xMatters Reviews

9 Ratings
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Score 9.6 out of 100

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Reviews (1-6 of 6)

Leslie Rowe, M.S., ITIL Certified | TrustRadius Reviewer
January 15, 2020

xMatters Really Matters in Incident Management

Score 9 out of 10
Vetted Review
Verified User
Review Source
xMatters is used as a Major Incident communications tool, used by a significant portion of our company. It enables seamless communication of technology and facilities incidents to stakeholders to speed up remediation and manage customer expectations.
  • Stakeholder communication
  • Flexible pricing model
  • User interface could be more intuitive
  • Local account managers could be more prevalent
xMatters is a market leader in major incident management and on-call notification services. It helps to identify issues proactively to reduce downtime and speed remediation. It is a critical tool for any ITSM suite of tools, particularly for large organizations with multiple on-call rotations which need to be managed independently and flexibly.
National support of large enterprises is great—very responsive. Local account teams are few.
Read Leslie Rowe, M.S., ITIL Certified's full review
Anonymous | TrustRadius Reviewer
February 06, 2020

During incidents, focus on what matters with xMatters!

Score 10 out of 10
Vetted Review
Verified User
Review Source
XMatters is primarily used as our incident management tool. It is incredibly critical to our IT operations and support organizations that can leverage the tool to resolve incidents quickly.
  • Communication of troubleshooting bridge information
  • On-call scheduling
xMatters is the best tool for incident management in a large scale organization such as American Airlines. With thousands of engineers in geographically separated locations, xMatters is instrumental in easing communication barriers and focusing on incident resolution.
xMatters has Great support!
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Alain Cote | TrustRadius Reviewer
January 02, 2020

xMatters trustradius review

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use xMatters for all of our communications for ticketing, alerting, schedule management. Our on-duty teams and incident management processes rely heavily on xMatters. We have configured pager, SMS and email communication devices for thousands of users. We configured and use a ticketing system integration so users can own tickets directly from the xMatters application or by a simple email reply.
  • On duty schedule management
  • Integrations with alerting and ticket platforms
  • Alert and teams statistics dashboard
  • Search features
The Saas platform is easy to use and setup. Lots of integrations are available for ticketing systems and different notifications types. The application available for IOS and Android is easy to set up and use.
Easy to reach effective support. Good communication of downtime and releases.
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Anonymous | TrustRadius Reviewer
October 04, 2019

xMatters - An Enterprise Level Event Notification Tool

Score 9 out of 10
Vetted Review
Verified User
Review Source
xMatters is being used as the event alerting tool in my organization. This is used across all departments by their respective IT Teams. Whenever an event is triggered a ticket is logged in the ticketing tool and an event is thrown to the xMatters queue which then decides based on pre-filled event handler information and on-call person roster, whom to inform about the alert. Users are able to acknowledge the alerts from within the call, app or email received from xMatters. Further, it's being used as an Incident Communication tool to inform intended recipients about critical incidents impacting the systems.
  • Close to real-time alert notifications over preferable options, like phone call, text, email, or app notification.
  • Automated incident communication about critical system outages based on alerts received in the system.
  • Automated on-call roster and notification deliveries to SME.
  • Can improve Android app UI.
  • Can provide plug and play integrations for several other third-party tools as well.
  • Over Voice Call alerts, more accent options could be added to localize the call message delivery for a better user experience.
xMatters is well suited if you are looking for an alert notification tool that can integrate with ServiceNow or Remedy and can update them on a real-time basis from remote locations through a variety of options.
It can also work well for customized alerting tools by integrating it with that tool using REST API Framework.

It's not an alert identifier tool, so you will always need an alert identification tool to look out for critical events and instruct xMatters for the alerts to be notified.
xMatters has a good support team that respond in a timely fashion within the agreed SLA with our company.
They also have elaborate documentation on how to onboard xMatters in your organization, how to administer it and use it. They have very good fault mitigation capability which helps us to get quick recovery in case of system failures.
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Geoffery Castro | TrustRadius Reviewer
May 27, 2019

xMatters is the way to go

Score 9 out of 10
Vetted Review
Verified User
Review Source
We have been using xMatters for about a year now. All of our on-call teams are setup and receive critical alerts. Our process flow is started with a ServiceNow Incident and then if it meets the critical alert status, xMatters takes it and alerts the proper parties. We don't have a bridge conference calling system other than Skype and sending out invites for them to join. Makes it kind of messy, with xMatters we are able to send an alert out to their mobile device for the appropriate parties to join. I'm hopeful we can use this in our restaurants for refrigeration systems if there is a power outage or hardware failure. Along with their weather monitoring system for when storms come. I recommend this product for anyone looking for a monitoring system. It has been a great improvement from our other vendor we used to have.
  • 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.
  • 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.
We use xMatters for our alerting on critical matters. ServiceNow is our incident management system and it ties into xMatters. When a critical alert is generated it will notify the appropriate party. I'm trying to see if two other departments can use it. We are looking for a refrigeration system and for weather alerts when bad storms are coming.
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Anderson Costa | TrustRadius Reviewer
May 11, 2016

My xMatters Experience

Score 10 out of 10
Vetted Review
Verified User
Review Source
xMatters is being used by our team as a notification tool for our monitoring products. It helps us to quickly address the right people to work on a specific issue/alert/message.
  • Ease of usage
  • Different methods of integration with other tools and applications.
  • Fast learning curve.
  • The search functionality when looking for past events can be a little tricky.
In our scenario we are using xMatters to integrate with IBM Omnibus where Omnibus receives different types of events from our monitoring tools and fires xMatters notifications for our on call groups.
Read Anderson Costa's full review

About 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:  IT Alert Management

xMatters Technical Details

Operating Systems: Unspecified
Mobile Application:No