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Incident Management with Cloud-Based Targeted Communications | @CloudExpo @xMatters_inc #API #Cloud

Interview with Troy McAlpin, CEO of xMatters

Thanks for taking the time to answer my questions. Please tell us, what is xMatters all about and what do you do?

Troy McAlpin, CEO of xMatters: Here at xMatters we provide two-way, targeted communications for management of time-sensitive events, such as cloud service or network outages, supply-chain disruptions and  natural disasters. Our cloud-based solution notifies the right people on the right channels for software deployments or major incidents, and allows those being notified to respond, comment, and move the workflow forward.  If you're supporting a DevOps environment, it also allows leaders, engineers, resolvers and employees to manage highly automated technology environments and ensure issues are easily resolved without interrupting the wrong personnel.

Our solution for the Enterprise DevOps toolchain stitches together the disparate operational tools to help orchestrate hand-offs between the tools and team members. Customers like us because we understand the need for DevOps or NoOps automation at enterprise scale and recognize that humans are still involved when something goes wrong.

xMatters has a series of different products with different target groups. Are these products based on the same technology? How do they differ and what is the common denominator?

McAlpin: We have one cloud-based platform that offers many enterprise solutions including IT management, business continuity, employee management, customer engagement, and, of course, Enterprise DevOps. All of our services are built to help companies adapt to the changing times and requirements and we recognize that each Enterprise user has unique use cases. However, as enterprises strive to become more agile, a common platform bridges the gap between business systems, internal teams, customers, and key stakeholders like executives to help increase productivity, accountability and efficiency.

Why are you focusing on DevOps and how do you intend to reach them?

McAlpin: We have always focused on automation and helping our customers solve problems faster and faster.  Today large enterprises are seeking faster development and releases, and they are adopting methodologies in whole or in part that help them deliver more for less.

Traditional processes, where developers complete their work and wipe their hands of it, doesn't allow for this kind of agility. Enterprises are reorganizing and modernizing to enable better collaboration.  Technology organizations are faced with the challenge of increasing velocity and managing costs.

To amplify the challenge, large enterprises still have to maintain legacy systems, while bringing in new technology, and dealing with various change management processes that go along with them.  It's like changing the tires on a speeding car.

Enterprises must thoughtfully consider new and legacy tools and provide a common communication capability that spans both.  We built a new integration platform to assist companies with bringing together the latest in cloud management tools with the heritage tools that will be phased out over time.  This capability allows enterprises to orchestrate events across their toolchains as incidents unfold and change in unpredictable ways. As a result, organizations move faster, achieve better results, and reduce overall risk.

Why do DevOps need communication tools like xMatters?

McAlpin: First I'll say that there is no such thing as "DevOps" as a noun.  Think of DevOps as a verb.  It's a different, new way to get things done with more agility than before.  So whether it's DevOps, NoOps (full automation) or ModOps (modern operations), all enterprises need to use a complex combination of open source, packaged and legacy tools to build, deploy and manage new and existing services to be competitive today.   To be successful in complex, hybrid environments, enterprises create toolchains to help humans maintain agility and fix issues quickly.  We built the industry-leading integration platform to help companies as they transition, evolve and modernize the way they provide technology services to their customers.

What is the viral aspect of your product?

McAlpin: Every employee should have xMatters on every device.  The reason is, we reduce the messaging noise common in the workplace and instead focus employees on the most important issue and guide them to move a process forward.  Teams see the value in automating communication so they can be faster and more effective, while executives see the value of applying the platform to any business disruption, reducing impact.

What is xMatters' business model?

McAlpin: xMatters leverages a SaaS business model. Each of our applications provides for a starter package up to an enterprise package so you don't buy what you don't need.  We're proud of having an industry leading customer retention rate of over 96%.

How do you differentiate from your competitors?

McAlpin: Here at xMatters we are able to orchestrate the entire DevOps toolchain by managing the system handoffs consisting of data transfer along with communication process management.  We're able to stay ahead of the competition by focusing on helping customers realize their end-to-end vision for IT.  Today, that vision consists of modernizing operations, and this is where our solution for DevOps toolchains comes in.

Can xMatters help a company to migrate to the cloud?

McAlpin: Yes, this is a common occurrence for enterprises investing in modern operations to have a mix of cloud-based and on-premise applications.  The versatility of our platform allows them to manage multi-step business processes that require data from both legacy and modern systems.

What business or technology could yours disrupt?

McAlpin: IT organizations of all sizes must reimagine how we build, deploy, support and sustain technology across the enterprise.  This dramatic evolution calls into question the validity and application of the ITIL framework versus the benefits of greater agility.   Technology organizations require the flexibility to manage structured processes and operationalize communications alongside them.

Who founded the company, when? What can you tell me about the story of the company's founding?

McAlpin: The company was founded in 2000 and grew slowly through 2010.  In 2010 we developed and launched our cloud solutions and altered the name to xMatters, recognizing that we deliver what matters to people regardless of what type of automation use case they need to solve.  Since that time we've enjoyed top line growth of over 30% year over year.

What is your distribution model? Where to buy your product?

McAlpin: xMatters sells primarily direct but also through valid resellers and partners.


Company's twitter @xMatters_inc
CEO personal twitter @tmcalpinxm
Company website: www.xmatters.com
Company LinkedIn site: https://www.linkedin.com/company/xmatters-inc
Company Facebook site: https://www.facebook.com/xMatters/?fref=ts

xMatters' cloud-based communications solutions enable any business process or application to trigger two-way communications (text, voice, email, SMS, etc.) throughout the extended enterprise during time-sensitive events. The platform automates, operationalizes and contextualizes communications within key DevOps processes, fundamentally altering the way business units work together. xMatters also supports enterprises with major incident and change management, alerting the right people on the right channels to time-sensitive events and problems like network outages, supply-chain disruptions, natural disasters and medical emergencies. Founded in 2000, xMatters is headquartered in San Ramon, CA, with additional offices in London and Sydney.

More Stories By Xenia von Wedel

Xenia von Wedel is a Tech blogger and Enterprise Media Consultant in Mountain View, serving clients in a variety of industries worldwide. She is focused on thought leadership content creation and syndication, media outreach and strategy. She mainly writes about Enterprise, B2B solutions, social media and open source software, but throws the occasional oddball into the mix. Buy her a coffee if you like her article: http://xeniar.tip.me

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