Xurrent ITSM Consulting
Break free from legacy ITSM complexity
XTIVIA is a Gold Xurrent partner. We bridge your legacy service desk to a unified ITxM platform — ITSM, enterprise service management, and IT operations in one connected system, live in 4 to 12 weeks.
The platform
One connected system, not a tool sprawl
Xurrent unifies ITSM, enterprise service management, and incident response on a single platform — so the ticket, the alert, and the status page all tell the same story.
One platform, not three
ITSM, enterprise service management, and incident response share one data model and one workflow engine.
Predictable pricing
A simple licensing model with no hidden fees and no premium tier gating the features you actually need.
AI at every tier
Sera AI is part of the platform — no token pools, no per-conversation metering, no separate AI SKU.
Zero-friction integrations
API-first architecture, a native iPaaS, and 150+ standard integrations across your existing stack.
Secure collaboration
Account Trusts let separate organizations work one ticket without compromising SOC 2 or ISO controls.
Global by default
Native auto-translation across 54 languages, so a distributed service desk reads in its own language.
Sera AI
Meet Sera: the AI that actually gets used.
AI only pays off when nobody has to think about what it costs to run. Xurrent includes it at every tier; XTIVIA configures it against your own templates, queues, and knowledge base until it earns its place in the workflow.
Intelligent auto-triage
Sera classifies and routes inbound requests to the right team the moment they arrive.
Interaction summaries
A ticket changing hands arrives with its history already summarized for the next agent.
24/7 virtual agent
A natural-language front door that resolves common requests without opening a ticket.
Knowledge that writes itself
Resolved requests become draft knowledge articles your team reviews rather than authors.
Our clients see a 40% reduction in manual ticket handling once triage and summarization are tuned.
Signature offering
Coming off a platform that is running out of road.
End-of-life notices, renewal shocks, and a decade of customizations nobody documented. We have run this migration enough times to know which parts are genuinely hard and which just look hard.
- 01
Inventory what you actually use
Most legacy platforms carry a decade of customizations. We separate the workflows in daily use from the ones nobody has opened since go-live.
- 02
Design to out-of-the-box
Every rule we can express in configuration instead of code is one you never have to maintain again. That decision is where migration cost is won or lost.
- 03
Migrate the records that matter
Open tickets, CMDB, knowledge, and the history your auditors need — mapped, cleansed, and reconciled before cutover, not after.
- 04
Run in parallel, then cut over
A pilot team on real load first, then phased waves. Your service desk never goes dark and your SLAs never lapse.
- 05
Turn on the AI, then tune it
Sera goes live against your own templates and knowledge base, and we tune it in Sera AI Studio until routing and deflection hold up.
Implementation
Live in 4 to 12 weeks
Configuration over customization is what makes that timeline real. Here is what each phase looks like from your side of the table.
Week 0–1 · Discover
Process workshop, licensing review, and an agreed scope for the first go-live.
Week 1–4 · Configure
Workflows, service catalog, SLAs, and integrations built against your real data.
Week 4–8 · Validate
UAT with your agents, Sera tuning, and knowledge migration before anyone commits.
Week 8–12 · Launch
Cutover, floor-walking support, and a 30-day optimization pass after go-live.
Analyst perspective
Right-size the purchase, not just the shortlist
Gartner's 2026 Magic Quadrant for IT Service Management Platforms recognizes sixteen providers, Xurrent among them. Its strategic planning assumption is blunt: by 2029, I&O organizations that fail to right-size their ITSM platform purchase will overspend by more than 50%.
For a midsize enterprise with intermediate ITSM maturity, that is the whole argument for looking at Xurrent: a platform sized to the service desk you actually run, with AI included rather than metered, at a licensing model you can forecast.
Match the platform to your maturity
Buying for a maturity level you have not reached yet means paying for governance depth nobody will configure.
Price the whole platform
Add-on AI, integration, and sandbox SKUs are where an attractive per-agent number stops being the real number.
Scope to the next three years
Plan for the estate you will run through your next renewal, not the one a ten-year roadmap imagines.
Gartner, Magic Quadrant for IT Service Management Platforms, Rich Doheny, Jen Lichucki, 27 July 2026. GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Is your service desk costing more than it should?
Thirty minutes with a certified XTIVIA consultant will tell you what a move to Xurrent looks like — scope, timeline, and what it would actually cost you.
Why XTIVIA
You are not buying a licence. You are gaining a practice.
XTIVIA's RightStar brand has spent decades inside the IT service management ecosystem. We stay through the whole lifecycle — advisory, deployment, and the years after go-live.
Strategic advisory
Pre-purchase guidance and a transformation plan matched to your budget, your team, and your project objectives.
Comprehensive implementation
Certified consultants run the deployment, the data migration, and the integration work end to end.
Long-term support
Remote administration and USA-based Level 1 support, so your internal team stays on innovation.
Resources
From the consultants doing the work
Field notes on Sera AI, migrations, and the configuration details that decide whether a rollout lands.
Questions we get
Before you talk to us
The five or six things every ITSM leader asks in the first call — answered here so the call can start further along.
How long does a Xurrent implementation actually take?
Four to twelve weeks for most organizations. The variable is not the platform — it is how many legacy customizations you choose to carry forward and how clean your CMDB and knowledge base are on day one.
Our current ITSM tool is reaching end of life. Where do we start?
With a discovery workshop, not a data export. We inventory what your teams genuinely use, map it to out-of-the-box Xurrent capability, and give you a costed migration plan before you commit to a cutover date.
Is Sera AI an extra line item?
No. Xurrent includes AI at every licensing tier — no token pools, no per-conversation metering, no separate AI SKU. What XTIVIA adds is the configuration and tuning that makes it perform against your own templates and knowledge.
Will Xurrent connect to the tools we already run?
Yes. Xurrent is API-first with a native iPaaS and 150+ standard integrations covering monitoring, identity, DevOps toolchains, and collaboration platforms. We handle the ones that need custom work.
We already run Atlassian and BMC Helix in parts of the business. Can you help us decide?
That is exactly the conversation we are built for. XTIVIA is a certified partner across Xurrent, Atlassian, and BMC Helix, so our advisory work starts from your requirements and maturity rather than from a single vendor's catalog. Sometimes the answer is to keep what you have.
What happens after go-live?
Our On-Demand Admin team handles platform architecture, releases, and configuration changes, with USA-based Level 1 support and periodic audits to keep you current on Sera AI and ITIL 4 practice.
Our Customers
Let’s Talk Today!
No obligation, no pressure. We’re easy to talk with and you might be surprised at how much you can learn about your project by speaking with our experts.
XTIVIA CORPORATE OFFICE
304 South 8th Street, Suite 201
Colorado Springs, CO 80905 USA
Additional offices in New York, New Jersey, Texas, Virginia, and Hyderabad, India.
USA toll-free: 888-685-3101, ext. 2
International: +1 719-685-3100, ext. 2
Fax: +1 719-685-3400
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