ServiceNow vs xMatters comparison

The compared ServiceNow and Everbridge solutions aren't in the same category. ServiceNow is ranked #1 in ISM , with an average rating of 8.7, and holds a 21.8% mindshare in the category. Everbridge is ranked #10 in IMS , and holds a 6.8% mindshare. Additionally, 91% of ServiceNow users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

ServiceNow

Read 222 ServiceNow reviews

29,808 Views
8,048 Comparison Views

91% willing to recommend

xMatters

Read 31 xMatters reviews

1,032 Views
805 Comparison Views

96% willing to recommend

ServiceNow

xMatters

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between ServiceNow 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).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).

Buyer's Guide

IT Service Management (ITSM)

June 2025

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Helped 861,390 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

ServiceNow

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

222

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

xMatters

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (10th)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. ServiceNow is designed for IT Service Management (ITSM) and holds a mindshare of 21.8%, down 27.0% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 6.8% mindshare, down 8.5% since last year.

IT Service Management (ITSM)

IT Alerting and Incident Management

Featured Reviews

Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

A versatile solution with excellent logging capabilities that reduced our time to resolve

The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We have found change management and CMDB to be very useful."

"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."

"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."

"HR Case Management and Customer Service Management are two of the key areas which clients are using."

"Straightforward tool."

"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."

"The solution's initial setup process is easy."

"It's a very low-code platform, and it's simple. The user experience is also really good."

More ServiceNow pros

"It helped change behavior across the organization to improve accountability."

"Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."

"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."

"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."

"Simple features create flow sets and build APIs for integrations."

"We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use."

"We saw the value by being able to import everyone's schedule into one common central repository and have one tool for all the operational teams, or any team for that matter. It gave us the technology to find out who is on call. The incident management of xMatters' integration was another key aspect, where we could say, "You can configure this when a high ticket fires.""

"Support has been great. They responded very quickly to all the support cases that I have submitted."

More xMatters pros

Cons

"It is annoying that ServiceNow keeps on changing back to Quebec every six months."

"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."

"The solution is lacking in the mobile application area that could be improved."

"Licensing costs are very high."

"The customization that we are doing for the needs of our organization are difficult to do and could be improved."

"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."

"ServiceNow's customization is not too agile in those cases; it takes a little bit of time."

"The visuals are the one area where there is opportunity for improvement."

More ServiceNow cons

"Beyond the typical grouping, xMatters has what is referred to as dynamic teams. Dynamic teams are criteria for setting up and targeting a group of people that meet specific criteria. The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process. The attributes that create the criteria for dynamic teams can only be altered via the Web UI. So, if you want to create a new dynamic team in a mature xMatters environment (one that is already populated with hundreds of users), and you want to add, say, 100 users to that dynamic team, you have to do it manually."

"The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes."

"The REST API is still missing some important functionality, which we require."

"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."

"Additional built-in integrations with other applications would be an area of improvement."

"While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java."

"Integrations seem to be the most difficult part. Once setup though, they work well."

"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."

More xMatters cons

Pricing and Cost Advice

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"We are happy with the pricing."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

"The solution is expensive."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"It has a higher cost compared to local/regional solutions."

More ServiceNow pricing and cost advice

"If the licensing were cheaper, our customer might buy more."

"I know roughly what we pay per year. For what we use it for and what its purpose is, it is very valuable."

"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."

"Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later."

"It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."

"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."

"Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."

"If you are willing to pay for the licensing of it, it is able to scale out."

More xMatters pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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Top Industries

By visitors reading reviews

Educational Organization

14%

Computer Software Company

12%

Financial Services Firm

11%

Manufacturing Company

Computer Software Company

30%

Financial Services Firm

13%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

See all answers

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

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Comparisons

BMC Helix ITSM vs ServiceNow

Compared 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

PagerDuty Operations Cloud vs xMatters

Compared 46% of the time

Everbridge IT Alerting vs xMatters

Compared 23% of the time

Opsgenie vs xMatters

Compared 16% of the time

OnSolve Platform for Critical Event Management vs xMatters

Compared 5% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

ServiceNow

June 2025

Download ServiceNow product report

Buyer's Guide

xMatters

June 2025

Download xMatters product report

Also Known As

No data available

xMatters IT Management

Overview

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow

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.

Everbridge

Sample Customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

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.

Buyer's Guide

IT Service Management (ITSM)

June 2025

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