xMatters IT Management Room for Improvement

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. View full review »
AssocDiraa2b
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
* On-call management scheduling is difficult. * We would like to see the integration between our ITSM solution and xMatters. View full review »
BrianAdam
Tools Engineer at a energy/utilities company with 10,001+ employees
* Reporting could always be improved. Most of the data for events could be exported to csv files, but sometimes multiple csv files have to be combined to provide a full picture of multiple events for one issue. * Integration assistance. 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. If you are not a Java developer, it can be a daunting task to create an inbound or outbound integration yourself. View full review »
KenWood
Sr. Manager Enterprise Tools
Integrations seem to be the most difficult part. Once setup though, they work well. View full review »
Luke Smith
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
I suppose there is always room for improvement, but we have been very happy with the product. I suppose they could make the product more customizable, but they have been working on this with forms and scenarios that you can modify. We have not really taken full advantage of this new feature since we went from on-premise to the xMatters SaaS version. View full review »
Developma128
Development Manager at a non-profit with 1,001-5,000 employees
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. View full review »
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, so we can maintain event history and link it to Incidents. View full review »
ITProducba92
IT Production Assurance Manager at a manufacturing company with 1,001-5,000 employees
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. View full review »
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. View full review »

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