xMatters Scalability

NY
Director of Enterprise Reporting, Visualization & Analytics at a university with 1,001-5,000 employees

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.

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Dean-Robinson - PeerSpot reviewer
Sr. Developer at a media company with 10,001+ employees

The product is very scalable. We had a hectic few years, but I've seen the improvements made in terms of scalability options, and it's to our detriment that we have yet to spend time looking into those.

We have over 2,000 licenses, 1,970 of which are taken, with 428 support groups using on-call across two systems, one for us and one for our parent company. Each support group has at least one rota manager with access to the interface to go in and set up the rotas, shifts, and particulars for their group. All users and groups are on the same instance of xMatters, even though the callouts are triggered from two different ServiceNow platforms. We have incident managers with elevated roles who can use Engage functionalities such as conference bridging and some extras. We have some admins building out workflows and various other users, including rota managers and standard end users spread across several countries.

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Larry Radtke - PeerSpot reviewer
Intermediate Infrastructure Software Administrator at Gordon Food Service

Its scalability is excellent. It is very scalable.

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xMatters
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LM
Manager - Situational Awareness Engineering at a transportation company with 10,001+ employees

We haven't had any issues scaling.

We have a little over 2,700 users and they include developers, people in operations, IT leaders, some managing directors, directors, and managers. Their main use cases are to either resolve an issue or to log an FYI saying, "This issue is ongoing at the moment."

We don't have plans to increase our usage of the solution. We've grown over the last three years and we have tapped out on growth. Unless we hire a lot more people in IT, I don't think there will be a need for us to grow.

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JP
ITSM Lead at a manufacturing company with 5,001-10,000 employees

The most maintenance, which I have been doing, has been adding and removing users. This could be solved if they had enough licenses, so when we add them to ServiceNow, they would automatically be assigned an xMatters license.

Adding users is five minutes per user, but we don't really have a lot of users in the environment. We have 200-something from time to time. We only give licenses to team leads, managers, directors, vice presidents, and C-level executives. It is not like we have a lot of users who come in and go all the time. Once in a while, they tell me somebody has left and ask me to remove their license. That does not take a lot of time.

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LD
Platform Architect at a financial services firm with 10,001+ employees

It's very scalable, but because we are such a large organization, when we originally signed up for the current contract that we're on now, the throughput that we signed up for was a lot lower than what we needed. To get the throughput that we needed, we had to pay a lot more than what we originally costed for, but you get what you pay for. We handicapped ourselves by not buying the advanced product earlier.

At the moment, we have about 30,000 users. These users are mainly IT operations users, but there is a group of senior execs who also receive notifications. So, we've got senior execs on the business and IT side and the IT support community who use the system on a regular basis or on a daily basis.

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HF
Principal Program Manager at a energy/utilities company with 10,001+ employees

I believe that xMatters is highly scalable. Senior management sees the value of this tool, and we are looking to expand our user base. We have about 200 users right now, and we're getting requests every day to add more teams to it. There is an executive group, which includes our CIO and all of her direct subordinates, and we have a workflow if we need to notify executive leadership down to first-level technicians. Those are the people you want to get on a call with first to evaluate an issue. It's used at all levels of the organization.

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Joseph Yin - PeerSpot reviewer
Business Applications Analyst at a comms service provider with 5,001-10,000 employees

xMatters is extremely scalable and extensible. The design gives you a lot of freedom on the applications that you want to integrate with xMatters. Therefore, they already have a large inventory of different application templates that you can utilize. 

There has never been an interruption because the traffic and the volume are high. This means that our external system can properly be integrated with xMatters, which will handle an alert without delay nor compromising the quality or timeliness of our delivery.

Our end user can be a group supervisor, meaning that they are the people who manage the group and on-call rosters. There are also developer roles. Those are the users who are doing workflow with development and integration setup. Lastly, there are just general users who are part of the on-call roster. They will get notifications when something happens that they need to take action against. 

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AC
Incident and Major Incident Manager at Brinks Incorporated

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.

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Nikita Chandapur - PeerSpot reviewer
Software QA Analyst at ViaSat

We have about 200 people who use it. We use Slack, Jira, and xMatters for our on-call work. We have already integrated it with Slack, but I'm not sure how it works with Jira. I don't know if it can be integrated with Jira. That is something that we will have to explore.

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RB
Major Incident Support Manager at Telefónica

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.

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PC
Director, Information Services at LINARO LTD

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.

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GL
Senior Systems Analyst at a government with 10,001+ employees

To my knowledge, it's extremely scalable, although we have not scaled it at this point.

Currently, we have 170 end-users. 

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RS
Staff Platform System Admin at BMC Software, Inc.

In terms of scalability, I'm managing two different instances of xMatters and someone else is taking care of the customer support instance. I believe that instance has 9,000 licenses. For IT we recently purchased 30 more so now we now have 180, and for our SaaS instance there are 200.

Whether we will increase our usage of xMatters will depend on how our business develops.

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NA
Senior Service Delivery Manager at Telegraph Media Group

It is definitely scalable. We have our incident communication that goes out, and we also use it for our business continuity, which is specifically set up for emergency purposes where we are able to send text messages out to the entire company. In terms of scalability, it is highly scalable. It is nice because you can tailor it to your own specific requirements even as they change. The one main thing for us would be the scheduling part of it so that if there was an incident, it contacts the right on-call person. However, our technical teams use PagerDuty for that. In our team specifically, which is the service delivery department, we use xMatters to notify of major incidents.

On our side, it is my team, which is the service delivery team. There are four of us, and then there is the services team as well. So, the services team uses xMatters for business continuity, which is to notify people. For example, in a fire emergency, everyone has to leave the building. So, there are two specific teams that use xMatters: the services team and the service delivery team.

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SC
Lead Consultant, Owner and Founder at a tech consulting company with self employed

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.

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it_user815535 - PeerSpot reviewer
Sr. Manager & Product Owner at a transportation company with 10,001+ employees

In terms of scalability, there haven't really been any issues. We use the On-Demand version, which is the cloud version, not the on-prem, and we've never had any issues with the scalability.

Maybe, if there are a lot of people to be notified during a particular incident - if we're talking a couple of hundred people for instance - it takes a little while for everybody to get called, which I would expect. But I've never really thought about that as a scalability issue. In the end, everyone who needs to get notified gets notified.

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NC
Service Delivery Coordinator at a computer software company with 10,001+ employees

With our limited experience, it seems to be perfectly scalable. You can make it do as much or as little as required. The ability to make those changes very quickly in a live environment is very good because if a new requirement comes in, we can turn it around almost as quickly as we can type. There are very few barriers to stop you from scaling as required.

In our environment, we have less than a thousand users.

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SK
Works with 201-500 employees

Its scalability is very good. We probably have about 20 to 25 uses in total. For the IT instance, it is our IT team that is using the instance. For business continuation, it is our HR team. We have plans to increase the usage of the product.

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CM
IT Production Assurance Manager at a wholesaler/distributor with 10,001+ employees

No issues with scalability.

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AA
Engineer at a financial services firm with 10,001+ employees

The number of users that we have across the whole organization is around 6,000. They could be using it in three different ways. One as administrators, where they're administering a group or workflow. Another is an initiator of a notification, where they would go into xMatters, fill out the form, and then submit or send the notification. and then, there is also a large audience around the world that is a recipient of the notifications. They are the users who only receive notifications so they can be aware of an event or participate in troubleshooting activities.

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RS
Staff Platform System Admin at BMC Software, Inc.

As of now, we haven't had any downtime - the app being a SaaS platform. It clearly mentions the Infra and the service provided is 100%.

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it_user803532 - PeerSpot reviewer
Director at a retailer with 1,001-5,000 employees

No. We chose xMatters over other products because we felt it could grow with our organization. We have expanded its functionality, but there are still features we plan to use later, like geographic location-based notifications.

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it_user798231 - PeerSpot reviewer
Tools Engineer at a energy/utilities company with 10,001+ employees

We have not noticed any scalability issues in the two years that we have used the system. We average 2000 voice and 35,000 SMS, with as many email deliveries per month.

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it_user798234 - PeerSpot reviewer
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
it_user817761 - PeerSpot reviewer
Development Manager at a non-profit with 1,001-5,000 employees

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

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it_user801684 - PeerSpot reviewer
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees

If you are willing to pay for the licensing of it, it is able to scale out. Also, the integration that they currently have with ServiceNow is very limited.

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it_user798237 - PeerSpot reviewer
Sr. Manager Enterprise Tools at a tech company with 51-200 employees
Buyer's Guide
xMatters
March 2024
Learn what your peers think about xMatters . Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.