REVO SM GROUP LTD

Xurrent ESM & IMR

Revo provides Xurrent licensing to G‑Cloud buyers, delivering secure, cloud‑based ITSM and ESM capabilities with full provisioning, optimisation guidance, and seamless onboarding. Licensing is flexible, scalable, and supported by Revo’s included assistance and platform expertise.

Features

• Single Solution for ESM, ITSM and IMR
• Incident, Management and Response
• No code, modern user interface
• Real time reporting and analytics
• "Trust" level architecture for low code integrations
• Multi Language interface
• MS Teams / Slack integrations
• ITIL and KCS Alignment
• Kanban / Scrum compliant for DevOps

Benefits

• All in 1 licensing
• Shift left via AI and Self-Service Portal
• Complete service management for all teams
• End User Access is included at no extra cost
• Supports Autonomous and/or Collaborative working
• Built with best practice allowing rapid time to value
• Measures end-to-end SLA when services are underwritten by multiple teams/service-providers
• Easily accessible from all devices
• Automate processes to save time and money
• WCAG Compliant Portal

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@revosm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

471550429042012

Contact

Simon Martin
01564 330 680
sales@revosm.com

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management

  IT automation and configuration management

  • Workload management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Currently there are no service constraints buyers should know about, platform upgrades happen whilst the service is running, there is a maintenance window in place if it's ever required to perform upgrades that required downtime.
• System requirements:
  • Modern Internet Browser
  • Mobile device, iOS no more than 3 versions old
  • Mobile device, Android no more than 3 versions old

User support

• Email or online ticketing support: Yes
• Support response times: Response Targets are dependent on the impact of the request. Top (Platform Down for multiple users) - 24x7 support with 1 hour response target High (Platform Degraded for multiple users) - 08:00 - 17:00 Monday to Friday support with 2-hour response target. Medium (Platform down for 1 (one) user) - 08:00 - 17:00 Monday to Friday support with 4-hour response target. Low (Platform degraded for 1 (one) user) - 08:00 - 17:00 Monday to Friday support with 8-hour response target.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide full support of the Xurrent platform, and this is all included within the license fee of the platform we re-sell. There is a separate support service that's chargeable which is our Managed Service, this is costed separately per implementation / customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Revo enables users to adopt Xurrent quickly through a structured blend of training, documentation, and guided delivery. We provide online training, including structured modules such as the Xurrent Core Administration Training covering architecture, workflows, automation, CMDB, analytics, and AI capabilities. Our teams also build project templates and implementation guidance within Xurrent to standardise delivery and help users follow best‑practice processes from day one. For clients evaluating or beginning Xurrent, we offer live overview sessions and platform walkthroughs, tailored to their needs, ensuring they understand self‑service, reporting, integrations, and ESM capabilities. Combined with supporting documentation and iterative Q&A during onboarding, we ensure users gain confidence and value rapidly
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: There is a 30-day access period at the end of contract, users can export the data via API, Power BI connector or XLSX / CSV export from all accounts.
• End-of-contract process: At the end of the contract offboarding is processed, the accounts are disabled by the system admin and licensed users are removed from the system and request logging is disabled. ; ; The customer can then start to export any data they want. 30 days after the end of the contract the full instance is then disabled and an internal Xurrent process is completed to remove the accounts and data from their backups.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Full service via mobile, application renders correctly for mobile devices.; ; Push notifications are available on mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: Xurrent is a browser-based application with a modern interface. The interface is configurable per role. You can also the brand the solution, to be in line with the corporate image in certain areas.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Xurrent is tested to be accessible to a WCAG 2.2 A compliant standard by both existing customers and automated testing.
• API: Yes
• What users can and can't do using the API: All actions that are possible within the platform UI can be completed by the API; there are no limitations and to the API.; ; Documentation is available at https://developer.xurrent.com
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Xurrent uses the automated AWS Content delivery network to automatically scale infrastructure dependant on need at that time linked to number of users and their global location. ; ; Over testing is completed on the entire platform to make sure it can take at least 10x loads of current usages across each environment.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics can be customised by customer.; ; Xurrent delivers comprehensive service metrics through built‑in dashboards that visualise KPIs in real time, with options to filter, customise and schedule dashboard reports for distribution. Users can also create custom dashboards and tailored reports across all accounts to meet specific analytical needs. For advanced reporting, Xurrent supports API‑based data export and Power BI connectivity, enabling deeper analysis and integration with wider enterprise datasets. This combination of native analytics, flexible export options, and BI integrations ensures organisations can track performance, identify trends, and drive data‑backed decision‑making with ease.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Xurrent

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data via multiple options. They can use export any record they have access too from the record type itself, from list views, via a dedicated export option within the settings console and also via the API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • API
  • XLSX
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • API

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The platform has a guaranteed uptime of 99.95% via the EULA. This is reported against via the status pages and quarterly business reviews.
• Approach to resilience: This is available on request due to the unique architecture of Xurrent.
• Outage reporting: There is a public dashboard available, and email / SMS alerting available for outages

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Full Role management is included within each support account, and each support account is separated from each other within the architecture of the platform. High security settings are also available on top of this to provide extra security and from an end user, coverage of the services are required in order to allow request raising.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We are a reseller of the platform, the platform company itself is ISO27001, IS027018 & Soc2 Type 2 Compliant,; ; We are Cyber Essentials + compliant
• Information security policies and processes: We have a full information security incident process which we can share once an NDA is signed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Each change is linked to a separated workflow with full staging testing, release to the QA environment and then once confirmed production a production release happens to all environments. The testing includes fully automated process tests and security compliance is included within that.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: This information is currently only accessible via a signed NDA due to the data it showcases. ; ; The team would be happy to take the potential customer through this once a NDA is signed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This information is currently only accessible via a signed NDA due to the data it showcases. ; ; The team would be happy to take the potential customer through this once a NDA is signed.
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents via their instance of Xurrent, if the platform isn't available then phone, email and chat options are available to them.; ; Xurrent provides incident reports via their status page and there is a pre-defined process for all incident types.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full platform for 30 days via Revo, no exclusions.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 25%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO
• ISO 9001 accreditation date: Monday 29 September 2025
• What the ISO 9001 doesn’t cover: Not Applicable, everything is covered.; ; Certificate 498122025
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F3b86f56-afdf-4871-b30b-98de812f65f2
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 9fa3212b-e259-4f54-9cbb-f23b1d0d952c
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@revosm.com. Tell them what format you need. It will help if you say what assistive technology you use.