As of 2 Nov 2026, the panel rates HaloITSM 2.5/5 and Xurrent ITSM 3/5 in IT Service Management. Weighted by what each judge cares about, 0 of the 6 judges pick HaloITSM and 6 pick Xurrent ITSM. Xurrent ITSM scores higher on 6 of 6 criteria (Self-service portal & service catalog, Assets, CMDB & discovery, Change, problem & release management, plus 3 more). Provenance — HaloITSM: UK / wider Europe; Xurrent ITSM: Rest of world. Ratings are the AI panel’s opinion, formed from public evidence: how scores are made.
The benches split. Xurrent ITSM holds the higher mean in five criteria: service desk (7.0 to 6.2), change and problem (4.8 to 2.7), assets and CMDB (6.2 to 4.0), self-service portal (6.3 to 3.8) and deployment and integration (6.8 to 5.0) — six judges lean Xurrent on change and problem, assets and CMDB and self-service portal, five on deployment and integration. HaloITSM's one mean lead is pricing transparency, 4.7 to 2.2 with five judges leaning HaloITSM; pricing was not weighted against Xurrent. The genuine splits: service desk leans 2 HaloITSM, 1 Xurrent, 3 ties; on sovereignty Xurrent's mean is 5.8 to 5.3 yet three judges lean HaloITSM to one. Weighted totals run 5.8 to 6.3 for Xurrent against 0 to 5.9 for HaloITSM, the 0 from the change and configuration manager judge, who found no public information on change types, approvals, a change calendar or an exportable audit trail.
Choose HaloITSM if
You need a published price figure before talking to sales — HaloITSM's pages publish "£69 per agent, per month (billed annually)", while we found no price figure on Xurrent's pricing page; five judges lean HaloITSM on pricing transparency. Onboarding packages are required at a bespoke cost, so the full annual cost is not computable from public pages alone.
Your team handles service desk intake across email, chat, phone and social in one queue and wants optional AI triage, summarisation and knowledge discovery documented as routed to OpenAI and disablable — the service desk lean there is 2 HaloITSM to 1 Xurrent with three ties.
You need to weigh a non-US contracting entity and US subprocessors — Xurrent's pages name Xurrent, Inc. of Austin, Texas as the contracting entity and list Google (email hosting) and Slack in the United States as subprocessors; three judges lean HaloITSM on sovereignty to one for Xurrent.
You want a UK vendor on paper — the HaloITSM verdict names Halo Service Solutions Limited as a UK vendor; note that every HaloITSM sovereignty attribute reads "unknown".
Choose Xurrent ITSM if
You need change management with an RFC-to-workflow change model, risk assessment and an audit trail — six judges lean Xurrent on change and problem, and HaloITSM's change and configuration manager judge found no public information on change types, approvals, a change calendar or an exportable audit trail.
Your team builds on public APIs — Xurrent's pages document REST, GraphQL, bulk, events, mail and webhook APIs with a change log and deprecation notices; five judges lean Xurrent on deployment and integration, means 6.8 to 5.0.
You need a self-service portal for end users — six judges lean Xurrent there, means 6.3 to 3.8.
You need asset and CMDB coverage — six judges lean Xurrent, means 6.2 to 4.0.
You are a managed-service provider — the Xurrent verdict documents MSP licence plans, account trusts and billing into external invoicing tools, and says its persona-weighted totals peak for managed-service providers.
Read this comparison as one judge. Each weighs the same scores by what they care about.
The Change & Configuration Manager
Change and configuration manager at a regional bank that answers to BaFin and, since January 2025, to DORA. Chairs the weekly change advisory board and has to show an auditor who approved which change, which services it touched and which incident it caused. Wants change types with real approvals, risk read from a CMDB that knows how systems depend on each other, problem records tied to incidents, and an audit trail that can be exported.
HaloITSM
Xurrent ITSM
This judge's pick
Criterion by criterion
Service desk, incidents & requests
HaloITSM
Intake is well evidenced — email, chat, phone and social feeding one queue — with incidents, service requests and major incidents as distinct types, a knowledge base, no-code workflows, mobile apps, and custom dashboards, scheduled reports and SLA and KPI reporting. The AI triage, summarisation and knowledge discovery functions are documented with what they do and their data use: routed to OpenAI, disablable, and not used to train its models. We found no public information on communication to affected users during major incidents, business hours in SLAs, or time tracking on tickets, which keeps this below the top band.
Xurrent ITSM
Requests arrive by email, portal, chat, monitoring events and CTI softphones, with incidents and service requests told apart by category and SLA targets driven by the service instance; the AI classifier that sets category, impact, instance and team is documented down to its fallback and redirect behaviour, and time tracking, satisfaction feedback and analytics modules exist. What the captured pages do not show is business-hours calendars and escalation detail, scheduled reports, or a mobile app aimed at agents rather than requesters, so I stop short of the top band.
Change, problem & release management
HaloITSM
Change management, problem management and major incidents are named modules with dedicated feature pages, and changes and problems are migratable record types with attachments and custom fields — but the captured material says nothing about standard, normal and emergency change types, approvals, a change advisory board, risk and impact assessment, blackout windows, or links between problems, incidents and configuration items. As someone who has to show an auditor who approved which change and which incident it caused, I found no public information on any exportable approval or audit trail, so this rests at the basic level.
Xurrent ITSM
A change starts as an RFC request with its own type field and is executed by a workflow that holds the tasks, approvals and automation, backed by customizable templates, a risk record for change assessment, release coordination and a problem module for recurring incidents. The audit function is the part I would show the regulator: a chronological record of every creation, update and deletion with who and when, viewable through an Auditor role, and postmortems that pull in linked changes and configuration items. I found no public information on a change advisory board workflow with agenda and decisions, a change calendar with blackout periods or collision detection, distinct standard, normal and emergency change types, or an ITIL process certification naming its scope.
Assets, CMDB & discovery
HaloITSM
The asset and configuration module names a CMDB, asset discovery, software asset management, contracts and warranties, dependency mapping and stock, which is more than a flat asset list, and there is a dedicated asset discovery page plus 43 asset-management integrations. But we found no public information on configurable CI types and relationships, discovery methods and platforms, synchronisation from Active Directory, Entra ID or device management tools, or assets linked to users, tickets and changes — so on this evidence I cannot read change risk out of this CMDB through service dependencies.
Xurrent ITSM
The configuration management documentation covers registration of configuration items with relations, purchase and warranty fields, products as the source of new items, a lifecycle with reviews, and — what I need before I trust an impact assessment — reconciliation of discovered records through a queue and rules, rule sets, CI automation rules and a CMDB health page. We found no public information on discovery documented per platform such as Windows, macOS or network devices, imports from named inventory sources such as Intune, SCCM or JAMF, or software licence compliance and metering.
Self-service portal & service catalog
HaloITSM
A self-service portal with live chat and CSAT surveys is evidenced, end-users and customers on the portal are always free, and there are dedicated pages for the portal, knowledge management and a virtual agent. We found no public information on a service catalog, request forms with per-service approvals, announcements, branding or languages, so this sits a notch above a basic open-and-view portal.
Xurrent ITSM
From the portal an end user submits and tracks requests, searches the knowledge base, orders from the service catalog, approves workflows, works project tasks and reports time, on any device with branding and single sign-on. The virtual agent is documented unusually deeply — template matching with pre-populated custom fields, degraded-service awareness, saved chat history added as an internal note, and a knowledge flywheel from resolved tickets. The captured pages give no costs or delivery times per catalog item, no named automated fulfilment such as password reset, no agent in Teams or Slack, no measured deflection, no languages and no accessibility conformance.
Deployment, integrations & multi-client operation
HaloITSM
There is an on-premise edition with versioned patch releases, deployment across six AWS regions in an N+1 configuration with auto-scaling, a 293-item integration directory with named categories including Microsoft, single sign-on, remote support and alert management, a migration service covering 90+ platforms with delta migration and a free demo run, and a service level agreement annexed to the published terms. We found no public information on stated feature parity between the cloud and on-premise editions, webhooks, SCIM provisioning, multi-tenant operation with separated client data for service providers, or a public status page with uptime history, which holds it below the top band.
Xurrent ITSM
The developer site documents REST, GraphQL, bulk, webhooks, events and mail APIs with a change log and deprecation notices, alongside single sign-on, SCIM and just-in-time provisioning, role-based permissions and computer telephony integration, plus an iPaaS with templated connections and named integrations across monitoring, security, ITSM and collaboration. Multi-provider operation is evidenced through account trusts, SIAM positioning, MSP license plans with billing to external invoicing tools, and tenant isolation that keeps AI inside the tenant. We found no public information on an on-premise or open-source edition, a documented migration from named tools, RMM connectors, or a vendor status page with uptime history.
European sovereignty
HaloITSM
The vendor is a UK company with a UK contracting entity, English law and the ICO as supervisory authority; for European accounts it uses self-contained AWS regions within the European Union solely for European customers, backups included, fully encrypted, with EU Standard Contractual Clauses and the UK IDTA for transfers, and a self-hosted edition is documented for those who install on their own servers. Subprocessors are listed with locations (AWS, Microsoft, DocuSign, Customer.io, Xero, Datadog and NinjaOne, all United States), ISO 27001, SOC 2 Type 2 and Cyber Essentials are stated with details on request, and optional AI functions route data to OpenAI. For a bank answering to BaFin the seat remains third-country and we found no public information on a published data processing agreement or an EU representative, though the EU data-centre isolation is unusually explicit.
Xurrent ITSM
Customer data is stored within a region of choice that includes the EEA on Amazon Web Services in Ireland and Germany, subprocessors are listed with their locations — Google and Slack in the United States for email and internal communication, Pendo in the EEA — a data processing addendum is published, and ISO 27001, ISO 27018, C5 and SOC 2 attestations plus bring-your-own-key encryption are stated. The contracting entity is nevertheless Xurrent, Inc. of Austin, Texas, resting on the EU-US Data Privacy Framework under FTC oversight, and we found no public information on an EU contracting entity or an on-premise edition, which is what separates this from a genuinely European chain.
Pricing transparency
HaloITSM
The per-agent price is public at £69 per agent, per month (billed annually), with a worked example of £690 monthly and £8,280 annual total for ten agents, end-users and portal customers are always free, and a fixed $1M per year enterprise package with unlimited licences and funded implementation exists; the terms also state UK VAT treatment, 30-day payment, auto-renewal with 30 days' notice and a 5 percent or RPI increase cap. However onboarding packages are required and priced bespoke by scope, and we found no public information on tier inclusions, per-asset pricing, CMDB and discovery or AI add-ons, or the on-premise licence and its maintenance — so a buyer cannot compute the real annual cost from public pages alone.
Xurrent ITSM
The pricing page publishes three corporate tiers and separate MSP plans with platform-user counts of ten, fifty and one hundred, functionality per tier, integration limits of one, three and unlimited, support levels and AI included in every plan; we found no public information on any price figure, so a buyer cannot compute an annual cost. We also found no public information on price per platform user, asset or module pricing, minimum term, onboarding fees or VAT treatment.
Sovereignty, side by side
Dimension
HaloITSM
Xurrent ITSM
Legal entity
Not determined
Not determined
Hosting location
Not determined
Not determined
Hosting options
Not determined
Not determined
Open source
Not determined
Not determined
Data processing agreement
Not determined
Not determined
Transfer impact assessment
Not determined
Not determined
Facts, side by side
Only facts both products carry under the same definition — anything else would not be a fair row.
Amazon Web Services, Inc. · Cloud Hosting and AI Inference (Bedrock) · EEA (Ireland and Germany) · United States · United Kingdom · Switzerland · Australia7
As of 2 Nov 2026, the panel rates Xurrent ITSM higher: 3/5 against 2.5/5. Weighted by what each judge cares about, 0 of the 6 judges pick HaloITSM and 6 pick Xurrent ITSM. Which one fits depends on the criteria that matter to you; the table on this page shows both side by side, and each judge’s reading has its own page. Both were scored by the same AI bench under the same rubric, from public evidence only, as the methodology describes.
Is HaloITSM or Xurrent ITSM European?
HaloITSM is European (UK / wider Europe). Xurrent ITSM is not European by provenance (Rest of world). Provenance is read from each company’s own legal pages: who builds it and who owns it.