# ServiceNow IT Service Management vs xMatters Comparison
---
## AI Generated Summary
- **G2 reviewers report** that xMatters excels in its **low-code flow designer** , which allows users to create complex workflows visually without needing to write code. This feature is particularly appreciated by non-technical teams, making it easier for them to develop intricate processes.
- **Users say** that ServiceNow IT Service Management stands out for its **seamless ticket routing automation** and deep integration with the CMDB. This centralization of active incidents into a single interface simplifies monitoring and managing complex user requests, enhancing overall efficiency.
- **Reviewers mention** that xMatters provides **two-way notifications** , which have proven invaluable during live incidents. Users appreciate that alerts not only send messages but also ensure that responses are tracked effectively, enhancing reliability during critical situations.
- **According to verified reviews** , ServiceNow IT Service Management offers robust **customization options** and easy reporting capabilities. Users highlight the ability to design personalized dashboards based on SLA and OLA standards, which helps in aligning IT operations with business goals.
- **G2 reviewers note** that xMatters has a higher score in **quality of support** , with users praising the responsiveness and helpfulness of the support team. This aspect is crucial for organizations that rely on timely assistance to resolve issues quickly.
- **Users report** that while both platforms have their strengths, ServiceNow IT Service Management has a larger market presence and a higher overall G2 Score, indicating a broader user base and potentially more resources for ongoing development and support.



| | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 1,904 | 789 | 
| **Largest Market Segment** | Enterprise (73.0% of reviews) | Enterprise (57.5% of reviews) | 
| **Entry Level Price** | No pricing available | Free 10 Users Per Month | 

---
## Top Pros & Cons

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

### xMatters

Pros:
- Alerting System (62 reviews)
- Ease of Use (54 reviews)

Cons:
- Complexity (26 reviews)
- Learning Curve (22 reviews)

---
## Ratings Comparison
| Rating | ServiceNow IT Service Management | xMatters | 
|---|---|---|
  | **Meets Requirements** | 8.9 (920 reviews) | 9.2 (540 reviews) | 
  | **Ease of Use** | 8.5 (1384 reviews) | 8.9 (564 reviews) | 
  | **Ease of Setup** | 8.2 (768 reviews) | 8.8 (343 reviews) | 
  | **Ease of Admin** | 8.6 (337 reviews) | 8.8 (188 reviews) | 
  | **Quality of Support** | 8.6 (1003 reviews) | 9.1 (459 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (332 reviews) | 9.3 (180 reviews) | 
  | **Product Direction (% positive)** | 8.9 (919 reviews) | 9.2 (532 reviews) | 

---
## Pricing

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### xMatters

#### Entry-Level Pricing

Plan: Free

Price: Free 10 Users Per Month

Description: Helps small teams automate away issues - for free

Key Features:
- Global on-call scheduling
- Manage shifts
- On-Call Reminders

[Learn more about xMatters](https://www.g2.com/products/xmatters/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 676 |
| **xMatters** | N/A | N/A |

#### Administration

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Change Management** | 9.2 (334 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.8 (258 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.8 (324 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Help Desk** | 9.4 (403 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.3 (325 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 9.1 (374 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Reporting** | 8.9 (324 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.7 (244 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.8 (242 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.9 (241 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.4 (221 reviews) | Not enough data | 

#### Functionality

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Ticketing System** | 9.5 (416 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.7 (229 reviews) | Not enough data | 
| **Alerting** | 8.7 (233 reviews) ✓ Verified | Not enough data | 
| **Automation** | 9.0 (347 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (55 reviews) | Not enough data | 
| **Multi-step Planning** | 7.5 (47 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (140 reviews) | Not enough data | 
| **Adaptive Learning** | 7.5 (47 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.4 (50 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (50 reviews) | Not enough data | 
| **Decision Making** | 7.6 (51 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.2/10 | 311 |
| **xMatters** | 8.6/10 | 394 |

#### Monitoring

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Constant Monitoring** | 8.9 (225 reviews) ✓ Verified | 9.3 (325 reviews) | 
| **Timely Alerts** | 9.1 (240 reviews) ✓ Verified | 9.5 (367 reviews) ✓ Verified | 
| **TIcket Accuracy** | 9.1 (246 reviews) ✓ Verified | 9.1 (323 reviews) ✓ Verified | 
| **AI Monitoring** | 7.6 (32 reviews) | 7.8 (36 reviews) | 

#### Management Tools

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Ticket Assignment** | 9.2 (252 reviews) ✓ Verified | 9.2 (328 reviews) | 
| **Standardization** | 9.1 (253 reviews) | 9.2 (330 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 8.7 (236 reviews) ✓ Verified | 9.0 (300 reviews) ✓ Verified | 

#### Generative AI

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **AI Text Generation** | 8.3 (107 reviews) | 8.3 (80 reviews) | 
| **AI Text Summarization** | 8.3 (123 reviews) | 8.5 (85 reviews) | 

#### Agentic AI - Incident Management

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (27 reviews) | 7.9 (38 reviews) | 
| **Multi-step Planning** | 7.4 (28 reviews) | 8.1 (34 reviews) | 
| **Cross-system Integration** | 7.9 (34 reviews) | 8.8 (55 reviews) | 
| **Adaptive Learning** | 7.5 (27 reviews) | 8.5 (28 reviews) | 
| **Natural Language Interaction** | 7.8 (27 reviews) | 8.3 (28 reviews) | 
| **Proactive Assistance** | 7.8 (29 reviews) | 8.5 (31 reviews) | 
| **Decision Making** | 7.8 (29 reviews) | 8.3 (34 reviews) | 

### ServiceNow Store Apps

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | N/A | N/A |
| **xMatters** | 8.8/10 | 88 |

#### ServiceNow Apps

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **ServiceNow Integration** | Not enough data | 9.4 (73 reviews) | 
| **Value** | Not enough data | 9.3 (74 reviews) | 

#### Agentic AI - ServiceNow Store Apps

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.1 (9 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (6 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | N/A | N/A |
| **xMatters** | 8.3/10 | 18 |

#### Generative AI

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 

#### Agentic AI - IT Alerting

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | 8.3 (17 reviews) | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 404 |
| **xMatters** | N/A | N/A |

#### Incident Management

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Automate Ticket Routing** | 9.0 (330 reviews) | Not enough data | 
| **Ticket Prioritization** | 9.0 (325 reviews) | Not enough data | 
| **Ticket Notifications** | 9.1 (331 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (320 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.8 (304 reviews) | Not enough data | 

#### Reporting

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Dashboards** | 8.8 (327 reviews) | Not enough data | 
| **Time Tracking** | 8.8 (290 reviews) | Not enough data | 
| **Surveys** | 8.5 (179 reviews) | Not enough data | 

#### Access & Usability

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Mobile** | 8.0 (240 reviews) | Not enough data | 
| **Self Service** | 8.8 (304 reviews) | Not enough data | 
| **Active Directory** | 8.5 (263 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.8 (167 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Autonomous Task Execution** | 8.1 (23 reviews) | Not enough data | 
| **Multi-step Planning** | 8.1 (21 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (34 reviews) | Not enough data | 
| **Adaptive Learning** | 7.9 (19 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.4 (19 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (20 reviews) | Not enough data | 
| **Decision Making** | 7.9 (20 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [Incident Management Software](https://www.g2.com/categories/incident-management)

**Unique to ServiceNow IT Service Management (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to xMatters (2):** [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps), [IT Alerting Software](https://www.g2.com/categories/it-alerting)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow IT Service Management | xMatters | 
|---|---|---|
| **Small-Business** | 5.9% | 15.4% | 
| **Mid-Market** | 21.1% | 27.1% | 
| **Enterprise** | 73.0% | 57.5% | 

### By Industry

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.4%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

#### xMatters

- **Information Technology and Services:** 20.9%
- **Financial Services:** 8.7%
- **Computer Software:** 7.3%
- **Hospital & Health Care:** 6.5%
- **Banking:** 4.7%
- **Telecommunications:** 4.0%
- **Retail:** 3.9%
- **Computer & Network Security:** 3.2%
- **Other:** 1.8%
- **Insurance:** 1.7%
- **Other:** 37.3%

---
## Alternatives

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4591 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (281 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (615 reviews)

### Alternatives to xMatters

- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (967 reviews)
- [Opsgenie](https://www.g2.com/products/opsgenie/reviews) — 4.2/5 stars (54 reviews)
- [Splunk On-Call](https://www.g2.com/products/splunk-on-call/reviews) — 4.5/5 stars (52 reviews)
- [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [AlertOps](https://www.g2.com/products/alertops/reviews) — 4.7/5 stars (154 reviews)
- [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1365 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [Datadog](https://www.g2.com/products/datadog/reviews) — 4.4/5 stars (725 reviews)

---
## Top Discussions

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

### xMatters

- Title: [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) — 1 comment
  > **Top comment:** "xMatters is a service reliability platform that helps DevOps, SREs, and operations teams automate workflows, ensure infrastructure and applications are..."
- Title: [How to acknowledge multiple incidents in one go instead of one by one](https://www.g2.com/discussions/51335-how-to-acknowledge-multiple-incidents-in-one-go-instead-of-one-by-one) — 1 comment, 1 upvote
  > **Top comment:** "There is no way .. I think right now "
- Title: [shoudl I type more stuff here](https://www.g2.com/discussions/32809-shoudl-i-type-more-stuff-here) — 1 comment, 1 upvote
  > **Top comment:** "Hi Dale, this is Samantha Brown from xMatters marketing team. Let me know how I can help. You can email me at sbrown@xmatters.com.

"
- Title: [Why xMatters tool crashes sometimes?](https://www.g2.com/discussions/why-xmatters-tool-crashes-sometimes) — 1 comment, 1 upvote
  > **Top comment:** "I've never had a problem with it.  Have you raised a case to the xMatters support team?  They are really good and will help find the problem."
- Title: [Can the option of xmatter be enabled only for few audience](https://www.g2.com/discussions/can-the-option-of-xmatter-be-enabled-only-for-few-audience) — 1 comment, 1 upvote
  > **Top comment:** "People who have accounts created in xMatters can "use" xMatters. There will be different use cases for different people based on their jobs. Some will only..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/servicenow-it-service-management-vs-xmatters)