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xMatters IT Management OverviewUNIXBusinessApplication

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.

xMatters IT Management Buyer's Guide

Download the xMatters IT Management Buyer's Guide including reviews and more. Updated: October 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:
  • "The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."
  • "We're currently per license. We're paying around $44,000 per year for 80 full users and 300 standard users. For a new implementation, we also need to pay for an expert."
  • "The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."
  • "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."

xMatters IT Management Reviews

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NY
Director of Enterprise Reporting, Visualization & Analytics at a university with 1,001-5,000 employees
Real User
Enabled us to meet our "lights out" goal and repurpose staff to do work of greater value

Pros and Cons

  • "The automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call."
  • "We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."

What is our primary use case?

We use xMatters as our automated on-call engagement system. We use ServiceNow for major incident management and processing for the university's IT services. When there is an incident of sufficient priority, impact, or urgency, we make use of the integration between ServiceNow and xMatters. xMatters contacts our staff members who are on call to make them aware that there's an issue going on. It gets them the information they need to log in and fix whatever might be happening. xMatters can do a lot of other things, but we use it primarily for our major incident response and automated on-call processes.

How has it helped my organization?

In 2019, we embarked on a "lights out" process. We had staff members sitting in our operations center, 24/7/365. They had to watch the screens and make sure, when something went "bump" in the night or something went down, to physically pick up the phone and call somebody. In December of 2019, were able to bring those staff members back into a nine-to-five type of job, repurpose them, and move them into other roles. We let the machines do the hard work of notifying people if something goes wrong. xMatters was a big part of that because it allowed our managers to maintain their own rosters, and cell phones didn't have to be handed from one person to another. The process just worked really well. That was of benefit for our central IT.

We also onboarded our institution's public safety/police department. Before, if they had an issue where everything went down and they couldn't do anything from their office, they would either call or walk over to the IT building and find somebody in the operations center, and then the operation center would call somebody from networks. Now, we have onboarded several select people from the police station. They have the ability to use the xMatters mobile app to hit a big red button that contacts our major incident managers directly, without them having to do much else. That means they don't have to physically come work with us or find us. We were able to replace that physical process that existed prior to 2019 with a fully automated process now.

The automation provided by xMatters has helped us respond to incidents. It puts the responsibility for responding on the groups and the people who are responsible for providing service. They're getting a notification when something happens that meets a certain threshold. That's in contrast to the subjective process we had in place previously where the person who was in the operations center decided not to call somebody for whatever reason. Now that it's automated and everybody is playing by the same rules, there have been improvements on the monitoring side of things and in how things are architected. They know that if something goes down, they're going to get a call. Having the managers and the people closer to the process, with the ability to manage their own rosters, results in a little bit more responsibility, rather than just passing it off to the person who's sitting in the operations center.

The automated notification process has made people understand that they have to fix things before they go "bump" in the night. They know there is no longer a person sitting in our operations center who might decide not to wake somebody up. The machines are going to detect that something has gone wrong and they're going to notify xMatters, and xMatters is going to notify the group. Tangentially, that results in people proactively fixing things ahead of time. In turn, with people being a little bit more proactive in handling things, issues don't get up to a priority-one level as much. But when it happens, xMatters does its job and gets out of the way really quickly. It helps us deal with incidents when they happen.

In addition, the targeted notifications have helped reduce response times to IT incidents. It doesn't require a person in the operations center to call five people five times. It handles things synchronously. I would absolutely posit that our response time is quicker than it used to be.

What is most valuable?

In terms of its flexibility, we've been using it for close to two years, and we have yet to encounter a situation where somebody hasn't been enabled to configure it to work the way we want. We can configure groups to be members of other groups, enabling us to nest sequences of rosters, and that has been super-helpful in a number of scenarios. We provided a little bit of training and a little bit of documentation for the managers who had to manage their rosters and the sequence of calls, and since then, we really haven't had to do a lot, other than some reminders. But we just tell them the URL and that they should log in. They can figure it out from there. The UI is understandable. It's fairly straightforward to understand how you add a user or add a member to the roster or add a device. It doesn't take a lot of administrative overhead and that's important for us. We don't have a lot of people to manage every little thing, so people being able to do it themselves is pretty important.

And because we use it primarily for our major incident response and automated on-call processes, the automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call. We can see, for instance, that it was because an incident showed up in that person's group and it went to the first person on-call and that person hit skip or ignore. It then went to the next person, called all of their devices, but they never acknowledged anything. Then it went to the next person and that's who actually picked up. Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call. Just click here and you'll see exactly why the fourth person in the roster got the call instead of the first.

The integration of xMatters with ServiceNow worked pretty easily. There was a little bit of configuration and coordination with our ServiceNow, but once it was set up it just worked. It does the right thing for us. We don't want every single instance that ServiceNow handles to generate an on-call notification. We only want priority-one and priority-two to result in notifications, for certain groups, via xMatters. It does that really well. That integration part was super-easy. I have also done some work with the xMatters API to pull out information about users and groups and rosters into a Google sheet. I used a Google Apps Script to interact with xMatters and pull information out for reporting purposes. That was also really easy. We use that information to see how many people are in xMatters, who's licensed, and if people have left the university we can make sure we kill off their accounts.

xMatters has also helped us build workflows that meet our needs. In comparison to all of the organizations that use xMatters, our workflows are not complex, but it does what it does well and easily. Our simple workflows consist of an incident coming in and the right group being contacted. Within that group it goes through the sequence of people in the roster, in the right order. That was super-easy to set up. It was also very easy to set up another simple workflow where we use Zoom and Google Meet for our bridge process. If somebody isn't sure about something that is going on they can send out a "Please jump on the bridge line real quick" message. We can use either the xMatters bridge or the Zoom or Google Meet bridges that we have set up. That helps us control access and costs because we're already using Zoom and Google.

What needs improvement?

We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow. In ServiceNow, you can create an incident which is priority-1, 2, 3 or 4. The existing xMatters integration allows you to filter on just P1s and P2s, or on all priorities, or on just select ones. The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1. 

For how long have I used the solution?

We purchased it in the latter half of 2019, so we've been using xMatters IT Management for about two years.

What do I think about the stability of the solution?

The stability has been great. I can't think of a time in the last two years that it's been down when we've needed it. They've done upgrades, but I can't remember it ever being down.

What do I think about the scalability of the solution?

The pricing was good, from our perspective, for scaling. It hits the mark. If we had to add hundreds of users we'd take a look at what kinds of bulk discount rates they may have.

As far as the technology goes, it seems to me that scaling is pretty easy to manage. You start with the ability to put groups inside of groups and have nested rosters. There are workflows that are specific to groups or to particular processes and that makes it fairly easy to configure. I would expect it to be a pretty scalable solution if we decided to roll it out in a significant way.

Currently, we have 105 people licensed, and 102 of them are in central IT. The other three are in the police department. Everybody in IT who is licensed is an active user because they are on-call in whatever rotation has been defined.

It's yet to be decided if we will increase our usage. In higher education there have been some budget cuts and position losses. It's always a moving target regarding whether we're going to expand or contract. At this point, I don't think we'll expand the use of xMatters because we've already licensed it to everybody in IT who needs to be licensed. If we had to roll it out to other departments around the university, I don't see it being an issue. But we are a heavily centralized IT operation here. We don't have a lot of distributed IT infrastructure or staff. Pretty much everything has to flow through IT.

How are customer service and support?

Their support is quick. They literally react within minutes, at times, after you put a ticket in. They've been great with any support issue we have had. That was especially true early on. We haven't had one in a while, but when we had questions that weren't bugs but just our not understanding something, they were getting back to us within minutes.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We did not have something that was similar to xMatters. What we had was an old-fashioned analog method of on-call management, in which people would share a cell phone. The cell phone would be handed from person to person as they went off-call. We had staff who sat in our operations center, 24/7/365. They had the list of phone numbers in a document on their machines that gave them the cell phone numbers to call for each group. So there was a system, but it wasn't a modern solution.

How was the initial setup?

We did a couple of walkthrough training sessions with xMatters staff. It involved a core group from our side, people who were going to be the admins or the main people using and configuring xMatters. I then did a handful of walkthroughs with different groups in our IT department. Those were about 45 minutes to an hour in length and I showed them the interface and how to add their devices. We did a little bit of documentation, but not much, about our process as it relates to xMatters. We then rolled it out. We did all of the training within a few weeks, once we got close to that "lights out"  deadline at the end of December of 2019.

In terms of our infrastructure, we just added the module for ServiceNow, filled in some details according to the documentation, and hit save. That was it.

As for maintenance, the only thing we've had to do is add users and remove users. It's a set-it-and-forget-it solution.

What was our ROI?

There have been savings in process and overhead that we have been able to realize. We no longer need to have our staff looking at a screen overnight, on weekends, and during the day, every day of the year. We repurposed those staff members to work of higher value.

What's my experience with pricing, setup cost, and licensing?

It's billed per user license.

The way we approached it was to look at who actually needed to be on-call and licensed people accordingly. The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting.

Which other solutions did I evaluate?

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.

What other advice do I have?

I don't think I've ever had a complaint about it. xMatters just works.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Philip Colmer
Director, Information Services at LINARO LTD
Real User
Gives me flexibility in ways that other platforms don't

Pros and Cons

  • "One of the things that really attracted me is in workflows, you can write your own custom steps in JavaScript. You are not restricted to the steps that they provide. If you can write it in JavaScript, you can pretty much do anything. It gives me flexibility in ways that other platforms don't. For example, the online dashboard system we use is not a widely used one, but they have an API. So, I'm able to write the JavaScript steps to do things like check if a system's in the maintenance window or create an instant on the dashboard or change the status of an instant. I'm not dependent on the dashboard provider or xMatters creating steps for me."
  • "As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well."

What is our primary use case?

We use AWS CloudWatch to monitor our infrastructure, and when CloudWatch detects an anomaly, it sends an alarm to xMatters, which triggers a workflow. Depending on what the alarm is, the workflow will either try to remediate it automatically, e.g if it's the server running out of disc space, or it will look at our online dashboard to see if the affected server is in a maintenance window. If it is, it doesn't do anything else, because an alarm would be expected during a maintenance window. If it's not in any maintenance window, then it generates an instant on the dashboard so that our customers can see that the system's affected, and then it generates an xMatters alert for the on-call team, and then xMatters takes care of notifying whoever is currently on call that there's a problem to be investigated.

How has it helped my organization?

We recently released a software as a service platform and that required us to provide 24/7 support, something the company's never done before. I'd previously been using xMatters just within IT to monitor the systems for us, but not really for alerting us. For this service, we said, okay. We have a team doing UK hours during the week, the team doing US hours during the week, the team doing Asia hours during the week, and then we have the four-weekend teams that it rotates through. So there's that complexity that it handles for us. We've got monitoring of the systems, again, with CloudWatch, but then feeding into xMatters to alert who's on call. It then notifies the Slack channel for everyone so that you can see that something happened. Plus we've also got it tied in with JIRA service desk, so that if a customer puts in a high priority ticket, one that has to be dealt with within four hours, that raises an xMatters incident so that the on-call staff knows that they've got to deal with it very quickly. We just would not have been able to do that if we didn't know about xMatters. 

xMatters helped to automate our incident notification processes. If CloudWatch tells us that something's gone wrong, the workflow sets up an incident within xMatters and we've got it set so that it notifies the people on call. It also notifies the management team just so that they're aware that something's happened. Within xMatters, there's an incident template so that you can use that to record the steps that you take to deal with the incident so that when it's all dealt with afterward, you have everything in one place to create a post-mortem report from.

This automation of incident notification processes has immensely affected our ability to respond to incidents. It means that we can be on call on a weekend, but actually not have to sit in front of a computer all the time watching for things all the time. We can just go about, relatively speaking, our normal weekend lives, and when the phone goes off with an alert, then we know we've got an incident to deal with. It sets up a Slack channel specifically for that incident so that any chatter around what's gone wrong and how to deal with it is kept in one place and not in the middle of the general conversation, and that's all done automatically.

It has absolutely helped build workflows that meet our needs. I've looked at other platforms and I don't think I've come across anything else that allows you to write code to actually execute within the workflow, and that has absolutely 100% solved problems that we really need to deal with. These workflows also helped to address issues proactively. The classic one is the workflow to deal with the server running at disk space. So, we have it set up so that if the amount of free space falls below 15%, then it triggers the alarm and the alarm triggers the workflow, and the workflow doubles the space, and that is proactive. It handles this situation before the server actually runs out of space and that's helped us a lot as well.

We use the coding to expand the flexibility. The disk expansion one is 100% JavaScript that I've written. There are no xMatters bits in there at all. It's all written by me and actually the benefit there was that xMatters themselves don't have any support for calling AWS APIs, and so I actually had to work out how to do that. AWS APIs are quite funky around signed headers and stuff like that. That took quite a bit of doing, but it's something I've now made open source so anyone else who wants to call the APIs for xMatters, it's all there for them to get on with.

The fact that we can have different teams being assigned different areas of responsibility means that if an alarm goes off, you target the specific group for that responsibility. So, it means you're getting the right person at the right time.

What is most valuable?

One of the things that really attracted me is in workflows, you can write your own custom steps in JavaScript. You are not restricted to the steps that they provide. If you can write it in JavaScript, you can pretty much do anything. It gives me flexibility in ways that other platforms don't. For example, the online dashboard system we use is not a widely used one, but they have an API. So, I'm able to write the JavaScript steps to do things like check if a system's in the maintenance window or create an instant on the dashboard or change the status of an instant. I'm not dependent on the dashboard provider or xMatters creating steps for me.

It's very flexible. The intuitiveness of it is not great. It can be a little bit challenging to achieve all of the combinations and permutations you might want. I've had to build it out a little bit. It's not simple, but it's powerful enough that I can do it.

We have integrated xMatters with CloudWatch and the dashboard. We've actually got two different dashboards depending on which platform we're monitoring. I've integrated with that, I've integrated with Slack, I've integrated it with Google Chat. It's really easy to integrate it with third-party products.

They have a very strong selection of third-party integrations that they support. Out-of-the-box, Slack's there, Teams is there, Zoom is there if you want to set up a video call for an incident. You've got third-party platforms for data management, but even if they don't have something out-of-the-box, so long as the product you're trying to integrate with has an API and you are fairly conversant in JavaScript, you can do it yourself. It's that good.

We also use REST API. It's really strong at helping to customize processes and information. The only shortcoming I would identify is that when they're rolling out new features, the REST API can take a release or two to catch up, and that's because they'll be firming up on what the functionality is of the feature before allowing you to then start accessing it via the API. Initially, it's only handled by built-in steps. The Rest API is really powerful.

What needs improvement?

As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well.

For how long have I used the solution?

I have been using xMatters for two to three years. 

What do I think about the stability of the solution?

It's very stable. They do quarterly releases of new features. We've never had an outage on xMatters at all. It's rock-solid from our perspective.

What do I think about the scalability of the solution?

It's really scalable. I don't think they give much away about how it's running behind the scenes, but they don't seem to place any constraints on how many workflows you have, what you do in the workflows, how many agents you have since you pay for them, that sort of thing. I don't remember any limitations that they announced.

We're paying for 15 users at the moment. Most of them are support agents for the SaaS product.

How are customer service and support?

The staff for xMatters is brilliant. When we first started using xMatters we were on their free plan.

The great thing about their free plan is that it only really constrains you to the number of agents you can have using it. There are no constraints on workflows or anything like that, which is unlike other products that might have a free version they normally put limits in. With xMatters, it's only the number of users, but even there, you can get full technical support from them. When I first started writing my own steps in the workflows, not only do they help you, but they encourage you. You get really positive feedback from them and that helps you to feel positive about the changes you're making.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

I have experience with Atlassian. The intuitiveness becomes a trade-off. I think that if a system offers a simple level of managing who's on call and things like that, then it is more intuitive to use, but you are constrained by that simplicity, and this is what I was saying about xMatters. It's a really powerful platform. You can do a lot with it, but that means that they have this challenge of how do they make it more intuitive to achieve certain aspects.

What was our ROI?

Initially, we were using it at zero cost and it was 100% meeting our needs, and I can't say fairer than that. And then when I was asked by the department that was setting up this SaaS product what I would suggest. I said use what I'm using. It will 100% meet your needs and I've got the experience of using it. We didn't even look any further because we knew we had a product that would do what we needed it to do.

What's my experience with pricing, setup cost, and licensing?

I think it is excellent value for money. I can't remember what we're paying now, but the per agent cost is extremely reasonable for what the platform does. It's entirely agnostic of where you are getting your alarms from. You could even trigger an alarm by email if you want. It's that open to what triggers an event. 

Which other solutions did I evaluate?

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.

What other advice do I have?

I would rate it a nine out of ten. It's not perfect, but it's really damn close to it.

My advice would be to give it a try. It literally costs nothing to try it and there are a lot of integrations that you can easily add that xMatters provides. You don't have to do coding. You don't have to know JavaScript. It's really easy to put the steps onto a workflow and join them together. If you check for results and branch off to do different things depending on what the results are, there's basically a lot you can do without having to do any coding, but if you're comfortable with JavaScript, then the sky's the limit. You can really go for it.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Learn what your peers think about xMatters IT Management. Get advice and tips from experienced pros sharing their opinions. Updated: October 2021.
542,823 professionals have used our research since 2012.
Ana Cotes
Incident and Major Incident Manager at Brinks Incorporated
Real User
Top 20Leaderboard
Improves the mean time to resolve incidents and allows us to customize text messages and send them from a specific phone number

Pros and Cons

  • "The on-call schedule that they have for groups is amazing in terms of how it works and how it triggers. You don't need to do anything. You just upload the users, and you have the calendar of the schedules. It is amazing how it works and how easy it is to work with this feature."
  • "When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business."

What is our primary use case?

We use it mostly for major incidents. To contact, we use the group on-call schedule feature. We use it to communicate and notify our IT stakeholders and executives.

We are about to use it for incident alerting on applications. We will first start using it for one application, and then we will see how it goes.

How has it helped my organization?

Previously, we used to do everything manually. We used to call our on-call resources manually. If we wanted to inform someone, we used to use Outlook email. Now, it is much easier because we're using the subscriptions based on location and affected services, which is amazing.

We have the Inform with xMatters feature and the Engage with xMatters feature. We are also using the major incident feature where it sends SMS and text messages. We use it only to communicate with the IT leadership, and it is great. Previously, we used to send text messages manually using our cell phones. I'm not in the US. I live in Panama. So, when I send a message, it normally gets a different number. So, no one knew how to add my number or whatever number they get from my cell phone to their safe contact list. Now, we have a specific phone number that doesn't change. So, they know who is calling, why they are calling, or why they are getting messages. That's very good. The customization of those text messages from the web service is also great.

It has helped us to build workflows that meet our needs. The ServiceNow workflow is very good. The Major Incident Best Practices workflow is another one. For our next application, there would be a new workflow that I need to create. We are also using the Emergency Change Management workflow, but the most important thing for us is major incident management. We use it for all Sev-1 and Sev-2 incidents and almost everything related to major incidents.

xMatters workflows helped us to address issues proactively. From the Major Incident Best Practices workflow, I created a workflow directly to Teams to post a notification on our Teams channel so that everyone who isn't subscribed on xMatters can see the notification that we're sending out. It helps a lot as well. I did it myself, and it was pretty easy.

xMatters provides targeted, content-rich notifications to reduce response times in our organizations. It has reduced the response time by at least 50%. Previously, we used to call people manually. 

xMatters on-call schedules and streamlined escalations have helped us to reduce Sev-1 incidents in our organization. We can contact any person. There is a 20% to 25% improvement because Sev-1 incidents are more related to the vendor. They are not internal issues.

What is most valuable?

The on-call schedule that they have for groups is amazing in terms of how it works and how it triggers. You don't need to do anything. You just upload the users, and you have the calendar of the schedules. It is amazing how it works and how easy it is to work with this feature.

It is very intuitive for someone who is not technical. Some of the groups that we have are not technical, and as soon as they get on the mobile app, if they want to change on-call with someone else, they just quickly change. It is very intuitive, which helps a lot. 

We have integrated it with Microsoft Teams and Cisco WebEx Teams. We have also integrated it with ServiceNow. It is not at all hard to integrate it with other tools. It is very easy to integrate. You just need to follow the steps that they have on the screen, and that's it. I believe xMatters can integrate with a lot of tools. The problem that I'm seeing on our side is that we don't use most of the tools. Our main ITSM tool is ServiceNow, and I have already integrated it. I'm trying to figure out how to integrate custom applications that are only used at Brinks.

We use xMatters REST API for ServiceNow. It is very good. I haven't had any problems so far with that.

What needs improvement?

The integration with Inform with xMatters is too customized. It should be a little bit more friendly.

When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business.

On the web version, the on-call schedule is a little bit more technical. When you're creating the on-call schedule, you need someone who actually knows the product to create those. The problem is that we have not been using on-calls. Before xMatters, we used to use Excel Sheets. So, it is very complicated to do an on-call and figure out who's on-call. I know that I'm trying not to override one with the other one. So, I don't know if that can get better, but if they can, I know they will go there. They are the ones who are going to figure it out. They're very good at that.

For how long have I used the solution?

We have been using this solution for almost a year.

What do I think about the stability of the solution?

Its stability is great. It is almost 99%. Everything works as expected, and I haven't had any issues with them.

What do I think about the scalability of the solution?

Its scalability is great. I haven't had any issues. We have 76 technical users using xMatters, and we have around 250 to 300 basic users who are only getting notified by email.

We are using less than 10% features that xMatters has right now. We have plans to enable the incident management feature. As soon as we do that, I believe that the user or technical teams would have more visibility. They are reluctant to use ServiceNow, and this way, they can see that they have an incident, and it will probably give a better experience to our end-users.

In terms of integration with the rest of the applications, we're going to start with this new application. We have a lot of monitoring tools, and if we do everything right, as soon as ServiceNow gets an incident, we can trigger an event instead of waiting for an end-user to advise that something is happening. Currently, our monitoring tools are using actual people to monitor the queue, alerts, and other things. It is not as automatic as it should be. So, we are using less than 10% from xMatters.

How are customer service and technical support?

They have been wonderful. They are great, and they helped me with everything. They are very knowledgeable about my environment. Their response time and everything is very good. I would rate them a 10 out of 10.

Which solution did I use previously and why did I switch?

We used Excel, and we literally used to type the name of the week, month, and the name. So, it wasn't like a solution. It was just uploading data. It wasn't that good.

How was the initial setup?

It is a cloud version, so they do all the updates and maintenance. We didn't have to do any preparation to start using it.

What about the implementation team?

I implemented it with xMatters.

What was our ROI?

I would say we have got an ROI, but I need to do the document report.

What's my experience with pricing, setup cost, and licensing?

We're currently per license. We're paying around $44,000 per year for 80 full users and 300 standard users. For a new implementation, we also need to pay for an expert.

Which other solutions did I evaluate?

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. 

What other advice do I have?

I would advise others to ask for a PoC to understand the product to make sure that's what they're looking for. They should also check if they're going to use the text message feature and the calls. They should know how much they are going to use and if it is covered with their contract. That's applicable to most of the companies because that's an expensive service. 

I would also advise others to pick all xMatters trainings. There are three to four minutes ones. They help you to understand what you can accomplish from the application.

We have been using xMatters mostly to communicate and engage. We are going to use xMatters logs as a part of our operations. We're going to implement it for new applications. The implementation would start next week, and it is pretty simple. We're going to use email-based alerting. So, we only need to add the xMatters email there. The rest of the workflow needs to be added in xMatters directly. It is pretty easy because that application doesn't have API connections.

We haven't automated our ticket incident notification process because we have some challenges on our side, and we're still trying to get better at incident management. We're trying to change the culture before we enable that feature.

We haven't made use of coding to expand the flexibility or functionality of xMatters workflows. I haven't gone that far. We're mostly in the workflows and the flow designer.

It has not increased the application release rate, but everything has gone as expected.

The biggest solution that I have learned from using this solution is how to automatize the communication and engagement with the IT team to improve the mean time to resolve incidents.

I would rate xMatters IT Management a 10 out of 10. It is awesome considering the breadth of features it provides and the cost of the solution.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Rajvir Bhambra
Major Incident Support Manager at Telefónica
Real User
Good logging capability, integrates well, supported on multiple platforms, and is always available

Pros and Cons

  • "The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."
  • "The user interface could be more intuitive. Once you know what you're doing, you're fine. However, if you don't know where to start then it can be a bit difficult to figure out how to make it work and how it will function together with different tools in the Flow Designer."

What is our primary use case?

Our primary use case for xMatters is instant communications and stakeholder engagement. We send out instant communications whenever we have a major incident within the company. In addition to situations like this, we use xMatters when we have other high-priority matters and we need to engage the right people as quickly as possible.

How has it helped my organization?

We have integrated xMatters with other tools such as Workplace, Power Automate, and Microsoft Teams. It can be used to interact with other webhook endpoint URLs, as well. The Flow Designer is what we have built most of our integrations from, and once you know how to use it, creating integrations is very clear and obvious. When you are getting started, however, it can be a bit daunting and is not as clear as it could be.

There are plenty of tools that xMatters integrates with and they are always adding to that list. Also, if there isn't a pre-made integration available for a tool then you can customize and create your own. This is something that is very helpful.

xMatters has helped to automate our incident notification process, and they have provided us support with doing so. One example had to do with a major incident process that we have set up. Previously, it was a two-step process where our major incident management team would engage stakeholders to bring them onto a conference bridge. It was a two-step process to ensure that the major incident manager was available for the bridge and there wasn't an issue that the major incident manager was facing. With the help of our customer success manager at xMatters, that process was streamlined in such a way that the same level of customer security and two-step verification could still take place, but it was done with less effort needed on the major incident manager side. It still has the same output and meets the same criteria, but with less effort needed from the major incident managers to do it.

The workflows in xMatters have helped us to address issues proactively from the perspective of stakeholder management. It ensures that the right people are aware and advised of issues in the company. It also helps with managing our licenses, which has been very helpful.

Another benefit to using xMatters is the fact that it's always available, regardless of device. If we were to have an issue that meant I could not use my laptop, I can then go and use the app on my phone, or another approved device to be able to access xMatters. That's really helpful for me. It's not just the availability but also that it's usable on so many different platforms. I'm not restricted. This has come in handy in the past when I haven't been able to use my laptop to send out communication and I've had to use an iPad or a tablet.

What is most valuable?

The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code.

The messaging solutions that are in place give us the ability to send out messages and communicate to stakeholders from the tool.

One of the main features that we use is the on-call escalations. The escalations feature works well for us if we are trying to engage the stakeholder and they are unavailable for whatever reason. It allows us to contact an appropriate representative from the area that we're trying to contact and bring them on to engage them. The escalations are flexible and customizable as well.

I use xMatters logs and I find that its logging capability is very accurate and useful. From my experience, it's been very helpful in diagnosing and troubleshooting issues and helping to identify whether the fault of an issue is something that I've set up in xMatters, or it's an external system that it's connected to. By looking at the logs, I can tell whether xMatters has fulfilled its operations properly and whether it's an issue within the tool or outside. Overall, I'm quite happy with the logging functionality.

We use the xMatters REST API for inbound integration, and it has been useful. From the API URL, we are able to trigger events from xMatters and streamline our processes for engaging stakeholders. It works well for us.

We have the ability to extend the functionality of the workflows using code, and this is something that I have done for some processes. For example, we post our instant communications onto a third-party platform, and xMatters will retrieve the details of those communications. It will then get a list of all of the users that we're trying to contact in the target audience and send them each a personalized message on that third-party platform, directly to them, of the communications that are sent out using the bot on that platform. That was all done through coding and it works in the background without anybody having to worry about it.

The fact that xMatters provides targeted content-rich notifications has helped to reduce response times because stakeholders are given details of what the incident is once they are contacted. Potentially, there are 20 to 30 people that can be contacted, and by having this process in place, we're able to contact vast numbers of people very quickly. The process very succinctly gives them the details of what the incident is, and it will call out the individual and bring them onto a conference bridge. This has worked well for us and it really helps us with engaging stakeholders.

What needs improvement?

The user interface could be more intuitive. Once you know what you're doing, you're fine. However, if you don't know where to start then it can be a bit difficult to figure out how to make it work and how it will function together with different tools in the Flow Designer.

When you are not familiar with integrations and you're starting fresh, looking for where to begin, it is a bit daunting and not as clear as it could be.

I would like to see more information available in the reporting, including additional metrics.

For how long have I used the solution?

I have been using xMatters IT Management for nearly four years. I began using it when I joined my current company.

What do I think about the stability of the solution?

This is a very stable and reliable product.

What do I think about the scalability of the solution?

Scalability has not been an issue for us. If we target a small audience, it works, and if we target a large audience, it works. if we need it to interact with multiple different endpoints, it will do that as well. Overall, the scalability is quite good.

We have approximately 1,500 licenses.

How are customer service and support?

The customer success managers have helped us to solve problems.

Which solution did I use previously and why did I switch?

I have not used another similar solution.

What about the implementation team?

There is no system maintenance to do, although we perform user maintenance. This is a case of developing and introducing opportunities for improvement internally, either to work with the flows and processes we've got set up, just to streamline them, or improve and better the output. This is something that we spend perhaps a few days a week on. I do the majority of work on the maintenance. Other people may give it a light touch but don't work with it to the extent that I do.

As the major Incident Support Manager, I deal with major incidents when they arise. In addition to that, I work on and develop different opportunities for improvement within MIM processes and tools.

What was our ROI?

As a company, we have seen a return on investment, but that was before I joined.

What's my experience with pricing, setup cost, and licensing?

The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost.

Which other solutions did I evaluate?

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.

What other advice do I have?

We do not use xMatters to send incident notifications, such as an alert when there is a major incident. Our primary uses are stakeholder communications and the engagement of stakeholders. We don't use the feature that allows it to act as a middleman that will receive information from monitoring tools, then pass it on to us.

My advice for anybody who is looking at xMatters is that if you're looking to send out targeted communications to end-users, whether it's a few or many, and you're trying to be very specific in your workflows, consider xMatters. It's capable of communicating on multiple platforms and in multiple ways. Also, if there is anything that you're stuck on then you can look through the forums or reach out to xMatters for help and see if they can provide you with assistance to get things working.

Overall, it's a very capable tool and if you keep working at it, it will do what you need it to do.

I would rate this solution a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Sam M Cohen
Lead Consultant, Owner and Founder at a tech consulting company with self employed
Real User
Top 5Leaderboard
Automation improves support call efficiency and response time, but the interface needs improvement

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 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, if it is an urgent ticket or a priority-one incident, then you need to make a phone call. In contrast, if it is something minor for one individual, then it's typically going to be an email and that's the extent of it.

How has it helped my organization?

The automation provided not only expedited communication, and therefore the ability to address issues, but also ensured that the data used for communication is managed.

What is most valuable?

The most valuable feature is the automation because it reduces the demand on resources. It automates the escalation of a ticket if the person doesn't answer within a certain amount of it, and it passes it on to the next person. People are required to respond, for example, by pressing the one key on the phone to acknowledge the call. If it was an email then it would require a reply or similar type of acknowledgment.

Having this level of automation is a great benefit to being able to more quickly contact people. It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket.

What needs improvement?

The integration with other systems needs to be more flexible.

The interface is a little bit rigid and can be improved. For example, it tends to operate on the attribute of a record. So, if a group has a name, it tends to want the group names as opposed to, for example, the ID of a record. It creates a problem because if you rename the record then you lose all of the connections.

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. Otherwise, all you're doing is shifting the workload from an operational standpoint to an administrative one.

For how long have I used the solution?

We began using xMatters IT Management in 2014.

PS, I am no longer with the firm and do not know if it is still in use.

What do I think about the stability of the solution?

This is a stable solution. This system runs 24 hours a day, every day of the year, and stability is not an issue.

What do I think about the scalability of the solution?

This solution is fairly scalable. In the organization where I had this running, we were handling up to 150,000 incidents per month. There were 5,000 incidents a day and an IT staff of 1,000 people. I'm not sure if it would even be cost-effective in a smaller organization.

How are customer service and technical support?

I would say that their support is above average, although not exceptional. It depends, in part, on who you were speaking with. However, part of the reason that we sometimes struggle with support is that we are outside of the norm for what is expected.

How was the initial setup?

The initial setup was complex. The reason for this is that the interface is not as sophisticated as our needs.


The configuration is partly done in the service desk tool, where it gathers the contact information or it reads it dynamically. xMatters stores the method and the parameter for contact. As an example, if the method is to contact via email then the parameter would be the email address. If the method is a phone call then the parameter would be a phone number. You can set up other methods, too, depending on how sophisticated your environment is.

Implementing and deploying the system took six months to complete, including testing to makes sure that it worked.

What was our ROI?

The cost of this solution was less than the cost of staff required for the same job, so it is saving money.

What's my experience with pricing, setup cost, and licensing?

This is a subscription-based, SaaS solution. There were some additional costs during the implementation because it was well beyond their standard configuration.

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.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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it_user817761
Development Manager at a non-profit with 1,001-5,000 employees
Real User
Reduced our response time from days or hours to minutes

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 is our primary use case?

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

How has it helped my organization?

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.

What is most valuable?

Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event.

Then, of course, there's the ability to define rotations and schedules for people who would be on call to handle those events.

What needs improvement?

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.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

We're using their cloud-based service or hosted service. We've never had any problems.

What do I think about the scalability of the solution?

We've never had any issues with scale. It's always met our needs.

How are customer service and technical support?

I would give them an excellent rating. They've been extremely responsive and always work an issue until it's fully resolved.

Which solution did I use previously and why did I switch?

We did not have a solution prior to xMatters.

How was the initial setup?

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.

What's my experience with pricing, setup cost, and licensing?

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.

Which other solutions did I evaluate?

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.

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 device provider's problem, not xMatters'.

I would give it a nine out of 10, only because there are some devices that are not supported.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
CM
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."

How has it helped my organization?

We no longer have to manage the notification process manually.

What is most valuable?

  • The ability to notify teams and monitor those notifications in real-time.
  • Time-based escalation of notifications helps us resolve issues much more quickly.

What needs improvement?

Some features that have been around a while could be refined or updated, in the same way other features of the product have been updated.

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 good thing about this setup is that you do not have to specifically target a person, or add them to the team. If they meet the criteria that has been configured for that dynamic team, the user will automatically be added to that team, and receive the notification.

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.

In contrast, 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.

If custom attributes could be exposed to the import/export process, provisioning of these dynamic teams would be much easier.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

No issues with stability.

What do I think about the scalability of the solution?

No issues with scalability.

How are customer service and technical support?

Technical support at xMatters is very responsive and knowledgeable.

How was the initial setup?

There were some issues with user-adoption, but those have been mitigated over time.

What's my experience with pricing, setup cost, and licensing?

Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features.

What other advice do I have?

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

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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