Transforming IT service desk efficiency: My discussion with Evan Kirstel
I was fortunate to recently appear on What’s Up with Tech?, a podcast hosted by B2B Techfluencer Evan Kirstel (~100k subscribers + 1,100+ videos with close to 1M views!).
This podcast “explores the latest trends and innovations in the tech industry and how businesses can leverage them for growth … “
In A New Era for IT Service Management with AI and Cloud Technologies, I spoke with Evan about various ITMS-related topics.
Here are a few of the highlights:
The history of Xurrent + Easy. Advanced. Complete.
I started the podcast by sharing a bit about my work history and how 4me became Xurrent (and how the name Xurrent came to be, and more importantly, what it means).
Finally, I shared what Xurrent is all about: Service Management Transformed: Easy. Advanced. Complete.
Our platform empowers your team to implement fast to achieve immediate productivity gains and seamless enterprise synchronization.
Founding of Xurrent and where we are today
In this section, I shared about the evolution of Xurrent, from our founding to what the company and platform look like today.
Fun fact/stat: Over the trailing 12 months, Xurrent has had 100% uptime with 84 production/feature releases.
Xurrent’s differentiators in ITSM
Next up, I discussed my work background and how there are “always opportunities for improvement” — new tech, new architecture, AI, etc. — all of which enable a better overall experience.
Customers who use Xurrent do not need to worry about maintenance or overhead as we manage it all. Traditionally, it’s been tricky to upgrade because of the complexities and customizations of traditional ITSM.
Xurrent is stable.
Our modern architecture means we are very very fast. 95% of page loads are 350 milliseconds or less! Instantaneous response.
Additionally, 75% of what you need is built into the platform … and the other 25% can be handled via low/no code. We have cut implementation from a year (for most vendors) to now as short as 4 weeks.
Let’s talk AI
We’ve built a lot of AI into the platform with a deep focus on adding AI where customers can gain significant efficiencies and productivity.
AI-related features include: ticket summarizations, automatic categorization (& routing) of tickets, and more.
We are really excited about our new AI Virtual Agent … in beta, coming soon! The net: Our AI will solve issues without even having to submit a ticket. This means fewer tickets for support staff (do more with fewer resources) at the service desk.
Ideal industry/customer profile
We serve many industries but tend to focus on healthcare, financial services, and manufacturing.
With this in mind, security is a top priority for our customers — and, by extension, our team.
Xurrent has implemented Amazon Bedrock, which uses pre-trained models — not customer data. This means the likelihood of customer data leaking is as close to zero as possible.
Fun fact: Over 90% of customers have turned on AI functionality. This is even more impressive as most of our customers are in Europe, where standards are even higher.
A bit about Managed Service Providers (MSPs) and Trusts
In this section, I talked about our trust capability and compared it to connecting on LinkedIn.
In short, customers set up their own instance, then the trust gets set up with another institution or department for instant collaboration. MSPs can set up trusts with customers and any other downstream provider they are using … in minutes.
This is a huge differentiator for Xurrent.
What I’m looking forward to as we enter 2025
Xurrent will continue to have a heavy focus in the ITSM space.
However, we have made a significant investment in the IT operations space. See: StatusCast, a status page software platform that helps companies communicate system status, downtime, and incidents to their customers and stakeholders.
We have connected it with our ITSM to ensure all messages and information are seamlessly passed between them during an incident. The results: A much better overall user experience.
As we move through 2025, be on the lookout for how ITSM and IT Operations begin working in sync. We are bringing two worlds together in real time, from various perspectives, based on your role/responsibilities.
Be a part of the Service Management transformation
At Xurrent, we are on a mission to make the world more productive each and every day by transforming service management for the modern enterprise.
Designed to be easy, advanced, and complete, our platform provides an intuitive user experience, cutting-edge capabilities, and comprehensive features that make it the most advanced ITSM platform available today.
Ready to see us in action?
Chat with one of our experts today.
Easy. Advanced. Complete.