ServiceNow vs xMatters IT Management comparison

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Executive Summary

We performed a comparison between ServiceNow and xMatters IT Management based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: November 2022).
656,474 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The pricing of the product is quite good. It's not too expensive.""I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.""Everything about the schema, including the design of ServiceNow, is great.""I like that it's always up and running.""The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.""ServiceNow is an industry leader in multiple areas and provides an excellent ROI.""It's actually easy to understand.""The solution is stable, scalable and easy to use."

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"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.""One of the things that really attracted me is in workflows, you can write your own custom steps in JavaScript. You are not restricted to the steps that they provide. If you can write it in JavaScript, you can pretty much do anything. It gives me flexibility in ways that other platforms don't. For example, the online dashboard system we use is not a widely used one, but they have an API. So, I'm able to write the JavaScript steps to do things like check if a system's in the maintenance window or create an instant on the dashboard or change the status of an instant. I'm not dependent on the dashboard provider or xMatters creating steps for me.""The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code.""For us, their biggest feature is event alerting and the retention of those events. This way, if something goes wrong, we can provide a report of everything that was sent out and everything that was captured.""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.""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.""Simple features create flow sets and build APIs for integrations.""The ability to have the rota and then configure notifications that you can directly fire them into the group is most valuable. The India shift is from 2:00 AM to 9:00 AM, and then it is the UK shift from 9:00 AM to 5:00 PM UK time, and then there is also a defined US shift and on-call hours. It allows us to make sure that everyone is going to get notified when they need to be about an issue. We can target specific locations or users with notifications."

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Cons
"The interface requires an upgrade.""if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future.""There is inherent complexity with this tool because of the number of things that it can do.""It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue.""Making a mobile version would be helpful.""Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities.""When it comes to changing some of the features, I would like a little more leeway.""The interface can be a bit more intuitive."

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"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.""The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies.""I would like to see some more user templates. There are roles — administrator, user, etc. — but it would be nice to create a user template that restricted what people assigned that role could do.""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.""I would like some minor UI changes. I believe I filed some enhancement requests with xMatters. For example, in one area, they have some way for you to look at a particular functionality with different sets of reporting UI. However, that same reporting UI is not yet available with some other functionalities. Essentially, in their existing functionality, the xMatters application does an excellent job, but in other functionalities within their UI, they don't have that. On the back-end, they are related. Instead of one click where you can see everything, right now you need to go to different areas to access similar information. It would be nice to have everything in one place. While they have an excellent element A, I am hoping that they could just simply make that feature also available in their element B.""An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information).""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.""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."

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Pricing and Cost Advice
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • "This is a pretty expensive product, so the licensing could be better."
  • "The price is okay for us. It's reasonable."
  • "I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
  • "The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
  • "The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
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  • "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."
  • "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."
  • "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."
  • More xMatters IT Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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 the… more »
    Top Answer: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… more »
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer: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… more »
    Top Answer:I'm not really involved with the cost standpoint. I've only heard rumors of how much it costs. It seems to be on the higher end from a cost standpoint.
    Top Answer:A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what… more »
    Ranking
    Views
    52,688
    Comparisons
    34,485
    Reviews
    67
    Average Words per Review
    576
    Rating
    8.2
    Views
    2,215
    Comparisons
    960
    Reviews
    22
    Average Words per Review
    1,807
    Rating
    8.8
    Comparisons
    Also Known As
    xMatters
    Learn More
    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

    IT Central Station 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.

    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.

    Offer
    Learn more about ServiceNow
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    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.
    Top Industries
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Manufacturing Company9%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Financial Services Firm10%
    Government9%
    Comms Service Provider9%
    REVIEWERS
    Computer Software Company15%
    Financial Services Firm12%
    Comms Service Provider12%
    Energy/Utilities Company12%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm17%
    Manufacturing Company7%
    Government7%
    Company Size
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    REVIEWERS
    Small Business13%
    Midsize Enterprise7%
    Large Enterprise80%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    IT Service Management (ITSM)
    November 2022
    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: November 2022.
    656,474 professionals have used our research since 2012.

    ServiceNow is ranked 1st in IT Service Management (ITSM) with 67 reviews while xMatters IT Management is ranked 2nd in IT Alerting and Incident Management with 22 reviews. ServiceNow is rated 8.2, while xMatters IT Management is rated 8.8. The top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". On the other hand, the top reviewer of xMatters IT Management writes "Gave us the ability to validate whether messages were going out". ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Appian and Pega BPM, whereas xMatters IT Management is most compared with PagerDuty, Opsgenie, Everbridge IT Alerting, VictorOps and BigPanda.

    We monitor all IT Service Management (ITSM) 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.