xMatters

xMatters

Plateforme interactive d'alertes informatiques pour les grandes entreprises

4.5/5 (134 avis)

xMatters - Présentation

Description du logiciel xMatters

xMatters est une plateforme d'alerte informatique exploitable qui relaie les données entre les systèmes tout en engageant les personnes adéquates pour résoudre les incidents plus rapidement. xMatters automatise et structure la communication afin que vous puissiez prévenir les pannes, résoudre les incidents et tenir les bonnes personnes au courant de manière proactive. xMatters rassemble votre chaîne d'outils pour renforcer les capacités informatiques et de développement en permettant la connectivité entre vos solutions ainsi que les transferts dans vos processus.

Avec la plateforme cloud de communication intelligente xMatters, les utilisateurs peuvent effectuer des tâches ou résoudre efficacement des incidents en se connectant automatiquement et en avertissant les personnes les plus pertinentes d'une entreprise. Les équipes et personnes chargées de la résolution sont ciblées à l'aide des informations basées sur le planning d'astreinte, les compétences et les réaffectations. Les informations sur le planning d'astreinte enregistrent les remplacements et les jours fériés, en veillant à ce que seules les personnes concernées soient contactées. Les utilisateurs peuvent créer et automatiser des processus d'incidents critiques, envoyer et automatiser des réaffectations et configurer des notifications à déclenchement automatique à l'aide des systèmes de surveillance et de gestion de service de leur entreprise.

La technologie et les fonctionnalités intégrées à xMatters offrent une solution de communication informatique souple et automatisée. Grâce à cette plateforme entièrement fonctionnelle sur les appareils mobiles, les tablettes et les ordinateurs de bureau, les utilisateurs peuvent recevoir des mises à jour et des notifications pendant leurs déplacements. En ciblant les équipes de personnes pertinentes, xMatters vise à résoudre les incidents plus rapidement. Afin d'améliorer l'efficacité globale des processus métier et la résolution des incidents, les parties prenantes ainsi que les équipes informatiques sont automatiquement notifiées et informées de l'évolution des incidents. xMatters est conçu pour que les entreprises puissent gérer rapidement et efficacement les processus métier essentiels et les problèmes à l'aide de communications ciblées et automatiques. Utilisée par de nombreuses grandes entreprises, la plateforme est adaptée et évolutive pour une utilisation par des équipes informatiques de toutes tailles.

xMatters - Présentation

Prix

À partir de
16,00 $US/mois

Types de licence

Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix

xMatters - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine
Langues
chinois (simplifié), chinois (traditionnel), anglais, français, allemand et 6 autres, italien, japonais, coréen, portugais, russe, espagnol

Captures d'écran

Capture d'écran pour xMatters : Collaborate across teams
Capture d'écran pour xMatters : Collaborate across teams Capture d'écran pour xMatters : Customized views Capture d'écran pour xMatters : Align resources Capture d'écran pour xMatters : On-call scheduling Capture d'écran pour xMatters : Automated & flexible communication

xMatters - Avis

xMatters - Avis

Note globale
4.5
/
5 134 avis
Excellent
78

Très bien
50

Moyen
5

Médiocre
1

Mauvais
0

Rapport qualité-prix
4.3
Fonctionnalités
4.4
Simplicité d'utilisation
4.5
Support client
4.7
96% des utilisateurs recommandent cette application
Krishna C.

xMatters for alerting


Traduire avec Google Translate
Lee T.

Vital tool for on-call support and gathering techs for troubleshooting conference calls

We use xMatters primarily as an extension to notifications coming from our ticketing system. We also use its form-based notifications to send out invitations to join a conference bridge for troubleshooting situations.

The integration from the ticketing system to xMatters On Demand (their cloud solution) was made difficult by the lack of a true outbound API from our old ticketing system. Regardless, xMatters has technical experts who were able to make it work. It took some trial and error, but the interface is based on Javascript so they were able to make quick code changes as needed.

Our technicians are able to login to xMatters and configure their own devices, and determine how they want to be notified, and even set timeframes for devices. The team leaders are able to define complex shifts and coverage times for our on-call groups so that the right on-call tech gets notified during the proper time of day. This includes the ability to configure schedules for users in different time zones.

There is a learning curve for the group "supervisors" to figure out how to set up the on-call shifts, but once they grasp the ideas of shifts and learn to use the calendar feature, it all makes sense.

We are also able to leverage the use of groups-within-groups, where one group of technicians acts as the triage team for multiple groups. This allows one team to handle simple incidents and requests, allowing the Level 3 technicians to focus on project and development work without being interrupted by simple service requests and routine incidents during the day, while still allowing them to be available when needed for after-hours on-call support.

We are also using xMatters form-based announcements, whenever it's necessary to send out a notification to a larger distribution of technicians, typically providing information about joining a conference bridge. We can either use xMatters' conference bridge or our own 3rd party conference bridges.

The forms feature allows us to build fill-in-the-blanks forms without having to write code. Also, forms can be saved with certain fields and drop-down selections already determined, creating "scenarios" that we can use over and over. We're still in the early learning stages of the forms capabilities; xMatters also offers integration capabilities that we haven't leveraged yet. For example, we should eventually be able to trigger messages that make calls to 3rd party systems using their Integration Builder features.


Traduire avec Google Translate
Burdell C.

Excellent level of Customer Service

The xMatters staff continuously offers us a high level of Customer Service. When I have contacted Rennie Chen or the Support Team (Kim Jue, Jason, Wong) I have always received excellent customer service. They diligently work with me to resolve any issues and answer any questions I might have. They also explain to me in detail the resolution for my issues. When I contact this team of professionals, I know any issues I'm experiencing will be resolved in a timely and efficient manner. I have enjoyed working with this team over the years.


Traduire avec Google Translate
Aaron A.

xMatters is great!

xMatters is simple to use, efficient and effective! We began using xMatters for basic paging and messaging for specific departments and teams but have now evolved into automation and integration with a few of our essential tools like NewRelic, Nagios, and ServiceNow. We love the fact that how well xMatters has worked for us to the point we are looking into their BCM solution as well. We are more efficient, more informed, and have a much faster response time to incidents involving critical business elements. The staff is awesome! They are always on top of any questions or concerns we may have.


Traduire avec Google Translate
Christina M.

xMatters Review

I feel the product does a great job and has been very reliable. The organization has been great as far as informing their customers on new features and functionality. Where I do feel they could use some work is on their licensing model. I feel it is complicated to figure out their pricing model and they should address this as well as the product is very pricing if you want to extend it for "limited use" within your organization.


Traduire avec Google Translate
Krishna C.
Secteur d'activité: Logiciels
Taille de l'entreprise: 10 001+ employés
Traduire avec Google Translate

xMatters for alerting

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 02/04/2019
Provenance de l'avis : Capterra

Avantages

We use xMatters along with Jira to send out production pages to personal mobiles. Automated workflows, acknowledgements and escalations are great features.

Inconvénients

The UI is not so intuitive especially for first time users.

Traduire avec Google Translate

Réponse de xMatters

Thanks for your review, Krishna. We're glad you're leveraging our integrations. Do check out our latest feature, Flow Designer (xmatters.com/flow-designer). It's visual interface makes automating incident management workflows even easier.

Our UI is always in development. If you have changes you'd like to propose, visit our online community or send us a support ticket with your ideas so we can continue to improve.

Thanks, Krishna!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Lee T.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 1 001-5 000 employés
Traduire avec Google Translate

Vital tool for on-call support and gathering techs for troubleshooting conference calls

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 10/01/2017
Provenance de l'avis : Capterra

We use xMatters primarily as an extension to notifications coming from our ticketing system. We also use its form-based notifications to send out invitations to join a conference bridge for troubleshooting situations.

The integration from the ticketing system to xMatters On Demand (their cloud solution) was made difficult by the lack of a true outbound API from our old ticketing system. Regardless, xMatters has technical experts who were able to make it work. It took some trial and error, but the interface is based on Javascript so they were able to make quick code changes as needed.

Our technicians are able to login to xMatters and configure their own devices, and determine how they want to be notified, and even set timeframes for devices. The team leaders are able to define complex shifts and coverage times for our on-call groups so that the right on-call tech gets notified during the proper time of day. This includes the ability to configure schedules for users in different time zones.

There is a learning curve for the group "supervisors" to figure out how to set up the on-call shifts, but once they grasp the ideas of shifts and learn to use the calendar feature, it all makes sense.

We are also able to leverage the use of groups-within-groups, where one group of technicians acts as the triage team for multiple groups. This allows one team to handle simple incidents and requests, allowing the Level 3 technicians to focus on project and development work without being interrupted by simple service requests and routine incidents during the day, while still allowing them to be available when needed for after-hours on-call support.

We are also using xMatters form-based announcements, whenever it's necessary to send out a notification to a larger distribution of technicians, typically providing information about joining a conference bridge. We can either use xMatters' conference bridge or our own 3rd party conference bridges.

The forms feature allows us to build fill-in-the-blanks forms without having to write code. Also, forms can be saved with certain fields and drop-down selections already determined, creating "scenarios" that we can use over and over. We're still in the early learning stages of the forms capabilities; xMatters also offers integration capabilities that we haven't leveraged yet. For example, we should eventually be able to trigger messages that make calls to 3rd party systems using their Integration Builder features.

Avantages

Flexibility in use, support is quick to respond, xMatters continues to add features through frequent updates to the instances

Inconvénients

We had to rely 100% on having their techs write the integration between our ticketing system and xMatters, which makes us reliant on them for any corrections/updates. This is likely due to our ticketing system - I can't speak to all implementations.

Also, there are some functions we used to have with the on-premise version that we don't have anymore in the cloud solution. This is not an insurmountable issue, but we did have to make some accommodations.

Traduire avec Google Translate

Réponse de xMatters

Hi Lee. Thanks very much for leaving an xMatters review on Capterra and for your positive comments. We are always looking at ways to improve our product for our customers and if there are specific features you are looking for please let your CSM know and we will review it internally. Our next quarterly release is coming soon and we look forward to sharing details on new enhancements especially with regards to integrations that should make it even easier for you to integrate with other tools that your organization leverages.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Burdell C.
Secteur d'activité: Aviation et industrie aéronautique
Taille de l'entreprise: 1 001-5 000 employés
Traduire avec Google Translate

Excellent level of Customer Service

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 20/01/2017
Provenance de l'avis : Capterra

The xMatters staff continuously offers us a high level of Customer Service. When I have contacted Rennie Chen or the Support Team (Kim Jue, Jason, Wong) I have always received excellent customer service. They diligently work with me to resolve any issues and answer any questions I might have. They also explain to me in detail the resolution for my issues. When I contact this team of professionals, I know any issues I'm experiencing will be resolved in a timely and efficient manner. I have enjoyed working with this team over the years.

Avantages

User friendly

Inconvénients

* No calendar available to clients listing future Updates and Maintenance. My organization is requesting that I submit a Change Request when any change(s) are made in Production. This has been a nightmare for me because sometimes I'm not aware of these Updates and Maintenance until they are being implemented. I realize these changes are usually seamless however my organization has requested that I submitted a CR in advance for all Updates and Maintenance.

* Groups can not easily be exported from Non-Production to Production.

Traduire avec Google Translate

Réponse de xMatters

Dear Burdell. Thanks for your review of xMatters. We¿re so glad you have had great experiences with our team. We hope to keep wow¿ing you with our products and our people. If you subscribe to http://status.xmatters.com you can take a look at the status as well as information regarding upcoming releases. If you have any additional feedback on how we may improve this, please contact your CSM.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Aaron A.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 501-1 000 employés
Traduire avec Google Translate

xMatters is great!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 17/01/2017
Provenance de l'avis : Capterra

xMatters is simple to use, efficient and effective! We began using xMatters for basic paging and messaging for specific departments and teams but have now evolved into automation and integration with a few of our essential tools like NewRelic, Nagios, and ServiceNow. We love the fact that how well xMatters has worked for us to the point we are looking into their BCM solution as well. We are more efficient, more informed, and have a much faster response time to incidents involving critical business elements. The staff is awesome! They are always on top of any questions or concerns we may have.

Avantages

The ease of use is a plus for users who may not be familiar with this type of tool. It's easy to teach and well received.

Inconvénients

The mobile app leaves something to be desired.

Traduire avec Google Translate

Réponse de xMatters

Hi Aaron. Thank you for taking the time to leave a review for xMatters. Reviews help us make better products and offer outstanding service. We are so excited to see how many systems you have integrated our xMatters solution with including: New Relic, Nagios, and ServiceNow. You¿ll be happy to hear that we will continue to build on our integration capabilities and make it even faster for you to integrate with systems in your toolchain. Our next release is coming out shortly, so stay tuned for the video highlighting some of those features. We are always looking to improve our product and mobile is a focus for us. If you have specific feedback on how we can improve it, please contact your CSM and they will track it.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Christina M.
Secteur d'activité: Entreposage
Taille de l'entreprise: 10 001+ employés
Traduire avec Google Translate

xMatters Review

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 16/01/2017
Provenance de l'avis : Capterra

I feel the product does a great job and has been very reliable. The organization has been great as far as informing their customers on new features and functionality. Where I do feel they could use some work is on their licensing model. I feel it is complicated to figure out their pricing model and they should address this as well as the product is very pricing if you want to extend it for "limited use" within your organization.

Avantages

Ease of use, reliability and the find/assign with escalation capabilities. Having one tool to notify and also be able to do scheduling for on-call rotations is a benefit.

Inconvénients

Pricing is too high as well as the pricing model for purchasing licensing. It is based on business cases versus just something like we offer 3 types of licenses that do x, y, and z.

Traduire avec Google Translate

Réponse de xMatters

Hi Christina. We are so happy our product is working well for your business and appreciate you taking the time to review. Our next quarterly release is coming soon and we look forward to sharing details on our integration directory and enhanced timeline report.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Recommandation utilisateur
8.8/10
Basé sur 134 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

xMatters - Prix

xMatters - Prix

À partir de
16,00 $US/mois
Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4.3/5
Basé sur 134 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

xMatters - Fonctionnalités

xMatters - Fonctionnalités

API
Alertes et remontée des problèmes
Audit
Contrôle d'accès
Données en temps réel
Gestion de la conformité
Gestion des flux de travail
Importation et exportation de données
Interface glisser-déposer
Intégration de tiers
Intégration des applications
Monitoring
Notifications automatiques
Outils de collaboration
Rapports et statistiques
Suivi des activités
Surveillance en temps réel
Sécurité SSL
Tableau de bord d'activités
Visualisation de données
Fonctionnalités
4.4/5
Basé sur 134 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

xMatters - FAQ

xMatters - FAQ

Voici quelques-unes des questions fréquentes sur xMatters.

Q. Quels sont les types de licence disponibles pour xMatters ?

Types de licences disponibles pour xMatters :

À partir de: 16,00 $US/mois

Type de licence: Gratuit, Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel xMatters ?

Nous n'avons pas d'informations sur les fonctionnalités de xMatters.

Q. Qui utilise xMatters ?

Utilisateurs habituels du logiciel xMatters :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues xMatters est-il disponible ?

Langues dans lesquelles xMatters est disponible :

chinois (simplifié), chinois (traditionnel), anglais, français, allemand, italien, japonais, coréen, portugais, russe, espagnol

Q. Quels sont les types de licence disponibles pour xMatters ?

Types de licences disponibles pour xMatters:

Gratuit, Abonnement

Q. xMatters prend-il en charge les appareils mobiles ?

Appareils pris en charge par xMatters :

Android, iPhone, iPad

Q. Avec quelles applications xMatters peut-il s'intégrer ?

Applications s'intégrant à xMatters :

Cyfe, Fusion Framework System, HipChat, PagerDuty, Panopta, ServiceNow, Statuspage, Twitter, Workato, Zendesk

Q. Quelles sont les ressources d'aide disponibles pour xMatters ?

Ressources d'aide disponibles pour xMatters :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo