ITSM and ESM modernization

Anneal Tech moves IT and enterprise service management out of crisis mode and into a repeatable, measurable operating model. We are the first US Gold certified Xurrent partner with more than 14 years of combined ServiceNow, BMC, and platform delivery experience, and we deliver implementation, ongoing administration, and strategic advisory across the IT Service Management and Enterprise Service Management practices that modern organizations need to run on. The work is delivered by senior practitioners rather than handed off to junior staff once the contract closes.

The four programs that make up the ITSM and ESM portfolio are designed to compose. An organization that needs full transformation typically engages Xurrent Implementation for the platform, the ESM Implementation Management Roadmap for the service catalog beyond IT, Managed Xurrent Administration for the ongoing platform health, and ITIL Strategy Development through the Advisory practice for the operating model that the platform enables.

The problems we solve

Crisis management as a service management practice is exhausting and expensive. When every incident is novel, when changes are negotiated through email and Slack rather than governed through a tool, and when the same problem returns every quarter because root cause was never captured, the cost of IT operations stays higher than it needs to be. ITSM modernization is the practical answer to that pattern, and the Xurrent platform is the production tool we deliver it on.

Legacy platform overhead is a separate problem. ServiceNow at full scale carries license and administration costs that mid market and lower enterprise organizations rarely need and frequently cannot justify. Jira tuned for engineering work does not serve as a general enterprise service catalog. BMC inherited from prior generations carries lifecycle and support risk. Xurrent is purpose built for the mid market and lower enterprise band, and it removes both the cost and the complexity overhang of legacy platform commitments.

Unsupported legacy stacks create operational risk that does not show up until the day the platform breaks and the support relationship is no longer available. Migration off legacy ITSM is rarely urgent until it suddenly is, and the migration itself is significantly easier when there is a senior practitioner running the program rather than a vendor sales motion pulling toward upsells.

The programs that compose ITSM and ESM modernization

• Xurrent ITSM Implementation. Incident, problem, change, request, knowledge, service level, and service catalog management on Xurrent, configured to your operating model. Typical engagement is 8 to 12 weeks with phased go live.
• Xurrent ESM Implementation Management Roadmap. Service catalog and workflow for HR, facilities, procurement, and other employee service functions. Typically 6 to 10 weeks per function, with documented runbooks.
• Managed Xurrent Administration. Hybrid managed service for ongoing platform health, including configuration changes, integration maintenance, reporting development, and user support. Designed to replace or complement an internal platform administrator.
• ITIL Strategy Development. Advisory engagement that produces the operating model the platform implements. ITIL 4 aligned, opinionated about which practices the organization actually needs, and delivered in 4 to 8 weeks.
• IT Transformation Advisory. Multi phase transformation program for organizations modernizing service management as part of a broader IT operating model evolution.

How we deliver

Every engagement starts with discovery against current state. We document the platform footprint, the operating model, the data flow, and the governance environment before we touch configuration. Implementation is sprint based with documented runbooks produced as a byproduct of the work rather than as an afterthought. Knowledge transfer happens during the engagement, not at the end, so the internal team is operating the platform during go live rather than being handed a binder and a phone number.

Configuration is opinionated. We have implemented Xurrent across enough organizations to know which configuration patterns scale and which ones create operational debt that compounds. The platform is configured to the operating model the organization actually has, with the path forward to the operating model the organization is building toward documented in the design rather than left as a future problem.

Senior practitioners run the engagement end to end. The discovery, the design, the configuration, the integration, the testing, and the go live are owned by the same people throughout. There is no handoff to a junior delivery team after the contract closes.

Frequently asked questions

What is Xurrent and why are you using it?

Xurrent is a service management platform purpose built for mid market and lower enterprise organizations. It includes ITSM, ESM, and IT operations capability in a single platform with lower total cost than ServiceNow and broader scope than Jira Service Management. We are the first US Gold certified Xurrent partner.

Can you migrate us off ServiceNow, Jira, or BMC?

Yes. Migration engagements include data conversion, configuration translation, integration rebuilding, and parallel operation through cutover. Senior practitioners with platform experience on the source and the target run the engagement.

Do we need to engage Advisory before Implementation?

Not always. Organizations with a clear operating model in mind can move directly to implementation. Organizations that need the operating model worked out first benefit from a brief Advisory engagement up front. We will be honest about which path fits your situation during scoping.

Why Anneal Tech

Anneal Tech is the first US Gold certified Xurrent partner and operates as a Managed Experience Provider with deep ITSM, ESM, and platform delivery experience. We are builders, not brokers. Implementation, administration, and strategy are delivered by the same senior practitioners across the engagement.

Contact Anneal Tech or book a service management scoping call. Call 512-593-8001.

What the operating outcome looks like

An organization running Xurrent ITSM and ESM with Anneal Tech operating discipline has answers to questions that previously had to be inferred. How many incidents did we work this quarter and how many were repeat. How long does a typical change take from request to closure. What percentage of requests are deflected through self service. Which categories of work are growing and which are shrinking. Which knowledge articles get the most traffic and which need rewriting. These are operational management questions and ITSM done well produces the data to answer them.

The maturity progression also matters. Most organizations go from reactive crisis management to proactive operations over 12 to 24 months as the data accumulates and the operating practice settles in. The maturity work itself is the value, not just the platform. We measure progress and report it through quarterly business reviews so the organization sees the trend rather than only the current state.