We performed a comparison between BMC Helix ITSM and xMatters based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."I like the single sign-on and that administrators can customize."
"The solution can perform well for large-sized companies."
"Our Change Management and Incident Management processes have been greatly improved."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"It provides a good user experience."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"xMatters is helpful for getting the right on-call resources. That is a key factor. It is also very user-friendly, and just a little documentation helps you to understand things such as how on-calls are configured, how groups are configured, and how users update their on-call devices."
"The ability to notify teams and monitor those notifications in real-time is valuable. Time-based escalation of notifications helps us resolve issues much more quickly."
"The ability to have the rota and then configure notifications that you can directly fire them into the group is most valuable. The India shift is from 2:00 AM to 9:00 AM, and then it is the UK shift from 9:00 AM to 5:00 PM UK time, and then there is also a defined US shift and on-call hours. It allows us to make sure that everyone is going to get notified when they need to be about an issue. We can target specific locations or users with notifications."
"It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes."
"We have not noticed any scalability issues in the two years that we have used the system."
"The UI: It is easily navigable."
"xMatters stood out to us during our research because of the versatility of its rotas, how we could set up various group rotas, different shift patterns, the ability to order devices and add personal devices etc. It's a much more flexible solution than ServiceNow, the in-house tool we also evaluated."
"Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."
"BMC Helix ITSM should improve its price."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The documentation could improve in BMC Helix ITSM."
"Log in process is unnecessarily complicated."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The Approval Central system needs to be refreshed."
"Needs less infrastructure requirements."
"When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business."
"The REST API is still missing some important functionality, which we require."
"We cannot go back in time to check out the previous schedules that we had. We can only see them moving forward. I wish we were able to go back and see the previous schedules that we had. That's the biggest thing."
"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."
"Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution."
"The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies."
"We would like to see the ability to support custom devices. We have a lot of users who use Slack, which is another tool for communication. xMatters currently does not support Slack as a communication method. It can't send events to Slack and respond to them."
"Additional built-in integrations with other applications would be an area of improvement."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. BMC Helix ITSM is rated 8.0, while xMatters is rated 8.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of xMatters writes "Enabled us to meet our "lights out" goal and repurpose staff to do work of greater value". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, Everbridge IT Alerting and OnSolve Platform for Critical Event Management.
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