Case Study: American University achieves faster, automated incident response with Everbridge xMatters

American University relies on xMatters to maintain rapid incident response

American University’s central IT faced a manual, resource-heavy incident process: staff staffed an operations center 24/7, phones and rosters were handed off manually, and major incidents didn’t always trigger consistent, timely alerts. The university needed an automated on‑call engagement system that integrated with ServiceNow to ensure the right people were notified for priority incidents.

By integrating xMatters with ServiceNow and giving managers self‑service roster control, the university automated major‑incident notifications (including onboarding public safety), eliminated the always‑staffed ops center, and enabled a “lights‑out” model. The result: faster, more consistent response times, greater accountability and proactive fixes, easy administration and scaling, and repurposed staff—delivering measurable process and overhead savings.

American University