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Xurrent ITSM
What Xurrent ITSM is
Xurrent ITSM is a web and API service-management platform for service desks handling incidents, problems, requests, changes, and releases. Automated ITIL workflows organize these processes, while AI classifies, prioritizes, and routes incoming requests by intent and context. A self-service portal and continuously learning knowledge base help users resolve common issues. Real-time dashboards and ITIL-aligned reports cover SLAs, backlog health, resolution trends, and service quality. Xurrent provides an API-first architecture with pre-built integrations, including Atlassian Jira, plus iPaaS connectors, templates, API tokens, webhooks, and an MCP server. Listed access options include an employee portal, runbook support, AI-powered search, Slack, Microsoft Teams, and single sign-on. Plans range from Starter with 20 platform users per month to Enterprise with 100 users, unlimited ESM, unlimited templated integrations, and 24x7 escalation support. There is no free plan; pricing is on request, with guided proof-of-concept or sandbox requests available.
Who it suits
It suits service desks that need ITIL process management, automated request routing, self-service, and operational reporting. Starter, Corporate, and Enterprise tiers target smaller organizations through organizations with 5,000 or more employees, while MSP plans support shareable customer licenses.
What it does well
- AI classifies and routes incoming requests
- Covers incident, problem, change, and release management
- Self-service portal and learning knowledge base
- Real-time SLA and backlog dashboards
- Supports APIs, webhooks, and pre-built integrations
What to know first
- No free ITSM plan is offered
- Specific license prices are not published
- Starter includes zero templated integrations
- Higher support coverage is tier-dependent
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Corporate | 50 platform users/month · ITSM + limited ESM · 3 templated integrations · support desk business hours | On request |
| MSP Corporate | 50 platform users/month · ITSM + limited ESM · licenses shareable among customers | On request |
| Starter | 20 platform users/month · ITSM only · limited specialist users · 0 templated integrations | On request |
| Enterprise | 100 platform users/month · ITSM + unlimited ESM · unlimited templated integrations · 24x7 escalation support | On request |
| MSP Enterprise | 100 platform users/month · ITSM + unlimited ESM · licenses shareable among customers · 24/7 escalation support | On request |
As xurrent.com lists them, read 2 Oct 2026. The maker's own page has the final word.
Verdict
Xurrent ITSM combines AI-assisted intake, ITIL workflows, self-service, reporting, and extensive connection methods. Organizations can request a sandbox before purchase, but pricing and support scope depend on the selected tier.
Facts from Xurrent ITSM's own pages
- Data residency
- Xurrent says customer data is stored in the region selected by the customer and is not stored or transferred elsewhere. · xurrent.com, 2 Oct 2026
- Headquarters
- Santa Barbara, California, USA; Austin, Texas, USA · xurrent.com, 28 Sept 2026
- Integration methods
- Xurrent documents iPaaS connectors, templated connections, API tokens, webhooks, and an MCP server for connecting external tools and services. · xurrent.com, 2 Oct 2026
- Integrations
- The product provides an API-first architecture and pre-built integrations; the listed integrations include Atlassian Jira. · xurrent.com, 2 Oct 2026
- Intended customers
- The corporate tiers describe Starter for smaller organizations, Corporate for SMBs up to 5,000 employees, and Enterprise for organizations with 5,000 or more employees. · xurrent.com, 2 Oct 2026
- ITIL processes
- The platform provides incident, problem, request, change, and release management with automated workflows. · xurrent.com, 2 Oct 2026
- Pricing
- Xurrent does not publish specific license prices and directs organizations to contact it for pricing details. · xurrent.com, 2 Oct 2026
- Purpose
- Xurrent ITSM is a service management platform for service desk teams to resolve issues, meet ITIL standards, and scale service delivery. · xurrent.com, 2 Oct 2026
- Reporting
- Real-time dashboards and ITIL-aligned reporting track SLAs, backlog health, resolution trends, and service quality. · xurrent.com, 2 Oct 2026
- Request management
- AI classifies, prioritizes, and routes incoming requests based on intent and context. · xurrent.com, 2 Oct 2026
- Security certifications
- Xurrent states that it has ISO 27001 and ISO 27018 certifications, and that customers can request its latest SOC 2 Type 2 report. · xurrent.com, 2 Oct 2026
- Self service
- A self-service portal and continuously learning knowledge base help users resolve common issues themselves. · xurrent.com, 2 Oct 2026
- Support
- Pricing tiers include access to Xurrent Support, with higher tiers listing support desk business-hours coverage and 24x7 escalation support. · xurrent.com, 2 Oct 2026
- Trial and free plan
- Xurrent says it does not offer freemium ITSM, but organizations can request a guided proof of concept or sandbox before purchasing. · xurrent.com, 2 Oct 2026
Where Xurrent ITSM stands on Freedom251
- IT Knowledge Base Software#57 of 60