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)."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."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"SPM and ITSM features are the most helpful."
"The solution integrates well with other products."
"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."
"For our organization, sending notifications out via subscriptions for outages."
"Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event."
"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."
"Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."
"The UI: It is easily navigable."
"The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."
"The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."
"When it comes to changing some of the features, I would like a little more leeway."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Its stability and pricing need improvement."
"It's a little expensive compared to other tools."
"I do not like the user interface."
"It's too complicated and there are too many options."
"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 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."
"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."
"On-call management scheduling is difficult."
"In terms of intuitiveness and flexibility of xMatters when it comes to customizing on-call schedules, rotations, and escalations, for me, as an IT professional, setting it up isn't that big of a deal, but I understand that some people struggle with it because when you get wrapped up into it. You can get lost. It's not super complex, but it's complicated enough to the point where you can say that you should have done it another way. The shift part can be confusing for some people. In that respect, one of the shortcomings my team has found is when we have to add another person, such as a new hire, to xMatters, we can't add them to a group within xMatters without having to put them on a shift. If we put them in a group, they have to be on-call. We can create their account, and then they're just out there in limbo until their team says, "You have to be on this shift." One piece of feedback for xMatters is to figure out how to have manageable groups so that they're contactable from xMatters. They do not necessarily have to be on a shift right from the start or at all for that matter."
"If you want to alter a custom field, you can do so via import/export. But you can't have an unlimited number of custom fields, so in a large environment with a lot of teams, team provisioning becomes more difficult."
"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."
"Additional built-in integrations with other applications would be an area of improvement."
ServiceNow is ranked 1st in IT Service Management (ITSM) with 211 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. ServiceNow is rated 8.4, while xMatters is rated 8.8. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of xMatters writes "Enabled us to meet our "lights out" goal and repurpose staff to do work of greater value". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, Everbridge IT Alerting, OnSolve Platform for Critical Event Management and Splunk On-Call.
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