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 Solo IT Admin
The whole IT department of a 160-person engineering firm, with a part-time trainee on Thursdays. Requests come in by email, Teams and in the corridor, and the asset list is a spreadsheet nobody trusts. Has no time for an ITIL project: wants email and Teams turned into tickets, a simple portal with answers to the common questions, laptops and licences found automatically, a setup that takes days rather than months, and a price they can read off the website.
HaloITSM
Xurrent ITSM
This judge's pick
Criterion by criterion
Service desk, incidents & requests
HaloITSM
Email, chat, phone and social all feed one queue, incidents and service requests are told apart, and there are no-code workflows, custom dashboards, scheduled SLA and KPI reports, mobile apps and AI triage with suggested replies — enough for me to run my inbox through it. The captured pages stop short of showing major incident communication to affected users, per-service or per-contract SLAs, or skills-based routing, so it sits just under the top band.
Xurrent ITSM
Email, the portal and phone intake all land in one request record, incidents are their own category with routing, and the service instance picks the team and the SLA targets, with SLA handling described as customised and automated. On top of that, the AI auto-classifier's job is spelled out — it sets category, impact, service instance and team — and time tracking, analytics, knowledge management and the mobile app are all documented. We found no public information on SLA business hours and escalation detail, skills-based routing, or custom dashboards and scheduled reports, which is what keeps this short of the top band.
Change, problem & release management
HaloITSM
Change management, problem management and major incidents are named as modules on the pricing page, and the migration service lists changes and problems among the record types it moves. Beyond that, the captured pages don't describe change types, approvals, a change calendar or links between changes, problems and configuration items, so I can only credit that the ticket types exist.
Xurrent ITSM
Changes are modelled as an RFC request carried out by a workflow holding tasks, ordering and approvals, with an RFC type field, risk assessment on changes, release coordination, and an audit console that records who created, changed or deleted any record and when. Problem management is named as a capability, but we found no public information on problem records linked to incidents with root cause and known errors, a change calendar with blackout periods, or a change advisory board. That is deeper than a mere ticket type, so this sits above the basic level but below the mid band.
Assets, CMDB & discovery
HaloITSM
The pricing page names CMDB, asset discovery, software asset management, contracts and warranties, dependency mapping and stock, which is the core of an inventory I could hang tickets on. What the pages don't show is how discovery works, which platforms it scans, or a sync from Active Directory or Intune — and automatic laptop and licence discovery is exactly what I need to kill my spreadsheet.
Xurrent ITSM
Asset lifecycle management, warranty and purchase fields on the record, software licence certificates registered as configuration items, reconciliation rules and queue, and CMDB health are all documented, and the AI triage links related configuration items to tickets. The catch for a shop like mine is that the guidance recommends keeping technical detail minimal in Xurrent and letting external system management tools discover and maintain it, and we found no public information on discovery from named platforms such as Intune, SCCM or JAMF. So the inventory and lifecycle story is solid, but laptops will not find themselves here without tools I would have to bring.
Self-service portal & service catalog
HaloITSM
A self-service portal where end users are always free, approval workflows, CSAT surveys, a knowledge base and AI conversational agents are all listed, and single sign-on appears in the integration catalogue. Branding, languages, announcements and whether requesters see their own ticket history aren't described, so it reads as a solid standard portal rather than more.
Xurrent ITSM
From the portal an end user can submit and track requests, 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 on resolution. The virtual agent is unusually well documented — it searches knowledge, matches request templates, pre-populates custom fields and flags degraded services — and portal submissions get the same service instance and SLA treatment as analyst-registered ones. We found no public information on deflection being measured, accessibility conformance, or the virtual agent being reachable inside Teams.
Deployment, integrations & multi-client operation
HaloITSM
There's an on-premise edition with its own patch releases, 293 integrations grouped by category including Microsoft, alert management, remote support and single sign-on, and a migration service covering 90+ platforms with free demo runs — that suggests a fast setup with my stack. Feature parity between cloud and on-premise, webhooks, SCIM and a public status page aren't described, so I can't confirm everything I'd want to connect.
Xurrent ITSM
The developer site documents REST, GraphQL, bulk, webhooks, mail and events APIs with a change log and deprecation notices, plus SCIM provisioning, single sign-on, and named integrations from Datadog, Splunk and Grafana through Slack and Teams; multi-account operation with account trusts and MSP billing into external invoicing tools is documented, and the platform ships improvements weekly. We found no public information on an on-premise edition, a documented migration path from named tools, or a public status page with uptime history for the service itself. The API story is about as good as it gets publicly, which is what earns the score.
European sovereignty
HaloITSM
AWS hosting with isolated EU data centres that keep EU customers' data and backups in the EU, subprocessors listed by country, ISO 27001, SOC 2 Type 2 and Cyber Essentials stated, EU SCCs for transfers, and a self-hosted option for my own chain. The contracting entity is UK rather than EU, the optional AI functions route data to OpenAI, and most of the listed subprocessors are US companies, which keeps it below the top band.
Xurrent ITSM
Xurrent is a US company and the captured pages name only the US entity, but customers can hold all data in the EEA on named AWS regions (Ireland and Germany), a data processing addendum is published, subprocessors are listed with their locations, and ISO 27001, ISO 27018, C5 and SOC 2 are stated alongside EU-US Data Privacy Framework compliance and bring-your-own-key encryption. The subprocessor list shows email hosting running through Google in the United States. For my engineers an EEA region choice plus a published DPA and certifications is workable, and that places this between the non-EU-vendor-with-EU-option level and the full European chain.
Pricing transparency
HaloITSM
"£69 per agent, per month (billed annually)" with end users always free, a ten-agent example totalling £8,280 a year, "£149 per hour" for extra services, VAT treatment and 30-day payment terms all published. But onboarding packages are required with purchase at a bespoke cost depending on scope, and no on-premise licence price appears, so I still can't compute my full first-year cost from the website alone.
Xurrent ITSM
The pricing page publicly sets out Starter, Corporate and Enterprise tiers by platform users (10, 50 and 100) with what each includes, AI in every plan, and support levels per tier, so the scaling unit is visible. But the captured pricing text contains no price figure in any currency, so I cannot read off what a year costs, and we found no public information on requester pricing, asset pricing, onboarding fees, minimum term or VAT treatment. There is enough tier structure to browse, but not enough to put a number on a budget line.
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.