ServiceNow vs xMatters comparison

The compared ServiceNow and Everbridge solutions aren't in the same category. ServiceNow is ranked #1 in ISM , with an average rating of 8.5, and holds a 13.9% mindshare in the category. Everbridge is ranked #12 in IMS , and holds a 4.8% mindshare. Additionally, 92% of ServiceNow users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between ServiceNow and xMatters based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 2026

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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

Automation Anywhere

Mindshare comparison

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	13.9%
JIRA Service Management	6.8%
BMC Helix ITSM	5.3%
Other	74.0%

IT Service Management (ITSM)

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
xMatters	4.8%
PagerDuty Operations Cloud	9.7%
Opsgenie	6.8%
Other	78.7%

IT Alerting and Incident Management

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"We found that Automation Anywhere was the easiest to use, and their offer was much more appealing compared to the other products, so that's why we ended up choosing them."

"For most of the cases that we have worked on, the application has been stable."

"I would rate Automation Anywhere a nine out of ten."

"I like working with most of the commands in Automation Anywhere, such as object cloning commands. I like MetaBot for automating Citrix."

"Recorders and Bot Insights are very valuable features."

"Using this solution has freed internal operations employees to do more "human value-add" work by removing mundane manual tasks."

"It is easy to use. It helps to reduce your man-hours and manual effort."

"The cognitive automation gives us an edge towards intelligence using IQ Bot, and this allows us to integrate and give a combined solution to a customer."

More Automation Anywhere pros

"As a technical specialist, I can see that the product is really good and has lots of enhancements with each version."

"Everything about the schema, including the design of ServiceNow, is great."

"It is very user friendly, and I've enjoyed using the dashboard and user interface."

"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."

"If you're really wanting to understand the time and the effort and the amount of work that flows through your organization, utilizing ServiceNow can help you really build that infrastructure out by tracking incidents and then taking incidents to problems and making sure you have a changed infrastructure, really understand how much downtime you could have with an environment."

"One of the nice things about ServiceNow is that, if you have your process, you can design the ticket and the form according to your process."

"ServiceNow has helped to streamline the processes with other groups and brought them all together."

"If you are looking for something that you can bring into your organization to be more than just a single purpose, if you are looking to truly transform your organization with the tools that you are using, ServiceNow is the go-to."

More ServiceNow pros

"For our major incident management, it has expanded what we can do in terms of the format of the communication. People can subscribe, and they can receive delivery on multiple platforms, whether it's a voice message, email, or mobile app message. It enables us to deliver the right communication to the right people in the format they want."

"Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."

"There are a lot of tools that can do standard notifications, however, the one feature that separates xMatters from others is the ability for it to integrate with any system that has REST API or SOAP API capabilities."

"Overall, it's a very capable tool and if you keep working at it, it will do what you need it to do."

"We can have a critical incident bridge spun up within 10 minutes, and all of the necessary teams join within 15 minutes, so it's cut our response time by 75%."

"The customer service is quite responsive, they are quick to answer your calls or emails, and they do provide good support."

"We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution."

"I don't think I've ever had a complaint about it; xMatters just works."

More xMatters pros

Cons

"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."

"I have seen that the South American support is not as good as it should be."

"The time taken to execute a Bot through A2019 can be reduced."

"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."

"Automation Anywhere can improve process mining."

"The vendor should increase the training and other engagements with users before they acquire the platform, as this will simplify its usage further and ensure that there no hindrances in using the platform."

"We face issues with Excel file creation. I’m trying to create a file in Excel .xls, it is getting corrupted."

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019. I'm looking forward to what will be there in A2019 because that's the area that we need to go forward. We are looking for Automation Anywhere to put up their efforts to make it easier by incorporating artificial intelligence and machine learning. Along with RPA, this would make our automation journey very easy. We can bring more processes into automation, that's where I am looking for automation to focus on."

More Automation Anywhere cons

"The solution is lacking in the mobile application area that could be improved."

"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."

"Probably the backlog organization could be a little bit easier in terms of transversality between different squads."

"There is inherent complexity with this tool because of the number of things that it can do."

"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."

"We have implemented some various complex ACLs and they've impacted our performance significantly, and we've had several incidents open to help with performance, and it's been kind of a struggle to get the ServiceNow support group to say "Yup, I see it's a problem, let's do this.""

"When you want to get a little more value out of the product and pull data from multiple modules and do something that isn't built-in and is a user-configurable thing, it gets ugly."

"I don't think it's very secure, and it's web-based, and Remedy is really the standard that it's judged against."

More ServiceNow cons

"The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of."

"Every time that I say, "I need extra licenses to make sure that all Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive."

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

"The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process."

"It has not improved our organization."

"I would like some minor UI changes."

"A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that."

"It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go"

More xMatters cons

Pricing and Cost Advice

"They're very flexible around pricing and licensing."

"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"I have heard that Automation Anywhere is expensive."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"Currently, it stands as one of the more expensive RPA tools available."

"The setup cost depends on multiple factors, so you need to get details before choosing."

"The pricing for Automation Anywhere is reasonable."

More Automation Anywhere pricing and cost advice

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"In Tunisia, the companies find the licensing costs to be expensive."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"The solution is expensive."

"This is a pretty expensive product, so the licensing could be better."

"The solution is expensive."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

More ServiceNow pricing and cost advice

"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. "

"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 would be 30,000, and that's no good; we wouldn't have been able to afford it. For example, we had to put in customization to sync across on-call users. For the license per user, the price is very reasonable and comparable to ServiceNow when factoring in everything that needs to get up and running."

"This is a subscription-based, SaaS solution."

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

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

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

"xMatters is pricey, but you have to consider what a critical incident costs your organization."

"It seemed comparable or more reasonable than some of the other solutions, at least when we evaluated it. There are no extra costs in addition to the standard licensing fees. Its cost is good, given the breadth of features provided by xMatters."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Financial Services Firm

12%

Construction Company

10%

Performing Arts

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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 t...

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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 ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

IBM Maximo vs ServiceNow

Compared 6% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

PagerDuty Operations Cloud vs xMatters

Compared 27% of the time

Opsgenie vs xMatters

Compared 19% of the time

Everbridge IT Alerting vs xMatters

Compared 19% of the time

FireHydrant vs xMatters

Compared 10% of the time

Rootly vs xMatters

Compared 5% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

ServiceNow

May 2026

Download ServiceNow product report

Buyer's Guide

xMatters

May 2026

Download xMatters product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

xMatters IT Management

Interactive Demo

Automation Anywhere

Demo not available

ServiceNow

Demo not available

Everbridge

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

xMatters provides robust automated notifications and incident management, enhancing alerting and critical IT incident handling with seamless integrations, ensuring timely communications.

xMatters is designed for efficient incident management and streamlined IT alerting. It offers flexibility through integrations with ServiceNow, Slack, and others, enhancing communication and workflow management during critical events. Users highlight the SaaS model, customizable on-call scheduling, and effective communication tools. These features reduce incident response times, enhance message delivery, and support team collaboration across platforms.

What features make xMatters stand out?

REST API Automation: Facilitates seamless integration and automation.
Intuitive UI: Simplifies the user experience for managing workflows.
Workflow Builder: Enhances customization for incident processes.
Integration Flexibility: Supports various tools like ServiceNow and Slack.
Customizable Scheduling: Offers tailored on-call schedules and escalation paths.
Automated Notifications: Streamlines incident response times.
Robust Logging: Ensures reliability in tracking system activities.
Device Management: Offers comprehensive control over notification devices.
Self-Service Capabilities: Empowers users in managing their alerts and settings.
Conference Bridging: Facilitates communication during incident resolution.

What benefits should users consider in reviews?

Operational Efficiency: Enhanced by seamless integrations.
Improved Incident Response: Driven by automated notification and escalation pathways.
User Empowerment: Through self-service and device management features.
Accessibility: Enabled by a SaaS-based infrastructure.
Collaboration: Boosted through messaging and conference features.

xMatters supports industries in managing IT incidents and emergency notifications. Teams prioritize alerts, maintain on-call schedules, and automate response workflows, particularly integrating with tools like ServiceNow for critical event handling. Its application in infrastructure monitoring and proactive engagement is notable across sectors.

Everbridge

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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.

Buyer's Guide

IT Service Management (ITSM)

June 2026

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