The Future of IT Operations Management: Why Xurrent Acquired Zenduty
You may have seen our recent press release announcing the acquisition of Zenduty and wondering how this fits into the broader vision for Xurrent. I wanted to go deeper and explain a bit of the reasoning behind the move and why we think our future together is so bright and why this combined offering will be so valuable to you, our customers.
Xurrent, IT Operations Management and redefining the future of IT:
Let’s face it – traditional IT is changing rapidly. The demands of end users’ device and software support is shrinking. Partly a result of the post-covid work from the home era, partly due to the automations provided by AI and partly as devices have become easier to administer through cloud and SaaS services:
“As server management and localized software installation and updates are increasingly managed by cloud and SaaS services, the role of IT is shifting to improving business processes, enhancing operations and increasing cost-effectiveness through improved software management and training.” (Forbes link)
While this may mean that the physical ‘IT Helpdesk’ is shrinking – the role of a strong IT organization has never been more important. In fact, the process innovations spearheaded in IT to manage the myriad of problems faced by users efficiently and effectively are now being applied to the broader operations of the organization. What end users may have reported a decade ago through a phone call – are now identified by observability, monitoring or security platforms well before users even know there is a problem.
While Traditional IT may be shrinking – IT Operations is thriving and with it the need for strong IT Operations Management practices. IT teams are uniquely positioned for this challenge as they bring with them all of the lessons learned through decades of servicing end users. Best practices in response time, service level agreements, incident management – learned and implemented in ITSM tools but applied to the broader world of IT Operations Management (ITOM).
This is how we see the world at Xurrent and how we are positioning the Xurrent suite of products to help your organization thrive in this changing environment.
Starting with our acquisition of StatusCast in April – Xurrent began bolstering our ITOM toolset. Statuscast added the ability to communicate incident information out to the entire company through sophisticated status pages. Next up – top quality Incident Management itself. Zenduty’s story is one of innovation and leadership in incident and alert management. The platform has earned a reputation for enabling incident commanders to swiftly gather the right teams into a war room, triage issues, and drive resolution rapidly. Zenduty is not only a full PagerDuty replacement – it goes well beyond with incident playbooks, RCA enablement and the creation of post-incident tasks.
By integrating Zenduty’s world-class tools with Xurrent’s robust IT Service Management (ITSM) capabilities, customers will, for the first time, have comprehensive, end-to-end IT operations capabilities within a single unified platform. With the acquisition of Zenduty we now have an end to end story – from alert to notification and resolution and even beyond to true root cause remediation.
The strength of the Xurrent ITSM platform is in its ability to make sure complex tasks are put in front of the right teams and completed on time and with full accountability. ITSM is the engine that ensures root cause problems are actually tracked and executed, well after an incident. In fact, Incident management is not just firefighting but ensuring your organization can continuously improve between fires. For the first time, when a major incident happens, not only can organizations triage and manage their resolution rapidly, they can now have confidence that the tasks required to ensure the incident doesn’t happen again, are completed. All inside a single platform.
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Ready to see how Xurrent can will help your organization? Speak with a team member today.