Achieve Collaborative Brilliance with Xurrent ESM

ESM applies ITSM principles to non-IT teams—HR, Facilities, Finance, Legal—so the whole company runs requests, approvals, and case work on a unified platform with shared SLAs and a common portal.

With Xurrent ESM, the same service fabric powers both IT and business teams, enabling you to roll out department-specific catalogs and workflows without requiring new tools. Standardize service delivery, boost efficiency, and improve employee experience with Xurrent ESM.

Scope. ITSM focuses on IT services and operations, while ESM extends those practices across the entire enterprise. The goal is consistent intake, fulfillment, and reporting for every service, not just technology.

Xurrent lets you manage Enterprise Services without managing new tools. Create branded portals per function, enforce data separation, and reuse proven patterns (such as knowledge, SLAs, and automations) to scale quickly.

Employee onboarding/offboarding, facilities work orders, HR case management, procurement and access requests, policy FAQs, and cross-team approvals, and custom support handoffs.. A great ESM software calls out these departments explicitly and routes user to the right place quickly. 

Xurrent ESM includes workflows that coordinate multi-department tasks (HR, IT, Facilities) with dependencies, due dates, and automated handoffs.

Not necessarily. While it's true that some service management providers compartmentalize their offerings and often fail to integrate with IT Service Management (ITSM) systems, this approach is not necessarily the most efficient or effective.

Xurrent’s ESM platform provides a comprehensive and integrated solution for managing all services across the enterprise, offering significant advantages over fragmented, department-specific approaches. It fosters greater collaboration, improves service quality, and ultimately contributes to a more agile and cost-effective organization.

AI enhances the employee experience by accelerating intake with always-on virtual agents, automating routing and approvals, and creating a searchable knowledge base that is always up to date. This empowers non-IT teams to resolve issues faster with fewer touches. Sera AI further extends these benefits to HR and Facilities by supporting their unique vocabularies and policies, ensuring they receive the same intent detection and summarization capabilities as IT teams.

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.

Time-to-fulfill by department, SLA adherence, deflection and portal adoption, first-contact resolution, requester CSAT, and cross-team cycle times are a great starting point.

Xurrent analytics compares performance across functions and highlights where automation or knowledge will yield the most significant gains to the business.

Start with one or two departments that have clear pain points, reuse ITSM patterns, and standardize forms/SLAs. Add integrations selectively, then expand based on quick wins.

Configuration-first deployment and one-click, API-first integrations enable teams using Xurrent to rapidly stand up new departments without requiring custom code.

Yes. Major incidents often require ops responders and business comms. Unifying ESM with incident response and status pages shortens outages and clarifies stakeholder updates.Alongside ITSM/ESM, Xurrent IMR (incident response) and StatusPages run on the same platform, so responders, service desks, and stakeholders stay in sync.Start with one or two departments that have clear pain points, reuse ITSM patterns, and standardize forms/SLAs. Add integrations selectively, then expand based on quick wins.