Xurrent IMR: Incident Management and Response

Xurrent IMR (Incident Management and Response), delivered by Anneal Tech, is an enterprise grade incident management platform built to reduce alert fatigue, cut resolution times, and bring the entire incident lifecycle onto a single platform. We implement, integrate, and operate IMR for IT and platform teams that need real signal to noise improvement. The platform is configuration first rather than customization heavy, so deployments go live in weeks rather than months.

Why disconnected incident response costs you money

When incident management tools are scattered across multiple platforms, teams lose time switching contexts, alerts get missed, and resolution takes longer than it should. Pages route to the wrong person. Runbooks live in a wiki nobody opens during a real incident. Post mortems take days because nobody owned the timeline capture during the event. The cost shows up in three places: mean time to resolution, on call quality of life, and the trust the rest of the business places in operations.

IMR collapses that fragmentation onto one platform. Detection, paging, response, communication, and post incident analysis all happen in one place with one audit trail. The connection between incident response and the broader service management practice (change management, asset records, knowledge bases) is automatic rather than manual.

What IMR delivers

  • AI powered incident detection - filters alert noise and groups related signals so on call engineers see real incidents, not raw alerts.
  • On call management - schedules, rotations, and escalation paths defined and enforced in the platform.
  • Automated response workflows - predefined runbooks that execute on incident triggers to shorten time to containment.
  • Custom alert routing - signals reach the right people without manual triage bottlenecks.
  • Post incident analysis - automatic timelines, post mortem templates, and improvement tracking.
  • Stakeholder communication - real time status updates broadcast to internal and external audiences during active incidents.
  • Integration with monitoring and ITSM tools - 150 plus out of the box integrations including Datadog, Splunk, New Relic, CloudWatch, Azure Monitor, CrowdStrike, and SentinelOne.

The IMR workflow from detection to resolution

Detection through AI driven correlation collapses related signals into a single incident. Alert routing reaches the on call owner via the channels your team actually uses. Automated workflows execute initial response steps such as creating channels, paging responders, and pulling context from connected systems. Human responders run containment, eradication, and recovery with the platform tracking the timeline automatically. Post incident analysis captures the timeline, root cause, and improvement actions, then feeds learnings back into runbooks and knowledge for the next iteration.

Built for every role in incident response

Site reliability engineers reduce noise by up to 70 percent through correlation and routing, which means fewer pages, more accurate signal, and better on call quality of life. DevOps and platform teams integrate IMR with the 150 plus monitoring, ticketing, and chat tools they already operate. IT and operations leadership get dashboards for mean time to resolution, on call load, and trend analysis that translate into the metrics executives actually care about.

What you receive

  • Configured IMR platform with alert routing, on call schedules, and runbooks aligned to your operation.
  • Integration deployments with your monitoring and ITSM stack.
  • Runbooks for the incident scenarios most relevant to your environment.
  • Post incident templates tuned to your post mortem culture.
  • Training for responders, on call managers, and platform administrators.
  • Hypercare support during the post go live stabilization window.

Who Xurrent IMR is for

Organizations running 24/7 services with alert volume that exceeds the team's ability to triage. Platform and SRE teams replacing PagerDuty, Opsgenie, or legacy incident tooling. Service organizations needing audit and compliance evidence for incident response. Companies adopting Xurrent broadly who want incident response on the same platform as service management.

Frequently asked questions

What is the ESM IMR?

The IMR is our proprietary roadmap for Enterprise Service Management. It breaks down the complex journey of ESM into manageable, 30-day Milestones, moving you from basic IT ticketing to a fully integrated, multi-departmental service organization.

Why do we need a roadmap?

Many ESM projects fail because they try to do too much at once (Big Bang). The IMR ensures that each phase is successful and delivers value before you move to the next, building momentum and stakeholder support along the way.

What are the phases of the IMR?

It typically starts with Phase 1: IT Foundation (Incident, Request, Knowledge). Phase 2: Service Governance (SLA/OLA, Service Catalog). Phase 3: Enterprise Expansion (HR, Facilities). Phase 4: Advanced Automation (Integrations and self-healing).

How long does the entire roadmap take?

It is designed to be a continuous improvement journey. Most organizations reach Core Maturity (Phase 2) within 90 days. The expansion to other departments happens in 30-to-60-day sprints.

What is the primary output of an IMR engagement?

Beyond the implementation itself, you receive a Service Maturity Scorecard and a prioritized Backlog of future improvements, giving you a clear long-term vision for your service organization.

Can we skip phases?

While the roadmap is flexible, we strongly recommend building the IT Foundation first. Success in IT provides the blueprint (and the credibility) for expanding to other departments like HR and Finance.

Engagement model and program integration

The ESM Implementation Management Roadmap is a phased program rather than a single project. Phase one establishes the IT Foundation in roughly 30 to 45 days: Incident, Request, and Knowledge management running on Xurrent with a working service catalog and a baseline of SLA reporting. Phase two builds Service Governance over the next 60 to 90 days: formal SLA and OLA contracts, expanded service catalog content, Problem and Change processes, and CMDB foundations where appropriate. Phase three is Enterprise Expansion, moving the platform into HR for employee lifecycle management, Facilities for maintenance and space requests, and Finance for expense and procurement workflows. Phase four is Advanced Automation: integrations with monitoring and discovery, self healing workflows, and AI assisted triage where it fits.

The roadmap exists because most ESM efforts fail in a predictable way. Either the organization tries to do everything at once with a Big Bang approach and stalls under the weight of the change, or it implements only IT, declares victory, and never expands to the other departments where ESM actually pays off. The phased approach makes the journey actually finishable. Each 30 to 60 day sprint produces a working improvement, stakeholder support compounds across phases, and the eventual end state of a unified service organization is reached on a schedule rather than in theory.

The roadmap is operated alongside Managed Xurrent Administration so the same team that runs the platform also runs the expansion. It is informed by the IT Service Management Assessment for organizations that want a maturity baseline before committing to the roadmap. For organizations expanding beyond IT, partnership with HR, Facilities, and Finance leadership is built into the roadmap rather than treated as a side conversation.

Why Anneal Tech

Anneal Tech is the first US Gold certified Xurrent partner and implements IMR as part of broader Xurrent ITSM and ESM engagements. IMR work pairs cleanly with our managed IT, cybersecurity, and incident response services so detection, response, and recovery stay coordinated.

Contact Anneal Tech or book an IMR demo and scoping call. Call 512-593-8001.