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ServiceNow vs xMatters comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

Sentiment score
8.5
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
No sentiment score available
 

Room For Improvement

Sentiment score
4.5
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
No sentiment score available
 

Scalability Issues

Sentiment score
7.9
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
No sentiment score available
 

Setup Cost

No sentiment score available
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
No sentiment score available
 

Stability Issues

Sentiment score
8.0
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
No sentiment score available
 

Valuable Features

Sentiment score
8.4
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
No sentiment score available
 

Categories and Ranking

ServiceNow
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
214
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
xMatters
Average Rating
8.8
Reviews Sentiment
7.6
Number of Reviews
31
Ranking in other categories
IT Alerting and Incident Management (7th)
 

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. ServiceNow is designed for IT Service Management (ITSM) and holds a mindshare of 26.1%, down 27.4% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 8.1% mindshare, down 9.5% since last year.
IT Service Management (ITSM)
IT Alerting and Incident Management
 

Featured Reviews

Fabio QUINTANILHA - PeerSpot reviewer
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
Dean-Robinson - PeerSpot reviewer
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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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
25%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
Computer Software Company
29%
Financial Services Firm
20%
Manufacturing Company
6%
Retailer
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
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 th...
Would you choose ServiceNow over Microsoft PowerApps?
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 ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
What do you like most about xMatters ?
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 persona...
What is your experience regarding pricing and costs for xMatters ?
The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that w...
What needs improvement with xMatters ?
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...
 

Also Known As

No data available
xMatters IT Management
 

Overview

 

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.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: October 2024.
816,406 professionals have used our research since 2012.