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Insights and Updates: Navigating the Future of Service Management
Automation
Insights and Updates: Navigating the Future of Service Management

Workflow automation in 2025: Everything you need to know in one comprehensive guide
Explore how AI-enhanced workflow automation magnifies business efficiency, from basic triggers to autonomous systems. Learn implementation best practices and real-world benefits.

Breaking the Doom Loop: How Zenduty and Xurrent are transforming Incident Management
Transform incident management from reactive firefighting to a continuous improvement cycle with Zenduty and Xurrent's Virtuous Cycle approachโreducing disruptions and building IT resilience.

A quick guide to Generative AI (GenAI)
Exploring Generative AI's role in Xurrent's ITSM platform, including AI-powered virtual agents, request summaries, and automation builders that boost productivity across 90% of customers.

7 best practices for managing your IT Service Desk
Struggling with IT support? These 7 service desk tips will change how you work โ fast.

The MSP customer retention challenge: Combating the 12% annual churn rate
Discover why MSPs need to protect their business with modern ITSM solutions. Learn how Xurrent's platform helps reduce the 12% customer churn rate through AI automation, incident management, and customer satisfaction tracking.

How Can AI and Automation Transform Efficiency and Customer Satisfaction for MSPs?
Incorporating AI and automation have reshaped how MSPs address repetitive tasks, reduce MTTR, and enhance customer satisfaction. Read more.

A quick guide to Retrieval Augmented Generation (RAG)
Learn what Retrieval Augmented Generation (RAG) is and how Xurrent implements this AI approach to enhance ITSM solutions. Discover the key benefits of RAG, including improved accuracy and reduced hallucinations in AI responses.

The Future of IT Operations Management: Why Xurrent Acquired Zenduty
Xurrent has acquired Zenduty to lead the future of IT Operations Management. Read the blog post to find out more.

Why 81% of companies experience recurring IT failures (and how to prevent them with ITxM)
Discover how ITxM unifies ITSM, ITOM, and ITIM to break the incident management doom loop. Learn how modern IT teams are evolving to serve digital enterprises and prevent costly downtime through unified service management.

A quick guide to Supervised Machine Learning
Learn what Supervised Machine Learning is, how it works, and its real-world applications. Discover why Xurrent chose a different AI approach using RAG and LLMs instead of traditional supervised learning models. Includes practical examples and business implementation insights.

Complete guide to Xurrent's AI-related features and functionality
Discover how Xurrent's secure AI-powered platform drives productivity across ITSM, ESM, and ITOM. Learn about key features including auto-classification, translations, and knowledge article creation.

Transforming IT service desk efficiency: My discussion with Evan Kirstel
Discover how Xurrent is transforming ITSM with AI, cloud tech, and lightning-fast implementation. Learn about 100% uptime, 350ms page loads, and seamless enterprise service management.
StatusCast App Added to the Xurrent App Store
Weโve added enhanced functionality to Xurrent with added capability building on the recent StatusCast platform acquisition.
Integrating Xurrent With Discovery Tools
Using GraphQL or Import API to synchronize products and configuration items discovered with external tools with Xurrent.
Automation Rules for Additional Product Fields
It is now possible to access the configuration items that are related to a product with automation rules.
New Task Category for Automation
A new category for workflow tasks has been added to tasks and task templates: Automation tasks.
Access Related CIs with Automation Rules
It is now possible to use automation rules to retrieve information from configuration items that are related to another configuration item.
New Trigger for CI Automation Rules
The new โOn source updateโ trigger option has been added for automation rules on configuration items (CIs).
Automation Rules Detect Recurrent Reservation
It is now also possible to discern with an automation rule whether a reservation is one-time only, or recurring.
Problem Analysis Target field in Automation Rules
It is now possible to check and update the value of the Analysis target field of a problem record using an automation rule.
Automation Rules Can Access CI Creation Date
It is now possible to access the creation date of a configuration item with automation rules.
Access Workflows with Project Task Automation Rules
From a workflow it is possible to start a project. It is now also possible for an automation rule to access the workflow that started the project.
Update Customer Representatives with Automation Rules
It is now also possible to update customer representatives of a service level agreement using automation rules.
Project Assessment Fields Accessible by Automation Rules
Several fields of project records that could previously not be accessed by automation rules are now available for automation.
Generic Automation Rules for Project Tasks
Generic automation rules can be added to project tasks, for example to assign a project task to a person, team, or agile board.
Workflow Automation Rules
It is now possible to create automation rules on workflows and on workflow templates at the workflow level.
Use Automation Rules to Add to Skill Pool
It is now possible to use automation rules to update the members of a skill pool, and conversely to link a skill pool to a person.
Automation Rules Triggered by SI Update
Automation rules can now be executed whenever the service instance is updated, or when a specific SI is related to a new request.