# Xurrent ITSM — IT Service Management

Xurrent ITSM by Xurrent, Inc. holds a panel rating of 3/5 from 6 AI judges (category median 3/5), as of 2026-11-02. Provenance: Rest of world; sovereignty: not determined.

- Vendor: Xurrent, Inc. (https://www.xurrent.com/)
- Category: [IT Service Management](https://whats-best.ai/software/itsm.md)
- Provenance (editorial classification): Rest of world
- Canonical page: https://whats-best.ai/software/itsm/xurrent
- Alternatives: https://whats-best.ai/software/itsm/xurrent/alternatives ([markdown](https://whats-best.ai/software/itsm/xurrent/alternatives.md))
- Data as of: 2026-11-06 · evaluated 2026-11-02 · oldest source captured 2026-11-01

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Xurrent, Inc.
- Headquarters: Not stated on the vendor’s pages as of 1 Nov 2026
- Data hosting: Not stated on the vendor’s pages as of 1 Nov 2026
- Free plan: Not stated on the vendor’s pages as of 1 Nov 2026

## The panel's verdict

Xurrent ITSM is a cloud service-management platform whose strongest scoring is the service desk: scores cluster at 7, on multi-channel intake — email, portal, chat, telephony — landing in one request record, with the service instance setting the team and SLA targets. Deployment and integration scores run 6 to 7 on REST, GraphQL, bulk, events, mail and webhook APIs with a change log and deprecation notices, plus MSP licence plans, account trusts and billing into external invoicing tools; persona-weighted totals run 5.8 to 6.8, peaking for managed-service providers. The real split is change and problem, spread 4 to 6: judges crediting the RFC-to-workflow change model, risk assessment and the audit trail scored high, while those weighing problem management — shown only as a capability statement about recurring incidents — scored low. Sovereignty scores sit at 5 to 6: customers choose a processing region including the EEA and the subprocessor list is published, but the contracting entity is Xurrent, Inc. of Austin, Texas, and the list names Google (email hosting) and Slack in the United States. The pricing page publishes tier names but no price figure.

**Speaks for it:**
- Service desk scores cluster at 7, on intake by email, portal, chat and computer telephony feeding one request record whose service instance sets team and SLA targets
- Deployment and integration scores run 6 to 7, with REST, GraphQL, bulk, events, mail and webhook APIs, a change log, deprecation notices, SCIM and just-in-time provisioning
- MSP licence plans, account trusts and billing into external invoicing tools are documented for multi-client operation
- The audit console chronologically records creations, updates and deletions with who and when, readable through an Auditor role
- The virtual agent is documented in depth, covering request-template matching, pre-populated custom fields, degraded-service awareness and saved chats

**Held against it:**
- Change and problem scores spread 4 to 6, with problem management shown only as a capability statement about recurring incidents
- The documented guidance expects external system management tools to maintain technical detail, and we found no public information on discovery connectors such as Intune, SCCM or JAMF
- The contracting entity is Xurrent, Inc. of Austin, Texas, and the published subprocessor list names Google (email hosting) and Slack in the United States
- We found no public information on a change calendar, blackout periods, a change advisory board, or standard, normal and emergency change types
- The pricing page names 'STARTER 10 Platform Users/Month', 'CORPORATE 50 Platform Users/Month' and 'ENTERPRISE 100 Platform Users/Month' with no price figure in any currency

**Best for:**
- You run an MSP or multi-provider operation and need account trusts, MSP licence plans and billable time flowing into external invoicing tools.
- You want one request record behind email, portal, chat and telephony intake, with the service instance deciding the team and the SLA targets.
- Your developers need public REST, GraphQL, bulk, events and webhook APIs with a change log and deprecation notices.
- You must show auditors a chronological record of every creation, update and deletion, including who and when.

**Avoid if:**
- You need documented problem management — root cause, known errors, links to incidents — before committing; the captured pages show only a capability statement about recurring incidents.
- Your data protection officer requires an EU contracting entity or non-US subprocessors for email; the pages name Xurrent, Inc. of Austin, Texas, and the published subprocessor list shows Google and Slack in the United States.
- You expect built-in discovery from named platforms such as Intune, SCCM or JAMF; the documented guidance points to external system management tools for maintaining technical detail.
- You must run the service in your own data centre; the documented offering is a cloud service with customer data stored in a chosen processing region.

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion.

| Criterion | The Service Desk Lead | The MSP Owner | The Change & Configuration Manager | The Municipal IT Lead | The Solo IT Admin | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Service desk, incidents & requests | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 |
| Change, problem & release management | 2.5/5 | 3/5 | 3/5 | 2/5 | 2/5 | 2/5 |
| Assets, CMDB & discovery | 3/5 | 3.5/5 | 3/5 | 3/5 | 3/5 | 3/5 |
| Self-service portal & service catalog | 3/5 | 3.5/5 | 3/5 | 3/5 | 3/5 | 3.5/5 |
| Deployment, integrations & multi-client operation | 3.5/5 | 3.5/5 | 3.5/5 | 3/5 | 3.5/5 | 3.5/5 |
| European sovereignty | 3/5 | 3/5 | 3/5 | 2.5/5 | 3/5 | 3/5 |
| Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r |
| **Weighted verdict** | **3/5** | **3.5/5** | **3/5** | **3/5** | **3/5** | **3/5** |

### The judges

- **The Service Desk Lead** (v1.0): 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.
- **The MSP Owner** (v1.0): 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.
- **The Change & Configuration Manager** (v1.0): Change and configuration manager at a regional bank that answers to BaFin and, since January 2025, to DORA. Chairs the weekly change advisory board and has to show an auditor who approved which change, which services it touched and which incident it caused. Wants change types with real approvals, risk read from a CMDB that knows how systems depend on each other, problem records tied to incidents, and an audit trail that can be exported.
- **The Municipal IT Lead** (v1.0): Runs IT for a district administration with 900 staff, schools included, on servers in the municipal data centre. Follows BSI IT-Grundschutz and buys through public tenders, and the data protection officer will not sign off staff and device data on a US cloud. Wants an on-premise or open-source edition that is documented and maintained, a portal for teachers and clerks, assets linked to tickets, and a contract and price list the procurement office can put into a tender.
- **The Solo IT Admin** (v1.0): 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.
- **The Skeptic** (v1.0): Has seen "ITIL-certified" on a tool whose change management is a status field, a "CMDB" that is a list of devices without a single relationship, and an "AI agent" that searches the knowledge base. Reads that a product runs on premise and asks whether that edition gets the same features, which of the asset packs are extra, where the tickets and attachments are stored — and how ten years of ticket history would leave.

## European sovereignty — proven facts

Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined.

| Dimension | Finding | Points | Source |
|---|---|---|---|
| Legal entity | Not determined | — | — |
| Hosting location | Not determined | — | — |
| Hosting options | Not determined | — | — |
| Open source | Not determined | — | — |
| Data processing agreement | Not determined | — | — |
| Transfer impact assessment | Not determined | — | — |

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- Audit reports available: ISO 27001 & 27018 Certificate 2026 · SOC 2 Report Xurrent ITSM & Statuscast 2025 · SOC 2 Report Xurrent IMR (Formerly Zenduty) 2024-2025 · yes [S12]
- Bring your own key encryption: yes [S8]
- Certifications: SOC 2 Type II · ISO 27001 · ISO 27018 · C5 [S1]
- Do not track: no [S10]
- DPA available: yes [S11]
- Dpf: EU-US DPF · UK Extension · Swiss-US DPF [S10]
- Dpf arbitration: JAMS · no cost [S10]
- Dpf oversight: FTC [S10]
- Frameworks: SOC 2 · ISO 27001:2022 · ISO 27018 · GDPR · EU-US DPF [S12]
- GDPR commitment: Xurrent service provides capabilities needed for customers to comply with GDPR requirements [S11]
- GDPR enforceable date: GDPR became enforceable on May 25, 2018 [S11]
- Insurance: yes [S12]
- Nda required: yes [S12]
- No training on customer data: no [S1]
- Pen testing: Statuscast · ITSM · yes [S12]
- Resources available: security whitepaper · AI whitepaper · yes [S12]
- Roles: controller · processor [S10]
- Security page: Security resource page listed in footer [S9]
- Special categories: no [S10]
- Subprocessor list: yes [S11]

**Data**
- Account setup data: company/address, account name, logos, domain details, owner name/email/phone, user names, admin contact info [S10]
- Billing info: no [S10]
- Cookies required: yes [S10]
- Customer controls: yes · yes · yes · yes [S10]
- Customer data no sale: no [S10]
- Location: EEA · UK · Switzerland · Australia · US [S10]
- Marketing use: no [S10]

**Hosting**
- Aws bedrock: AWS Bedrock · yes [S1]

**Integrations**
- API alerts: yes [S22]
- API rate limits: yes [S8]
- Applications: yes [S7]
- Available to all: yes [S22]
- Bulk API: yes [S7]
- Categories: Analytics · Automation & Orchestration · Communication · Collaboration / ChatOps · DevOps / CI-CD · Identity & Security · ITSM / Project Management · Monitoring & Observability · Other [S22]
- Change log: yes [S7]
- Collaboration examples: Slack - Incident Command · Slack Webhook · Microsoft Teams · Google Chat · Mattermost · Zoom · Conference Bridge [S22]
- Deprecation updates: yes [S7]
- Dev portal: yes [S1]
- Developer site: Xurrent Developer website maintained for building integrations [S22]
- Enterprise unlimited: Standard API rate limits apply · 1 · 3 · unlimited [S8]
- Events API: yes [S7]
- Filter tabs: ALL · ITSM · IMR [S22]
- Firebase deprecated: no [S22]
- Generic: yes [S22]
- Graphql API: yes [S7]
- Ipaas connectors: yes [S21]
- Ipaas scope: iPaaS connects applications, data, and systems across cloud and on-premises environments. [S21]
- Ipaas section: yes [S22]
- Itsm examples: Jira (Cloud, Server, Two-Way) · ServiceNow · Zendesk · Freshdesk · Zoho Service Desk · Microsoft Dynamics 365 [S22]
- Mail API: yes [S7]
- Mcp server: MCP server connects AI assistants to Xurrent service and incident data via Model Context Protocol [S21]
- Monitoring examples: Datadog · Dynatrace · New Relic · Splunk · Grafana · Prometheus Alertmanager · Nagios · Zabbix · Sentry · Sumo Logic [S22]
- Notification channels: email · SMS · calls · Slack · Teams · mobile [S22]
- Outgoing webhooks: yes [S22]
- Passwords: no [S10]
- Platform: integrations platform [S2]
- Rest API: yes [S7]
- Security examples: CrowdStrike · AWS GuardDuty · AWS Security Hub · Prisma Cloud · Sysdig · Lacework (Beta) [S22]
- Standard integrations: yes [S11]
- Standard integrations: yes [S1]
- Standard integrations: Standard Integrations resource listed [S9]
- Standard integrations available: yes [S8]
- Statuspage two way: yes [S22]
- Templated connections: yes [S21]
- Tokens authentication: yes [S21]
- Webhooks: yes [S21]
- Webhooks API: yes [S7]
- Workato connector: yes [S7]

**Legal**
- Address: 310 Comal St, FL 2, #211, Austin, TX 78702, USA [S10]
- Bengaluru office: Bengaluru · 3rd Floor, 581, 1st Main Rd, Sector 6, HSR Layout, Bengaluru, Karnataka 560102 · India [S9]
- Copyright holder: 2026 · Xurrent, Inc. [S7]
- Entity: Xurrent, Inc. [S11]
- Entity: Xurrent, Inc. [S10]
- Headquarters: Austin · TX · Bond Collective East Austin, 310 Comal St, FL 2, #210 · USA [S9]
- London office: London · FORA, Floor 4, 19 Eastbourne Terrace London W2 6LG [S9]
- Updated date: 2026-06-10 [S10]

**Pricing**
- Corporate functionality: ITSM + limited ESM · 5000 [S8]
- Corporate platform users: 50 [S8]
- Enterprise features: yes · yes [S8]
- Enterprise functionality: ITSM + unlimited ESM · 5000 [S8]
- Enterprise platform users: 100 [S8]
- Msp plans exist: corporate IT · MSP [S8]
- Starter functionality: ITSM [S8]
- Starter platform users: 10 [S8]
- Starter target: limited specialist users, strictly ITSM · smaller orgs or paid POC [S8]

**Product**
- Account trusts: yes [S1]
- Account trusts: account trusts [S2]
- Agent skills itsm: ITSM · IMR · yes [S1]
- AI automations: AI automations including ticket auto-classification and request summarization [S2]
- AI in every plan: yes [S8]
- AI included all tiers: yes [S1]
- AI positioning: AI-driven automation and intuitive workflows positioning [S22]
- AI service desk: yes [S11]
- AI tenant confined: yes [S1]
- AI virtual agent: AI Virtual Agent automating answers and requests [S2]
- Alert noise reduction: yes [S1]
- Asset lifecycle: yes [S17]
- Assets products financials: yes [S17]
- Audit entries console: Auditor · Account Administrator · all record types or specific record type · yes [S16]
- Audit trail: Audit functionality tracks and displays the complete history of record changes and updates [S16]
- Audit trail: Automatic audit trail of all workflow activity [S11]
- Audit trail access: Record audit trail accessed via Actions > View Audit Trail… in View or Edit mode [S16]
- Audit trail content: yes · yes · yes [S16]
- Auto classification: yes [S1]
- Axsos outcome: Axsos · 60 · 50 [S1]
- Branding: Self Service Design covers branding and customization; knowledge base covered by Knowledge Management [S19]
- Byok: yes [S1]
- Category fields: Request category determines fields and context shown to analyst [S13]
- Change management: change management with templates and automated notifications [S2]
- Change management templates: Change management offers customizable templates, intuitive workflows, and automated notifications [S4]
- Change manager rename: Change Manager (on the record) was renamed to Workflow Manager [S15]
- Change pending rename: change_pending request status was renamed to Workflow Pending [S15]
- Change record renamed workflow: The Change record was renamed to Workflow in January 2022 [S15]
- Change starts as rfc request: Changes start as an RFC request (Request category 'rfc') and are carried out by a Workflow record [S15]
- Change template rename: Change Template was renamed to Workflow Template [S15]
- Chatops: yes [S1]
- Children: no [S10]
- Ci automation rules: yes [S17]
- Ci definition: CIs are hardware, firmware and software components providing services; software license certificates are also registered as CIs [S18]
- Ci duplicate: Duplicate Configuration Item action copies CI info into a new CI, excluding System ID, Serial number, Asset ID, In use since, Warranty expiry date and CI relations [S18]
- Ci fields page: Configuration Item Fields page documents field utilization guidelines for the CI form [S18]
- Ci from product: New hardware CIs created from a product representing the model; software version or license certificate CIs registered from the software product [S18]
- Ci recommended data: Recommended: keep minimal technical info in Xurrent; let system management tools discover and maintain it [S18]
- Ci roles required: Only users with the Configuration Manager role of an account can maintain its CIs [S18]
- Ci save add another: Save & Add Another duplicates CI fields including PO number, Purchase value, Start date and Warranty expiry date [S18]
- Ci system id link: System ID field links a Xurrent CI record to automatically maintained info in a system management tool [S18]
- Closure agent: yes [S1]
- Cmdb: CMDB and Asset Management with lifecycle tracking, dependency visualization, and AI-powered discovery [S5]
- Cmdb configuration items: yes [S17]
- Cmdb health: yes [S17]
- Cmdb itam: CMDB and IT Asset Management with lifecycle tracking and AI-powered discovery [S2]
- Compliance workflows: Scheduled recurrence of compliance workflows [S11]
- Cti: yes [S7]
- Customer feedback: customer satisfaction feedback collection and aggregation [S2]
- Customer logo personalization: yes [S8]
- Customer outcome hours saved: 4300 · 50 [S1]
- Customer outcome implementation weeks: 3 · 60 [S1]
- Customer outcome incident spend: 35 · 65 [S1]
- Customer outcome scale: 10 · 16000 · 80000 [S1]
- Customer outcomes: 5 · 40 [S1]
- Demo available: yes [S2]
- Demo offer: Personalized demo offered [S9]
- Doc coverage: Asset management and configuration management database documentation, covering asset lifecycle, discovery reconciliation, and CMDB health [S17]
- Facilities management: facilities management module [S2]
- Financial management: financial management with dashboards, automated reporting and AI-powered insights for IT costs [S2]

**Subprocessors**
- Aws: Amazon Web Services, Inc. · Cloud Hosting and AI Inference (Bedrock) · EEA (Ireland and Germany) · United States · United Kingdom · Switzerland · Australia [S12]
- Google: Google, Inc. · Email Hosting Provider · United States [S12]
- Pendo: Pendo, Inc. · Digital Adoption Platform · European Economic Area [S12]
- Slack: Slack Technologies, LLC · Internal Communication Provider · United States [S12]

**Support**
- Channels: xurrent_request · email [S7]
- Channels: Support · Releases · Book a Demo · Community · Training [S9]
- Dev portal: yes [S11]
- Dev portal: yes [S8]
- Enterprise 24x7: yes [S8]
- Privacy email: privacy@xurrent.com [S10]
- Starter corporate access: Access to Xurrent Support · Access to Xurrent Support + Support Desk Business Hours [S8]
- Success manager named: enterprise · named [S8]

95 more facts on the canonical page: https://whats-best.ai/software/itsm/xurrent

## Questions

### Is Xurrent ITSM European?

No. whats-best.ai classifies Xurrent ITSM as Rest of world.

### Where does Xurrent ITSM store data?

Not stated on the vendor’s pages as of 1 Nov 2026.

### Does Xurrent ITSM have a free plan?

Not stated on the vendor’s pages as of 1 Nov 2026.

### What are the best alternatives to Xurrent ITSM?

As of 2 Nov 2026, the panel rates [ManageEngine ServiceDesk Plus (3.5/5)](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus), [GLPI (3/5)](https://whats-best.ai/software/itsm/glpi) and [SysAid (3/5)](https://whats-best.ai/software/itsm/sysaid) highest among the other 14 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [GLPI](https://whats-best.ai/software/itsm/glpi) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [Xurrent ITSM alternatives](https://whats-best.ai/software/itsm/xurrent/alternatives).

## Head-to-head

- [Xurrent ITSM vs HaloITSM](https://whats-best.ai/compare/haloitsm-vs-xurrent.md)

## What this page leaves out

- 35 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 9 support facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 4 compliance facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 3 integrations facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 2 pricing facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 data fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 3 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown.

## Sources

- [S1] Vendor homepage: https://www.xurrent.com/ (checked 2026-11-01)
- [S2] Features page: https://www.xurrent.com/features (checked 2026-11-01)
- [S3] Features page (service desk): https://www.xurrent.com/features/service-desk (checked 2026-11-01)
- [S4] Features page (change management): https://www.xurrent.com/features/change-management (checked 2026-11-01)
- [S5] Features page (configuration and asset management): https://www.xurrent.com/features/service-configuration-and-it-asset-management (checked 2026-11-01)
- [S6] Features page (self-service portal): https://www.xurrent.com/features/self-service-portal (checked 2026-11-01)
- [S7] API documentation: https://developer.xurrent.com/ (checked 2026-11-01)
- [S8] Pricing page: https://www.xurrent.com/pricing/it-service-management (checked 2026-11-01)
- [S9] Company page: https://www.xurrent.com/about (checked 2026-11-01)
- [S10] Privacy policy: https://www.xurrent.com/privacy (checked 2026-11-01)
- [S11] Data protection page (GDPR): https://www.xurrent.com/gdpr-compliance (checked 2026-11-01)
- [S12] Security / trust page: https://trustcenter.xurrent.com/ (checked 2026-11-01)
- [S13] Service desk, incidents & requests — found from sitemap: https://www.xurrent.com/help/requests-service-desk-overview (checked 2026-11-01)
- [S14] Service desk, incidents & requests — found from sitemap: https://www.xurrent.com/features/sla (checked 2026-11-01)
- [S15] Change, problem & release management — found from sitemap: https://www.xurrent.com/help/change-management-overview (checked 2026-11-01)
- [S16] Change, problem & release management — found from sitemap: https://www.xurrent.com/help/audit (checked 2026-11-01)
- [S17] Assets, CMDB & discovery — found from sitemap: https://www.xurrent.com/help/asset-management-cmdb (checked 2026-11-01)
- [S18] Assets, CMDB & discovery — found from sitemap: https://www.xurrent.com/help/configuration-item (checked 2026-11-01)
- [S19] Self-service portal & service catalog — found from sitemap: https://www.xurrent.com/help/self-service-portal-overview (checked 2026-11-01)
- [S20] Self-service portal & service catalog — found from sitemap: https://www.xurrent.com/help/virtual-agent (checked 2026-11-01)
- [S21] Deployment, integrations & multi-client operation — found from sitemap: https://www.xurrent.com/help/integrations (checked 2026-11-01)
- [S22] Deployment, integrations & multi-client operation — found from sitemap: https://www.xurrent.com/standard-integrations (checked 2026-11-01)
- [S23] Terms of service — found from the homepage: https://www.xurrent.com/terms-of-use (checked 2026-11-01)

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Cite as: whats-best.ai, "Xurrent ITSM — IT Service Management", AI panel analysis, as of 2026-11-06. https://whats-best.ai/software/itsm/xurrent

Corrections: https://whats-best.ai/correct/1342?target=page