tools
It has been easy to use and very reliable.
Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device.
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.
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Luke Smith
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
Support has been great. They responded very quickly to all the support cases that I have submitted.​
Having our users manage their own notification devices within xMatters is huge, since it takes the burden off our datacenter.
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Developma128
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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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.
It helped change behavior across the organization to improve accountability.
Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge.
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ITProducba92
IT Production Assurance Manager at a manufacturing company with 1,001-5,000 employees
​The 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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Stefan Süss
Actuary
We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing).
Made it very easy to implement our roster of people who receive alarms with the REST API.
The cloud solution reduces alarming to the core, which means no need to provision your server, which is great.
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xMatters IT Management Cons

Dan Russo
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
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 documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point.
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AssocDiraa2b
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
It has not improved our organization.
On-call management scheduling is difficult.
We would like to see the integration between our ITSM solution and xMatters.
We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out.
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BrianAdam
Tools Engineer at a energy/utilities company with 10,001+ employees
While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java.
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KenWood
Sr. Manager Enterprise Tools
​Integrations seem to be the most difficult part. Once setup though, they work well.​
Support may take longer than desired to resolve some issues.
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Luke Smith
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
They could make the product more customizable.
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Developma128
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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Adam Zollars
Director at a retailer with 1,001-5,000 employees
Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution.
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ITProducba92
IT Production Assurance Manager at a manufacturing company with 1,001-5,000 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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Stefan Süss
Actuary
​The REST API is still missing some important functionality, which we require.
If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small.
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