xMatters Really Matters in Incident Management
January 15, 2020

xMatters Really Matters in Incident Management

Leslie Rowe, M.S., ITIL Certified | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with xMatters

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.

Pros

  • Stakeholder communication
  • Flexible pricing model

Cons

  • User interface could be more intuitive
  • Local account managers could be more prevalent
  • Reduced system downtime
  • Enhanced engineer on-call management
xMatters is a market leader among many new burgeoning products in the stakeholder notification space. They are historically one of two original enterprise products in this space. Great client base of large companies and good reputation. xMatters offers flexible licensing models, depending on functional needs. It's easy to learn and use but slightly more difficult to administer.
National support of large enterprises is great—very responsive. Local account teams are few.

Do you think xMatters delivers good value for the price?

Yes

Are you happy with xMatters's feature set?

Yes

Did xMatters live up to sales and marketing promises?

Yes

Did implementation of xMatters go as expected?

Yes

Would you buy xMatters again?

Yes

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.

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