Overview

Xurrent IT Service Management (ITSM) is a cloud‑native, AI‑driven platform designed for modern enterprises and managed service providers. Built for rapid deployment, high availability, and intuitive end‑user experiences, it seamlessly unifies ITSM and broader Enterprise Service Management (ESM) capabilities to deliver fast incident resolution, streamlined asset management, and automated workflows—all aligned with ITIL v4 standards.

Features and Capabilities

• **AI Automations: **Automated classification of incidents, service requests, and root‑cause detection. Embedded AI for workflow automation reduces manual processes and response time.
• **Self‑Service Portal: **Customizable, persona‑based self‑service interface accessible on any device. Supports intuitive ticket creation, status tracking, and knowledge search.
• **Incident Management: **Real‑time dashboards, AI‑driven ticket routing, and collaboration tools streamline issue resolution across functions.
• **Problem & Change Management: **Root‑cause analytics, risk‑aware change workflows, automated approvals, and tracking aligned with ITIL v4.
• **Service Request Management: **Automated fulfilment and approvals, integration with external systems, and consistent service delivery across IT and other functions.
• **Knowledge Management: **AI‑powered, always‑learning knowledge base that creates and updates articles. Virtual agent accesses knowledge base to answer queries and open tickets.
• Asset & Configuration Management:
• Full lifecycle IT asset visibility with configuration tracking, risk alerts, and procurement‑to‑retirement automation in a single interface.
• **Integrations Platform: **API‑first architecture with an extensive integrations library for connecting HR, finance, facilities, and external systems.
• **Analytics & Reporting: **Real‑time dashboards with 400+ reports, SLA monitoring, and embedded satisfaction metrics support data‑driven decision making.
• **Performance & Availability: **Cloud‑native infrastructure delivering sub‑350 ms page response times (95th percentile), 100% uptime, and continuous delivery with over 200 releases per year.
• **Security & Compliance: **Enterprise‑grade controls including fine‑grained dynamic role access, encryption, BYOK, ISO 27001, SOC2, C5, and GDPR compliance.
• **Low/No‑Code Configurability: **AI Automation Builder enables users to describe workflows in natural language and have them auto‑built—reducing go‑live time to approximately five weeks with minimal technical overhead.