ServiceNow vs xMatters comparison

Why PeerSpot?

The compared ServiceNow and Everbridge solutions aren't in the same category. ServiceNow is ranked #1 in ISM , with an average rating of 8.6, and holds a 12.3% mindshare in the category. Everbridge is ranked #12 in IMS , and holds a 4.4% mindshare. Additionally, 92% of ServiceNow users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

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, Teclib' and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: October 2026).

Buyer's Guide

IT Service Management (ITSM)

October 2026

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Helped 920,929 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

Automation Anywhere

Mindshare comparison

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	12.3%
JIRA Service Management	6.3%
BMC Helix ITSM	5.1%
Other	76.3%

IT Service Management (ITSM)

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
xMatters	4.4%
PagerDuty Operations Cloud	7.9%
Opsgenie	5.7%
Other	82.0%

IT Alerting and Incident Management

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Hemanthreddy Vakiti

Data Engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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.

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Quotes from Members

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

Pros

"We've had many sit-down conversations with the Automation Anywhere team when we were testing out the document automation. We gave them feedback about potential enhancements, so when we launched our most recent document automation use case, the capabilities were already there. We didn't need to come up with a workaround or put the project on hold because the things we needed were unavailable. That commitment to customer success stands out because they know that without us, the product won't succeed."

"Automation Anywhere has helped save many man-hours in my organization by letting us automate monotonous and repetitive tasks."

"There are things that used to take us a lot of time, like manual entries or HR queries, but now that the bots are in place, we are saving a lot of time."

"We have been with Automation Anywhere as their platinum partners, and for us, the first and foremost recommendation to any customer is Automation Anywhere, which is true from the price perspective, feature perspective, and support perspective."

"It increased productivity; it raised the productivity percentage of individuals 20 to 35%, and we also saw cost reduction."

"What I appreciate most about Automation Anywhere is its user interface, which is very friendly and simple when compared to UiPath and Power Automate, featuring drag-and-drop capabilities, control rooms for both cloud and on-premises, and the ability for business users to run bots with just half an hour of training."

"With Automation Anywhere, it will automate everything; it's smooth, effective, and very quick, making it easy to maintain websites and everything in the backend team while filtering out errors so everything is automated."

"The time savings are valuable."

More Automation Anywhere pros

"ServiceNow manages and maintains our ITOM/ITIL daily operations; it is a core piece of our environment that will only continue to grow."

"I would rate ServiceNow nine out of ten."

"If a company is looking for more accessibility, a user friendly environment where they want to explore other functionalities like HR and CSM, then ServiceNow provides that."

"ServiceNow comes as a set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications."

"I like the solution very much."

"ServiceNow has impacted our organization very positively, and we are improving day by day."

"Most of our tickets go through ServiceNow."

"To me, just the initial interface is very intuitive and user-friendly and I think it's just going to be yards ahead of what we've been doing previously."

More ServiceNow pros

"For our organization, sending notifications out via subscriptions for outages."

"xMatters is extremely scalable and extensible, giving you a lot of freedom on the applications that you want to integrate, with a large inventory of application templates and no interruptions even when traffic and volume are high, so alerts are handled without delay or compromising the quality or timeliness of delivery."

"We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution."

"The REST API has given us the chance to move away from manual work to fully automated updates."

"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, and now it's down to minutes."

"Automation of our incident notification process has increased our capability to respond."

"It brought efficiency in terms of how quickly we resolve matters and how quickly we can get in touch with the person who is actually on-call."

"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."

More xMatters pros

Cons

"Currently, there are some vulnerabilities in security that need attention in Automation Anywhere."

"Our users would like more online community forums where they can exchange information. I would also like a better way to monitor and manage all the automations we have running within our systems because our CoE governance must be robust so we are always aware of what's happening."

"The Automation Anywhere community is less active than the UiPath community, which is a downside. When I ask questions in the Automation Anywhere community, responses take a longer time."

"While using IQ Bot we found that data extraction accuracy is a bit weaker in semi-structured documents compared with structured documents. We would like to see improvement in the data extraction part of Automation Anywhere IQ Bot."

"When it comes to reading email, this solution is unstable and improvements need to be made."

"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere."

"There is a small thing from a development point of view. There should be a static site box for finding any command if I am writing a code. If there are hundreds of functions, you can only scroll up and down to find one each one. There should be a site box where we can find the commands and easily use them."

"We would like to have more ease of use for the operations team."

More Automation Anywhere cons

"I would say there had been times where it's taking a long time for a resolution."

"I do not like the user interface. I would like to see a more streamlined process to assign tickets to support people."

"ServiceNow has a user interface that mimics a web-base and is easy on the eyes however, it is too fluid."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."

"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."

"There was an outage at the ServiceNow data center servers, especially on the eastern site. Two weeks later we found out about it through some other call, not to the engineer and it was not notified anywhere on the system."

"I think the biggest thing that I've seen is when we've moved to the knowledge-based version three, which happened relatively recently, there were a lot of new improvements that came with that, but there were a lot of things that actually seemed like a little bit of a step back."

More ServiceNow cons

"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"

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

"They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can."

"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."

"The user interface could be more intuitive. When you are not familiar with integrations and you're starting fresh, looking for where to begin, it is a bit daunting and not as clear as it could be."

"A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that."

"The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process."

"From a scheduling standpoint, this is actually causing more work than what we had with Excel spreadsheets."

More xMatters cons

Pricing and Cost Advice

"The cost of this solution is a little bit high, but it is worth the price."

"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."

"Automation Anywhere is affordable."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."

More Automation Anywhere pricing and cost advice

"The setup cost is high compared to others, especially when the scope is not fixed."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"It is very expensive because it is a big organization. You have to pay for additional things."

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

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"The price is okay for us. It's reasonable."

More ServiceNow pricing and cost advice

"The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that would be 30,000, and that's no good; we wouldn't have been able to afford it. For example, we had to put in customization to sync across on-call users. For the license per user, the price is very reasonable and comparable to ServiceNow when factoring in everything that needs to get up and running."

"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."

"You should perhaps arrange an evaluation or trial to just test it out. Get your feet wet. That is so important. If you don't try it, then you won't know."

"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."

"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."

"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 Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive. If the only purpose is to call people, it doesn't justify the cost of paying more than the number of licenses that they already have."

"I do not think it is worth the value."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

Construction Company

Financial Services Firm

12%

Construction Company

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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 t...

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 ...

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What is the cost of implementation and maintenance of ServiceNow?

Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 3% of the time

Zendesk vs ServiceNow

Compared 3% of the time

Airtable vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

PagerDuty Operations Cloud vs xMatters

Compared 24% of the time

Opsgenie vs xMatters

Compared 15% of the time

Everbridge IT Alerting vs xMatters

Compared 14% of the time

FireHydrant vs xMatters

Compared 7% of the time

Splunk On-Call vs xMatters

Compared 4% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

ServiceNow

October 2026

Download ServiceNow product report

Buyer's Guide

xMatters

October 2026

Download xMatters product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

xMatters IT Management

Interactive Demo

Automation Anywhere

Demo not available

ServiceNow

Demo not available

Everbridge

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

xMatters provides robust automated notifications and incident management, enhancing alerting and critical IT incident handling with seamless integrations, ensuring timely communications.

xMatters is designed for efficient incident management and streamlined IT alerting. It offers flexibility through integrations with ServiceNow, Slack, and others, enhancing communication and workflow management during critical events. Users highlight the SaaS model, customizable on-call scheduling, and effective communication tools. These features reduce incident response times, enhance message delivery, and support team collaboration across platforms.

What features make xMatters stand out?

REST API Automation: Facilitates seamless integration and automation.
Intuitive UI: Simplifies the user experience for managing workflows.
Workflow Builder: Enhances customization for incident processes.
Integration Flexibility: Supports various tools like ServiceNow and Slack.
Customizable Scheduling: Offers tailored on-call schedules and escalation paths.
Automated Notifications: Streamlines incident response times.
Robust Logging: Ensures reliability in tracking system activities.
Device Management: Offers comprehensive control over notification devices.
Self-Service Capabilities: Empowers users in managing their alerts and settings.
Conference Bridging: Facilitates communication during incident resolution.

What benefits should users consider in reviews?

Operational Efficiency: Enhanced by seamless integrations.
Improved Incident Response: Driven by automated notification and escalation pathways.
User Empowerment: Through self-service and device management features.
Accessibility: Enabled by a SaaS-based infrastructure.
Collaboration: Boosted through messaging and conference features.

xMatters supports industries in managing IT incidents and emergency notifications. Teams prioritize alerts, maintain on-call schedules, and automate response workflows, particularly integrating with tools like ServiceNow for critical event handling. Its application in infrastructure monitoring and proactive engagement is notable across sectors.

Everbridge

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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)

October 2026

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