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PagerDuty vs xMatters IT Management comparison

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7,013 views|5,273 comparisons
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1,482 views|831 comparisons
Featured Review
Find out what your peers are saying about PagerDuty vs. xMatters IT Management and other solutions. Updated: January 2022.
564,643 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem.""The most valuable feature is definitely the flexibility of the schedule. The mobile app is quite also good for what we do: for receiving alerts, acknowledging, assigning, adding new responders. It has rich features for our needs.""It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."

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"That automation is the critical aspect of xMatters. Without those workflows, then we would have a system that maintains an on-call schedule in Excel. So xMatters provides the notification workflow and ensures you're notifying the right person at the right time.""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.""Workflows and messaging are most valuable. Workflows are very useful. They are important for consolidating information or stopping duplication from happening. We put all the information into xMatters and then the workflow will push the same information in the correct format directly through to other applications that our end users frequently use, such as Slack, email, and Workplace.""The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code.""Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event.""The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain.""It reduces the mean time to restore a service. Before, it would probably take an hour to get everybody settled down. With the integrations right now, if somebody flags a major incident, then everyone is on a call in the next 15 minutes.""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."

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Cons
"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this.""Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it.""There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process."

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"What I would like it to do is tell me anytime there is a P1 incident, except when the ticket is assigned to this team or when this word is in the summary, but there is no exclusion option. I have been complaining about this for a couple years. At one point, we created a ticket for this with the developers to review. I assume that once enough people complain about it, they will bump it up in priority to work on. However, if not enough people think it is an issue, then they prioritize their work and work on other features and functionality. However, this is something that has been challenging for us because we have needed to find ways to work around it or just deal with it. So, I would love to see an exclusion option.""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.""The user interface could be more intuitive. Once you know what you're doing, you're fine. However, if you don't know where to start then it can be a bit difficult to figure out how to make it work and how it will function together with different tools in the Flow Designer.""The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of.""As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well.""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.""It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go""An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information)."

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Pricing and Cost Advice
  • "The cost is quite high. But if you want to get a full-featured application and you have a big team..."
  • "If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."
  • "If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."
  • More PagerDuty Pricing and Cost Advice →

  • "Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features."
  • "It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license."
  • "This is a subscription-based, SaaS solution."
  • "We're currently per license. We're paying around $44,000 per year for 80 full users and 300 standard users. For a new implementation, we also need to pay for an expert."
  • "The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."
  • "The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."
  • "The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."
  • "Cost is probably my biggest concern. I know the solution was recently acquired by Everbridge, and Everbridge was one of the competitors that was included in our RFP five years ago. Everbridge's costs were astronomical compared to where every other solution was, not just xMatters."
  • More xMatters IT Management Pricing and Cost Advice →

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    Top Answer: 
    It reduces the mean time to restore a service. Before, it would probably take an hour to get everybody settled down. With the integrations right now, if somebody flags a major incident, then everyone… more »
    Top Answer: 
    I am not really privy to how much my client is paying for this service. They just tell me the number of licenses that they have. Every time that I say, "I need extra licenses to make sure that all… more »
    Top Answer: 
    It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go. Once I got the hang of it and… more »
    Ranking
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    7,013
    Comparisons
    5,273
    Reviews
    3
    Average Words per Review
    1,940
    Rating
    8.3
    Views
    1,482
    Comparisons
    831
    Reviews
    13
    Average Words per Review
    1,755
    Rating
    9.1
    Comparisons
    Also Known As
    xMatters
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    Overview

    PagerDuty is an agile incident management solution that integrates with ITOps and DevOps monitoring stacks to improve operational reliability and agility. From enriching and aggregating events to correlating them into actionable alerts, PagerDuty streamlines the incident management lifecycle by reducing noise and resolution times. With hundreds of native integrations with operations tools, automated scheduling, advance reporting and guaranteed availability, PagerDuty is trusted by over 7,000 organizations globally to increase business and employee efficiency. The company is headquartered in San Francisco and backed by leading venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Baseline Ventures, Ignition Partners and others. To try PagerDuty for free, or to get more information, visit www.pagerduty.com.

    xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

    To learn more, request a demo.

    • Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.
    • Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.
    • Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.
    • Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.
    • Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.
    • Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

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    Sample Customers
    40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
    Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.  Visit our website to see how business like yours found solutions with xMatters.
    Top Industries
    REVIEWERS
    Financial Services Firm36%
    Comms Service Provider21%
    Printing Company14%
    Logistics Company7%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider14%
    Financial Services Firm12%
    Manufacturing Company5%
    REVIEWERS
    Computer Software Company24%
    Energy/Utilities Company18%
    Retailer12%
    Non Profit12%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Financial Services Firm12%
    Comms Service Provider12%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business27%
    Midsize Enterprise36%
    Large Enterprise36%
    REVIEWERS
    Small Business16%
    Midsize Enterprise5%
    Large Enterprise79%
    VISITORS READING REVIEWS
    Small Business5%
    Midsize Enterprise53%
    Large Enterprise41%
    Find out what your peers are saying about PagerDuty vs. xMatters IT Management and other solutions. Updated: January 2022.
    564,643 professionals have used our research since 2012.

    PagerDuty is ranked 2nd in IT Alerting and Incident Management with 3 reviews while xMatters IT Management is ranked 1st in IT Alerting and Incident Management with 14 reviews. PagerDuty is rated 8.4, while xMatters IT Management is rated 9.2. The top reviewer of PagerDuty writes "Reduces white noise, which has reduced engineer fatigue". On the other hand, the top reviewer of xMatters IT Management writes "Gave us the ability to validate whether messages were going out". PagerDuty is most compared with ServiceNow, Opsgenie, Everbridge IT Alerting, JIRA Service Management and BigPanda, whereas xMatters IT Management is most compared with Everbridge IT Alerting, Opsgenie, ServiceNow, VictorOps and Clarity SM. See our PagerDuty vs. xMatters IT Management report.

    See our list of best IT Alerting and Incident Management vendors.

    We monitor all IT Alerting and Incident Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.