HaloITSM vs Xurrent ITSM

HaloITSM

Multi-channel intake where email, chat, phone and social feed one queue, incidents and service requests as named types, major incidents, a knowledge base, no-code workflows, SLA and KPI reporting with custom dashboards, scheduled reports and mobile apps are all documented, and the AI functions state their data use — optional triage, summarisation and knowledge discovery route to OpenAI and can be disabled. We found no public information on SLAs per service or customer, skills- or load-based routing, or communication to affected users during major incidents.

Xurrent ITSM

Intake is genuinely multi-channel — email via the Mail API, monitoring events, a telephony console for analysts and the portal — and the help pages document the request record with categories, service-instance-driven team assignment and SLA targets. AI actions are stated in unusual detail (what auto-classification, triage, closure and knowledge drafting each do), and time tracking and satisfaction feedback are named. We found no public information on SLA business hours and escalation rules, a major incident process, dashboards or scheduled reports beyond an ITSM Analytics label, or a mobile app aimed at agents rather than end users.

HaloITSM

Change management, problem management and major incidents appear as named items, the incident management page says the ITIL framework is followed, and the migration tool moves changes and problems — but that is the whole of it. We found no public information on change types, approvals, a change calendar or CAB, risk and impact assessment, known errors, or links between changes, incidents and configuration items; I have seen 'change management' mean a status field, and these captured pages do not yet prove otherwise.

Xurrent ITSM

The change mechanism is documented and coherent: an RFC request with a type field is carried out by a workflow holding tasks, ordering, approvals and automation, with risk assessment and release coordination described, and the audit functionality records who changed what and when, including deletions, for an Auditor role. Problem management, by contrast, is a single marketing sentence — we found no public information on root cause fields, known errors or links from problems to incidents — and a change calendar, blackout periods and a change advisory board are not described either.

HaloITSM

The pricing page names a CMDB, asset discovery, software asset management, contracts and warranties, dependency mapping and stock and inventory, and an integration directory counts 43 asset management connectors — all as single bullet points. We found no public information on configuration item types and relationships, the platforms discovery covers, synchronisation from Active Directory or Entra ID, or how assets link to users, tickets and changes; a CMDB is a list of devices until a relationship is shown.

Xurrent ITSM

The help documentation covers a real life cycle — products as CI models, purchase, warranty and licence-certificate fields, configuration item relations, reconciliation rules and a reconciliation queue, CMDB health and lifecycle reviews — plus a service hierarchy browser for dependency views. Discovery is where it thins out: "AI-powered discovery" is the stated phrase and system management tools are expected to maintain technical detail via a System ID link, but we found no public information on named discovery platforms or connectors, and licence compliance and metering are not described.

HaloITSM

A self-service portal that end users and customers access free of charge is documented, alongside live chat, CSAT surveys, approval workflows, an employee portal with multi-department routing, and AI agents marketed for the portal side of the product. We found no public information on the service catalog, request forms, end-user knowledge base search, announcements, single sign-on for the portal, branding, languages, automated fulfilment or accessibility.

Xurrent ITSM

The portal is documented end to end — catalog orders, request tracking, knowledge base, workflow approvals, project tasks, time reporting, branding, single sign-on and a phone app — and portal submissions become the same request record an analyst works, with the same SLA model. The virtual agent is documented in rare depth (template matching, pre-populated custom fields, fallback templates, degraded-service awareness, saved conversations), but we found no public information on per-item costs and delivery times in the catalog, automated fulfilment for named requests, accessibility conformance, or the agent running in Teams or Slack.

HaloITSM

A directory of 293 integrations across categories including Microsoft, remote support, alert management and single sign-on, migration from 90+ help desk and ITSM platforms with a free demo migration and delta migration, an on-premise edition (a bundled patch release names version 2.208.71), and N+1 architecture across six AWS regions with tested backups and release notes give a solid picture of how the product runs and connects. We found no public information on cloud versus on-premise feature parity, SCIM provisioning, multi-client operation with separated data for MSPs, or a public status page; the service level agreement is referenced only as an annex to the terms.

Xurrent ITSM

The integration story is unusually strong: REST, GraphQL, bulk, events, mail and webhooks APIs with a change log and deprecation notices, SCIM and just-in-time provisioning, single sign-on, an iPaaS with templated connectors, an MCP server, and MSP licence plans with account trusts and MSP billing; hosting is cloud-only in a region of the customer's choice including the EEA. Many named monitoring and collaboration connectors are presented for the incident management and response product rather than the service desk, and we found no public information on an on-premise or self-hosted edition, migration tooling from named tools, or a public status page for the vendor's own uptime.

HaloITSM

There is real evidence here: self-contained, encrypted AWS units in the European Union used solely for European customer accounts including backups, a named subprocessor list with countries, EU Standard Contractual Clauses and the UK IDTA, ISO 27001 and SOC 2 Type 2 stated, and an on-premise edition — though certification details are 'on request' rather than published, and optional AI functions route data to OpenAI. The contracting entity is United Kingdom with the ICO as supervisory authority, most named subprocessors are United States companies, and the captured pages give different statements on where European data is held: UK-based storage and self-contained EU data centres are both described.

Xurrent ITSM

The chain is documented but the seat is American: the contracting entity is Xurrent, Inc. of Austin, Texas, though customers choose a processing region including the EEA, and the trust page names subprocessors with locations — AWS for hosting and AI inference including Ireland and Germany, Google in the United States for email hosting, Pendo in the EEA, Slack in the United States. A data processing addendum, ISO 27001/27018, SOC 2 and C5 attestations, and EU-US Data Privacy Framework certification are published, which is more transparency than most non-EU vendors show; the entity and parts of the chain remain non-EU regardless.

HaloITSM

A public price of '£69 per agent, per month (billed annually)', portal end users 'always free', a shown ten-agent total of '£690' monthly and '£8,280' annually, a fixed '$1M per year' enterprise package with unlimited licences and funded implementation, a 15% not-for-profit discount, and terms covering VAT, 30-day payment, auto-renewal with 30-day notice, a 5% or RPI increase cap, a 1% monthly late fee and a '£149 per hour' standard charge let a buyer get close to a real number. The required onboarding is 'a bespoke cost depending on scope' and we found no public information on the on-premise licence or any per-asset or module pricing, so the full annual cost is not computable from public pages alone.

Xurrent ITSM

The public page shows a plan ladder — "STARTER 10 Platform Users/Month", "CORPORATE 50 Platform Users/Month", "ENTERPRISE 100 Platform Users/Month" — with functionality, integration counts and support access per plan, and states AI is included at every tier with no add-on fees. But we found no public price in any currency for any tier, and no figures for assets, onboarding, minimum term or the MSP licence plans; a buyer still cannot compute a cost, only a shape.