For IT leaders in large enterprises, choosing a service management platform is rarely straightforward. The market is flooded with platforms that promise flexibility, scalability and innovation, but all too often, the reality is a very different story to the polished sales pitch.

At Revo, we’ve seen firsthand the limits of ITSM tools and the broken promises of enterprise service management (ESM) platforms. From systems offering customisation, but at the cost of complexity and fragility, to newer tools promising speed and simplicity, but struggle to deliver robust enterprise-grade security or scale.

In a crowded vendor environment, your service management platform selection requires more than just a feature comparison, it’s about understanding how a platform will operate under real-world pressures. How it handles thousands of requests across multiple departments, how it safeguards sensitive data and how easily teams across IT, HR and operations can adopt it without endless performance issues and service disruptions.

This article takes a closer look at Xurrent, offering a practical assessment of what the platform does well and how it approaches common enterprise challenges to help you evaluate whether it could meet your organisation’s long-term needs.

Xurrent Logo

What makes Xurrent stand out as an ESM platform?

From our experience, Xurrent offers a compelling ESM solution in several key areas:

1. Delivering performance at enterprise scale

Xurrent is cloud-native, hosted on AWS and designed to scale effortlessly. As a result, we’ve seen it work just as effectively for a small team of 10 users as in enterprises with millions of global users. However, it’s in large, enterprise environments that the platform’s performance often shines through the most, particularly terms of:

  • Speed: Xurrent commits to delivering average application response times of under 500 milliseconds. In practical terms, this means tasks such as ticket creation, workflow execution and report generation will remain fast and responsive even as scale increases.
  • Low latency: Being built on cloud-native architecture, with flexible scaling and localised infrastructure, reduces the risk of slowdowns. Even when multiple departments are simultaneously accessing the system.
  • Reliability: Xurrent guarantees 99.95% availability and in practice, uptime has approached 100% over several years.

2. Security and compliance

In times where data breaches frequently dominate headlines, security and compliance is a priority for enterprise IT leaders. In the service management space, security becomes even more paramount when systems extend beyond IT to HR, finance and other business units.

Xurrent’s platform is designed to manage data securely within its own environment, while complying with recognised standards such as ISO 27001 and SOC 2 Type II. For the organisations we work with, centralised governance and data security are frequently important hygiene factors influencing their decision to select Xurrent as their ESM provider.

3. True ESM (not ITSM rebranded)

With enterprise service management deployments, the real value comes from simplifying service delivery across multiple departments. This means:

  • Allowing multiple departments to operate on a single platform
  • Enabling workflows to span functions without heavy customisation
  • Structuring service catalogues around services delivered to end-users, rather than complex category hierarchies

But this is best achieved when the platform is designed for this purpose. While many vendors claim to offer full ESM capabilities, in practice, they are ITSM tools stretched beyond their original intent. This typically results in complex workarounds and fragmented processes.

Xurrent takes a different approach. It was built from the ground up and specifically for enterprise service management. This foundation allows organisations to unify workflows across IT, HR, finance and other departments, without forcing teams to contort their processes to fit the tool.

4. Configuration over customisation

One of Xurrent’s core differentiators is its ‘configuration over customisation’ philosophy. Unlike platforms that allow extensive custom coding, the platform emphasises configurable workflows, forms and automation rules that can be adjusted without altering the underlying code. A key benefit of this approach is that it preserves system stability and security.

From our experience implementing Xurrent across enterprise environments, this approach delivers several tangible benefits:

  • Lower risk of process failure: Configurable components are inherently safer to adjust, reducing the chance that a change in one department breaks workflows elsewhere.
  • Faster deployment: You can implement new workflows, services or automations in days rather than weeks.
  • Reduced total cost of ownership: Less coding means fewer bugs, less maintenance and faster adoption across multiple business units.
  • Agility at scale: Enterprises can respond quickly to regulatory changes, business process improvements or evolving end-user needs, without lengthy change cycles.

5. User-friendly, self-service interface

In global enterprises, how easily end users can access and interact with a service management platform has a big impact on its adoption and overall effectiveness. Based on our experience, platforms that prioritise user experience tend to deliver the most sustainable, long-term ROI.

Xurrent provides a modern, multilingual self-service portal designed to:

  • Be intuitive and accessible: End users can quickly find, request and track services, reducing frustration and dependency on IT or HR teams.
  • Provide contextual and permission-based access: Services are tailored to the user’s role, department or location, so employees only see what’s relevant to them.
  • Integrate seamlessly with automation and AI: Automated workflows and AI-driven guidance streamline routine requests, such as password resets, approvals or leave management, reducing manual intervention.
  • Evolve continuously: Regular platform enhancements ensure the self-service experience evolves alongside organisational needs and user expectations.

An expert perspective on Xurrent

Xurrent continues to be one of the core service management solutions we recommend at Revo. As a thoughtfully and specifically designed ESM platform, it offers a great balance of performance, security and usability.

While no solution is perfect for every scenario, in our view, Xurrent is particularly suited to organisations:

  • With dispersed support operations that require a unified service management platform.
  • That value enterprise-grade security and compliance.
  • Require a responsive platform capable of handling global, high-volume service operations.
  • Need low-code configuration capabilities to reduce deployment time and ongoing maintenance.

If you’re interested to explore how Xurrent could transform your enterprise service management, visit the Xurrent solution page for a deeper dive into its capabilities. To see the platform in action and assess its fit for your organisation’s unique needs, book a personalised demo with one of our experts.