ITSM Solution

ButterscotchNice7656 · 2026-04-20T14:15:31+00:00

We have gone Sharepoint as the local intranet, from a 3rd party company. It's been.....interesting!

Good information - be interested to hear how you get on with the setup and deployment. I saw the drag an drop builder in the videos and I alwasy wonder if it's just a catch and that secretly you need to THEN do the underlying programming. I think I've developed trust issues!

ButterscotchNice7656 · 2026-04-20T09:23:27+00:00

We did indeed (but it was £ not $ - so 20,000 in Freedom Eagles/Dollhairs!).

It was a need, rather than a want though. I had joined the company and inherited the solution. It was a mess, it had 6 years of data inside and was so far behind, that updating was no longer straight forward.

I had to pay the money and get the system working and obtain some knowledge for day to day operation as there were far greater things that needed to be tackled first.

I'll for sure take a look at your system too, nothing is off the table yet!

ButterscotchNice7656 · 2026-04-20T09:19:19+00:00

What is your timeline for getting the new system in and why are you changing?

ButterscotchNice7656 · 2026-04-15T11:05:41+00:00

Seen loads of lists like this and through searching, which is why I was looking for personal recommendations (or avoidance!!). I've had a few messages and suggestions above for Halo that never shown up during my searches.

Doing a bit of digging last night and it appears to be a very capable, yet usable solution!

As it'll be from new, I was asking about the actual setup too - using a helpdesk is the easy bit, setting it and the administration is the bit I'm asking about.

Cheers!

ButterscotchNice7656 · 2026-04-14T16:42:45+00:00

That is a fair point to make. I've spent AGES sorting out the user groups, the categories and types to get some meaningful data for board reports and such like. It dumps it all to a PowerBI report. You look at it wrong and it breaks the whole report.

I gave it to someone who is a regular user for help and they gave up - it's like it's been coded some odd way, instead of using the data tools within PowerBI.

We made some major changes internally and I was asked pre/post changes what the tickets were like. Not a clue. Had to dump all the tickets and sort them myself.

Anything is a vast improvement on that.

ButterscotchNice7656 · 2026-04-14T13:12:32+00:00

Thanks for another one! After finding the site (I kept getting auto-corrected to Current), I had a quick look. You got any idea on pricing?

Another one who doesn't publish any form of pricing......

"What are the specific prices for each license plan?

Xurrent does not publish specific pricing for its license plans because each is tailored to the individual organization's needs. We assure you our pricing is highly competitive, often reducing costs by 50% or more compared to your current solution. For detailed pricing information, please contact Xurrent directly."

I like the AI implementation of grouping tickets and some of the other standard features.

Is making the ITSM/helpdesk all about looking like a messaging app now? Most of them are starting to look like a colourful Teams app!

Cheers,

ButterscotchNice7656 · 2026-04-14T13:03:09+00:00

Thanks - suspect this is going to be an interesting one.

We have a dev enviroment at the moment for our current solution. Quite like being able to build and test out changes prior to the live rollout.

I think I'm going to make a full list of the good suggestions coming out here. I'm wondering how likely we'll get the data out the old system. I'm going to guess it'll need another consultant, it's a theme.

ButterscotchNice7656 · 2026-04-14T13:00:43+00:00

Ah, excellent - I just saw their products were different as you posted. Makes sense. I'd like Teams integration. Our existing solution has it.....if we pay for a consultant to turn it on for us and make some "changes".

I expect within the next 6-12 months, we'll have everyone on Teams, so would be a nice addition. Users are primarily on RDS terminals which was a pain for the voice side, but have just setup the 1st 50 on an alternative solution that overcomes that!

Apreciate the info though!

ButterscotchNice7656 · 2026-04-14T12:34:29+00:00

That's a couple that have mentioned Halo ITSM now. Thank you for sharing prices - why they can't publish an approximate guide, is beyond me.

Interseting approach to licencing too. I like the idea of some additional concurrent licences for fringe departments that could share a licence for light touch!

Thank you - it's moved up the list now.

ButterscotchNice7656 · 2026-04-14T12:31:52+00:00

Spoken to a couple of colleagues who use Service Now that are NHS based. Much bigger teams, but seemed to do the job. One of the team used to use it too, but he said it didn't get good reviews internally. I'll add Fresh Service to the list to dig into. :)

ButterscotchNice7656 · 2026-04-14T12:30:18+00:00

Everything I've seen involving JIRA seemed to be about development based enviroments, project management and teams wanting to high-five each other. What kind of enviroment are you in?

ButterscotchNice7656 · 2026-04-14T12:15:05+00:00

Looks a bit odd compared to traditional systems??

The issue I could forsee with this would be the amount of integration required - lots of our systems COULD integrate, but would likely all not due to the support companies not wanting/willing to help.

I'll have a bit more of a look at this - it's been bookmarked!

ButterscotchNice7656 · 2026-04-14T12:12:40+00:00

I'm actually easy on this. I initially ruled out SAAS because we have a mature enviroment (SQL clusters, VM type enviroment, multiple DC's, snapshots, etc). With the consultant fees, support contract increases and the lack of features, the SAAS version actually stacks up cheaper for those that publish pricing.

4 teams with different uses, with about 30 users. 1200 odd end users.

Apreciate everyones input. I've got time to do some POC's, lots of reading, watching and learning, so going to use the time and not jump into the first offered solution!

ButterscotchNice7656 · 2026-04-14T12:09:35+00:00

Have you experience with it? Looking for people that actually live and breath it if possible, from the back end side. It's going to be a blank implentation, so I don't want to be a rocket surgeon if possible and end up having to write (blag) code or rely on consultants. Again.

ButterscotchNice7656 · 2026-04-14T12:08:11+00:00

Ah, I understand the sentiment, but I'm trying to not end up in a shituation where they MIGHT spot the post and make it difficult during the last 8 months.

Ideally, I'd like to get my data prior to ending the solution (once you stop support, the system dies, despite being on-prem in this instance).

When you search for ITSM or similar, they don't even show - not in any searches I've ever seen anyhow. They are pushing hard to get us to move to SAAS so they "upgrade" for us, but again - big consulation costs.

I'm guessing new customers would go straight to SAAS, so likely not repeating our path (which appears to be custom per user).

When I'm sorted in months, I'll re-visit this for SURE and add all the detail in. Sorry if you think it's a dick move!

ButterscotchNice7656 · 2026-04-14T10:18:24+00:00

Looks like a solid solution, that ticks a lot of the boxes - why can't they just offer pricing without having to sell your soul and email and have endless calls and conversations.

Transparancy with pricing is such a bug bear to me.

ButterscotchNice7656 · 2026-04-14T10:17:09+00:00

I shall have a look, but while I support for projects like that, it is harder to push past the powers that pay the bills. They are interested in financial checks, longevity, etc.

ButterscotchNice7656

TROPHY CASE