As managed service providers contend with growing alert fatigue, tighter margins, and increased scrutiny of their operational maturity, many are rethinking how service management and incident response fit together. Traditional ITSM tools and standalone monitoring platforms might underperform as MSPs are expected to move faster, communicate more clearly, and prove the value of their operations to customers and investors alike.
Xurrent is positioning its ITxM platform as a response to those pressures, combining service desk management with incident management and response in a single, AI-enabled system.
Channel Insider spoke with Xurrent Chief Product Officer Phil Christianson about why the company believes ITxM represents the next phase of IT operations management, how MSP expectations are shifting, and why 2026 is shaping up to be a critical year for adoption.
ITxM platform brings traditional service desk management and incident response together
Xurrent’s platform offering combines ITSM (IT Service Management) and IMR (Incident Management and Response).
“We began to think about the broader footprint. It’s true that a service desk often sits in the middle of operations, but most of the infrastructure of an organization goes far beyond a human help desk at this point,” Christianson said.
With ITxM, MSPs and IT teams can:
- Detect critical incidents themselves rather than waiting for end users to report them.
- Filter issue alert noise with AI to focus on the most critical issues.
- Assemble the right responders automatically and immediately.
- Keep service desk, IT ops, and DevOps aligned with real-time shared updates.
- Prevent repeat incidents by tying follow-up tasks directly to root causes.
The platform integrates with over 150 observability tools. When monitoring and observability tools detect an anomaly, Xurrent IMR uses AI to filter out alert noise, identify the most pressing incidents, automatically assemble the right response team in a virtual war room, and create a ticket in Xurrent ITSM.
All incident activity, including technical response work and service desk communications, remains connected in real time.
Solving the challenges in operational efficiency MSPs often struggle with
Christianson says his team wants to remove the burden of mundane tasks from MSPs, who often don’t want to spend so much time on them in the first place.
The same is true of the increasingly high amounts of alerts and potential issues various tooling surfaces present to partners and customers.
“There’s so much noise, and so many alerts, that it can be hard to see the forest through the trees,” he added.
To do that, the platform leverages AI-enabled tooling to automate manual tasks and streamline communication and updating channels.
Why 2026 will be a year of growth and product adoption for Xurrent
Xurrrent showcased the platform at AWS re:Invent in December. Christianson said he wants to see adoption grow significantly throughout 2026, especially in the North American market. To do that, it will continue to work with channel partners through its global program.
“We already work with some large MSPs, especially in EMEA, but we are certainly much newer to the US market,” Christianson said.
Christianson told Channel Insider he’s confident the platform addresses the pain points most MSPs face, and that this is already translating into interest in adopting the technology.
“We are already seeing this really resonate with MSPs, and we absolutely think that will continue to grow in 2026,” said Christianson.
Beyond that, Christianson also says that many partners are starting to reconsider their tech stacks in preparation for external analysis, including that from potential investors, of their daily operations.
“There’s a lot of activity in the channel right now. When investors look at MSPs, they want to see best-in-breed tooling and advanced operations, not holdovers from years past. We want to bring that to the partners who need it,” said Christianson.