Splunk ITSI (IT Service Intelligence) vs xMatters comparison

Splunk and Everbridge are both solutions in the IT Alerting and Incident Management category. Splunk is ranked #3 with an average rating of 8.4, while Everbridge is ranked #11. Splunk holds a 2.2% mindshare in IMS, compared to Everbridge’s 5.8% mindshare. Additionally, 97% of Splunk users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

Splunk ITSI (IT Service Int...

Read 51 Splunk ITSI (IT Service Intelligence) reviews

2,996 Views
330 Comparison Views

97% willing to recommend

xMatters

Read 31 xMatters reviews

1,177 Views
989 Comparison Views

96% willing to recommend

Splunk ITSI (IT Service Int...

xMatters

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Executive SummaryUpdated on Jan 2, 2025

xMatters and Splunk ITSI compete in the IT service management space. xMatters has the upper hand in integration capabilities and customer service, while Splunk ITSI is stronger in analytics and machine learning.

Features: xMatters offers automated incident management and integrates seamlessly with ServiceNow to improve resolution times and user management. It provides on-call rotation automation and accurate incident logging. Splunk ITSI features advanced analytics and machine learning, providing anomaly detection, predictive capabilities, and comprehensive IT service management.

Room for Improvement: xMatters could enhance its reporting capabilities, streamlining integration processes, and offer more intuitive customization features. It also requires better community support. Splunk ITSI needs more cost-effective pricing, improved predictive analytics, and simpler integration and customization processes to maximize its potential.

Ease of Deployment and Customer Service: xMatters is versatile across private, public, and hybrid cloud environments and is praised for an intuitive platform and excellent customer service. Splunk ITSI is flexible across cloud configurations but struggles with integration and has a steep learning curve. xMatters user service is more engaging and personalized compared to Splunk ITSI's standard experience.

Pricing and ROI: xMatters’ pricing is based on the number of users rather than alerts, offering a better ROI when used for notifications from multiple monitoring tools. Though considered expensive, it provides cost savings through improved incident management. Splunk ITSI is premium-priced, which might be a barrier for some organizations, but its analytics and integration capabilities justify the cost for larger enterprises seeking deep insights.

To learn more, read our detailed Splunk ITSI (IT Service Intelligence) vs. xMatters Report (Updated: December 2025).

Buyer's Guide

Splunk ITSI (IT Service Intelligence) vs. xMatters

December 2025

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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

Splunk ITSI (IT Service Int...

Ranking in IT Alerting and Incident Management

3rd

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Application Performance Monitoring (APM) and Observability (12th)

xMatters

Ranking in IT Alerting and Incident Management

11th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the IT Alerting and Incident Management category, the mindshare of Splunk ITSI (IT Service Intelligence) is 2.2%, down from 3.2% compared to the previous year. The mindshare of xMatters is 5.8%, down from 6.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
Splunk ITSI (IT Service Intelligence)	2.2%
xMatters	5.8%
Other	92.0%

IT Alerting and Incident Management

Featured Reviews

Ahmed Naguib

Director at Techpace

Identifying complex diagnostics and alert management improvements needed

The best features of Splunk ITSI (IT Service Intelligence) are the APM, the Application Performance Monitoring, and the diagnostic capabilities. It is state-of-the-art. The intelligent alerting in Splunk ITSI (IT Service Intelligence) is very good. The predictive analysis can give you proactive information about potential bottlenecks that can occur on applications, desk, storage, SQL servers, databases, or other systems. It is very effective. The customizable dashboards in Splunk ITSI (IT Service Intelligence) facilitate our customers because they are highly adaptable. We have multiple types of dashboards, depending on who will be utilizing them, such as engineering, middle management, IT heads, or NOC teams that will be monitoring systems. The metrics I rely on for monitoring in Splunk ITSI (IT Service Intelligence) depend on what kind of asset or CI we are monitoring. For applications, we have the number of concurrent transactions, response time from the database, and write time on the desk. There are multiple parameters and metrics that we utilize in the monitoring part within ITSI.

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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

"ITSI includes a feature called a glass table."

"The solution's most valuable feature is the aggregation of the metrics and the relative ease of getting them away from search."

"I find the episode review, glass tables, and correlation search features very useful."

"We liked the built-in calculation of health scores."

"The glass tables are very helpful."

"Splunk ITSI offers a valuable visualization tree that allows us to map and analyze dependencies and co-dependency within our environment."

"Splunk's intuitive interface and scalability make it accessible to non-technical users, and its capacity to monitor every millisecond of data across multiple applications is truly impressive."

"The modeling required to setup ITSI has been very helpful in providing us a better understanding and a logical view of our services. The modeling is flexible and can be as granular or high level as our needs dictate."

More Splunk ITSI (IT Service Intelligence) pros

"Made it very easy to implement our roster of people who receive alarms with the REST API."

"Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."

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

"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."

"The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain."

"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."

"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."

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

More xMatters pros

Cons

"The problem becomes the price, as Splunk is an expensive product."

"They should make it easier to use. Many people are new to it. It is hard and has a steep learning curve."

"We experience occasional delays in receiving solutions from Splunk technical support. Splunk's support for P3 cases seems inadequate, as they frequently switch support personnel. For instance, in a single P3 case, we had three different technical support representatives assigned. We were ultimately forced to escalate the issue to our account manager to get it resolved. In essence, we never receive complete support from a single point of contact; instead, the support team keeps changing, necessitating us to explain the problem from scratch each time."

"After upgrading Splunk ITSI from version 4.11 to 4.13, the analyzer stopped finding values for KPS and services."

"If they can somehow integrate it with AI in the near future, it will definitely be a game changer."

"ITSI could benefit from a security model that would allow operations team members to get involved in model building, KPI implementation, and model maintenance, while maintaining appropriate segregation of duties."

"It would be advantageous to enhance the dashboard by incorporating sections for monitoring, service health, and a filter for the KPIs."

"There should be entity conflict resolution, specifically regarding duplicate entities. There should be case sensitivity for various keys amongst entities, specifically host names. We need IT metrics-based indexes and more content packs. I know they are coming out with these features"

More Splunk ITSI (IT Service Intelligence) cons

"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."

"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."

"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."

"When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business."

"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."

"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."

"While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point."

"We would like to see the integration between our ITSM solution and xMatters."

More xMatters cons

Pricing and Cost Advice

"I would prefer that the price be reduced, as it would be easier to implement it and to sell it."

"Splunk ITSI is expensive."

"Splunk ITSI is a premium application and comes with a premium price tag."

"It would have been good if the product cost was much lower."

"Splunk ITSI is expensive compared to other tools."

"Splunk ITSI is an expensive tool, and we need to purchase the utility license."

"It depends on how big an organization is. If we have a lot of resources, the licensing needs to be upgraded. If we have a small environment, the licensing cost is definitely going to be less."

"Splunk ITSI is expensive; however, with the appropriate use case, it justifies the cost."

More Splunk ITSI (IT Service Intelligence) pricing and cost advice

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

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

"This is a subscription-based, SaaS solution."

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

"xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified the cost for our organization."

"I'm not really involved with the cost standpoint. I've only heard rumors of how much it costs, and if it costs what I think it costs, its cost is very high as compared to a lot of other tools that we're using here. It seems on the higher end from a cost standpoint."

"The only potential concern is professional services. They are capable, but like to bill on an hourly basis."

"The features they provide, versus the cost, are pretty good."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

10%

Computer Software Company

Government

Performing Arts

13%

Financial Services Firm

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	11
Midsize Enterprise	9
Large Enterprise	32

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

Questions from the Community

What do you like most about Splunk ITSI (IT Service Intelligence)?

Our mean time to detect is down to five minutes.

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What is your experience regarding pricing and costs for Splunk ITSI (IT Service Intelligence)?

Pricing can vary significantly based on the selected modules and deployment choices. Splunk ITSI tends to be more expensive compared to some open-source solutions.

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What needs improvement with Splunk ITSI (IT Service Intelligence)?

Splunk ITSI (IT Service Intelligence) can be improved in terms of the service management function, which is the only drawback, and there are some limitations in terms of event correlation, specific...

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Product Reports

Buyer's Guide

Splunk ITSI (IT Service Intelligence)

December 2025

Splunk ITSI (IT Service Intelligence) report

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Buyer's Guide

xMatters

December 2025

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Also Known As

No data available

xMatters IT Management

Overview

Splunk IT Service Intelligence (ITSI) is a powerful analytics-driven monitoring and analytics solution that provides real-time insights into the health and performance of IT services.

It enables organizations to proactively identify and resolve issues, optimize service delivery, and improve overall IT operations. With its advanced machine learning capabilities, ITSI automatically detects anomalies, predicts future events, and prioritizes alerts based on business impact.

The solution offers a centralized view of IT services, allowing users to visualize and analyze data from multiple sources in a single dashboard. ITSI also provides customizable KPIs, service-level agreements (SLAs), and key performance indicators (KPIs) to measure and track service performance.

With its intuitive interface and powerful analytics capabilities, Splunk ITSI empowers IT teams to deliver reliable and efficient services, ensuring maximum uptime and customer satisfaction.

Splunk

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

TransUnion, Cox Automotive, Carnival Cruises, Leidos, Econocom, National Ignition Factory, Entrust Datacard, Molina Healthcare, United States Census Bureau

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

Splunk ITSI (IT Service Intelligence) vs. xMatters

December 2025

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