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ITSM is the practice of designing, delivering, operating, and improving IT services via standardized processes (incident, request, change, problem, knowledge) aligned to business outcomes. It treats IT “as a service,” with clear SLAs, ownership, and continual improvement that drives real business value.
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Xurrent ITSM offers comprehensive ITIL-aligned capabilities, prioritizing configuration over customization, and integrates Sera AI into each step to accelerate classification, routing, and always-on knowledge creation.

ITSM governs user-facing services and processes while ITOM focuses on the health and performance of infrastructure and applications. Together, ITOM telemetry and automation feed ITSM to get deeper analytics, prevent incidents, and speed recovery. Xurrent integrates ITOM into our unified platform to link ITOM signals to ITSM workflows, enabling more effective IT operations.

Xurrent ITSM is an ITIL Accredited tool vendor with 19 certified practices, including: Incident, Problem, Change/Release, Request Fulfillment, Knowledge, SLAs/SLIs/SLOs, and Service Catalog.

Incident/request, change/release, problem, knowledge, and service catalog. Establish these with clear roles, SLAs, and a self-service portal to capture demand consistently.Xurrent has a library of pre-built ITSM templates and policies to get core practices up and running quickly. With Sera AI, creating a unified ITSM process is easier than ever.

AI dramatically improves service delivery by reducing ticket misroutes by up to 80% and accelerating triage. It drafts consistent communications and maintains up-to-date knowledge articles, leading to a 2x reduction in Mean Time to Resolution (MTTR) and improved First Contact Resolution (FCR), all without burdening service delivery teams.

Sera AI is native to Xurrent ITSM, so intent detection, summaries, and actions are integrated into ticketing (i.e., not a bolt-on chatbot), driving fast, measurable gains. Teams using Xurrent experience a 40% increase in productivity and 15% higher customer satisfaction ratings.

Track MTTR/MTTA, SLA attainment, backlog age, change failure rate, problem elimination, deflection/self-service usage, and requester CSAT. Our ITSM analytics provide live dashboards and over 400 pre-built reports, enabling you to measure everything from service desk health to strategic business insights.

Traditional ITSM systems can take anywhere from three to six months to go live. While highly customizable, this approach requires a team of engineers and service managers to complete many sprints to bring it to fruition. Modern, low-code ITSM emphasizes configuration over heavy customization to cut rollout from months to weeks. With Xurrent, typical deployments are complete in weeks using “just right” configuration and no-code workflows, helping companies to experience value faster.

When selecting vendors, prioritize those with independent attestations, robust access controls, encryption, auditability, and data residency options. A network of rich, API-first integrations is only as good as the security behind it. With Xurrent, you benefit from ISO/SOC certifications, BYOK encryption, detailed audit trails, and role-based controls across ITSM. Plus, with AWS Bedrock, you can be assured that your AI data remains within your tenant.