xMatters Reviews

Mainly the platform is easy to use, allowing my team to exit the manual notification process when problems arise. The tool runs smoothly, especially after we move to the cloud. I love the design of the instrument, which is very easy to use. I feel the product does an excellent job and is very reliable.

There really isn't much, but some things should be mentioned anyway. First of all, an Android app is practically raw and outdated. Some of my contributors use the mobile version of xMatters a lot, so basically it's a problem for us. Secondly, it would be much better to have more useful things with each software update, which is not yet being practiced. In general, however, the program works well and doesn't bother with errors or anything like that, which is great.

I would recommend this product to anyone who is anxious to find a good replacement for a simple phone. Be sure to familiarize yourself with all of the options offered ahead of time, so that there is nothing holding back the work in the process.

xMatters allows us to effectively communicate disruptions and high-profile events to our internal teams, business partners and management. I am very pleased with the way this tool fits into our organization's process and helped us automate and achieve intelligent notifications. The advantage is the availability of a single notification tool, as well as the ability to schedule call rotation.

For me one of the key aspects of xMatters is it's ease of use. I have people using the tool who are experienced developers, i have young people and people who are nearing retirement using the tool across the globe and they all get it. The UI makes sense across generations and makes using the tool simple to use and role out across any number of use cases or functions. In addition to ease of use, i love the integration builder functionality which allows us to easily integrate our communications into a variety of other toolsets which ultimately helps us expand out scope and breadth of communications.

My main dislike (although i understand the logic) is the restriction of form input variable types eg boolean, string etc. I would love to see a date/time picker included as well

You really need to know what you want, there may be other tools available to you like Pager Duty or Mir3 etc that will plug the gap you're trying to fill and that's great but is that what you really want? Do you want to restrict yourself by just doing the bare minimum? xMatters can fulfil that simple "I need bulk messaging" as well as any other tool on the market, however In my experience the thing that makes xMatters special and allows them to stand out is everything else it's capable of from the integrations with other platforms right through to the Sales/CSM/Technical and Support staff who always go out of their way to ensure success, however you decide to use the tool.

Internal and external stakeholder technology incident notifications

Business and technology alerting

BCP alerting

xMatters has a user interface that is second to none. This not only makes generating messages to our employees simple but it also gives our employees a user friendly interface to manage their personal devices and priorities. In addition, the xM support team is easy to engage and extremely responsive. Even low urgency questions generally receive a response in just a few hours, if not less!

Lack of out-of-box integrations with some of our ITSM tool chains. This is a small item and a little unique to our situation because of toolsets we have today, but we had to work with xM to build a custom integration. Another small item, but working with subscriptions (creating, managing) to events can be tricky.

Areas of xM that really sold us include:

1) User interface and user experience, it's simply an easy platform to utilize quickly.

2) Integration options with other ITSM toolchains is awesome. (Currently using integration with our Service Management platform; targeting two more in 2019).

3) Their amazing customer support team and ease of obtaining time with solution consultants.

4) User Conference - this is an overlooked area but xMatters has done a great job of engaging their customer base and we find value in attending user conferences at different times.

We're solving multiple business problems. We utilize xMatters business continuity engine for emergency notifications to employees (i.e. weather related, safety notices) and we utilize the IT engine for Major Incident Management notifications to our IT staff.

The GUI is user friendly and interactive. The email and web integration feature is extremely powerful and has helped to connect with all apps and monitoring tools we wanted to connect. Besides the notifications related to updates to the tool are also consistent and are given well in advance to plan tasks & testing at user end

Haven't observed any shortfalls yet, the tool has been helpful to meet all current alerting requirements

Powerful alerting and reporting tool, Easy to integrate all trending IT service management and monitoring tools and deliver notifications effectively through SMS, CALLS and Push notifications.

1) Sending comms and updates for outages / high severity incidents

2) Capture alerts / abends from all monitoring and ITsM tools

3) Notify alerts through SMS, Call and push notifications

4) Preparation of on call roster for effective reporting of incidents

5) look up to identify the correct team and contact in the hour of need

The automation on the tool and the seamless integration with other incident creation tools makes it super easy to use.

The tool is in cloud and access can be provided to each group manger to update the on call schedule and team members. This allows for the power in the hands of the users itself.

The interface is quite user friendly and administration is simple and intuitive. As such i don't see any competition of xMattters in the market at this time.

i am still thinking of the drawbacks on this and can only think about having some drag and drop features which would make it super cool.

going in he right direction

We are trying to manage all critical incident across the organization through xMatters on call support.

Some benefits are as follows:

1. reducing downtime of the incidents

2. reducing MTTR for critical incidents

3. On call schedule maintenance

4. identifying the root cause and correct resolution team with speed

I like the ease of use provided by both the website and mobile app. I like the level of customization offered for both incoming alerts and outgoing notifications. Setting up schedules and rotations for all of our different teams is very easy and intuitive, and we can delegate permissions for those as needed.

My biggest issue is that there's currently no alert when the on-call schedule changes. Good news is that they are adding this feature in the next release.

Speak with the team, they were very helpful with providing us all details before implementing anything. They met with us in person to do a requirements gathering session, and to find out whether XMatters could meet all of our needs. After that, they were very hands on with us during the setup and implementation process.

Alerting for critical tickets in ServiceNow, as well as from other platforms like SCOM. Managing the assignments/comments of those tickets via responses within XMatters.

I like the functionnalities, the simplicity of the software, the mobile app, but I really appreciate the humans behind the company name. The support is really awesome if you consider that you don't relly need them so much.

It's the best I saw in my entire career so far. The management and the sales persons are really good persons too. They really listen to our needs so they can proposed a solution that fits the most for our company.

There's nothing I don't like about this company.

If you had doubts about considering this company in your POC... stop... and do it !!! It's probably the best company I had to deal with in my entire career.

The team will help you through the implementation via a launchpad. The consultant will also give you a great learning experience.

They want you to have an easy going experience for the implementation.

It is the best notification tool on the market right now. We just connect everything we have that requiers notification and it is very easy. No need to use all the "not completed" tools that are included in the software we have. We solved a lot of our "needs" by implemanting into the SaaS version of the tools so our users can use the mobile app instead of always connect to a computer using a VPN. Many hours saved to the support teams.

The speed and ease at which major incident comms can be sent out to stakeholders. It really is just the click of a few buttons. The app is very useful also, both to view comms and to view team rotas etc.

The wider user community has provided feedback that they like the choice in terms of how they hear about issues. They are able to sign up to specific types of issues and hear about them via the method they choose i.e they can turn off email and just receive texts.

The support and customer service offered by xMatters from initial on boarding through to go-live and ongoing development has been a really strong and a positive experience.

There isn't really anything that I can say I dislike about xMatters.

We are currently using the product for internal major incident notifications. xMatters has been integrated into our Service Now ticketing system. xMatters has helped to streamline the comms process and widened the methods for which we can communicate to users e.g by SMS, email and push notifications. The right people are now hearing about issues that will impact them within an appropriate time frame.

We like the ability to give our users the flexibility to manage their own calendar, shift, rotation and also to add/remove their own devices.

The mobile apps is nice touch also.

The support team (when you need them!!) are really effective. During business hours, you have an anwser in the hour after having open the case.

There's nothing really I dislike. Having the OnPrem version for quite some years, it is nice to only manage the end-users part and not worry about the servers/databases, etc, etc

There have been some big outage in 2018, but we know that it is kind of a new cloud services so that might happen. They were really quick to resolved and informed us about the issue.

The one thing that xMatters does not offer that we would have love is the capacity to call-in to reach a group. We are still using GroupCall from our Paget service provider, but we would have love to have a unique number to reach a group (and forward the call to the active user in the group).

Consider using xMatters for the implementation (launchpad).

It will be so much easier and also you will learn a lot with the xMatters consultant.

They are there to make you life easier!

We were already using xMatters (on prem) so we did not have any problem with IT notification.

What we can now achieve, is extending the services to other users to do manual notification using the mobile apps (or the web page) when some situation arise.

So intuitive to use and it's very user friendly, very customizable

the reporting is good for messaging events, however some better reporting based on gap analysis and risks with staff having no numbers for example and also better analytics on system admin, e.g. account amendments. There is reporting there, but it's not overly intuitive, having said that, the xMatters team are aware and are working to address both of these.

I see 3 benefits and selling points with xMatters;

1) The customization, with enabling teams and individuals to really customize their user experience, through the use of managing your own devices, the priority thresholds and even adding times you want to be notified between, couple this with the power of subscriptions, then users can really have a customized experienced.

2) The reporting that exists within xMatters is great - Being able to clearly see who gets notified, to what device at what time and who has respond and what they responded with is a great tool for xMatters admins, IT staff and even HR/Resilience staff.

3) Peace of mind - When a messaging event is sent, there's peace of mind knowing that there is consistency with the delivery of the messages sent, if that's via SMS, Phone call or even mobile app.

xMatters was able to ensure we're able to effectively and efficiently able to communicate with our staff for IT alerts, ensuring the right people are made aware at the right time through the use of groups with shifts and rosters, whilst also ensuring we can communicate with our staff in the event of a crisis.

The product was quick and easy to install and use. The integration into ServiceNow was comprehensive, documentation was great and support answered questions quickly with a thorough knowledge of the product.The mobile application interface was clean and simple to use.

a way to possibly update events via an API. Our integration in servicenow included communication into tickets and the ability to create an incident that talked back into a xmatters event but the ability to create an incident from xmatters out of the box would be nice. This was easy enough to get up and running with work from the development team but native integration would be good to see on the roadmap.

The ability to have upper management effectively use our incident process with Servicenow coupled with conference calling facilities, using xmatters as the mobile front end has eliminated the training overhead using our ITSM package and condensed it into an easy to use mobile application with the click of a few buttons.

The Advanced Communication Designer is what sets xMatters apart from the competition. Custom easy to build forms, when combined with scenarios makes xMatters the easiest to use messaging system on the market. For those that send messages infrequently, there is little to remember about how to send messages. Simply choose a form, fill in the pre-defined fields and send the message.

There is very little I would change about the xMatters business continuity product. One minor gripe is when I use the mobile client to send a message, I am able to choose who will receive the message, but no not able to choose which devices they will receive the message on.

We were looking for a simple to use, reliable mass notification system for emergencies alerts and we found it with xMatters. We use the product primarily for unplanned office closures and thus far have been very happy with the results.

It is important to realize that xmatters is anything but difficult to utilize. As of now the stage has not given us any issues, everything has come up extremely well, particularly since we moved to the cloud. I am pleased with The warning capacity particularly telephone calls. Something I like best is about the interface which is anything but difficult to utilize. This item feels safe to utilize and is extremely sheltered.

We require a superior working application to oversee tickets from cell phones. It likewise needs easy to understand self-benefit alternatives. It likewise should be more light-footed and adaptable. The API opens the stage for extra utilize, however requires an engineer to execute. No calendar available for customers including future updates and maintenance

It requires somewhat more specialized setup than other comparative items. In any case, it offers a great deal of adaptability. Give all the more announcing abilities and setup use. However, the help was extraordinary. There are small improvements that could be added to the process, which has been suggested to xMatters teams and development. Time is needed to build and implement such functions, but we expect certain functions to be improved or added in the future!

xMatters is light years from different arrangements and we have been utilizing it with incredible accomplishment for quite a long while. The general population who work for the organization are exceptionally responsive to client demands.

It is necessary to know that xmatters is very easy to use. Currently the platform has not given us any problems all come up very well, specifically since we have moved to the cloud. I am delighted with The notification function especially phone calls. One of the things I like most is about the interface which is very easy to use. This product feels safe to use and is very safe.

We need a better functioning application to manage tickets from smartphones. It also lacks easy self-service options for users. It also needs to be more agile and scalable. The API opens the platform for additional use, but requires a developer to implement. For example, there are no ready-to-use integrations with Microsoft Outlook (calendar sharing) or Sharepoint.

Carefully summarize your requirements for existing integrations. It requires a little more technical configuration than other similar products. But it offers a lot of flexibility. Provide more reporting capabilities and use of configuration. But the support was great.

xMatters is light years away from other solutions and we have been using it with great success for several years. The people who work for the company are very receptive to customer requests.

The best thing about xMatters is that the software actually maintains all needed options for reporting management. Conferencing bridges, shift schedules, multiple types of reports are supported out-of-box, which makes this prog live up to its predestination without any questions on its overall efficiency.

it would be much better to have more useful things coming with each software update, which isn’t being practiced yet. In general, though, the program works fine and doesn’t bother with bugs or anything like that, which is great.

I would highly recommend this product to everyone who is eager to find a good replacement for a simple duty phone. Make sure to get acquainted with all offered options in advance, so that there is nothing to hold the work down in the process.

I can tell that the program has a lot of potential, especially when it comes to functionality. Very intuitive and rapid, and doesn’t cost that much, by the way.

The simplicity of the system - it does exactly what we need it to do and is easy to use from an Admin and General User perspective.

There's not much we don't like.

There are areas we don't use/need and it's not possible to hide them in our instance.

We are using the system for Incident Management and trying to ensure that all our staff see important messages related to Business Continuity and Disaster Recovery. It fits very well into our communication processes and into the business.

With this system, and our current implementation of the data sync with our active directory, we are able to target our staff by email and SMS message to work mobiles without them submitting any information.

The product offers the ability to integrate with many products in the marketplace & even create custom integrations with ease. In fact, flexibility is a key aspect of xMatters in general. I'm hard pressed to think of examples where customization is required to meet most use cases which helps keep the product easily supported over time.

TBH, I don't have many issues with the platform. A minor issue is that complexities arise when purchasing xMatters for both BCM & IT but there are no showstoppers

My firm purchased xMatters as a single enterprise notification platform for Business Continuity Management & IT Support. In the process of rolling out xMatters, the firm replaced many legacy tools in this space driving much more efficient processes & architectures. As early as the POC, we were able to see a tangible reduction in our mean time to notify staff of issues & this is only continuing to improve as we rollout the products capabilities

Whenever I came across any issues that I could not solve, the support team where very helpful and responsive in coming up with solutions.

Nothing much - they are all very helpful whenever I need to contact them.

User had requested if it was possible to send notifications (SMS's) from an email. I was not aware of this feature, asked xMatters experts and was given a link to a knowledge article which stepped me through how to set this up. I have since set it up in our Non-Prod region and have tested successfully with the user.

The user has now asked if it can be done with other emails - I have advised them that it is possible to do using a subscription on the current Comms Plan -this was confirmed by our xMatters solution consultant. (Louise) - She is very helpful with any questions that I may have.

1. Easy to use and manage, the application is so easy to understand that we do not provide any technical assistance or training to our users

2. 99% availability, we have not seen any outage whatsoever since 2017. Although there were issues with few network providers but xMatters was always available

3. Support team is very quick to response to any Severity tickets. The team understands our issues and responds to with logical explanation

1. Reports feature is very basic, group supervisor report is not available for admins

2. xMatters Role is not customizable

3. When user and group association is sync'd from Remedy to xMatters, then the roster in that group gets messed up. Need a way on how to associate a member in a group

1. We are using an event management system 'BPPM' which triggers critical events (application/infrastrucre monitored events) to BMC Remedy resulting in Incident creation. With the help of xMatters, Remedy sends notification to end users resulting in rapid restore of the services.

2. We are also using the xMatters to send broadcast message to customers to update about any incident, which comes really handy.

Ability to quickly adjust shifts for our mission-critical global support teams.

We seem to have quite a few service degradations, and I appreciate the transparency but when the application is used to notify engineering teams 24x7 of break-fix issues with customers on a 15 minute SLA, we cannot afford to that text message not sent or phone call not made.

Support staff seem to require multiple back and forth emails before understanding the issue and explaining why the product might function in its intended light. Leveraging some documentation or engaging the product team in various issues might be a good opportunity to provide application feedback.

Fully understand your use cases and pilot them out on the xMatters platform versus backing into them post-implementation.

We notify our 24x7 support staff of client break-fix issues with an aggressive SLA of less than 15 minutes. Many of our engineers respond within 4 minutes using the xMatters tool.

The ability for users to set up both simple and complicated rota's and the flexibility it offers when configuring how and when individual devices are contacted. Also, the ease in which temporary cover and absences can be added to an ongoing rota. The mobile app works really well and has been improved significantly, offering a useful method to receive callouts in addition to quickly referencing when you are next on-call. My experience with various members of the support team has been excellent, they very knowledgeable and deal with any issues and queries efficiently.

Custom message recordings need to be scaled down to low quality files in order to be uploaded to the system. We only use one for our company name so it's not really an issue once you get the file into the correct format.

The key use case is for incident assignment. We have customised the integration to allow a duel-channel callout for incidents requiring attention, so that separate alerts can be sent to both the assignee and the incident manager if necessary. Along with some work on integrating with our monitoring systems, this has allowed us to significantly reduce the time it takes to get an incident assigned from the time an issue is picked up.

We also use the conference bridge to enable incident managers to collaborate with specific support teams in the event of a major incident.

There's a few things I like xMatters. For one, I like how simple the UI is for the mobile app and the web console. This allows our users to manage their profiles on their own and creates a the basis for helping our users be more receptive to this paging platform. Also, I like the simplicity of the integration options with other tools, coupled with the fact that more options are coming is promising. Overall, keeping things simple is a strength that I've seen this product have through and through. I believe that it's simplicity establishes the platform which ensures a great outlook for the future. Thanks guys, keep on keeping it simple and straightforward.

Having praised the simplicity of the UI there really is just one aspect that I don't like. It's the reply options on the mobile app: Respond , Ok, Respond now. To me, there should only be one screen with the options, a user shouldn't have to go down another level to ultimately respond. These options should be straight to the point: OK, Comments, etc. would

Give them a try and I'm sure you'll see that the support they provide from start to finish to ongoing will prove you'll be pleasantly surprised.

Our command center (operations) currently uses xMatters for paging out on-call individuals for incident management. Because xMatters supports the most widely used mobile platforms (Android and iOS) we are able to offer the solution to a wider audience. Prior to xMatters we had a home-grown solution which was limited to Blackberry. Opening this up to a wider audience meant that we were able to allow more teams to be engaged.

I like that it's used for incidents as well as non incident related paging such as keeping the employees updated of an ongoing and emergency events. It also allows you to map time tables to make sure you only get paged when you're on-duty and that it escalates to backup or next level when you miss anything.

I dislike that integration has to go through the admin instead of having in-built functionalities like a custom webhook that is user-configurable without having to go through much fuzz. We have some tools that have this functionality which makes it easy to integrate and implement.

It does what it's setup to do on our end.

Much like many, we're solving the efficiency of organising on-call and on-shift resources and to make sure that alerts go to the right team every time. The benefits we realised include efficient alerting and communication within the organisation.

The xmatters tool takes all the hassle out of contacting our on call resources out of hours. We dont need to worry about who to contact, the tool and the schedule built into it does that for you.

I also like that all transactions are tracked so we can look back at who was called and when.

The conferencing call feature of the tool isnt that intuitive or self explanatory. We dont get many OOH calls so it can be some time in between uses, therefore our staff often forget how to use it. They forget to add them selves to a call or they forget to update their device details so calls or messages dont always come through. Not really the fault of Xmatters, but something to be mindful of if its not going to used that often

We use the xmatters purely for OOH communications and call outs.

That I can turn over the management of notifications to the notification teams instead of being the bottleneck to configure it for them. The integration is robust and customizable to work with complicated business processes and conditions. Especially now that its a cloud solution, that makes it an extremely attractive option to meet our needs. Another big plus is the online documentation/how to's.

For what I require of X-Matters, I don't have any dislikes.

When integrating with an ITSM system, optimize your configurations for targeted notification teams and consider building an automated solution to keep the configuration between your system and x-matters in sync, as it can get frustrating when things don't match and pages don't go out as expected because of a manual typo.

We were able to quickly implement for high urgency Incident notification after hours support integrated with RemedyForce for a particular support group that is outside our typical support model.. I used this product at a previous company I worked for and recommended it again to solve my needs in paging for incident management tickets.

I've been working on xMatters for a while now and best things I like about the tool is the reliability, ease of use and effectiveness as a notification mechanism. It integrates with external tools seamlessly and notifies on alerts/incidents. It also provides lot of configuration options for setting up team roasters, supports multiple devices and snooze options to name a few. It also has a fancy mobile app that enables end users to accept notifications on the go.

Since migrating from on-premise Alarmpoint to xMatters on demand platform, we miss the option of accepting bulk notifications from the console, which unfortunately is not available in xMatters on demand platform. This option is useful specially during flood scenario's and during testing where it's easy to accept notifications in bulk.

Nice product, does what it says!

Facilitate engagement of the right people to solve the issues thus enabling teams to reduce downtime and meet SLA's

Simple UI allows users to easily send out major incident communications reducing the time taken and enabling them to worry about resolving the incidents.

Promoting communication plans from Test to Prod is more challenging that it needs to be.

Try to use as many out of the box features as possible.

We wrote a lot of code in the Integration builder and it's a challenge to make changes.

We have enabled our MIMs to be able to amend pre-scripted comms greatly reducing the time spent manually typing information. The tool also allows us to send messages via an app, SMS, email and post to Workplace by Facebook all from one form.

The documentation provided to setup integration was great. This was my first foray into setting up integration and the documentation made it easy to complete and work straight away.

The support also from xMatters when raising a ticket was great. I got the same speedy response and great detail on both my Severity 2 and Severity 4 tickets.

The interface is also clear and easy to use both on Mobile and Desktop.

I would like a bit more flexibility in the mobile app where I can move around the icons in a different order for iOS and ability to add attachments in the event after it has been initiated on xMatters side instead of only comments.

Give it a try and see if it works for you.

A centralised communication method that can be used easily and quickly for members of the team.

xMatters is an intelligent tool which immediately informs of a P1/P2 ticket being generated which actually helps save lot of manual effort and the response SLA is being met in a jiffy.

It also provides shift roster management which helps all businesses to get this configured per their need.

Auto generated report mechanism and full fledged auditing not being enabled.

This is the best intelligent notification tool available.

It removes the manual effort of monitoring queues for P1s/ P2s and immediately calls out if there is any. It helps clients meet their response SLAs being met in a flash.

the overall concept of xMatters which is mainly used for calling and messaging resources for P1 and P2 tickets is an excellent tool that we have. many clients are now using xMatters and they have improved their turn around time during high priority tickets without manual intervention during notifying the resources.

currently we do not have the inbuilt reporting functionality and we are manually reporting. the other important point is the automated monitoring of h the xMatters tool which has to be improved.

xMatters is a great tool for messaging and calling

Our main users are oncall resources and helpdesk,and it is heavily being used for high priority tickets when the oncall resources needs to be engaged. the benefits of this are we have removed the manual intervention and reduced the human effort and errors.

I like the multiple notification methods including the APP. If I miss the call I know I will get it via sms or phone call. I also like the flexible timing for multiple notifications and escalations.

There is so much flexibility, the initial configuration was tricky to get what I wanted. It's not a bad thing, just slowed down my initial setup.

Support team notification for High tickets and outages. This allows us to rotate team members and escalate with the automation. There is no need for team members to manually notify Management or other team members.

This is a very flexible solution to meet user business requirements. I really like the constant innovation I see in each release. There are always new product features or new integrations to support our business.

I also find the support to be excellent. Responses to my questions are prompt. The online knowledge base, videos, and development documentation are the best of any platform I've used when I've needed support.

I would like to see better reporting. It is difficult to slice the data, so more flexibility in reporting would be helpful.

On-call scheduling and notifications. Mass customer notification. Incident management. We've seen improved response time for incident management, especially for after hours scenarios. Our support teams are in remote locations, so getting the right people together is done much easier.

Ease of use

Escalation process is clear

Easy to integrate with other application

Report data can export to excel format

Customizable message and response

No short code, direct number so user not confuse

Apps - Andorid and IOS can operate easily to send and receive message

Allow to make comments

User can change the choice before terminating the call.

Programming environment for workflow - JSON

API can integrate allot of application

not really any dislike of xMatters features.

Robustness

Able to Schedule

Fastest response and getting the right person on the job.

The flexibility the integrations offer, and they ability to tie together multiple applications into an effective notification toolchain. We use xMatters for our ticketing notifications, as well as monitoring tools.

The reports and reporting options could be more flexible. If reporting was modular, and reports could be created on the fly by end users, we could build reports in xMatters directly.

We find the right person to notify with the absolute least amount of effort using xMatters. We can tie together notifications with ticketing software, or monitoring tools, and automate notifications and responses.

Sending Alerts to various teams in xMatters is intuitive to our business operations. This feature allows quick collaborations and solutions in emergency situations.

The reporting sector can be improved. The reporting tool needs more customization for manually created messaging templates. The reports also need to be retained for a longer period of time.

We are utilizing xMatters for IT related outages, meeting room assistance, and any type of significant hardware issues that requires immediate response. The benefit of using this platform is that we are providing quick solutions for our end users.

Having the On-Call Scheduling and escalation features will help our team to manage our time efficiently focus more on other timely support roles while issues are being resolve. Calling on-calls takes time. The more if acknowledgements or response is not received as we need to do escalations.

We are still at the implementation stage

We are able to automate some of the processes and gives us the ability to manage our time efficiently.

Integrating it to our internal ticketing system sets up the stage for better Incident Management

Without a doubt, the ability to integrate with EVERYTHING is where xMatters sets itself apart from the competition!

The web interface can be clunky and confusing for those not familiar with the app. What should be simple tasks, such as scheduling or bulk loading users, can be an overly complex experience.

We are using xMatters as the glue to tie together all of our existing DevOps Tools. The platform has been a fantastic way for us to promote a DevOps culture in an otherwise classic IT organization.

Were xMatters benefits us the most is automated and easy to use notifications through the ServiceNow platform. This integration allows us to create automated tasks that notify support teams when certain criteria are met in our Incidents.

Currently, no dislikes. We have some limitations with the platform, but it's more of an issue that you don't know what you don't know. We plan to follow up with the xMatters team to ensure that we are getting the most out of the product.

We use xMatters to quickly and easily notify support teams to engage in support calls, as well as get information to other employees in the way that they'd like to receive notifications.

The ease of the product and how it tracks all alerting within ServiceNow. How it updates the ServiceNow incident with everything the user does.

It doesn't have a notification of when you go on call. The on-call schedule for yourself within the mobile app. We don't have back on-call associates. We escalate straight to the manager and when we look at our schedules on the mobile app we have to filter it every time to only show primary. It doesn't really tell us when our next on-call week is. It just 7+ days.

Better alerting for critical alerts. One of the biggest benefits we have is all the tracking xMatters does within ServiceNow for any ticket alerted to the on-call assoicate.

I work with several third party products and xMatters has the best support of them all. Another great compliment is the reliability of the service which says a lot about their expertise. xMatters has weekly releases with no downtime and I never worry about them doing maintenance as there's been no issues.

I would say rolling out of new features might be slower but I'll take that as long as the service continues to say reliable.

I recommend this product, it's

Major Incident Management. We've reduced the time it takes to page out application support teams by automating the on call schedule and escalations. We've also automated some steps to lighten the workload on incident managers.

xMatters user sync and integration is easy to set up and works effectively to scale the solution across your organization. The OOB integration streamlined the set up process for our users and was quick to deploy in during our ServiceNow implementation.

Our user base uses the app infrequently and forgets how to use the tool and how to set it up. Subscriptions confuse people and the availability of options for configuring on-call schedules confuses them. Ultimately it results in more admin overhead for our team that we have the ability to support, ultimately hurting the effectiveness.

We are solving for the ability to deliver mobile notifications to users for high priority incidents and alerts.

It helps me get out important information to my team faster and has everything in one place for easier access.

One of the dislikes I have is we have setup Xmatters to send red reports internally to our different teams, and when sending them we have 3 different templates that we use New, Update and Resolve. Would like to be able to move between the templates better, as I have to open two windows to copy and paste everything into the template again.

The environment makes things easy to find, so I am able to cascade information to my team. I am able to send out Red reports and pages to teams more efficiently.

Quick and easy user interface

Can easily be customised to fit the business need

Great support from xMatter from a simple question to anything your inner creativity desires. They will try and make it happen!

I havent found anything negative at this point

N/A

Management of major IT incidents

We were able to build a template, create a distribution group to effectively and easily communicate any high impacting incidents to the business in a timely manner.

The ease of configuration and the comprehensive scope of applications for a wide range of communication channels.

Vanilla notification templates were basic, and requires a small level of scripting knowledge to to take full advantage of template customization.

Leverage the discounts of scale. Consider adopting xMatters as the single source tool for your entire communications channel, plan out what the channels are, and implement in stages utilizing the xMatters professional assistance to setup.

Used as a enterprise wide communications center of excellence. Involved in providing the following...

1. Event management notifications for technical support

2. Major incident and critical emergency notifications on demand to relevant technical, management and business stakeholders

3. BCP notifications to enact business continuity action plans for wardens and staff

The creation of a centralized communications COE has allowed us to leverage licensing costs and provide a self service facility for our users to consume informational notifications that are relevant to them via their preferred communications channel...be it voice, email, sms or mobile app. It’s all about convenience for the consumer.

xMatters makes management of teams and escalation schedules simple. The mobile app greatly increases hit rate when escalating off hours. The APIs make extrenal integration simple.

Certain types of rotations don't always make it easy to tell who will be on call next week or the week after at a glance for team members to plan ahead.

xMatters is a great solution if you're working in other tools and just need an escalation management component. Competing tools provide additional functionality that may be valuable but may also be a waste of time and resources and over complicate the solution.

DevOps support of applications is greatly simplified by being able to manage rotatins centrally

easy to use product with a great support team, always on hand to help with small or complex queries, the team are always looking for new ideas and ways to improve the product and are quite happy for customers to push for changes

nothing to report at the moment, support has been great

the tool has automated our call cascade process, reducing time and resourcing and provided us with a clear dashboard and auditable structure

How easy it is for the user. We have been using Xmatters for over 2 years now and its user friendly and easy to manage messages, groups and export data when needed.

Great customer service too. We like the fact that we can use on our phone (app) or via website.

Conference call issues - sometimes the call goes to voicemail when we have set up not to. But Xmatters support team is looking in to this so hopefully rectify soon.

Easy tool to use in an emergency.

Xmatters is our main communication tool outside work email and services. We use Xmatters for all our BCP matters as well as ICT network breakdowns.

It allows for shifts and multi levels of involvement. Not everyone is a programmer not everyone is a user, this product gives the best of all worlds my not subjugating a user to a programmers position. It is easy to use the base product and it is easy to learn the in-depth pieces when wanted.

NO on page help screens, such as when I needed to set up shifts for my team, it did not tell me that overlapping shifts would page everyone in both shifts at the same time.

This product can and does work for you. It is easy to setup, and mostly intuitive, but what I thought was fantastic, as you add more usefulness to your business by expanding the products use in your business, the more likely you will get a price break for each user. We will eventually have all our technical groups in XMatters and when we do, paging and problem solving will become easier.

We will be solving a multilayered problem where everyone is doing their own thing now, but soon will all be announcing their on-calls in one place thus allowing us to announce problems in one place and stop us from searching for an hour for one name or number.

xMatters ability to integrate with our global event management systems and process approx. 50,000 events daily and deliver them successfully as Mobile App/Voice/SMS/email notifications to IT support personnel. No other vendor could deliver the capacity to deliver the volume of IT events occurring in our organisation.

Our users resistance to move to the Mobile App as they prefer to use traditional delivery mechanisms such as Voice, SMS and email. It's a culture change for our IT support personnel but one that xMatters is committed to helping us with to improve penetration rates with the Mobile App.

No other product that we've looked at can cope with the large scale events volumes that we need to process as notifications.

Our primary requirement is we needed a system that could send real time notifications to support personnel informing them of IT events requiring their attention. We needed it to integrate with Interlink BES and have the capacity to process our alert volumes which xMatters does fantastically, whatever we try and throw at it.

We also use xMatters for sending Major Incident Notifications to Senior Execs which has improved our Exec engagement ensuring they are kept up to date on major IT incidents affecting our organisation globally, something previously we replied on manual processes to keep everyone informed.

The ability to send notifications to Execs to attend Management Escalation Calls has also been deployed, reducing the time it takes to convene and users to join calls which has been a welcomed efficiency save.

I like that you can customize a message to a massive amount of groups at once. There are various types of Cisco Web Ex integrations that make it handy for setting up meetings.

I don't like that the auto discovery is very slow on a regular basis and it almost seems like it can not keep up with the keys you are typing. More flexibility within the scheduling options and On Call calendar customizations- especially allowing for custom schedules.

Allowing for more custom scheudles so teams who have non- traditiaonl schedules can accomidate that rather than having to create duplicates.

Communications being sent out to management across multiple platforms.