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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 8.6, and holds a 22.1% mindshare in the category. Everbridge is ranked #10 in IMS , and holds a 7.4% mindshare. Additionally, 91% of ServiceNow users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.
ServiceNow
Read 223 ServiceNow reviews
  • 26,973 Views
  • 7,552 Comparison Views
91% willing to recommend
xMatters
Read 31 xMatters reviews
  • 1,050 Views
  • 840 Comparison Views
96% willing to recommend
 

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).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: August 2025).
Buyer's Guide
IT Service Management (ITSM)
August 2025
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Helped 866,088 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
6.8
Number of Reviews
223
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
31
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 22.1%, down 26.9% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 7.4% mindshare, down 8.3% since last year.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
ServiceNow22.1%
JIRA Service Management9.1%
BMC Helix ITSM8.9%
Other59.9%
IT Service Management (ITSM)
IT Alerting and Incident Management Market Share Distribution
ProductMarket Share (%)
xMatters7.4%
PagerDuty Operations Cloud23.2%
Opsgenie14.3%
Other55.099999999999994%
IT Alerting and Incident Management
 

Featured Reviews

Nikhil Gohil - PeerSpot reviewer
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 - PeerSpot reviewer
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 always get good support."
"We have found change management and CMDB to be very useful."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
More ServiceNow pros
"Simple features create flow sets and build APIs for integrations."
"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."
"For our major incident management, it has expanded what we can do in terms of the format of the communication. People can subscribe, and they can receive delivery on multiple platforms, whether it's a voice message, email, or mobile app message. It enables us to deliver the right communication to the right people in the format they want."
"Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts."
"People are able to go in and update their contact information and even set things like when they're going to be on vacation and who their backup is."
"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 have not noticed any scalability issues in the two years that we have used the system."
"The most valuable feature is getting alerts out to my user base. xMatters is the only solution that I know that has robust scheduling, calendaring for groups, and that provides very good delineation of who gets alerted and on which devices they receive their alerts."
More xMatters pros
 

Cons

"They could improve license management, particularly when integrating different applications or toolsets."
"The setup was time-consuming and required a lot of internal resources."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"An area for improvement would be the accessibility of downloaded and compressed files."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"There are sometimes challenges with the portal being a bit confusing for new users."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"It's too complicated and there are too many options."
More ServiceNow cons
"On-call management scheduling is difficult."
"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 REST API is still missing some important functionality, which we require."
"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."
"We have to create an Excel sheet for onboarding users and then upload it. But if an employee resigns, we don't have any checkpoints to validate whether the user is still active or not. We have to do that manually every week: Check who has left the organization, and do a cross-check, whether this person had any licenses or signed in to xMatters."
"If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small."
"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 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."
More xMatters cons
 

Pricing and Cost Advice

"It is an expensive platform."
"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
"The price of this solution is expensive."
"There are licensing fees."
"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."
More ServiceNow pricing and cost advice
"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 only potential concern is professional services. They are capable, but like to bill on an hourly basis."
"I know roughly what we pay per year. For what we use it for and what its purpose is, it is very valuable."
"​Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later.​"
"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."
"Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."
"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."
"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."
More xMatters pricing and cost advice
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Financial Services Firm
12%
Manufacturing Company
10%
Government
9%
Computer Software Company
30%
Performing Arts
8%
Financial Services Firm
8%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise36
Large Enterprise163
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise2
Large Enterprise24
 

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
Ask a question
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Comparisons

BMC Helix ITSM vs ServiceNow Logo
BMC Helix ITSM vs ServiceNow
Compared 6% of the time
Pega Platform vs ServiceNow Logo
Pega Platform vs ServiceNow
Compared 5% of the time
Microsoft Dynamics CRM vs ServiceNow Logo
Microsoft Dynamics CRM vs ServiceNow
Compared 5% of the time
IBM Maximo vs ServiceNow Logo
IBM Maximo vs ServiceNow
Compared 5% of the time
Microsoft Power Apps vs ServiceNow Logo
Microsoft Power Apps vs ServiceNow
Compared 5% of the time
More ServiceNow Competitors
PagerDuty Operations Cloud vs xMatters Logo
PagerDuty Operations Cloud vs xMatters
Compared 48% of the time
Everbridge IT Alerting vs xMatters Logo
Everbridge IT Alerting vs xMatters
Compared 27% of the time
Opsgenie vs xMatters Logo
Opsgenie vs xMatters
Compared 16% of the time
More xMatters Competitors
 

Product Reports

Buyer's Guide
ServiceNow
August 2025
ServiceNow reportDownload ServiceNow product report
Buyer's Guide
xMatters
August 2025
xMatters reportDownload 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)
August 2025
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