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 #4 with an average rating of 8.2, while Everbridge is ranked #9. Splunk holds a 4.0% mindshare in IMS, compared to Everbridge’s 6.1% 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 50 Splunk ITSI (IT Service Intelligence) reviews

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97% willing to recommend

xMatters

Read 31 xMatters reviews

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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: April 2025).

Buyer's Guide

Splunk ITSI (IT Service Intelligence) vs. xMatters

April 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

4th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Application Performance Monitoring (APM) and Observability (10th)

xMatters

Ranking in IT Alerting and Incident Management

9th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the IT Alerting and Incident Management category, the mindshare of Splunk ITSI (IT Service Intelligence) is 4.0%, up from 1.4% compared to the previous year. The mindshare of xMatters is 6.1%, down from 9.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management

Featured Reviews

Sunil K R

Senior Software Engineer at Wipro Limited

Helps improve our incident response time, and our mean time to resolve, but visibility is limited

In my previous project, I successfully led the end-to-end deployment of a Splunk migration. The process went smoothly thanks in part to Splunk's professional services team. They conducted a thorough assessment, identified all our potential pain points, and developed a tailored solution and migration plan. This comprehensive approach ensured a seamless transition. Our core deployment team consisted of 5 internal members and two specialists from Splunk. Additionally, the project included a project manager and a product owner. We also benefited from the expertise of two professional service consultants and two representatives from the customer's side. An on-site admin architect further provided valuable technical support. Throughout the deployment process, we leveraged support from various resources whenever necessary. This included assistance with configuration changes, deployments, and other related tasks. We also collaborated effectively with our teammates to ensure a smooth and successful implementation.

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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

"The most valuable features of Splunk ITSI are event analytics and service insight."

"Having worked closely with Splunk support engineers, I've observed their high capabilities in resolving issues."

"The flexibility to develop and consolidate many solutions into one platform is great."

"Customers have noted the solution helps streamline incident management."

"The root cause analysis is very helpful for us."

"ITSI's most valuable feature is that it's easy to integrate DLP."

"The most valuable feature is the Glass Tables. It gives you a nice, good overview of your KPIs. It's really slick and clean."

"Splunk ITSI can be easily integrated with the incident management platform. You can automate workflows and certain actions can be taken."

More Splunk ITSI (IT Service Intelligence) pros

"It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes."

"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."

"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 UI: It is easily navigable."

"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."

"Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."

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

"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."

More xMatters pros

Cons

"Splunk ITSI generates numerous false positives and has the potential for enhancement."

"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."

"The biggest improvement area is making it open to developers. Right now, it is very closed. It can only be downloaded by people who have a license to and not everyone. If it is open to everybody, more people will use it."

"The user interface visualization could be improved."

"It is pretty okay. I am not sure whether the current release has already moved to the new framework where instead of the glass tables, we can directly use the Dashboard Studio. It would be nice to have that integrated into the same framework."

"The cost of the license could be lower."

"The solution should integrate more features in NEAP."

"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

"On-call management scheduling is difficult."

"I've asked for the ability to have tags on groups, and for dynamic lists, meaning the ability to pull data from another location and use it in xMatters dynamically. Right now, for example, if I have a form and want to populate a list, it's a manual process. I have to copy and paste the list items."

"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."

"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."

"They could make the product more customizable."

"One of the main reasons why we don't use xMatters for monitoring and alerting is that it doesn't use the rota to call the person who's on-call. It doesn't look up the rota to find out who's on-call and then contacts that person directly. I am not sure if this has changed now, but the last time we checked, this functionality wasn't there. This is one of the main improvements. We're happy with the rest of it."

"The REST API is still missing some important functionality, which we require."

"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."

More xMatters cons

Pricing and Cost Advice

"I know that it is expensive, but I do not think there is another solution that can do similar things for that price."

"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."

"I wouldn't say there's been an issue with the solution's pricing because we went through the AWS marketplace and negotiated directly with Splunk."

"Splunk is pretty expensive, but it gives you a decent insight into the data. It is easy to learn, and ITSI has a great interface. You can run those queries and pass the data. I"

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

"The cost of the modules is a bit high for non-global companies, making it difficult for them to afford Splunk ITSI."

"The pricing of Splunk is a bit high."

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

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

"I know roughly what we pay per year. For what we use it for and what its purpose is, it is very valuable."

"You pay for the user, not the number of alerts. Therefore, xMatters provides a better ROI, if you can leverage it for notifications based on alerts from other monitoring tools. "

"If the licensing were cheaper, our customer might buy more."

"I don't make the decisions on the cost aspect. We haven't had any complaints. I think it has a reasonable price."

"It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license."

"The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."

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

"I would definitely say it's worth the value. I wouldn't say it's expensive, but most people who pick xMatters are not going to select xMatters based on price. There are other lower-priced competitors that are out there. But I would say for what we're getting, it's worth the money."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

21%

Computer Software Company

14%

Government

11%

Manufacturing Company

Computer Software Company

34%

Financial Services Firm

21%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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.

See all answers

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

Splunk ITSI could benefit from including more features that other solutions support, such as vulnerability management modules. This would help manage vulnerabilities effectively, allowing my organi...

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Compared 32% of the time

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Compared 30% of the time

ServiceNow vs xMatters

Compared 22% of the time

Opsgenie vs xMatters

Compared 17% of the time

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Product Reports

Buyer's Guide

Splunk ITSI (IT Service Intelligence)

April 2025

Splunk ITSI (IT Service Intelligence) report

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Buyer's Guide

xMatters

April 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

April 2025

Free Report: Splunk ITSI (IT Service Intelligence) vs. xMatters

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