#United States #Santa Barbara #Incident Management #Xurrent #ITxM

Xurrent Redefines Incident Management with ITxM Platform

In an era where efficient incident response is paramount, Xurrent stands out with its innovative ITxM platform, designed specifically for corporate IT teams and Managed Service Providers (MSPs). This cutting-edge solution combines IT Service Management (ITSM) with Incident Management and Response (IMR) to tackle one of the biggest challenges faced by IT organizations—repeated incidents arising from unresolved root causes.

At the heart of ITxM is the need for a unified approach that spans the entire lifecycle of incident management. Previously, IT teams have struggled with silos between their service desk operations and incident management efforts, leading to delays and increased workloads. Xurrent aims to break down these barriers, allowing for a more streamlined and cohesive response to incidents.

Key Features of ITxM

The ITxM platform offers several standout features that enhance the efficacy of IT incident response:

1. Proactive Detection: ITxM allows teams to detect critical incidents on their own, rather than waiting for end users to report issues. This proactive approach minimizes downtime and enhances operational efficiency.

2. Intelligent Alert Filtering: With AI at its core, ITxM sifts through alert noise to identify the most critical issues that require immediate attention, ensuring that IT staff are not overwhelmed by unnecessary notifications.

3. Rapid Response Team Assembly: The platform automatically assembles the right individuals in a virtual response team, promoting collaboration and quick action during incidents.

4. Real-time Communication: ITxM keeps service desk, IT operations, and DevOps teams aligned with real-time updates, ensuring everyone is informed and can contribute to the resolution process.

5. Root Cause Accountability: After an incident is resolved, follow-up tasks are automatically assigned to ensure that root causes are addressed, preventing similar issues from arising in the future.

ITxM Addresses Current Challenges

The need for ITxM has never been more pressing. IT teams face increasing pressure to resolve outages swiftly, despite a burgeoning volume of alerts and a challenging staffing environment. Recent studies show nearly 90% of technology leaders express difficulty in finding qualified IT talent. Xurrent's ITxM provides the solution to these problems by offering a system that is not just reactive, but also proactive in nature.

Kevin McGibben, CEO of Xurrent, emphasizes, "ITxM breaks the cycle of repeat incidents by unifying incident response and service management, creating accountability for fixing problems permanently." This commitment to resolution reflects a broader trend in IT management where organizations aim to enhance their productivity while maintaining high standards of service.

How ITxM Operates

When an anomaly is detected by monitoring tools, Xurrent IMR utilizes AI to eliminate less significant alerts. The platform then identifies the most pressing incidents, assembles the necessary response team in a virtual environment, and generates a ticket within Xurrent ITSM. This integrated approach ensures that all incident-related activities, including technical work and service desk communications, remain connected in real time.

Benefits of ITxM

• - Live Incident Visibility: Service desk staff can view incidents as they evolve, enhancing their ability to provide timely updates.
• - Multi-channel Notifications: Stakeholders receive updates through various channels like email, Slack, or web notifications, keeping everyone in the loop.
• - Minimized Interruptions for DevOps: By streamlining communications, ITxM reduces the noise typically associated with incident updates.
• - AI-generated Post-mortems: After resolution, the platform automatically generates comprehensive post-mortem reports, tracking root cause tasks for accountability.
• - Continuous Improvement: The system is designed to facilitate ongoing refinement of processes, ensuring that issues are not only addressed but also learned from.

Phil Christianson, Chief Product Officer at Xurrent, adds, "We’re helping teams acknowledge issues faster, resolve them completely and ensure root causes get fixed. ITxM integrates detection, communication and orchestration in real time, leading to enhanced efficiency."

Implementation in the Real World

A notable success story comes from Savaco, where Xurrent IMR oversees real-time incident detection while Xurrent ITSM manages service requests. Dirk Michiels, CEO of Savaco, states, "Xurrent's ITxM captures everything modern IT operations require—unified visibility and intelligent routing which work seamlessly together."

With Xurrent's ITxM, MSPs can not only resolve issues more quickly but also enhance customer satisfaction by ensuring continuous connectivity. This pivotal advancement marks a significant leap forward for the way IT teams manage recurring incidents.

The ITxM platform by Xurrent is now available for enterprises eager to enhance their incident management processes. For additional information, visit xurrent.com or explore their offerings at AWS reInvent, taking place in Las Vegas from December 1 to 5, at booths #1730 and #1828.

About Xurrent

Xurrent is an AI-driven service and operations management platform aimed at empowering modern enterprises to enhance productivity and operational excellence. By integrating workflows and dismantling silos, Xurrent fosters intelligent collaboration across teams, ensuring that significant impacts are prioritized over operational complexities. Headquartered in Santa Barbara, California, Xurrent supports innovative enterprises globally, providing them with the tools necessary to elevate their performance in today’s digital landscape.