xMatters IT Management Overview

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

What is xMatters IT Management?

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

To learn more, request a demo.

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

xMatters IT Management is also known as xMatters.

Buyer's Guide

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

xMatters IT Management Customers

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

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

xMatters IT Management Video

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it_user815535
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
Real User
We're able to generate email, voice, and mobile push notifications, all managed from one place

What is our primary use case?

We have two primary use cases. One is alert notification and escalation. The other is major incident notification.

Pros and Cons

  • "Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."
  • "People are able to go in and update their contact information and even set things like when they're going to be on vacation and who their backup is."
  • "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."
  • "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."
  • "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."

What other advice do I have?

I would say, before you begin with implementation, you should really have a good idea of what your notification standards and policies are. Completely irrespective of a tool or technology, if your process isn't rock solid, and if you haven't really thought out your process and what you're trying to achieve, it's going to make it much more difficult to try to implement the product itself. So before you begin implementation, really plan ahead of time. Understand what it is you're trying to achieve, understand how you're going to measure the success of the project, and have all of your standards…
it_user803532
Director at a retailer with 1,001-5,000 employees
Real User
Reduced the time it takes to resolve major incidents

What is our primary use case?

* Major Incident Management * Hosting conference bridge calls. * Managing IT Support on-call schedules.

Pros and Cons

  • "We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution."
  • "It helped change behavior across the organization to improve accountability."
  • "Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."
  • "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."

What other advice do I have?

Consider the functionality you are looking for based on your organization’s need. Also, consider the integration options with your ticketing system and other alerting systems your organization uses.
Find out what your peers are saying about Everbridge, PagerDuty, Atlassian and others in IT Alerting and Incident Management. Updated: June 2021.
512,221 professionals have used our research since 2012.
it_user800397
Actuary
User
Made it easier to implement our roster of people who receive alarms using the REST API

What is our primary use case?

We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing).

Pros and Cons

  • "We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing)."
  • "Made it very easy to implement our roster of people who receive alarms with the REST API."
  • "The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."
  • "​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."
it_user801684
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
Real User
It is very complex, hard to use, hard to navigate, and reschedule things. Though, the customer service is quite responsive.

What is our primary use case?

The tool itself works well, but when you try to apply real world use cases against it, it comes down a rating scale quite significantly (hence why it is a five out of 10). The feedback we get from our team managers to modify their schedules, it is very complex, hard to use, hard to navigate, and reschedule things. Therefore, my team ends up having to do this. From a scheduling standpoint, this is actually causing more work than what we had with Excel spreadsheets.

Pros and Cons

  • "The UI: It is easily navigable."
  • "For our organization, sending notifications out via subscriptions for outages."
  • "The customer service is quite responsive. They are quick to answer your calls or emails."
  • "It has not improved our organization."
  • "On-call management scheduling is difficult."
  • "We would like to see the integration between our ITSM solution and xMatters."
  • "We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."

What other advice do I have?

Be very careful on what type of use cases you have. It is going to require a lot of customization in order to meet real world requirements for sending out notifications. It seems to work decent for major incidents as long as the major incidents are short and sweet. Again, it does require custom code to notify on subscriptions and a limitation on your subscription templates is an issue as well.
it_user798234
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
Real User
Having our users manage their own notification devices within the tool is huge, since it takes the burden off our datacenter

What is our primary use case?

We use this tool for our primary IT and Emergency Management notification tool. We use it to send incident notifications from ServiceNow. Our datacenter command center uses xMatters to send out outage and emergency notifications.

Pros and Cons

  • "Support has been great. They responded very quickly to all the support cases that I have submitted.​"
  • "Having our users manage their own notification devices within xMatters is huge, since it takes the burden off our datacenter."
  • "They could make the product more customizable."

What other advice do I have?

I would recommend them to use the SaaS solution and tie it into their ITSM tool.
it_user798237
Sr. Manager Enterprise Tools
Real User
It has been easy to use and very reliable

What is our primary use case?

On-call notifications.

Pros and Cons

  • "It has been easy to use and very reliable."
  • "Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."
  • "This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send."
  • "​Integrations seem to be the most difficult part. Once setup though, they work well.​"
  • "Support may take longer than desired to resolve some issues."

What other advice do I have?

It has been easy to use and very reliable. The only potential concern is professional services. They are capable, but like to bill on an hourly basis. I would recommend having what you want them to do clearly defined upfront and keep close tabs on their progress as the hours can go by quickly if you do not keep on top of them.
it_user798231
Tools Engineer at a energy/utilities company with 10,001+ employees
Real User
​On-Demand technical support is excellent. Quick to respond and resolve any issue.​

What is our primary use case?

On-Demand IT Support group paging for critical incidents and paging from ServiceNow integration for incident management.

Pros and Cons

  • "The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."
  • "By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."
  • "We have not noticed any scalability issues in the two years that we have used the system."
  • "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."

What other advice do I have?

Include Professional Services in the contract for implementation to assist you through all the hurdles of things that you do not know about the product. Since this is a cloud-hosted On-Demand solution, they have to be involved anyhow. Having them there to assist during implementation takes the pressure off allowing you to focus on the migration from the legacy systems.
Buyer's Guide
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