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 MSP Owner
Owns a managed service provider with twenty-two technicians and sixty client companies, from dental practices to a logistics firm with nine sites. Every client has its own contract, its own SLA and its own devices, and every hour has to end up on an invoice. Wants one desk with client data kept apart, the RMM and remote support tool connected, time and contracts billed, a portal per client, and a price per technician that still works when the team doubles.
HaloITSM
Xurrent ITSM
This judge's pick
Criterion by criterion
Service desk, incidents & requests
HaloITSM
Email, chat, phone and social feed one queue, incidents and service requests are distinct, major incidents are named, and incidents are prioritised with SLAs tracked on the ITIL framework. No-code workflows, AI triage and suggested replies (routed to OpenAI, not used for training), timesheets, custom dashboards, scheduled reports and mobile apps are all listed. I stop short of the top band because SLAs per client and contract and communication to affected users during a major incident are not described on the captured pages.
Xurrent ITSM
One request record carries incidents, changes, orders and questions, the service instance picks the team and the SLA targets, and intake is evidenced by email, portal, chat and a CTI link that opens the console from a softphone — that is the single desk I want for sixty clients. The AI side is unusually well documented: the auto-classifier decides category, impact, service instance and team, a triage agent links CIs and chases missing detail, and time tracking sits on the requests my invoices come from. It stops short of the top band because we found no public information on custom dashboards and scheduled reports, or on a mobile app for my technicians.
Change, problem & release management
HaloITSM
Change management and problem management are named modules alongside major incidents, the incident page names ITIL, and the migration service carries changes and problems as data types. But change types, risk assessment, a change calendar, links to configuration items and any advisory board are not described, and no ITIL process certification is named — a named capability without documented depth.
Xurrent ITSM
A change starts as an RFC request and is executed by a workflow record holding tasks, approvals and automation, with customizable templates, a risk assessment on changes, release coordination and an audit trail showing who touched every record and when — good enough to show a client's auditor. Problem management is present to eliminate the underlying causes of recurring incidents. It sits mid-table because we found no public information on a change calendar, blackout periods, a change advisory board workflow, the standard/normal/emergency change types, or an ITIL process certification.
Assets, CMDB & discovery
HaloITSM
The asset list names CMDB, asset discovery, software asset management, contracts and warranties, dependency mapping and stock, plus forty-three asset management integrations. The captured pages do not describe CI types and relationships, discovery detail per platform, or an Active Directory or Entra ID sync; we found no public information on those.
Xurrent ITSM
The CMDB here is documented, not marketing: configuration items cover hardware, firmware, software and licence certificates with warranty and purchase fields, discovered records pass through a reconciliation queue with rules, and there is CMDB health reporting, lifecycle reviews, and a service hierarchy browser with dependency visualization for impact. CIs are reachable through the REST and bulk APIs, a triage agent links them to requests, and their history lands in the audit trail. We found no public information on discovery for named platforms or connectors such as Intune, SCCM or JAMF, or on licence compliance and metering.
Self-service portal & service catalog
HaloITSM
A self-service portal with live chat, CSAT surveys and approval workflows is listed, and end users and customers accessing the portal are always free — good for my sixty clients. But a service catalog, end-user knowledge base, portal branding, single sign-on for the portal and portals per client are not described on the captured pages.
Xurrent ITSM
End users submit requests, track progress, browse the knowledge base, order from the catalog, approve workflows and report time from a branded portal that is also available as a phone app — and every portal submission is the same request record with the same service instance and SLA model an analyst works, which is exactly what I need when a client calls. The virtual agent is documented down to template matching, custom-field pre-population, degraded-service awareness and saved chats, and satisfaction feedback is collected from requesters. We found no public information on costs and delivery times per catalog item, automated fulfilment such as password reset, deflection measurement, or accessibility conformance.
Deployment, integrations & multi-client operation
HaloITSM
There are 293 integrations across remote support (12), alert management (27), Microsoft (22) and single sign-on, an on-premise edition exists (a patch release for on-premise 2.208.71 is published), an API middleware is described, and migration from 90+ platforms with free demo and delta migration is documented. Billing modules include time and material billing, recurring billing, quote-to-invoice and timesheets — but webhooks, SCIM, multi-client data separation, a public status page and cloud/on-premise feature parity are not described.
Xurrent ITSM
This is the strongest area for my kind of business: MSP licence plans, account trusts and trust relations to link client accounts, SCIM and just-in-time provisioning, single sign-on, and time tracking that turns into billable events connected to external invoicing tools. The API surface is deep — REST, GraphQL, bulk, events, webhooks, an MCP server and an iPaaS with templated connectors — alongside named monitoring integrations from Datadog to Zabbix and weekly platform releases. We found no public information on an on-premise edition, a named RMM or remote-support connector, a documented migration path from other tools, or a public status page with uptime history.
European sovereignty
HaloITSM
The vendor is a UK company under English law with the ICO as supervisory authority; it offers isolated, encrypted AWS data centres in the EU reserved for European customers, publishes a subprocessor list with countries (all US-based: AWS, Microsoft, DocuSign, Customer.io, Xero, Datadog, NinjaOne, plus OpenAI for optional AI), relies on EU SCCs and the UK IDTA, and states ISO 27001, SOC 2 Type 2 and Cyber Essentials. A published data processing agreement and an EU contracting entity are not confirmed on the captured pages, though a self-hosted edition is mentioned.
Xurrent ITSM
The contracting party is Xurrent, Inc. of Austin, Texas — a US company — but customer data is always stored in the customer's chosen region, including the EEA, on named AWS infrastructure in Ireland and Germany, with subprocessors listed by location; Google for email hosting and Slack for internal communication are US-based. A data processing agreement, EU-US Data Privacy Framework participation, ISO 27001/27018, SOC 2 Type II and C5 are all published, and bring-your-own-key encryption is included. We found no public information on an EU contracting entity or EU representative, which keeps a US-parented chain in the middle band.
Pricing transparency
HaloITSM
The pricing page shows "£69 per agent, per month (billed annually)", free end users, a ten-agent example at "Annual Total £8,280", a "$1M per year" unlimited enterprise package and a 15% not-for-profit discount, with 30-day payment terms, UK VAT treatment, a 5% or RPI increase cap and auto-renewal on 30 days' notice in the terms. But onboarding is required at "a bespoke cost depending on scope", and on-premise licences and module add-ons are unpriced — I cannot compute a full annual cost for my twenty-two technicians from public pages alone.
Xurrent ITSM
The pricing page publishes the tier skeleton — Starter at 10 platform users per month, Corporate at 50, Enterprise at 100 — with functional scope, integration counts, support levels and separate MSP licence plans, and AI is stated as included with "$0 in token pools, session fees, or AI add-on SKUs". But we found no public monetary price for any tier, and no public information on term, onboarding or asset pricing — so a year for twenty-two technicians cannot be computed from public pages alone.
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.