We performed a comparison between Everbridge IT Alerting and xMatters based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature is the support calendars."
"A robust solution with multiple modules that can be leveraged."
"I personally love VCC because I just think there needs to be more data to support it so we can be more proactive and easily assess the impact. So, I appreciate the visual aspect, but it has to have the data to support it. It has proved very useful, particularly because we have a GSOC that's not technically 24/7. We do have an 800 number that people call 24/7. If something happens, they can easily send Everbridge a notification to activate the team off hours. It is useful in that respect too. We use it in conjunction with teams, but off-hours and for additional people outside of the core team, we use Everbridge, which is useful."
"The system has a lot of great features and they keep adding to it."
"The most important features are the scheduling capability and the integration with ServiceNow."
"The rules option has been helpful, as we can adjust the conditions in the template."
"It helps to pull the right people in very quickly, through a collection of utilities where you can say, "I want to notify more than one person at a time. I want to escalate at my discretion and via rules within the system.""
"The rotation and replacement options save our managers a lot of time."
"By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."
"We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing)."
"The feature that I have found to be most valuable is the entire alert notification configuration, having an external system to trigger events that will process the alert to the supporting team. If a system is down, then you need to get it attention. Sometimes, it cannot wait until the next day. Therefore, how xMatters provides this type of integration is critical."
"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."
"The automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call."
"The customer service is quite responsive. They are quick to answer your calls or emails."
"The UI: It is easily navigable."
"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."
"An ability to get to the database that houses our information would be great. Currently, we are at the mercy of Everbridge and, if they do not have the function built, we cannot gather the information that we would like."
"There is some room to improve the initial-rollout functions which are a little bit painful."
"An incident management feature would be nice because, as it stands now, you select different items when you're filling out a form to launch a notification. If those were more conditional it would help. Right now it just puts out whatever you put into the form, whereas, if you could specify a "yes" or "no" and it would input a different verbiage, that would be nice to have, instead of having to spell out all the verbiage."
"The initial setup was very complex. We did not have a very good experience with our initial deployment. Most of this was due to customizations in our ServiceNow instance."
"The ability for members to change their schedules, and change the person their swapping with, could use improvement. The GUI is a little tough to navigate. It's not very straightforward when someone is trying to change schedules."
"One thing that could be improved would be to enable the mobile app to more easily display published calendars via the Member Portal. Currently, it is quite difficult."
"I would like to have a little bit more flexibility in the member portal."
"The feature that xMatters has that Everbridge doesn't have, or has in a limited way, is a method of funneling some alerts, as an FYI, to other stakeholders who are not necessarily prime actors in an incident."
"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."
"We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."
"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."
"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."
"While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point."
"One of the main reasons why we don't use xMatters for monitoring and alerting is that it doesn't use the rota to call the person who's on-call. It doesn't look up the rota to find out who's on-call and then contacts that person directly. I am not sure if this has changed now, but the last time we checked, this functionality wasn't there. This is one of the main improvements. We're happy with the rest of it."
"I've asked for the ability to have tags on groups, and for dynamic lists, meaning the ability to pull data from another location and use it in xMatters dynamically. Right now, for example, if I have a form and want to populate a list, it's a manual process. I have to copy and paste the list items."
"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."
Everbridge IT Alerting is ranked 9th in IT Alerting and Incident Management with 22 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. Everbridge IT Alerting is rated 8.8, while xMatters is rated 8.8. The top reviewer of Everbridge IT Alerting writes "We have seen substantial savings with its usage as it drives down our MTTR". 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". Everbridge IT Alerting is most compared with PagerDuty Operations Cloud, ServiceNow, OnSolve Platform for Critical Event Management, Opsgenie and Splunk On-Call, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, OnSolve Platform for Critical Event Management and Splunk On-Call. See our Everbridge IT Alerting vs. xMatters report.
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