xMatters IT Management Archived Reviews (More than two years old)

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Real User
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
Feb 07 2018

What is most valuable?

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… more »

How has it helped my organization?

In the past, when there was a major incident notification, which is an outage for one of our products, we had one tool that we would use for email notification to our… more »

What needs improvement?

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… more »

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

I would definitely say it's worth the value. I wouldn't say it's expensive, but most people who pick xMatters are not going to select xMatters based on price. There are… more »

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

We originally used a tool called AlarmPoint. We used it for about the first year and a half I was here. We were planning on punting it because it wasn't very useful, and… more »

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… more »

Which other solutions did I evaluate?

We did evaluate PagerDuty, as I mentioned earlier. We had originally evaluated directly PagerDuty against xMatters, and we used each of the tools for about six months on a… more »
Real User
Director at a retailer with 1,001-5,000 employees
Jan 18 2018

What is most valuable?

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.

How has it helped my organization?

We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution. Instead of a service desk agent sending an email or… more »

What needs improvement?

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… more »

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

xMatters is pricey, but you have to consider what a critical incident costs your organization. xMatters shortens the time to resolution, so the amount saved in potential… more »

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

We had no prior 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… more »

Which other solutions did I evaluate?

We evaluated HipLink, Everbridge, and PagerDuty. xMatters had the best interface and the most functionality.
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User
Actuary
Jan 15 2018

What is most valuable?

* 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.

How has it helped my organization?

* xMatters made it easier to implement our roster of people who receive alarms using the REST API. * The cloud solution reduces alarming to the core, which means no need to provision your server, which is great.

What needs improvement?

* 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.
Real User
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
Jan 15 2018

What is most valuable?

* The UI: It is easily navigable. * For our organization, sending notifications out via subscriptions for outages.

How has it helped my organization?

It has not improved our organization.

What needs improvement?

* On-call management scheduling is difficult. * We would like to see the integration between our ITSM solution and xMatters.

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

I do not think it is worth the value. I think it costs too much. It does not do anything significant over what some out-of-the-box functionality of the ITSM tool can do. I would advise people to… more »

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… more »

Which other solutions did I evaluate?

This product was already purchased by the time I came to the company. I just had to implement it. Because of budget and our mandatory upgrades in ServiceNow, we just have not had time to devote to… more »
Real User
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
Jan 08 2018

What is most valuable?

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… more »

How has it helped my organization?

The automation of the tool and the way it integrates with ServiceNow has improved out IT operations. Also, users can manage their own devices, which has saved our… more »

What needs improvement?

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… more »

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

I do not get involved with pricing, since I am on the technical side of the tool.

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

No, we did not have a previous solution. We have always had xMatters and have been satisfied with the product.

What other advice do I have?

I would recommend them to use the SaaS solution and tie it into their ITSM tool.

Which other solutions did I evaluate?

I can’t remember if we evaluated others. It has been 16 years since we purchased xMatters.
Real User
Sr. Manager Enterprise Tools
Jan 08 2018

What is most valuable?

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… more »

How has it helped my organization?

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. xMatters handles the communication… more »

What needs improvement?

Integrations seem to be the most difficult part. Once setup though, they work well.

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

Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later.

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

We used manual methods previously, so this was a great improvement.

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… more »

Which other solutions did I evaluate?

No. One of the biggest issues for us was an ability to integrate with our ITSM solution. As xMatters is a partner of our ITSM vendor, integration was not a concern. Being… more »
Real User
Tools Engineer at a energy/utilities company with 10,001+ employees
Jan 08 2018

What is most valuable?

* ServiceNow integration for paging-related to incident management. * Web and smartphone app interface for paging support groups for critical incidents. * Web service… more »

How has it helped my organization?

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… more »

What needs improvement?

* 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… more »

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

This is our biggest issue: licensing. Our customer has only purchased a set number of full licensed users, and we are constantly running up against our license limit. To… more »

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

We used a legacy, half in-house written, half vendor supported on-premise solution. Our customer desired a cloud-hosted solution to take advantage of new technologies… more »

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… more »

Which other solutions did I evaluate?

Our customer evaluated a few other products. I am not at liberty to reveal which ones, only that xMatters came in with the best presentation and demo to impress the… more »

What is xMatters IT Management?

xMatters is an actionable IT alerting platform that relays data between systems while engaging the right people to resolve incidents faster. xMatters automates and brings structure to communication so you can proactively prevent outages, resolve incidents, and keep the right people informed. xMatters brings your toolchain together to empower IT and Development enabling the connectivity among your solutions as well as the handoffs in your process. www.xmatters.com
Also known as
xMatters
xMatters IT Management customers
US Bank, Tesco, Fujitsu, HubSpot, Conoco Philips, Walgreens, IHG, CA Technologies, Fiserv, Optus, Sky, Kellogg's, 3M
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