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Insights and Updates: Navigating the Future of Service Management
Incident Management
Insights and Updates: Navigating the Future of Service Management
Transform incident management from reactive firefighting to a continuous improvement cycle with Zenduty and Xurrent's Virtuous Cycle approach—reducing disruptions and building IT resilience.
Flexible SLA calculations now available in Xurrent, allowing organizations to choose between customer-focused or team-focused service level measurements for more accurate performance tracking.
Struggling with IT support? These 7 service desk tips will change how you work — fast.
Discover the 10 critical areas where service management is evolving from 'good to great,' including AI automation, security, and user experience. Learn how Xurrent's modern platform transforms ITSM with concrete examples of innovation.
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.
Learn why C5 attestation matters for ITSM customers and how Xurrent's compliance enhances data protection, security controls, and regulatory alignment for organizations operating under EU data protection laws.
Incorporating AI and automation have reshaped how MSPs address repetitive tasks, reduce MTTR, and enhance customer satisfaction. Read more.
Xurrent has acquired Zenduty to lead the future of IT Operations Management. Read the blog post to find out more.
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.
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.
We’ve added enhanced functionality to Xurrent with added capability building on the recent StatusCast platform acquisition.
An ‘Emergency’ contact type is available in the Telephone and Email fields of the ‘Contact Details’ section in the Organization form.
The selection of the audience for a broadcast has just been made more flexible, by adding four new visibility options for broadcasts.
The algorithm that decides the ordering of a requester's recent requests in the Service desk console has been improved.
It is now possible to send emails from problems, releases, workflows, tasks, projects, project tasks and risks using the user interface.
The total number of grouped requests is now visualized on the request group for a quick overview.
Wouter Wyns, Service Management Architect at Xurrent, writes about the importance of a Major Incident Management Procedure
Wouter Wyns, Service Management Architect at Xurrent, writes about Moments of Truth in service management.
It is now possible to create custom views on workflows, enabling organizations to expose their workflows to users through a UI extension.
When registering a request and applying service instances using the SHB, the selected path is now remembered and expressed in the ASLAs.
The ‘All people of the account’ visibility option of the broadcast form of support domain accounts has now been removed.
The built-in headings of the ‘my_open_requests’ and ‘my_completed_requests’ widgets on the Xurrent Self Service homepage have been removed.
When people are looking at an agile board, they are now able to see which items are in the status 'Waiting for…' or 'Waiting for Customer'.
Specialists can now collapse the agile board section that is presented below a request if they prefer not to see this section. To make this possible, the name of the agile board is now presented above the agile board section. The small triangle in front of the name indicates that it is possible to collapse […]
The request views in the Records console now display the urgent and major incident icons for urgent requests and major incidents.
Now it is easy for enterprise employees to start a chat conversation with a human agent from the Xurrent Self Service homepage.
The rule that dictates when the Configuration items field of a request becomes required has been perfected just a little more.
Many of the actions available in the Xurrent toolbar can now be used to update multiple records at the same time.
The Forward button in the Xurrent toolbar can now also be used to pass a request, problem or task to a different team.
Specialists can now easily grab the hyperlink of a knowledge article, request template or configuration item so that it can be shared with an end user.
The major incident icon is now also visible in the Service Hierarchy Browser to ensure specialists are informed.
A few more date range filters have become available to create more specific views and reports of several record types.
Specialists who are using Xurrent on their smartphone will notice that the real-time collision detection feature has been extended to the Xurrent App.
When a specialist saves a record with a new note and a value in the Time spent field, the note gets linked to the time entry that Xurrent generates.
Going forward, Xurrent will prompt specialists to specify how much time they spent after they entered information in the Note field.
Xurrent no longer makes the Note field required for a specialist if the same specialist added the previous note less than an hour ago.
A couple of improvements have been made to the logic that determines who can see request groups and what they are allowed to see in these request groups.
Requests that should have been added to a request group can now still be added even when the request group is already completed.
Specialists can now expand the 'Grouped Requests' section of a request group to add requests to the group, or to remove them from it.
A system note now gets added whenever someone marks a request, problem or task as urgent so that it is easier to see who did this and when this was done.
A set of time spent reports has become available that makes it easier to identify requests that specialists have spent a significant amount of time on.
ConnectNow has released its standard integration with Xurrent. This integration allows support agents to generate Xurrent requests from within chat sessions.
Specialists were already able to use the Xurrent App and Xurrent Self Service to submit a new request on behalf of someone else. Now they can also do this in the Service Desk console.
Service desk analysts now have the ability to update the Requested by and Requested for fields of existing requests.
It is now possible to lower the impact level of a request group, and thereby the impact level of the requests that are grouped in it, to ‘Low’ or ‘Medium’.
When a grouped requests is reopened by its requester, it is now first ungrouped, after which its status is set back to ‘Assigned’.
A specialist who is completing an incident may not always know the CI that caused it. That is why the Completion items field is no longer required for some completion reasons.
As requests get passed between the accounts of customers and providers, Xurrent shows the correct field values for each party.
It is now possible for organizations to see how many of their requests were submitted by a requester who used the Xurrent App.
When the Xurrent Mail API adds a note to a request after it received an email, the subject of the email message now gets presented at the top of the new note.
More options have been added to the Service Desk console to allow people to not only register new requests, but to also work on existing requests.
From now on, a request is also considered ‘picked up’ as soon as it has been assigned to a member of the service desk team.
The impact icons in Xurrent have been adjusted to make it easier to distinguish between the different impact levels, even for people who are colorblind.
Xurrent now displays a warning when it is not possible to take over responsibility for a request because you are not a member of a team to which the request can be assigned.
The default values that Xurrent specifies in the Source field of requests have been adjusted to make them a little easier to understand.
Two sources have been renamed in the request reports that break down the number of requests by source.
The 'Satisfaction' and 'Account' filters have become available to make it possible to prepare more advanced request views and reports.
Xurrent's computer telephony integration is now able to fall back on the caller's telephone number when the request number that was provided cannot be found.
A helpful Inbox feature has been added to help specialists distinguish between assignments that are assigned to them and assignments that still need to be assigned to a team member.
The text, which was displayed when someone moved the mouse cursor over the red dot that indicates that a service is down, has been adjusted.
When someone with a common name calls the service desk, it could be difficult for a service desk analyst to select the right person. Not anymore.
You are now able to see if someone is active in Xurrent so that you can assign urgent requests to people who are actually available.
You are now able to see the local time of others to help you avoid calling someone in the middle of their night about something that is not very urgent.
Service desk analysts will notice that a small adjustment has been made in the Service Desk console. There, the User field has been renamed to 'Requester'.
Give the service desk analysts of your MSPs the ability to see the contact details of your specialists so that working together feels even more seamless.
The source of a note is now displayed whenever it was automatically copied from another record. This should make it clear where the note came from.
When a request was submitted by someone from another account, the name of this account now gets displayed next to the name of the requester.
The formatting bar of the Note fields now offers the ability to add references to other Xurrent records, such as requests, problems, changes and tasks.
The 'Member' filter has become available for the request and task views in the Records console and for the request and task reports in the Analytics console.
An extra column has been added to the views for completed requests. This column shows the satisfaction feedback that was received from the requester.
Xurrent’s Inbox console has undergone a major makeover. The new Inbox console offers a whole set of helpful usability features.
Two advanced reports have been added to help support organizations track the satisfaction responses from their customers.
Xurrent's attachment file size limit has increased dramatically so that users no longer need to worry about the size of the files they share in Xurrent.
An interesting feature has been added to Xurrent's Service Hierarchy Browser (SHB) that allows specialists to move up a single level in the service hierarchy.
The report ‘Open Requests by Business Unit’ has been added to the ‘Reports’ section of Xurrent’s Analytics console. This report is especially useful for large enterprises that are organized in divisions or business units, each with their own departments. For such enterprises, this report can provide a more meaningful overview than the ‘Open Requests by […]
Yet another report has been added to the ‘Reports’ section of the Analytics console. This new report is called ‘Completed Requests by Completion Reason’. It is a horizontal bar chart which, by default, shows the number of requests that were completed with a specific completion reason over the past 3 months. This report can provide […]
The computer telephony integration (CTI) capabilities of Xurrent have been extended again. The new feature that was added allows support organizations to use their automatic call distributor (ACD) to collect a request ID from a caller before passing the call to the next available agent. When this agent accepts the call and the ACD passes […]
Users often felt uncomfortable about declining requests, because they were uncertain about where declined requests would get routed. That is why Xurrent now displays a message when a request is being declined.
When a specialist is reviewing a Configuration Item (CI) record in Xurrent, there is now a quick way to open a new request for this CI. By clicking on the Actions button in the toolbar and selecting the ‘Relate to New Request’ option, a new request is opened. The new request is already linked to […]
The Service Hierarchy Browser (SHB) provides information that could be relevant for the request that you are working on. For example, it lists the child service instances and configuration items (CIs) that the service instance of the request relies on. It also lists the request templates that could be applicable to the request, as well […]
When the work on a request has been completed, its status is set to ‘Completed’. The support specialist is then asked to select an option in the Completion reason field. The value that is selected is used primarily by the Problem Management process, which allows support organizations to systematically reduce the number times their users […]
Xurrent now shows you a warning whenever you are working in the Inbox console on a request, problem or task, and someone else updates that same record.
Xurrent delivers real-time updates in your inbox. When a request, problem or task gets assigned to you, you will see it immediately in the Inbox console.
End users are able to reopen their completed request, provided that they were completed within the past 28 days.