Case Study: American University improves incident response and on-call automation with xMatters

American University cuts overnight incident response with xMatters in 2 years

American University relied on a manual, 24/7 operations center to manage IT incidents, which was an inefficient and outdated process. They needed an automated on-call engagement system to integrate with their ServiceNow incident management platform. The university selected xMatters to replace their analog method of handing off a shared cell phone and having staff manually call people from a list.

xMatters provided a fully automated notification solution that integrated seamlessly with ServiceNow. This allowed the university to close its 24/7 operations center, repurpose staff to higher-value work, and significantly reduce incident response times. The solution provided flexibility, detailed logging, and stability, requiring minimal administrative overhead. The implementation of xMatters resulted in tangible process savings and improved accountability across the IT department.

American University