Evolve Your IT Service Management With A Connected Ecosystem

The role of IT Services is blurring. As organizations embrace continuous delivery principles and fail-fast mindsets, it can be difficult to determine whether something’s broken. Responsibility for supporting digital services is distributed between IT and development teams, often with overlapping work. An increasing volume of applications are trying to tell you things about incidents and it’s harder than ever to separate insights from noise. With the xMatters Digital Service Availability platform, your business can seamlessly evolve with this changing world.

WATCH TOOLCHAIN MAGIC
Incident Management toolchain

TURN MONITORING INSIGHTS INTO RESOLUTION ACTIONS

When your APM software detects an important problem like a server failure, it’s essential to notify your incident management team to ensure the issue gets fixed. xMatters lets you set triggers to prioritize important issues accordingly. Convert monitoring alerts into service desk tickets with a click of a button, while automatically retaining the information around the alert. This structured and guided workflow around an issue guarantees it will reach the resolution finish line.

GO WAY BEYOND IT ALERTING
Automated Routing

Set priority thresholds and notify relevant team members about issues so they can kick off the resolution process

Actionable Responses

Whether you need to start a conference bridge or create a service desk ticket, custom actions let you take the necessary steps to resolve an important issue

Incident Correlation

Focus on real problems rather than redundant signals by grouping related alerts into a single managed incident

IT’S SIMPLE: ORCHESTRATED RESOLUTION SOLVES COMPLEX ISSUES FAST

Applications are rapidly replacing people as problem detectors, causing a radical transformation in incident management. Every touchpoint in a resolution process can be automated, streamlined, and archived. And, subject matter expertise lives across multiple departments. Sound daunting? With xMatters, you can actually exploit this evolving reality to connect people, data, and tools to accelerate resolution.
OPTIMIZE IT OPS PROCESSES
Multi-Step Workflow

Optimize complex processes that require collaboration from multiple teams and data from numerous systems

Flood Control

Shield resolvers from receiving large volumes of unnecessary notifications so they can focus on getting stuff done

Smart Notifications

Gain complete situational awareness and take resolution actions directly from notifications

COLLABORATE AT A MOMENT’S NOTICE TO ACCELERATE RESOLUTION

Sometimes you need more brain power to address an incident... and sometimes you just need some moral support. xMatters helps you get multiple team members to swarm an issue, starting a conversation at a moment's notice within a ChatOps channel or a conference call. And, if you’re on the move when a problem strikes, the xMatters mobile app is your in-pocket incident command center.

  • ChatOps
    Start a channel that includes an incident’s complete context. Once an incident is resolved, the ChatOps conversation with resolution insights is captured in the service desk ticket.
  • Conference Bridge
    Rally team members into a conference call when anything less than a live voice conversation won’t do.
  • Mobility
    Kick off resolution processes, escalate a notification into a support ticket, spin up a ChatOps channel, or start a conference bridge directly from the mobile app to address problems from anywhere.
EXPLORE CHATOPS INTEGRATIONS

BUILD BRIDGES, NOT SILOS—ENGAGE SME'S ACROSS YOUR BUSINESS

Your customers demand your digital services to be available 24/7, so you need to develop a support coverage model that’s always on, and that excels at finding the right resources for any situation. You know those infrastructure engineers that are so hard to track down? Let xMatters find them for you. Establish connections across departments and break down silos—because when customers are impacted, everyone is on the same team.

MASTER ON-CALL MANAGEMENT
Expert Identification

Automatically find resolvers based on skill set, language, geography, certifications, and more, saving time when you need help fast

On-Call Scheduling

Ensure comprehensive coverage while spreading the workload burden. Manage schedules, escalations, and rotations with the ease of an intuitive interface and the scale to support even the largest enterprises

System Alignment

Bridge critical resolution processes to span multiple teams and tools. An issue in Jira and a ticket in ServiceNow can be connected with same problem, letting teams work the way they like to

AUTOMATIC STAKEHOLDER UPDATES LET RESOLVERS FOCUS ON FIXING

When your responders are under intense pressure to resolve [customer-impacting] incidents, they shouldn't be burdened with giving periodic updates to executives, customers, and other key stakeholders. xMatters automates communication on a need-to-know basis, with tailored messages that provide the appropriate level of technical depth and business impact based on a recipient’s function.
AUTOMATE YOUR INCIDENT MANAGEMENT
Communication Designer

Design messages with customized levels of technical details and information around incident progress. Send updates in business language to executives while concurrently delivering messages to resolvers with technical details.

Subscriptions

Empower stakeholders to opt-in to receiving communications for incident types they care about. Send customer-facing incident updates to executives, and infrastructure. incident updates to network managers

Statuspage System Integration

Integrate with customer-facing systems such as Statuspage to send updates on incidents that directly impact service delivery

GAIN COMPLETE INCIDENT VISIBILITY TO IMPROVE TEAM PERFORMANCE

See a second-by-second picture of how an incident is progressing and make on-the-fly optimizing decisions if things need tweaking. Learn from the past by accessing every possible data point around the DNA of an incident, ranging from on-call schedules to team member contribution levels to KPIs.

DO MORE WITH ADVANCED ANALYTICS
Timeline

View the progression of an incident from detection to resolution, assessing remediation strategy and adherence to KPIs

User & Group Performance

Gauge team members’ levels of engagement, timeliness, and relative contribution to incident management

Integrated Reports

Use the service desk reporting engines you're already familiar with, and analyze incident management and collaboration data together to optimize the entire lifecycle

We integrated xMatters with ServiceNow to help improve our Incident Management Process. Our ability to escalate alerts and pull teams together quickly via xMatters means our system uptime remain consistently high.
SHAUN SHEEHAN
IT SERVICE DELIVERY MANAGER, VERIFONE

Try xMatters Free Right Now

Sign up now and you’ll get 14 days of unlimited access. After the trial you can ‘team size’ your version of xMatters for as long as you want.
Start Trial