HaloITSM vs Xurrent ITSM

HaloITSM

Every channel — email, chat, phone and social — feeds one queue, incidents and service requests are separate types alongside major incidents and a knowledge base, and SLAs are tracked on the ITIL pattern; no-code workflows, custom dashboards with scheduled reports and data export, mobile apps, and AI triage, summarisation and suggested replies are all published, with the AI functions' routing to OpenAI stated and disablable. Business hours, escalation rules and per-service SLA terms are not described on the captured pages, so I would verify those in a pilot before any tender.

Xurrent ITSM

Requests are documented in real depth: email, portal, computer telephony and virtual-agent intake all become the same request record, the service instance sets the assigned team and SLA targets, and the AI classifier's setting of category, impact and team is explained in the help pages. Templates, SLA management, time tracking and satisfaction feedback are covered, and the status pages handle outage communication. Reporting, though, appears only as an analytics capability by name; we found no public information on business hours, escalation rules or SLA-compliance reporting detail.

HaloITSM

Change management and problem management are named modules of the ITSM suite and the platform carries approval workflows, but the captured pages give no change types, risk assessment, change calendar, CAB or links between changes, problems and configuration items. I found no public information on release management or an ITIL process certification, which matters to us under IT-Grundschutz.

Xurrent ITSM

The change model is unusually well documented: a change opens as an RFC request and is carried out by a workflow holding tasks, approvals and automation, with templates, risk assessment, release coordination and a full audit trail of every record change with who and when — that trail I could show an auditor. Problem management appears only as a capability statement about underlying issues behind recurring incidents, and we found no public information on standard, normal and emergency change types, a change calendar or CAB decisions.

HaloITSM

CMDB, asset discovery, software asset management, contracts and warranties, dependency mapping and stock are all published modules, and 43 asset-management integrations are catalogued — enough for an inventory with contracts attached. Configuration item types and relationships, the discovery platforms covered, Active Directory synchronisation and whether assets link to tickets and changes are not described on the captured pages.

Xurrent ITSM

The configuration management documentation is genuine help material: configuration items for hardware, software and licence certificates created from product records, purchase value and warranty expiry fields, lifecycle reviews, discovery reconciliation with a queue and rules, CMDB health, and CI linking to requests by the triage AI. Discovery is delegated to external system management tools through a System ID link rather than built-in scanning, and we found no public information on synchronisation from Active Directory or discovery for named platforms.

HaloITSM

A self-service portal and an employee portal serving HR, finance and facilities with approval workflows and multi-department routing are published, together with a knowledge base, live chat, CSAT surveys, single sign-on integrations, and portal end users are always free — a virtual agent page is also in the registry. A service catalog with request forms, branding, languages and accessibility are not described, so I cannot confirm from public pages what my teachers and clerks would actually see.

Xurrent ITSM

The portal is documented end to end: submitting requests, tracking progress, browsing the knowledge base, ordering from the service catalog, approving workflows and reporting time, with branding design and a phone app, and portal submissions are the same request record under the same service instance and SLA model. The virtual agent is documented precisely — template matching, pre-populated custom fields, degraded-service detection, saved chat history. We found no public information on languages, outage announcements inside the portal, or accessibility conformance, which teachers and clerks here would need.

HaloITSM

An on-premise edition exists and is actively maintained — a bundled patch for a.NET CVE against on-premise 2.208.71 is published — and the privacy policy covers self-hosted environments; 293 integrations are catalogued across Microsoft, single sign-on, remote support and alert management, and a migration service covers 90+ platforms with a free demo and delta migration. Feature parity between cloud and on-premise, webhooks, SCIM provisioning, multi-client separation and a public status page are not described.

Xurrent ITSM

The integration side is strong: documented REST, GraphQL, bulk, events, mail and webhooks APIs with a change log and deprecation notices, SCIM provisioning and single sign-on, an iPaaS with templated connections, named monitoring and chat integrations, plus account trusts and MSP billing for multi-client operation. It is a cloud service with a choice of processing regions including the EEA; we found no public information on an on-premise or self-hosted edition, a migration path from named tools, or the vendor's own status page and uptime terms — and without a self-hosted option it cannot run in our municipal data centre.

HaloITSM

For EU accounts the vendor publishes AWS data centres inside the European Union described as self-contained, isolated units used solely for European customers with 100% encryption, a subprocessor list with locations (largely US companies), EU Standard Contractual Clauses, and ISO 27001, SOC 2 Type 2 and Cyber Essentials stated. The contracting entity is a UK company under the exclusive jurisdiction of the English courts, the optional AI functions route data to OpenAI, and I found no published data processing agreement and no confirmation that the on-premise edition keeps every record on our own servers — my data protection officer will need all of that in writing before sign-off.

Xurrent ITSM

The contracting entity is Xurrent, Inc. of Austin, Texas, and the subprocessor list is published: AWS for hosting and AI inference with EEA regions in Ireland and Germany, Google in the United States for email hosting, Pendo in the EEA and Slack in the United States. An EEA processing region, a published data processing addendum, ISO 27001/27018 and C5 attestation and bring-your-own-key encryption are stated — but a US entity with the email chain in the United States under the Data Privacy Framework is exactly what my data protection officer will not sign for staff and device data, and we found no public information on a self-hosted edition that would keep records on our own servers.

HaloITSM

£69 per agent, per month billed annually is published, portal end users are free, not-for-profit organisations get 15% off, there is a fixed $1M per year unlimited package and £149 per hour for additional services, and the terms state VAT, 30-day payment, auto-renewal with 30 days notice and a 5% or RPI increase cap. Onboarding is required with purchase at a bespoke cost depending on scope, and we found no public prices for the on-premise licence or for how assets, AI or other add-ons scale — my procurement office cannot compute a full annual figure from the public pages alone.

Xurrent ITSM

The plans are public with their structure — Starter 10 Platform Users/Month for ITSM, Corporate 50 Platform Users/Month with limited ESM, Enterprise 100 Platform Users/Month with unlimited ESM — and AI is stated as included in every plan. But the captured pricing pages show no monetary figures at all, and we found no public information on term lengths, asset costs or onboarding, so my procurement office could not budget a tender from them.