xMatters IT Management Valuable Features

Dan Russo
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts, so that is a very valuable feature to me. And the ability to notify and get everybody on a conference call, rapidly, is also very important. It serves as our communication hub. We're able to point all of our alerting tools at xMatters and have it route alerts to the right people at the right time. We're able to generate major instant notifications for product outages, get all of our people on the bridge at the same time, and include information from our monitoring tools with that. So everyone is speaking the same language and seeing the same information. We're able to route those notifications not only to people, but also to other tools like Slack channels, where everyone can get in and collaborate. View full review »
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
* The UI: It is easily navigable. * For our organization, sending notifications out via subscriptions for outages. View full review »
Tools Engineer at a energy/utilities company with 10,001+ employees
* ServiceNow integration for paging-related to incident management. * Web and smartphone app interface for paging support groups for critical incidents. * Web service integration for paging from legacy scripts. * User interface for support group schedule management. View full review »
Find out what your peers are saying about xMatters, Everbridge, PagerDuty and others in IT Alerting and Incident Management. Updated: September 2019.
371,917 professionals have used our research since 2012.
Sr. Manager Enterprise Tools
One of the most valuable features is the integration with our ITSM solution. This allows P1 and P2 incidents to automatically do notifications to the group that they are assigned to. The groups can maintain their on-call rotations and methods of notification in xMatters. This will automatically go through a list until an alert is acknowledged, which will assign an incident to the person that acknowledged the alert. Having this automated has led to a significant improvement in incident resolution time (resolution can now occur quicker than the time to previously contact the correct person). All attempts are also logged to determine what occurred when and if they are successful or not. Being SaaS-based is also a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device. View full review »
Luke Smith
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
Using xMatters to notify our IT and Emergency Management partners is vital for bringing back IT services and notifying our partners about emergencies. Having our users manage their own notification devices within xMatters is huge, since it takes the burden off our datacenter. In the past, the datacenter would have to keep up all the on-call lists and rotations. Now, it is all automated in xMatters, which is a huge win. We have a two-way integration with ServiceNow, so incident notifications go directly to xMatters. Then, when the on-call person accepts the notification, it communicates back to ServiceNow and updates the ticket with the person who accepted the xMatters notification and puts the state to work in progress. This automation allows our datacenter to see the ticket has been accepted and is being worked. We also key our SLAs off the incident ticket being accepted and work so it keeps everything running smoothly. View full review »
Development Manager at a non-profit with 1,001-5,000 employees
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. View full review »
Adam Zollars
Director at a retailer with 1,001-5,000 employees
Conference bridging and on-call schedule management. xMatters allows us to define scenarios that notify only the necessary people when we need to open a conference bridge. View full review »
IT Production Assurance Manager at a manufacturing company with 1,001-5,000 employees
* The ability to notify teams and monitor those notifications in real-time. * Time-based escalation of notifications helps us resolve issues much more quickly. View full review »
Stefan Süss
* The REST API has given us the chance to move away from manual work to fully automated updates. * The app gives way more information than a standard text message, making it more comfortable to interact with. View full review »
Find out what your peers are saying about xMatters, Everbridge, PagerDuty and others in IT Alerting and Incident Management. Updated: September 2019.
371,917 professionals have used our research since 2012.
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