xMatters IT Management Overview

xMatters IT Management is the #4 ranked solution in our list of top IT Alerting and Incident Management tools. It is most often compared to PagerDuty: xMatters IT Management vs PagerDuty

What is xMatters IT Management?

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

  • Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.
  • Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.
  • Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.
  • Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.
  • Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.
  • Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

xMatters IT Management is also known as xMatters.

Buyer's Guide

Download the IT Alerting and Incident Management Buyer's Guide including reviews and more. Updated: June 2021

xMatters IT Management Customers

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. 

Visit our website to see how business like yours found solutions with xMatters.

xMatters IT Management Video

Pricing Advice

What users are saying about xMatters IT Management pricing:
  • "This is a subscription-based, SaaS solution."
  • "It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license."
  • "Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features."

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Lead Consultant, Owner and Founder at a tech consulting company with self employed
Real User
Top 20Leaderboard
Automation improves support call efficiency and response time, but the interface needs improvement

What is our primary use case?

This solution integrates with the service desk tool to allow for the appropriate notification of support teams. You can set up a queue of people and you can assign their devices, their priorities, and the order in which they are called. It allows for shift work and it can all be automated once it is set up. If somebody has to be contacted then it happens automatically through the interface. The system works by allowing for support queues, where you can define who is available and who is on-call. Then, based on ticket priority, you can define what kind of notifications take place. For example… more »

Pros and Cons

  • "It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."
  • "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."

What other advice do I have?

At the backend, this service is initiated internally, but the notifications and alerts are sent externally to the vendor through web service calls. My advice for anybody who is implementing xMatters is to be sure that they have a very clear plan on how they want to process whatever communications they're doing. The tool can do almost anything but you have to come to the table with the process well-defined, before you being implementation. I would rate this solution a seven out of ten.
Development Manager at a non-profit with 1,001-5,000 employees
Real User
Reduced our response time from days or hours to minutes

What is our primary use case?

To notify our employees of system events that might result in an outage on our website.

Pros and Cons

  • "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."
  • "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."

What other advice do I have?

DevOps means that the person who's developing the software supports the software. When an event occurs that might result in an outage, xMatters engages people on that event so they can resolve it before there's an outage. Certainly, it's been a very stable solution, very reliable, very flexible. It comes from a company that practices Agile development, so they're very fast to deliver new features, as well as any bug fixes, should any arise. I think the only challenges we've ever run up against is some compatibility with mobile devices and the providers they've had. Usually, that's the mobile…
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IT Production Assurance Manager at a wholesaler/distributor with 10,001+ employees
Real User
Time-based escalation of notifications helps us resolve issues much more quickly

Pros and Cons

  • "​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."
  • "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."

What other advice do I have?

Put together a comprehensive knowledge base to help your end-users get acclimated with xMatters.
Buyer's Guide
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