Managed Xurrent Platform Administration

Why Xurrent needs dedicated administration

Xurrent is a powerful platform, but like any enterprise platform it rewards operational attention. Configuration drift accumulates as new teams adopt the platform. Update planning becomes complex as workflows depend on integrations. Performance issues can hide behind aging indexes and untuned queries. User access governance is the kind of work that gets neglected when no one owns it. Without a dedicated operator, Xurrent gradually slows down, security posture slips, and the platform stops delivering the value that justified the investment in the first place.

Managed administration solves this by giving the platform a named operator with documented responsibilities and a defined service level. The platform stays current, performance stays predictable, and your internal team is freed to focus on building new automation rather than running maintenance.

What is included

• Proactive platform monitoring - health dashboards covering availability, performance, integration status, and queue health.
• Security patching and vulnerability assessment - regular patching of the platform and its supporting components.
• Performance optimization - database tuning, index optimization, query analysis, and workflow performance review.
• Configuration drift detection and remediation - automated and manual detection of unauthorized changes with documented remediation.
• Xurrent update planning and execution - structured rollout of platform updates with regression testing and rollback plans.
• User access management and governance - quarterly access reviews, role audits, and offboarding verification.
• Integration health monitoring - end to end visibility of monitoring, ticketing, chat, and CMDB integrations.
• Incident response - on call response when platform issues affect availability or data integrity.

How the service operates

The service runs as a continuous operation rather than a periodic engagement. Health dashboards run 24/7 with alerts on availability, performance, and integration status. Patching follows a documented cadence with regression testing in a non production environment before changes reach production. Performance reviews happen monthly. Quarterly business reviews translate operational data into platform strategy conversations. Access reviews happen quarterly. The service team is named, with documented escalation paths and response time targets.

What you receive

• Monthly operations report - availability, performance, and incident metrics.
• Quarterly business review - strategic conversation covering platform health, roadmap, and improvement opportunities.
• Patch and update log - documented record of all changes applied to the platform.
• Access review report - quarterly evidence for audit and governance.
• Incident reports - documented timeline and resolution for any platform incident.

Who Managed Xurrent Administration is for

Organizations running Xurrent in production who want operational continuity without dedicating internal headcount. Businesses scaling Xurrent across multiple departments where administration complexity has grown beyond what a part time owner can sustain. Companies that completed a Xurrent implementation with Anneal Tech and want continuity with the same team that built the platform. Regulated organizations needing audit evidence of access review, patch management, and change control.

Frequently asked questions

What is Managed Administration?

It is like having a dedicated Xurrent expert on your team for a fraction of the cost of a full-time hire. We handle all the day-to-day administrative tasks, from adding new users and updating the service catalog to building custom reports.

Why should not we just do this ourselves?

ITSM platforms are complex. Misconfiguration can lead to poor data, frustrated users, and missed SLAs. Our managed service ensures that your system is always configured according to The Better Way (best practices), saving you time and preventing configuration rot.

What is included in the monthly service?

We provide a set number of Admin Hours each month that you can use for: configuration changes, workflow updates, dashboard creation, new service onboarding, and Q&A sessions for your team.

How do you handle feature updates?

Xurrent releases new features frequently. As your managed administrator, we review every update, identify the features that will benefit your business, and help you implement them smoothly.

Is there a minimum commitment?

We offer flexible monthly plans based on the size of your environment and the level of support you need. There is no long-term lock-in, we believe our value should keep you with us.

Can you help us scale ESM to other departments?

Yes. If your HR or Facilities team wants to start using Xurrent, we can handle the entire onboarding process for that new department as part of your managed administration service.

Engagement model and program integration

Managed Xurrent Administration is a monthly subscription that provides a defined block of administrator hours per month plus quarterly Xurrent release review and adoption. The hours are used on the work that actually keeps an ITSM platform healthy: configuration changes, workflow updates, dashboard and report creation, new service catalog item onboarding, user and group administration, integration maintenance, and quarterly Q&A or training sessions for your team. Unused hours roll forward within a quarter, and additional hours are available at a preferred rate when a larger project lands.

The economic argument is straightforward. A skilled Xurrent administrator is typically a six figure full time hire, and most mid market organizations cannot use the full capacity of that role. Managed Administration gives you access to a senior administrator and a backup at a fraction of the cost, plus the benefit of a team that runs Xurrent across multiple organizations and can apply pattern recognition rather than learning from your environment in isolation. Quarterly Xurrent release review ensures new features land in your environment rather than sitting unused for years, which is the most common failure mode of self administered platforms.

Managed Administration pairs with the ESM Implementation Management Roadmap when your service organization is expanding from IT into HR, Facilities, or Finance, and it pairs with the original Xurrent Implementation engagement as the natural ongoing service after go live. For organizations that also want Anneal Tech to operate the service desk against the same platform, Business Pro and Solution Packages bundles use Xurrent as the underlying ticketing and service catalog system so the operational tooling is the same regardless of who is on which side of the ticket.

Why Anneal Tech

Anneal Tech is the first US Gold certified Xurrent partner and operates Xurrent in production environments daily. Managed administration pairs cleanly with our Xurrent implementation, Xurrent IMR, transformation, and managed IT services so platform operations and platform evolution stay connected.

Contact Anneal Tech or book a managed Xurrent administration scoping call. Call 512-593-8001.