Hate Surprises? Gain Single Pane Visibility Across Your Business
Visibility Is Power
Whether it's a customer-facing incident, digital service downtime, or unmanaged responses to critical issues, xMatters provides the insights and visibility—at microscope depth and telescope breadth—to gain a complete line of sight across your business.
Prevent and reduce incident impact
Understand how teams work together to resolve issues
Make informed decisions to optimize resolution processes
Gain ‘play-by-play’ visibility into event progression and valuable information for post-mortem analysis to improve resolution processes. Monitor team performance when fixing issues to gauge who needs coaching.
Understand how you connected with resolvers by pinpointing when and how recipients were notified, and whether notifications were successfully delivered
Assess how team members impacted issue resolution by gauging recipient response details and contribution scores
Review information around troubleshooting details and resolution steps to paint a complete picture around an issue, reinforcing best practices and correcting missteps
Use xMatters Time Machine like instant replay for incident management. See what tactics and strategies your teams used to handle incidents—learn what worked… and what really didn’t.
Get line-of-sight into team members who were on-call during a specific moment to understand how well they handled incident response
Communication Plan State
Correlate an incident state with a step in your designed resolution process to ensure fixes have their desired effect
Review the devices targeted during incidents and adjust user profiles if communication attempts aren’t engaging users
Real-Time Event Visibility
When you have issues requiring rapid coordination among team members, you need to have up-to-the-second information about your key service level indicators. Whether you’re tracking team member engagement or the latest shared idea on how to resolve, xMatters gives you a real-time view of what’s happening.
Gain situational awareness with a unified view across your infrastructure, service desk, application performance, and more
After you've requested help from IT, DevOps or another team, you can quickly assess whether you've engaged enough people by reviewing targeted users, deliveries, and responses
Reporting Engine Integrations
Measure and make decisions from your xMatters data directly within the service desk external reporting systems you already use
Gain a broad perspective on team performance and drill into user performance to assess contribution and improvement areas. Measuring team and individual resolution performance can be tough, but xMatters has it figured out with defined structure and measurement points established throughout collaboration processes.
Understand if team members are processing or ignoring issues by assessing the percentage of notifications they responded to
Time to Respond
Improve MTTR by measuring the maximum and average time it takes users or groups to respond to an event
Measure the quality of a user's response by assigning scores to response types based on how they impact the resolution process, such as defining an escalation to someone else as a negative response when action is required
Conference Call Assessment
Bring structure to conference calls by managing the timeliness and attendance of your team members through conference history reports