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 Service Desk Lead
Leads a team of eight agents at a machine builder with 1,400 employees across three plants in Germany and one in Poland. Most tickets still arrive by email, and the same printer and VPN questions come in every Monday. Wants incidents and requests told apart, SLAs that escalate on their own, a portal with a catalog people actually use, answers that deflect the Monday tickets, and reports the IT director reads without a spreadsheet.
HaloITSM
Xurrent ITSM
This judge's pick
Criterion by criterion
Service desk, incidents & requests
HaloITSM
Every channel we live in — email, chat, phone, social — feeds one queue, and incidents, service requests and major incidents are named as distinct record types, which is exactly the intake discipline I need. No-code workflows, tracked SLAs with SLA and KPI reporting, custom dashboards with scheduled reports, a knowledge base, timesheets and mobile apps cover my team's daily grind, and the AI is documented with what it does — triaging, suggested replies, summarisation and knowledge discovery. Skills- or load-based routing and how major-incident communication reaches affected users are not described on the captured pages, so I stop one notch short of the top level.
Xurrent ITSM
Email intake, the portal, chat running alongside the virtual agent and even phone work via computer telephony integration are all documented, and incidents sit beside changes and other requests as categories with the service instance deciding the team and the SLA targets — exactly the shape my Monday-morning queue needs. The AI work is unusually well described: auto-classification routing inbound mail, a triage agent that links configuration items and gates incomplete tickets, and a closure agent for verification notes. I stop short of the top band because SLA escalation and business hours, custom dashboards, and a visual workflow builder are not described on the captured pages.
Change, problem & release management
HaloITSM
Change management and problem management are listed as modules, the incident page says the product follows the ITIL framework, and changes and problems appear as migratable record types — but that is all the depth the captured pages give. I found no public information on problem records with root cause and known errors, change types with approvals, a change calendar, links to configuration items or an audit trail an auditor could read, which caps this low.
Xurrent ITSM
A change starts as a request in the RFC category and is carried out by a workflow holding tasks, ordering, approvals and automation, with types, templates, risk assessment and release coordination documented, and problem management targets the underlying issues behind recurring incidents. The audit trail records who created, updated or deleted which record, which an auditor can read. I found no public information on a change calendar with blackout periods, a change advisory board, standard, normal and emergency change types, known errors, or an ITIL process certification.
Assets, CMDB & discovery
HaloITSM
The pricing page names a CMDB, asset discovery, software asset management, contracts and warranties, dependency mapping and stock and inventory — the module names cover most of a working asset practice, including warranty tracking I actually use. What the captured pages do not show is how configuration items are typed and related, an import or sync from Active Directory or Entra ID, or how assets link to tickets and users, so I cannot go higher than the middle.
Xurrent ITSM
Configuration items cover hardware, firmware, software and licence certificates, are created from product records with purchase value and warranty expiry, are tracked across the lifecycle with lifecycle reviews, and are tied together through dependency visualization and the Service Hierarchy Browser. Discovery is described as AI-powered with reconciliation rules, a reconciliation queue and CMDB health, and the documented recommendation is that system management tools maintain the technical detail via a System ID link. We found no public information on discovery for named platforms, imports from Intune, SCCM, JAMF or Active Directory, or software licence compliance and metering.
Self-service portal & service catalog
HaloITSM
A self-service portal, live chat and CSAT surveys are listed, end users and customers on the portal are always free, and approval workflows and an employee portal appear under enterprise service management with a single sign-on category in the integration directory — that reads like a portal my 1,400 people would use. The captured pages never name a service catalog with request forms, a searchable end-user knowledge base, announcements, branding or languages, and the virtual agent and deflection measurement are not described, so I keep it mid-range.
Xurrent ITSM
From the portal an end user can submit requests, follow their progress, browse the knowledge base, order from the service catalog, approve workflows and report time, on any device through the mobile app, with branding, single sign-on and satisfaction feedback after resolution. The virtual agent is documented in real depth — knowledge summaries, matching request templates and pre-populating custom fields, degraded-service notices, saved chats and access limited to chosen groups — which is what would deflect my recurring printer and VPN tickets. I found no public information on announcements, additional languages, automated fulfilment such as password reset, or accessibility conformance.
Deployment, integrations & multi-client operation
HaloITSM
An on-premise edition is real — a bundled on-premise patch release is published — an API is evidenced by the security pages describing token verification on API requests, and an integration directory lists 293 integrations across Microsoft, alert management, remote support and single sign-on, plus a migration service from 90+ help desk and ITSM platforms via API, CSV or database with a free demo migration. Feature parity between cloud and on-premise, webhooks, SCIM provisioning, named RMM connectors and an uptime history on the trust portal are not described on the captured pages, which keeps me between the two levels.
Xurrent ITSM
The developer site documents REST, GraphQL, bulk, mail, events and webhooks APIs with a change log and deprecation notices, plus SCIM and just-in-time provisioning, single sign-on, computer telephony integration and role-based permissions. Named standard integrations cover monitoring, security, collaboration and other ITSM tools, there is an integration platform with templated connections and an MCP server, and multi-provider operation is served by account trusts, SIAM and MSP billing into external invoicing tools. I found no public information on an on-premise or self-hosted edition, uptime terms, a public status page for the service itself, or a documented migration path.
European sovereignty
HaloITSM
The GDPR page commits to AWS data centres inside the European Union used solely for European customer accounts, isolated and encrypted so no data ever leaves the EU, and a subprocessor list is published with countries, backed by EU Standard Contractual Clauses and UK IDTA safeguards plus stated ISO 27001, SOC 2 Type 2 and Cyber Essentials compliance. The contracting entity is United Kingdom-based with English governing law and a Scottish controller address, and a data processing agreement is not confirmed as published on the vendor's own captured pages, which is what holds it below the highest level.
Xurrent ITSM
The contracting entity is Xurrent, Inc. of Austin, Texas, under FTC oversight through the EU-US Data Privacy Framework, so this is a US vendor — but all customer data is stored in a region of the customer's choice including the EEA, on named AWS infrastructure in Ireland and Germany, and the subprocessor list with locations is published, including Google in the US for email hosting. A data processing addendum is available, ISO 27001, ISO 27018, SOC 2 Type II and C5 are attested, bring-your-own-key encryption is included, and the AI runs tenant-confined on AWS Bedrock with no training on customer data. A non-EU parent with no documented EU contracting entity keeps this below the top band for a German buyer like us.
Pricing transparency
HaloITSM
£69 per agent, per month billed annually is public, with a published example of ten agents at £690 monthly, end users and customers on the portal always free, a $1M per year enterprise package with unlimited licenses, a 15% not-for-profit discount, VAT treatment, 30-day payment terms, a 5% annual increase cap and £149 per hour for additional services. What I cannot compute is the real year-one cost: onboarding packages are required with purchase but bespoke-priced by scope, and the on-premise licence and its maintenance are unpriced on the captured pages.
Xurrent ITSM
The pricing page names three tiers with their included platform users (10, 50 and 100 per month), scope running from ITSM only to unlimited ESM, support levels, and integration counts of one, three and unlimited, with AI included in every plan at no add-on cost, plus a separate MSP plan family. However, no monetary price appears on the captured pricing page, so I cannot compute an annual cost for my team and 1,400 employees, and onboarding, minimum term and the MSP plans are unpriced as well. The route offered is a personalized demo.
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.