We performed a comparison between Splunk ITSI (IT Service Intelligence) and xMatters based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Splunk ITSI helps us secure our environment by allowing us to create automatons that run when alerts are triggered."
"It's scalable and expands well."
"We liked the built-in calculation of health scores."
"One particularly useful feature of Splunk ITSI is the ability to create custom services."
"ITSI provides a visual representation of complex tools and context, using color coding and other features to make it easy for anyone at the monitoring or service desk to use."
"We have a lot of teams using Splunk and they would be blind without it."
"The feature that stood out to me most from Splunk IT Service Intelligence (ITSI) was automated dashboarding or reporting. The solution lists the severity level of issues, and the response times."
"The most valuable feature is the Glass Tables. It gives you a nice, good overview of your KPIs. It's really slick and clean."
"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."
"xMatters is helpful for getting the right on-call resources. That is a key factor. It is also very user-friendly, and just a little documentation helps you to understand things such as how on-calls are configured, how groups are configured, and how users update their on-call devices."
"The automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call."
"This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send."
"The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."
"Support has been great. They responded very quickly to all the support cases that I have submitted."
"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."
"We're able to communicate better with specific groups or offices. We didn't have that capability or granularity before. It has helped in that regard."
"Integration is the most critical area to improve in Splunk IT Service Intelligence (ITSI). It wasn't a great experience because you had to do a little back and forth to integrate the solution."
"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."
"Quality-of-life features have room for improvement."
"If the product had some prebuilt machine learning features, it would add value to our use cases."
"Some of our customers occasionally require the development of the connectors when there are no native connectors so that we can develop in Python or for customer slash comments as well. If they could adjust that, it would be ideal."
"Splunk ITSI consumes a lot of CPU resources."
"We're getting alerts with delays of maybe five minutes, however, we'd like to see real-time alerting in the future."
"The problem becomes the price, as Splunk is an expensive product."
"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 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."
"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."
"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 we needed, and we had to pay a lot more to get the throughput that we needed."
"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."
"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 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."
"We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."
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Splunk ITSI (IT Service Intelligence) is ranked 5th in IT Alerting and Incident Management with 30 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. Splunk ITSI (IT Service Intelligence) is rated 8.2, while xMatters is rated 8.8. The top reviewer of Splunk ITSI (IT Service Intelligence) writes "Provides great end-to-end visibility into our network environment and helped us reduce alert noise". On the other hand, the top reviewer of xMatters writes "A versatile solution with excellent logging capabilities that reduced our time to resolve ". Splunk ITSI (IT Service Intelligence) is most compared with ServiceNow IT Operations Management, Grafana, Dynatrace, Splunk APM and BMC TrueSight Operations Management, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, Everbridge IT Alerting and OnSolve Platform for Critical Event Management. See our Splunk ITSI (IT Service Intelligence) vs. xMatters report.
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