# ServiceNow IT Service Management vs Xurrent ITSM Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Xurrent ITSM excels in **ease of use** , with users appreciating its intuitive user interface and straightforward configuration process. This makes it less complicated for IT service management staff, allowing them to focus on incident and change management without feeling overwhelmed.
- **Users say** that ServiceNow IT Service Management stands out for its **seamless ticket routing automation** and deep integration with the CMDB. This feature centralizes all active incidents into a single interface, making it easier to monitor complex user requests and manage service workflows effectively.
- **Reviewers mention** that while Xurrent ITSM has a strong focus on continuous development and performance, it struggles with market presence, receiving significantly fewer reviews compared to ServiceNow. This may indicate a smaller user base and less community support.
- **According to verified reviews** , ServiceNow IT Service Management is praised for its **customization capabilities** and easy reporting features. Users appreciate the ability to design their own dashboards based on SLA and OLA standards, which enhances their operational efficiency.
- **G2 reviewers highlight** that Xurrent ITSM's reporting features help users keep track of SLAs effectively, which is a critical aspect of IT service management. However, ServiceNow's reporting capabilities are also noted to be robust, providing users with comprehensive insights into their IT operations.
- **Users express** that while both products have strong support features, Xurrent ITSM receives higher marks for the quality of support, indicating a more personalized experience. In contrast, ServiceNow's support is seen as effective but may not match the same level of user satisfaction.



| | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 1,899 | 87 | 
| **Largest Market Segment** | Enterprise (73.3% of reviews) | Enterprise (54.3% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

### Xurrent ITSM

Pros:
- Ease of Use (5 reviews)
- Service Management (5 reviews)

Cons:
- Limited Features (3 reviews)
- Missing Features (3 reviews)

---
## Ratings Comparison
| Rating | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
  | **Meets Requirements** | 8.9 (917 reviews) | 8.9 (69 reviews) | 
  | **Ease of Use** | 8.5 (1380 reviews) | 9.1 (70 reviews) | 
  | **Ease of Setup** | 8.2 (764 reviews) | 8.7 (49 reviews) | 
  | **Ease of Admin** | 8.6 (334 reviews) | 8.6 (48 reviews) | 
  | **Quality of Support** | 8.6 (1000 reviews) | 9.1 (68 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (329 reviews) | 9.2 (47 reviews) | 
  | **Product Direction (% positive)** | 8.9 (915 reviews) | 9.8 (64 reviews) | 

---
## Pricing

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Xurrent ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 676 |
| **Xurrent ITSM** | 8.4/10 | 45 |

#### Administration

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Change Management** | 9.2 (331 reviews) ✓ Verified | 8.6 (41 reviews) | 
| **Asset Management** | 8.8 (257 reviews) ✓ Verified | 8.1 (40 reviews) | 
| **Reports & Analytics** | 8.8 (322 reviews) ✓ Verified | 8.2 (42 reviews) | 

#### Service Desk

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Help Desk** | 9.4 (402 reviews) ✓ Verified | 8.8 (42 reviews) | 
| **Incident Reports** | 9.3 (323 reviews) ✓ Verified | 8.4 (42 reviews) | 
| **Process Workflow** | 9.1 (372 reviews) ✓ Verified | 8.8 (42 reviews) | 

#### Management

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Reporting** | 8.9 (322 reviews) ✓ Verified | 8.3 (40 reviews) | 
| **Administration Console** | 8.7 (243 reviews) ✓ Verified | 8.9 (38 reviews) | 
| **Access Management** | 8.7 (241 reviews) ✓ Verified | 8.6 (33 reviews) | 
| **Asset Management** | 8.9 (240 reviews) ✓ Verified | 8.5 (36 reviews) | 
| **Policy Dictation** | 8.4 (221 reviews) | 8.0 (32 reviews) | 

#### Functionality

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Ticketing System** | 9.5 (416 reviews) ✓ Verified | 9.3 (42 reviews) | 
| **Performance Logging** | 8.7 (229 reviews) | 7.7 (33 reviews) | 
| **Alerting** | 8.7 (232 reviews) ✓ Verified | 8.0 (34 reviews) | 
| **Automation** | 9.0 (344 reviews) ✓ Verified | 8.5 (41 reviews) | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (54 reviews) | Not enough data | 
| **Multi-step Planning** | 7.5 (47 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (138 reviews) | Not enough data | 
| **Adaptive Learning** | 7.5 (47 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.4 (50 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (50 reviews) | Not enough data | 
| **Decision Making** | 7.6 (51 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.2/10 | 309 |
| **Xurrent ITSM** | 8.5/10 | 44 |

#### Monitoring

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Constant Monitoring** | 8.9 (225 reviews) ✓ Verified | 7.1 (36 reviews) | 
| **Timely Alerts** | 9.1 (239 reviews) ✓ Verified | 8.5 (37 reviews) | 
| **TIcket Accuracy** | 9.1 (246 reviews) ✓ Verified | 8.4 (40 reviews) | 
| **AI Monitoring** | 7.5 (31 reviews) | Not enough data | 

#### Management Tools

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Ticket Assignment** | 9.2 (251 reviews) ✓ Verified | 9.0 (42 reviews) | 
| **Standardization** | 9.1 (253 reviews) | 8.9 (39 reviews) | 
| **Lifecycle Visualization** | 8.7 (235 reviews) ✓ Verified | 8.5 (40 reviews) | 

#### Generative AI

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **AI Text Generation** | 8.3 (107 reviews) | 8.7 (13 reviews) | 
| **AI Text Summarization** | 8.3 (123 reviews) | 8.9 (12 reviews) | 

#### Agentic AI - Incident Management

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (27 reviews) | Not enough data | 
| **Multi-step Planning** | 7.4 (28 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (34 reviews) | Not enough data | 
| **Adaptive Learning** | 7.5 (27 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (27 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (29 reviews) | Not enough data | 
| **Decision Making** | 7.8 (29 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 404 |
| **Xurrent ITSM** | 8.3/10 | 51 |

#### Incident Management

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Automate Ticket Routing** | 9.0 (329 reviews) | 8.6 (49 reviews) | 
| **Ticket Prioritization** | 9.0 (324 reviews) | 8.3 (47 reviews) | 
| **Ticket Notifications** | 9.1 (330 reviews) | 8.1 (50 reviews) | 
| **Knowledge Base** | 8.8 (320 reviews) | 8.5 (48 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.8 (304 reviews) | 8.6 (48 reviews) | 

#### Reporting

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Dashboards** | 8.8 (326 reviews) | 8.2 (47 reviews) | 
| **Time Tracking** | 8.7 (289 reviews) | 7.9 (49 reviews) | 
| **Surveys** | 8.5 (179 reviews) | 7.6 (38 reviews) | 

#### Access & Usability

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Mobile** | 8.0 (239 reviews) | 7.8 (44 reviews) | 
| **Self Service** | 8.8 (304 reviews) | 8.7 (48 reviews) | 
| **Active Directory** | 8.5 (262 reviews) | 8.4 (44 reviews) | 
| **Multi-Channel Access** | 8.8 (167 reviews) | 8.7 (35 reviews) | 

#### Agentic AI - Service Desk

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | 8.1 (23 reviews) | Not enough data | 
| **Multi-step Planning** | 8.1 (21 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (34 reviews) | Not enough data | 
| **Adaptive Learning** | 7.9 (19 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.4 (19 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (20 reviews) | Not enough data | 
| **Decision Making** | 7.9 (20 reviews) | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | N/A | N/A |
| **Xurrent ITSM** | 8.5/10 | 36 |

#### Analysis

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Threat Detection** | Not enough data | Feature Not Available | 

#### Platform

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Unified Communications Platform** | Not enough data | 8.9 (28 reviews) | 
| **Remote Access** | Not enough data | 8.5 (28 reviews) | 
| **ITIL Policy Compliance** | Not enough data | 8.8 (31 reviews) | 
| **Asset Tracking** | Not enough data | 8.2 (32 reviews) | 
| **IT Knowledge Management** | Not enough data | 8.5 (34 reviews) | 

#### Security

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Endpoint Protection** | Not enough data | 7.9 (25 reviews) | 
| **Patch Management** | Not enough data | 7.2 (24 reviews) | 
| **Disaster Recovery** | Not enough data | Feature Not Available | 
| **Service Management** | Not enough data | 9.3 (32 reviews) | 
| **Workflow Management** | Not enough data | 9.1 (34 reviews) | 

#### Agentic AI - Enterprise IT Management

| Feature | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to ServiceNow IT Service Management (1):** [Configuration Management Tools](https://www.g2.com/categories/configuration-management)

**Unique to Xurrent ITSM (1):** [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow IT Service Management | Xurrent ITSM | 
|---|---|---|
| **Small-Business** | 5.9% | 17.3% | 
| **Mid-Market** | 20.8% | 28.4% | 
| **Enterprise** | 73.3% | 54.3% | 

### By Industry

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 37.9%

#### Xurrent ITSM

- **Information Technology and Services:** 27.2%
- **Insurance:** 8.6%
- **Automotive:** 6.2%
- **Consulting:** 4.9%
- **Computer Software:** 4.9%
- **Hospital & Health Care:** 4.9%
- **Airlines/Aviation:** 3.7%
- **Banking:** 3.7%
- **Staffing and Recruiting:** 2.5%
- **Electrical/Electronic Manufacturing:** 2.5%
- **Other:** 30.9%

---
## Alternatives

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4429 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (277 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (614 reviews)

### Alternatives to Xurrent ITSM

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ServiceNow IT Operations Management](https://www.g2.com/products/servicenow-it-operations-management/reviews) — 4.4/5 stars (431 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4429 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13076 reviews)
- [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) — 4.5/5 stars (1124 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1215 reviews)
- [Red Hat Ansible Automation Platform](https://www.g2.com/products/red-hat-ansible-automation-platform/reviews) — 4.6/5 stars (377 reviews)

---
## Top Discussions

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

### Xurrent ITSM

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/servicenow-it-service-management-vs-xurrent-itsm)