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xMatters

Score10 out of 10

20 Reviews and Ratings

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What is xMatters?

xMatters is an IT alert management solution for enterprises. It is cloud-based incident management software that enables business processes or applications to trigger two-way communications (text, voice, email, SMS, etc.) during time-sensitive events.

Categories & Use Cases

Reviews

What users are saying about xMatters.
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xMatters Experience

Prashanth Thalla
Senior Software Engineer in Information Technology at kohls (201-500 employees employees)

Use Cases and Deployment Scope

critical issues it is a tool where we page Core SRE's & BT members whenever there is an issue, Also for getting alert notifications when new incidents are created from any of the sources, It is used for Incident pager duty configurations from on-call and shift engineers. alerting system was good

Pros

  • quick communication
  • easy to integrate with BT when we face an issue
  • scheduling the calls as per shifts

Cons

  • granular notification settings
  • Allowing users to create custom integration templates would provide more flexibility and control over how xMatters integrates with their systems
  • Additional built-in integrations with other applications would be an area of improvement.

Return on Investment

  • xMatters, an IT alerting platform, generally has a positive impact on organizations
  • However, it can also have some negative impacts, such as causing alert fatigue due to false positives and potential difficulties with configuration or customization.

Usability

Alternatives Considered

ServiceNow Now Platform, Azure DevOps Server and Everbridge IT Alerting

Other Software Used

Microsoft Teams, Slack

xMatters on-call scheduling is great and worth it.

Incentivized
Jordan BoeveView profile
Sr. Software Developer in Information Technology at Symetra (1001-5000 employees employees)

Use Cases and Deployment Scope

We use xMatters to forward alerts from applications and services running in AWS to MS Teams channels, e-mail, and text messages to our on-call resources.

Pros

  • Redirects alerts to the appropriate audience
  • Easy to configure
  • Convenient on-call scheduling and prioritization

Cons

  • Some UI elements make finding configuration difficult, for example, it takes several clicks to find a script on an object in the flow chart.

Most Important Features

  • On call scheduling
  • Integrations with other services

Return on Investment

  • xMatters has helped our organization with addressing issues in production

Alternatives Considered

Amazon CloudWatch, Kibana and Amazon Simple Notification Service (SNS)

Other Software Used

Apigee Sense, Amazon CloudWatch, Kibana

xMatters Really Matters in Incident Management

Incentivized
Leslie Rowe, M.S., ITIL CertifiedView profile
Senior Director, Technology - Enterprise Operations Center in Information Technology at Cox Automotive (10,001+ employees employees)

Pros

  • Stakeholder communication
  • Flexible pricing model

Cons

  • User interface could be more intuitive
  • Local account managers could be more prevalent

Return on Investment

  • Reduced system downtime
  • Enhanced engineer on-call management

Alternatives Considered

PagerDuty, VictorOps and ServiceNow Now Platform

Other Software Used

PagerDuty, ServiceNow Now Platform, SolarWinds Netflow Traffic Analyzer

xMatters trustradius review

Incentivized
Alain CoteView profile
Conseiller en surveillance in Information Technology at Desjardins (10,001+ employees employees)

Pros

  • On duty schedule management
  • Integrations with alerting and ticket platforms

Cons

  • Alert and teams statistics dashboard
  • Search features

Return on Investment

  • Faster incident resolution
  • Better communication in our event and incident processes

Other Software Used

System Center Operations Manager, Dynatrace

xMatters is the way to go

Incentivized
Geoffery Castro
Systems Enginner in Engineering at Red Lobster (10,001+ employees employees)

Pros

  • API calls, we can create an API ourselves to integrate with other applications. This allows more teams to be notified of a critical alert instead of waiting for someone to call them when a problem is reported.
  • The on-call schedule where you might need to have a replacement is fairly simple. You can easily change with someone else and still keep the rest of the schedule in place. It also sends an email to the person you are trading with so they know when they are on-call.
  • Their support team is really helpful and quick to respond when you open a ticket. There hasn't been an issue that hasn't been resolved in less than a day. They stay really on-top of things.

Cons

  • I wish we could create custom groups without having to open a ticket and have them create it for us. I needed team leads to have the ability to change the scheduling of their own on-call teams. If I granted them a specific group xMatters has built in, it would give them access to change everyone's schedule.

Return on Investment

  • Quicker response times for on-call personnel.
  • Managers are able to pull reports faster for any incidents escalated to their team.
  • When needing to contact another on-call associate from another team, xMatters provides conference bridge lines. You don't have to set up meetings through Outlook or Skype.