IT service management
Asked as “ITSM platform”, and as “IT service desk and ticketing tool”, on behalf of a mid-market B2B company. 60 first choices recorded across the direct, paraphrase, budget and scale prompts, fourteen models each.
Standing · first-choice share
52%
Clear leader
52Freshservice23Jira Service Management08ManageEngine ServiceDesk Plus17others
52% of first choices, clear leader.
Since October 2026▼−6Since October 2026: 58% → 52%, −6 points. Inside the 11-point floor: within noise.Freshservice held the lead, −6 points on 58%, inside the 11-point floor.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
Small business
Freshservice51%Clear leader▲+4Since October 2026: 47% → 51%, +4 points. Inside the 11-point floor: within noise.Standing →Mid-marketFreshservice52%Clear leader▼−6Since October 2026: 58% → 52%, −6 points. Inside the 11-point floor: within noise.This pageEnterprise
ServiceNow ITSM66%Clear leader▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.Standing →
Freshservice51%Clear leader▲+4Since October 2026: 47% → 51%, +4 points. Inside the 11-point floor: within noise.Standing →Mid-marketFreshservice52%Clear leader▼−6Since October 2026: 58% → 52%, −6 points. Inside the 11-point floor: within noise.This pageEnterpriseServiceNow ITSM66%Clear leader▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.Standing →The standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all fourteen models, for a mid-market B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrantSince October 2026
01Freshservice52%6%70endorsed leader▼−6Since October 2026: 58% → 52%, −6 points. Inside the 11-point floor: within noise.58% → 52%
Freshservice52%6%70endorsed leader▼−6Since October 2026: 58% → 52%, −6 points. Inside the 11-point floor: within noise.58% → 52%02
Jira Service Management23%6%67accepted challenger▲+11Since October 2026: 12% → 23%, +11 points. Past the 11-point floor: movement.12% → 23%
Jira Service Management23%6%67accepted challenger▲+11Since October 2026: 12% → 23%, +11 points. Past the 11-point floor: movement.12% → 23%03
ManageEngine ServiceDesk Plus8%8%49accepted challenger▼−3Since October 2026: 11% → 8%, −3 points. Inside the 11-point floor: within noise.11% → 8%
ManageEngine ServiceDesk Plus8%8%49accepted challenger▼−3Since October 2026: 11% → 8%, −3 points. Inside the 11-point floor: within noise.11% → 8%04
InvGate Service Management7%0%17accepted challenger▲+5Since October 2026: 2% → 7%, +5 points. Inside the 11-point floor: within noise.2% → 7%
InvGate Service Management7%0%17accepted challenger▲+5Since October 2026: 2% → 7%, +5 points. Inside the 11-point floor: within noise.2% → 7%05
TeamDynamix5%0%12accepted challenger▲+5Since October 2026: 0% → 5%, +5 points. Inside the 11-point floor: within noise.0% → 5%
TeamDynamix5%0%12accepted challenger▲+5Since October 2026: 0% → 5%, +5 points. Inside the 11-point floor: within noise.0% → 5%Show the seven products at 0%, ordered by negative rate
12ServiceNow ITSM0%65%55criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
ServiceNow ITSM0%65%55criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%10
SolarWinds Service Desk0%47%15criticized challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%
SolarWinds Service Desk0%47%15criticized challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%09Zendesk ITSM0%45%22criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
11
BMC Helix ITSM0%44%27criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
BMC Helix ITSM0%44%27criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%08
Ivanti Neurons for ITSM0%26%19criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
Ivanti Neurons for ITSM0%26%19criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%07
SysAid0%18%17accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
SysAid0%18%17accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%06HaloITSM0%0%21accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
The floor is 11 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one can't be told apart from repeat variation, and both are shown. Each index measures its own floor from its own repeat, over its own categories, so the floor differs from one index to the next. Both editions asked the same fourteen models. How the floor is measured
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its product page.
Head to head
All ten head-to-head pages: the top five products, each against each
Freshservice vs TeamDynamixJira Service Management vs ManageEngine ServiceDesk PlusJira Service Management vs InvGate Service ManagementJira Service Management vs TeamDynamixManageEngine ServiceDesk Plus vs InvGate Service ManagementManageEngine ServiceDesk Plus vs TeamDynamixInvGate Service Management vs TeamDynamix
Recommended versus criticized
Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.
Criticized challengerCriticized default
Negative label rate →
0102030405H06
0708Z09
101112Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative70%
Key
01Freshservice52%
Freshservice52%02Jira Service Management23%
Jira Service Management23%03ManageEngine ServiceDesk Plus8%
ManageEngine ServiceDesk Plus8%04InvGate Service Management7%
InvGate Service Management7%05TeamDynamix5%
TeamDynamix5%06HaloITSM0%
07SysAid0%
SysAid0%08Ivanti Neurons for ITSM0%
Ivanti Neurons for ITSM0%09Zendesk ITSM0%
10SolarWinds Service Desk0%
SolarWinds Service Desk0%11BMC Helix ITSM0%
BMC Helix ITSM0%12ServiceNow ITSM0%
ServiceNow ITSM0%What they warned about
Eight of fourteen models held their first choice under the paraphrase. Claude Haiku 4.5, Perplexity Sonar, Mistral Small, Kimi K2, GLM 4.7 FlashX and MiniMax M2.5 changed. A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
ServiceNow ITSM65%
36 of 55 labels negative · 14 of 14 models · 6 hard negative
“What to Avoid - ServiceNow is powerful but typically overkill and over-budget for mid-market companies” Kimi K2, direct prompt
BMC Helix ITSM44%
12 of 27 labels negative · 9 of 14 models · 7 hard negative
“it has a high percentage of negative labels (75%) and is considered a hard negative by 4 out of 14 models” Llama 4 Maverick, negative prompt
Zendesk ITSM
45%
10 of 22 labels negative · 9 of 14 models · 1 hard negative
“Zendesk: Primarily customer-facing support; weaker for internal ITSM use cases.” Kimi K2, paraphrase prompt
SolarWinds Service Desk47%
7 of 15 labels negative · 6 of 14 models · 1 hard negative
“A common "Reasons to avoid" list for this platform includes: Reports load slowly, Limited data export options, Complex configuration process” Muse Glimmer 30B, negative prompt
What they cite
Fourteen of the fourteen models returned a source list in this edition: five return the pages they cited and nine the search results they consulted.
Sites the answers cite
69 of 84 answers in this category came back with a source list, from 14 of 14 models: citations where the model returns them, or the search results it consulted. 737 links across 211 sites, every framing counted. Ranked by the number of answers carrying the site or page. 28 of the 252 answers across every segment cited this index's own page for the category; the method page measures whether that reading tilts an answer.
vendor site · InvGate26 answers · 37 citations · 10 models
22 answers · 37 citations · 9 models
20 answers · 27 citations · 9 models
vendor site · Desk36519 answers · 19 citations · 8 models
vendor site · Automation Anywhere15 answers · 15 citations · 9 models
14 answers · 14 citations · 8 models
13 answers · 35 citations · 8 models
vendor site · ONES.com12 answers · 16 citations · 8 models
11 answers · 14 citations · 6 models
vendor site · ServiceNow11 answers · 14 citations · 5 models
11 answers · 13 citations · 6 models
11 answers · 11 citations · 6 models
Pages the answers cite
The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.
19 answers · 8 models
16 answers · 8 models
15 answers · 9 models
12 answers · 7 models
10 answers · 7 models
10 answers · 5 models
10 answers · 7 models
10 answers · 7 models
10 answers · 6 models
9 answers · 8 models
Search against answers
Each company's standing in the answers beside its site's footprint in Google search, one row a site: the products the models named on it with their shares, and the share they add up to; monthly searches on Google, and DataForSEO's estimate of AI search demand (modeled from search signals, directional, not a count of queries to any assistant), for the most-searched of the company's and its products' names (the name is in each row's hover text); estimated monthly organic visits to the site; and its best position in Google's top ten for “best itsm platform”, “itsm platform”, “itsm platforms”. US estimates from DataForSEO and Google's Ads Transparency Center. A small company's site, or a mid-sized company's site for its flagship, is marked company; a product on a large parent's site (Google, Microsoft) has no site figures. A column with no figures for this category is left out, and an empty cell means none were seen, not none exist. Two measurements side by side: neither is read as the cause of the other.
| Company and products | Share | Own site cited | Name searches, Google | AI search demand, est. | Organic visits | Paid search a month, est. | Google ads, last 30 days | Best Google position |
|---|---|---|---|---|---|---|---|---|
| Freshdesk freshworks.com Freshservice 52%, Freshdesk 2% | 53% | 423 | 12,100 | 391 | 111,586 | $14,486 | 113 | |
| Jira atlassian.com Jira Service Management 23% | 23% | 335 | 6,600 | 188 | 4,724,388 company | $5,906 | 61 | 5 |
| ManageEngine parent site ManageEngine ServiceDesk Plus 8% | 8% | 123 | 8,100 | 675 | ||||
| InvGate invgate.com InvGate Service Management 7% | 7% | 48 | 50 | 0 | 174,187 company | $2,579 | 67 | |
| TeamDynamix teamdynamix.com | 5% | 21 | 4,400 | 63 | 1,482,633 | $1,518 | 20 | 7 |
| GLPI glpi-project.org | 3% | 42 | 4,400 | 142 | 2,794 | |||
| HaloITSM | 0% | 880 | 32 | |||||
| SysAid sysaid.com | 0% | 62 | 1,600 | 37 | 47,976 | 26 | ||
| Ivanti parent site Ivanti Neurons for ITSM 0% | 0% | 53 | 9,900 | 636 | ||||
| Desk365 desk365.io | 0% | 24 | 590 | 7 | 7,751 | 6 |
Google's top ten for the three searches hold 14 sites; 2 of them are among the sites the models cited here (reddit.com, servicenow.com). The first result for “best itsm platform” is gartner.com.
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.ShowHide
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ShowHideModelDirect“What is the best ITSM platform for a mid-market B2B company?”Paraphrase“Which IT service desk and ticketing tool would you recommend to a mid-sized B2B company?”Comparative“What are the top ITSM platforms and how do they differ?”Budget-constrained“What is the best ITSM platform for a company with a limited budget?”Scale-constrained“We are a 500 person company evaluating an ITSM platform. What should we look at?”Negative“Which ITSM platforms should I avoid or be cautious about?”
Claude Haiku 4.5FreshserviceJira Service ManagementChangedno first choiceManageEngine ServiceDesk Plusno first choiceagainst: Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSM, SysAid, Zendesk ITSM
Six alternatives
HaloITSM, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, TOPdesk, TeamDynamixFour alternatives
Freshservice, Microsoft Dynamics 365 Customer Service, ServiceNow ITSM, Zendesk ITSMThree alternatives
Freshservice, Spiceworks Cloud Help Desk, SysAidGPT-5.4 miniFreshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSM, Zendesk ITSMServiceNow ITSMFreshserviceno first choicenothing named
One alternative
Jira Service ManagementTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, Zoho DeskGemini 3.5 FlashFreshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMJira Service ManagementFreshserviceagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Cherwell Service Management, Freshdesk, HP/Micro Focus/OpenText Service Manager, Ivanti Neurons for ITSM, ManageEngine ServiceDesk Plus, ServiceNow ITSM, Zendesk ITSM
Three alternatives
HaloITSM, Jira Service Management, TeamDynamixThree alternatives
HaloITSM, Jira Service Management, Zendesk ServiceFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusFour alternatives
Freshservice, GLPI, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskTwo alternatives
HaloITSM, Jira Service ManagementPerplexity SonarFreshserviceagainst: ServiceNow ITSMFreshdesk, FreshserviceChangedagainst: Zendesk ITSMServiceNow ITSMManageEngine ServiceDesk Plusno first choiceagainst: BMC Helix ITSM, Jira Service Management, ServiceNow ITSM, SolarWinds Service Desk
Three alternatives
InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Jira Service Management, Supportbench, TeamSupportSix alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service DeskTwo alternatives
Freshservice, Jira Service ManagementGrok 4.20Freshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMFreshservice, Jira Service Managementagainst: BMC Helix ITSM, ServiceNow ITSMno first choiceagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Cherwell, Freshservice, OpenText SMAX, ServiceNow ITSM, SolarWinds Service Desk, Zendesk ITSM
Three alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSMSix alternatives
Desk365, HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SysAid, Zendesk ITSMSeven alternatives
Freshservice, HaloITSM, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, SysAidTwo alternatives
ManageEngine ServiceDesk Plus, SysAidMistral SmallJira Service Management, TeamDynamixFreshservice, Jira Service ManagementChangedServiceNow ITSMagainst: Salesforce Service Cloud, SolarWinds Service DeskFreshservice, Jira Service Managementno first choiceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM, SolarWinds Service Desk, SysAid
Two alternatives
Freshservice, ManageEngine ServiceDesk PlusTwo alternatives
ManageEngine ServiceDesk Plus, Zoho DeskFour alternatives
Freshservice, Jira Service Management, NinjaOne, Zendesk ITSMTwo alternatives
Desk365, Zendesk ITSMDeepSeek V4 FlashFreshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSM, Zendesk ITSMServiceNow ITSMagainst: Zendesk ITSMFreshservice, GLPI, Jira Service ManagementFreshservice, Jira Service Managementagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Cherwell Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM, SolarWinds Service Desk
Four alternatives
HaloITSM, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk PlusFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Desk365, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskTwo alternatives
HaloITSM, ManageEngine ServiceDesk PlusLlama 4 MaverickFreshserviceFreshserviceHeldno first choiceManageEngine ServiceDesk Plusno first choiceagainst: BMC Helix ITSM, Freshservice, ServiceNow ITSM
Three alternatives
InvGate Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSMThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, SysAidTwo alternatives
Freshservice, Jira Service ManagementQwen 3.7 FlashFreshserviceagainst: BMC Helix ITSM, SAP, ServiceNow ITSM, Zendesk ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMagainst: BMC Helix ITSMManageEngine ServiceDesk PlusJira Service Managementagainst: HubSpot Service, ServiceNow ITSM, Smartsheetagainst: BMC Helix ITSM, Cherwell, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSM, Zoho Creator
Two alternatives
Ivanti Neurons for ITSM, Jira Service ManagementTwo alternatives
Jira Service Management, Zendesk ITSMFour alternatives
Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
GLPI, Jira Service Management, Spiceworks Cloud Help DeskThree alternatives
Freshservice, SysAid, Zendesk ITSMKimi K2InvGate Service Management, Jira Service Managementagainst: ServiceNow ITSM, Spiceworks Cloud Help DeskFreshserviceChangedagainst: ServiceNow ITSM, Zendesk ITSMServiceNow ITSMJira Service ManagementFreshservice, InvGate Service Managementagainst: ServiceNow ITSMagainst: BMC Helix / Remedy, Cherwell, ServiceNow ITSM, SysAid
Three alternatives
Freshservice, ManageEngine ServiceDesk Plus, TeamDynamixTwo alternatives
HaloITSM, Jira Service ManagementFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, TOPdeskFour alternatives
Freshservice, GLPI, OTRS, ZammadGLM 4.7 FlashXFreshservice, InvGate Service ManagementFreshserviceChangedagainst: ServiceNow ITSM, Zendesk ITSMServiceNow ITSMJira Service Managementno first choiceagainst: BMC Helix ITSM, Freshservice, ManageEngine ServiceDesk Plus, ServiceNow ITSM, SolarWinds Service Desk, Spiceworks Cloud Help Desk
Four alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SysAidTwo alternatives
InvGate Service Management, Jira Service ManagementEleven alternatives
Atera, BMC Helix ITSM, Freshservice, GoTo Resolve, HaloITSM, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, SuperOps, Zendesk ITSMFive alternatives
Freshservice, GLPI, Spiceworks Cloud Help Desk, Zammad, iTopMiniMax M2.5InvGate Service Management, TeamDynamixFreshserviceChangedagainst: ServiceNow IT Business ManagementServiceNow ITSMGLPI, Jira Service Managementno first choiceagainst: Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM
Three alternatives
Freshservice, Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusFive alternatives
Desk365, FreeITSM, Freshservice, HaloITSM, InvGate Service ManagementGPT-6 LunaFreshserviceFreshserviceHeldagainst: ServiceNow ITSMno first choiceJira Service Managementno first choiceagainst: Ivanti Neurons for ITSM, Jira Service Management Data Center, Jira Service Management Server, ServiceNow ITSM
Two alternatives
Jira Service Management, ServiceNow ITSMTwo alternatives
Jira Service Management, Zendesk ITSMTwo alternatives
Freshservice, ManageEngine ServiceDesk PlusMuse Glimmer 30BFreshserviceFreshserviceHeldagainst: ServiceNow ITSMBMC Helix ITSM, ServiceNow ITSMManageEngine ServiceDesk PlusTeamDynamixagainst: ServiceNow ITSMagainst: BMC Helix ITSM, BMC Remedyforce, ConnectWise, Ivanti Cherwell Service Management, ServiceNow ITSM, SolarWinds Service Desk
Two alternatives
Jira Service Management, TeamDynamixThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, TeamSupportThree alternatives
Freshservice, Freshworks, Jira Service Management, Atlassian, ManageEngine ServiceDesk PlusSix alternatives
FreeITSM, Freshservice, GLPI, Jira Service Management, Spiceworks Cloud Help Desk, iTopOne alternative
Jira Service ManagementBold is the first choiceAlternatives are counted; the count opens them.What the answer argued against
The record
One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency.
Eighty-four rows: every prompt, every model, every answer.
| Prompt | Model | Version string | Time (UTC) | Searched | Sources | Latency |
|---|---|---|---|---|---|---|
| Direct recommendation | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 11:47 | yes | 14 | 8 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 19:14 | yes | 3 | 5 s |
| Direct recommendation | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 13:31 | yes | 10 | 26 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-11-01 10:32 | yes | 10 | 4 s |
| Direct recommendation | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 15:03 | yes | 5 | 12 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 08:34 | yes | 5 | 4 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 14:10 | yes | 25 | 30 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 13:03 | yes | 5 | 4 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 11:41 | no | 0 | 26 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 17:22 | yes | 13 | 48 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 09:42 | yes | 14 | 41 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 17:55 | yes | 7 | 40 s |
| Direct recommendation | GPT-6 Luna | gpt-6-luna | 2026-11-01 14:32 | yes | 3 | 14 s |
| Direct recommendation | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 18:37 | yes | 13 | 18 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 19:04 | no | 0 | 5 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 14:15 | yes | 1 | 5 s |
| Paraphrase | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 16:30 | no | 0 | 15 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-11-01 08:43 | yes | 10 | 5 s |
| Paraphrase | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 15:57 | yes | 5 | 10 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 18:45 | yes | 5 | 6 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 14:08 | yes | 24 | 36 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 14:21 | yes | 5 | 3 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 15:45 | no | 0 | 29 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 09:30 | yes | 15 | 22 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 12:09 | yes | 14 | 98 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 09:30 | no | 0 | 16 s |
| Paraphrase | GPT-6 Luna | gpt-6-luna | 2026-11-01 10:32 | yes | 4 | 11 s |
| Paraphrase | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 10:02 | yes | 22 | 25 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 10:20 | yes | 10 | 8 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 08:58 | yes | 3 | 6 s |
| Comparative | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 11:55 | no | 0 | 16 s |
| Comparative | Perplexity Sonar | sonar | 2026-11-01 08:51 | yes | 10 | 6 s |
| Comparative | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 15:33 | yes | 5 | 18 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 14:57 | yes | 5 | 7 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 16:29 | yes | 19 | 48 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 15:40 | yes | 5 | 2 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 19:01 | no | 0 | 31 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 14:10 | yes | 15 | 43 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 11:38 | yes | 10 | 82 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 09:46 | yes | 10 | 33 s |
| Comparative | GPT-6 Luna | gpt-6-luna | 2026-11-01 16:52 | yes | 6 | 19 s |
| Comparative | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 13:56 | yes | 15 | 25 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 19:21 | yes | 10 | 8 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 12:11 | no | 0 | 3 s |
| Budget constrained | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 12:04 | yes | 12 | 20 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-11-01 12:53 | yes | 10 | 3 s |
| Budget constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 14:25 | yes | 5 | 11 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 18:26 | yes | 5 | 5 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 15:54 | yes | 24 | 27 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 09:49 | yes | 5 | 2 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 11:15 | yes | 5 | 29 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 11:50 | yes | 10 | 21 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 18:13 | yes | 20 | 31 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 08:43 | yes | 10 | 24 s |
| Budget constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 11:09 | yes | 3 | 11 s |
| Budget constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 09:08 | yes | 15 | 24 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 16:30 | no | 0 | 6 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 14:27 | no | 0 | 6 s |
| Scale constrained | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 14:24 | no | 0 | 16 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-11-01 13:55 | yes | 10 | 8 s |
| Scale constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 15:18 | yes | 5 | 13 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 11:44 | no | 0 | 6 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 19:16 | yes | 25 | 46 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 18:12 | yes | 5 | 4 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 19:40 | yes | 5 | 33 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 13:13 | yes | 19 | 29 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 16:02 | no | 0 | 16 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 13:07 | no | 0 | 74 s |
| Scale constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 10:30 | yes | 4 | 22 s |
| Scale constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 16:03 | yes | 15 | 21 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 12:20 | yes | 19 | 10 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 15:49 | no | 0 | 5 s |
| Negative framing | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 14:54 | yes | 6 | 19 s |
| Negative framing | Perplexity Sonar | sonar | 2026-11-01 15:59 | yes | 10 | 5 s |
| Negative framing | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 14:36 | yes | 9 | 11 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 12:08 | yes | 5 | 5 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 13:05 | yes | 24 | 27 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 18:46 | yes | 5 | 3 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 10:53 | yes | 5 | 37 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 09:51 | yes | 25 | 42 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 14:04 | yes | 25 | 31 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 17:40 | yes | 20 | 52 s |
| Negative framing | GPT-6 Luna | gpt-6-luna | 2026-11-01 11:03 | yes | 3 | 16 s |
| Negative framing | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 11:45 | yes | 14 | 18 s |
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
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Category-scoped readings
Atlassian (Jira Service Management) read as Jira Service Management
BMC read as BMC Helix ITSM
BMC Helix read as BMC Helix ITSM
BMC Helix (formerly Remedy & Footprints) read as BMC Helix ITSM
BMC Helix (formerly Remedy) read as BMC Helix ITSM
BMC Remedy (AR System) read as BMC Helix ITSM
BMC Remedy (BMC Helix ITSM) read as BMC Helix ITSM
BMC Remedy (now Broadcom ITSM) read as BMC Helix ITSM
GoTo (formerly ConnectWise Control/Manage) read as GoTo Resolve
InvGate read as InvGate Service Management
Ivanti read as Ivanti Neurons for ITSM
Ivanti Neurons read as Ivanti Neurons for ITSM
ManageEngine read as ManageEngine ServiceDesk Plus
ManageEngine (ServiceDesk Plus) read as ManageEngine ServiceDesk Plus
OpenText read as OpenText SMAX
ServiceNow read as ServiceNow ITSM
ServiceNow (SNOW) read as ServiceNow ITSM
Spiceworks read as Spiceworks Cloud Help Desk
Zendesk read as Zendesk ITSM
Zendesk (Employee Service) read as Zendesk ITSM
Zendesk (Suite) read as Zendesk ITSM
Zendesk Suite read as Zendesk ITSM
Zendesk Suite (ITSM) read as Zendesk ITSM
Unresolved, counted raw
BMC Remedyforce
Freshservice, Freshworks
Gridlex
HP/Micro Focus/OpenText Service Manager
HubSpot Service
InvGate Service Manager
Ivanti Cherwell Service Management
Jira Service Management Server
Microsoft Dynamics 365 Customer Service
Znuny
Zoho Creator (Custom Built)
Discontinued, still offered
No shut-down product was recommended here.