IT service management for enterprise buyers
Asked as “ITSM platform”, and as “IT service desk and ticketing tool”, on behalf of an enterprise B2B company. 53 first choices recorded across the direct, paraphrase, budget and scale prompts, fourteen models each.
Standing · first-choice share
66%
Clear leader
66ServiceNow ITSM09Freshservice09Jira Service Management15others
66% of first choices, clear leader.
Since October 2026▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.ServiceNow ITSM held the lead, +1 point on 65%, 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.Standing →Enterprise
ServiceNow ITSM66%Clear leader▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.This page
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.Standing →EnterpriseServiceNow ITSM66%Clear leader▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.This pageThe standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all fourteen models, for an enterprise B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrantSince October 2026
01ServiceNow ITSM66%28%78criticized default▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.65% → 66%
ServiceNow ITSM66%28%78criticized default▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.65% → 66%02
Jira Service Management9%13%68accepted challenger▼−4Since October 2026: 13% → 9%, −4 points. Inside the 11-point floor: within noise.13% → 9%
Jira Service Management9%13%68accepted challenger▼−4Since October 2026: 13% → 9%, −4 points. Inside the 11-point floor: within noise.13% → 9%03Freshservice9%15%65accepted challenger=heldSince October 2026: 9% → 9%, ±0 points. Inside the 11-point floor: within noise.9% → 9%
Freshservice9%15%65accepted challenger=heldSince October 2026: 9% → 9%, ±0 points. Inside the 11-point floor: within noise.9% → 9%04
BMC Helix ITSM4%25%55criticized challenger▲+4Since October 2026: 0% → 4%, +4 points. Inside the 11-point floor: within noise.0% → 4%
BMC Helix ITSM4%25%55criticized challenger▲+4Since October 2026: 0% → 4%, +4 points. Inside the 11-point floor: within noise.0% → 4%05
InvGate Service Management4%8%12accepted challenger▲+4Since October 2026: 0% → 4%, +4 points. Inside the 11-point floor: within noise.0% → 4%
InvGate Service Management4%8%12accepted challenger▲+4Since October 2026: 0% → 4%, +4 points. Inside the 11-point floor: within noise.0% → 4%06HaloITSM4%30%10criticized challenger▼−5Since October 2026: 9% → 4%, −5 points. Inside the 11-point floor: within noise.9% → 4%
07
ManageEngine ServiceDesk Plus2%25%24criticized challenger▲+2Since October 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise.0% → 2%
ManageEngine ServiceDesk Plus2%25%24criticized challenger▲+2Since October 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise.0% → 2%Show the one product at 0%, ordered by negative rate
08
Ivanti Neurons for ITSM0%13%31accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
Ivanti Neurons for ITSM0%13%31accepted 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
Freshservice vs Jira Service ManagementFreshservice vs ManageEngine ServiceDesk PlusFreshservice vs InvGate Service Management
Head-to-head pages are published for mid-market buyers, so these open on mid-market figures, not enterprise.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
One product takes 66% of first choices here, so the chart would put seven markers in one corner and one at the far edge. The two measurements it plots are columns in the standing above: share, and the negative label rate. Four products carry a negative rate above 25% in this category.
What they warned about
Thirteen of fourteen models held their first choice under the paraphrase. Gemini 3.5 Flash 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 ITSM28%
22 of 78 labels negative · 13 of 14 models · 1 hard negative
“overly complex and costly (ServiceNow, BMC Helix)” GLM 4.7 FlashX, negative prompt
BMC Helix ITSM25%
14 of 55 labels negative · 9 of 14 models · 5 hard negative
“Unless you have a legacy deployment that's genuinely working and you have specialized staff who know it intimately, avoid new implementations.” DeepSeek V4 Flash, negative prompt
Freshservice15%
10 of 65 labels negative · 9 of 14 models · 2 hard negative
“the mid-market tier – Freshservice, HaloITSM, Atera and similar lightweight suites – is typically advised against or heavily qualified for Fortune 500 scale” Muse Glimmer 30B, negative prompt
Jira Service Management13%
9 of 68 labels negative · 8 of 14 models
“TCO can balloon with add-ons, custom workflows, and governance at enterprise scale. Not optimized for broad ESM or heavy compliance.” Grok 4.20, budget 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
74 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. 861 links across 203 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 · ServiceNow27 answers · 47 citations · 8 models
vendor site · InvGate27 answers · 33 citations · 11 models
vendor site · TeamDynamix21 answers · 28 citations · 9 models
vendor site · Atlassian18 answers · 27 citations · 7 models
vendor site · Ivanti18 answers · 26 citations · 10 models
18 answers · 22 citations · 9 models
vendor site · Motadata17 answers · 19 citations · 10 models
vendor site · Console17 answers · 18 citations · 10 models
15 answers · 15 citations · 9 models
vendor site · ONES.com14 answers · 24 citations · 9 models
vendor site · G214 answers · 18 citations · 6 models
14 answers · 15 citations · 10 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 · 10 models
19 answers · 9 models
15 answers · 9 models
14 answers · 9 models
14 answers · 10 models
13 answers · 6 models
13 answers · 10 models
11 answers · 6 models
11 answers · 6 models
11 answers · 6 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 |
|---|---|---|---|---|---|---|---|---|
| ServiceNow parent site ServiceNow ITSM 66% | 66% | 221 | 135,000 | 13,451 | ||||
| Jira atlassian.com Jira Service Management 9% | 9% | 335 | 6,600 | 188 | 4,724,388 company | $5,906 | 61 | 5 |
| Freshservice freshworks.com | 9% | 423 | 8,100 | 221 | 111,586 | $14,486 | 113 | |
| BMC Helix bmc.com BMC Helix ITSM 4% | 4% | 94 | 320 | 4 | 188,432 company | $29 | 63 | |
| InvGate invgate.com InvGate Service Management 4% | 4% | 48 | 50 | 0 | 174,187 company | $2,579 | 67 | |
| HaloITSM | 4% | 880 | 32 | |||||
| ManageEngine parent site ManageEngine ServiceDesk Plus 2% | 2% | 123 | 8,100 | 675 | ||||
| Jira Service Management Cloud Enterprise | 2% | |||||||
| Ivanti parent site Ivanti Neurons for ITSM 0% | 0% | 53 | 9,900 | 636 | ||||
| TeamDynamix teamdynamix.com | 0% | 21 | 4,400 | 63 | 1,482,633 | $1,518 | 20 | 7 |
Google's top ten for the three searches hold 14 sites; 3 of them are among the sites the models cited here (atlassian.com, servicenow.com, teamdynamix.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 an enterprise B2B company?”Paraphrase“Which IT service desk and ticketing tool would you recommend to a large B2B company with thousands of employees?”Comparative“What are the top enterprise-grade ITSM platforms and how do they differ?”Budget-constrained“What is the best ITSM platform for a large company that needs predictable total cost across thousands of users?”Scale-constrained“We are a 5,000 person company with SSO, SOC 2 and procurement review requirements evaluating an ITSM platform. What should we look at?”Negative“Which ITSM platforms should a large enterprise avoid or be cautious about?”
Claude Haiku 4.5ServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMHaloITSMagainst: ServiceNow ITSMno first choiceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM
Three alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, XurrentOne alternative
Jira Service ManagementThree alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service ManagementTwo alternatives
BMC Helix ITSM, FreshserviceGPT-5.4 miniServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMJira Service Management Cloud Enterpriseno first choiceagainst: EasyVista, Freshservice, HaloITSM, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, Matrix42, ServiceNow ITSM, SysAid, TOPdesk, TeamDynamix, Xurrent
Three alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSMThree alternatives
Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementFour alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementOne alternative
ServiceNow ITSMGemini 3.5 FlashFreshservice, Jira Service Management, ServiceNow ITSMServiceNow ITSMChangedServiceNow ITSMFreshserviceagainst: BMC Helix ITSM, ServiceNow ITSMFreshservice, Jira Service Managementagainst: BMC Helix ITSM, Cherwell Service Management, Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus, Micro Focus, SolarWinds Service Desk, Spiceworks Cloud Help Desk, SysAid, Zendesk ITSM
One alternative
BMC Helix ITSMThree alternatives
Atlassian Jira Service Management (JSM) - Enterprise Tier, Freshservice, Ivanti Neurons for ITSMFour alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementThree alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
HaloITSM, Ivanti Neurons for ITSM, ServiceNow ITSMPerplexity SonarServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMagainst: SolarWinds Service DeskInvGate Service Managementagainst: BMC Helix ITSM, ServiceNow ITSMno first choiceagainst: BMC Helix ITSM, Freshservice, HaloITSM, InvGate Service Management, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM
Four alternatives
BMC Helix ITSM, Freshservice, InvGate Service Management, Jira Service ManagementFour alternatives
BMC Helix ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSMSeven alternatives
BMC Helix ITSM, Freshservice, InvGate Service Management, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, TOPdeskTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusGrok 4.20ServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMBMC Helix ITSM, ServiceNow ITSMagainst: Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service DeskServiceNow ITSMagainst: ManageEngine ServiceDesk Plusagainst: BMC Helix ITSM, CA Service Desk, Cherwell, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSM
Four alternatives
BMC Helix ITSM, Freshservice, InvGate Service Management, Jira Service ManagementThree alternatives
BMC Helix ITSM, Freshservice, Jira Service ManagementFour alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementThree alternatives
Freshservice, Jira Service Management, Zendesk ITSMMistral SmallServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMServiceNow ITSMno first choiceagainst: Freshservice, ServiceNow ITSM
Four alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementFour alternatives
Freshservice, InvGate Service Management, NinjaOne, SolarWinds Service DeskTwo alternatives
BMC Helix ITSM, FreshserviceDeepSeek V4 FlashServiceNow ITSMServiceNow ITSMHeldagainst: FreshserviceServiceNow ITSMFreshserviceBMC Helix ITSM, Freshservice, ServiceNow ITSMagainst: BMC Footprints, BMC Helix ITSM, CA Service Management, Micro Focus, ServiceNow ITSM
Three alternatives
Freshservice, InvGate Service Management, Jira Service ManagementOne alternative
Jira Service ManagementFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
BMC Helix ITSM, Jira Service Management, ServiceNow ITSMOne alternative
Jira Service ManagementLlama 4 MaverickServiceNow ITSMServiceNow ITSMHeldno first choiceno first choiceagainst: ServiceNow ITSMno first choiceagainst: Freshservice, ServiceNow ITSM
Two alternatives
Freshservice, Jira Service ManagementThree alternatives
Freshservice, InvGate Service Management, Jira Service ManagementQwen 3.7 FlashServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMManageEngine ServiceDesk Plusagainst: ServiceNow ITSMno first choiceagainst: BMC Helix ITSM, Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM, SolarWinds Service Desk
Two alternatives
Freshservice, Jira Service ManagementTwo alternatives
Freshservice, Jira Service ManagementThree alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service ManagementThree alternatives
Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementKimi K2ServiceNow ITSMServiceNow ITSMHeldagainst: Zendesk ITSMServiceNow ITSMInvGate Service Managementagainst: BMC Helix ITSM, ServiceNow ITSMServiceNow ITSMagainst: BMC Helix ITSM, Cherwell Service Management, Jira Service Management, ServiceNow ITSM
Four alternatives
BMC Helix ITSM, Freshservice, Jira Service Management, TeamDynamixOne alternative
Jira Service ManagementFour alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementOne alternative
ManageEngine ServiceDesk PlusThree alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service ManagementGLM 4.7 FlashXServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMJira Service Managementagainst: ServiceNow ITSMServiceNow ITSMagainst: BMC Helix ITSM, BossDesk, Cherwell, ServiceNow ITSM
Five alternatives
Freshservice, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, SysAidTwo alternatives
Jira Service Management, Zendesk ITSMThree alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service ManagementOne alternative
BMC Helix ITSMThree alternatives
Freshservice, Jira Service Management, XurrentMiniMax M2.5ServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMJira Service Managementagainst: BMC Helix ITSM, ServiceNow ITSMno first choiceagainst: BMC Helix ITSM, Jira Service Management, ServiceNow ITSM
Five alternatives
BMC Helix ITSM, Freshservice, InvGate Service Management, Ivanti Neurons for ITSM, Jira Service ManagementTwo alternatives
BMC Helix ITSM, Jira Service ManagementFour alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service Management, SolarWinds Service DeskOne alternative
Salesforce IT Service DeskGPT-6 LunaServiceNow ITSMServiceNow ITSMHeldno first choiceJira Service ManagementServiceNow ITSMagainst: Atlassian Server editions, Cherwell Service Management, Ivanti Neurons for ITSM on-premises, Jira Service Management Data Center
Two alternatives
Freshservice, Jira Service ManagementTwo alternatives
Freshservice, Jira Service ManagementOne alternative
ManageEngine ServiceDesk PlusTwo alternatives
Freshservice, Jira Service ManagementMuse Glimmer 30BServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMHaloITSMagainst: Salesforce IT Service Desk, ServiceNow ITSMno first choiceagainst: ServiceNow ITSMagainst: Atera, Freshservice, HaloITSM, Jira Service Management, ServiceNow ITSM
Four alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service Management, TeamDynamixTwo alternatives
Freshservice, Jira Service ManagementFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusOne alternative
Alloy NavigatorBold 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 19:09 | yes | 9 | 7 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 12:26 | yes | 4 | 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 15:29 | yes | 4 | 19 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-11-01 17:55 | yes | 10 | 4 s |
| Direct recommendation | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 13:37 | yes | 5 | 8 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 10:55 | yes | 5 | 5 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 12:30 | yes | 19 | 16 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 09:24 | yes | 5 | 2 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 11:20 | yes | 5 | 17 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 16:46 | yes | 15 | 32 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 11:43 | yes | 24 | 45 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 12:32 | yes | 10 | 35 s |
| Direct recommendation | GPT-6 Luna | gpt-6-luna | 2026-11-01 19:27 | yes | 4 | 21 s |
| Direct recommendation | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 19:35 | yes | 15 | 16 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 09:34 | no | 0 | 5 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 10:17 | yes | 4 | 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 18:30 | no | 0 | 15 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-11-01 09:31 | yes | 10 | 4 s |
| Paraphrase | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 18:13 | yes | 5 | 11 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 10:07 | no | 0 | 6 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 09:25 | yes | 18 | 18 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 19:31 | yes | 5 | 3 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 13:51 | yes | 5 | 29 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 16:47 | yes | 15 | 22 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 16:51 | yes | 10 | 88 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 14:46 | no | 0 | 14 s |
| Paraphrase | GPT-6 Luna | gpt-6-luna | 2026-11-01 14:04 | yes | 3 | 10 s |
| Paraphrase | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 15:39 | yes | 15 | 17 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 08:40 | yes | 9 | 10 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 10:02 | yes | 7 | 10 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 14:00 | yes | 2 | 20 s |
| Comparative | Perplexity Sonar | sonar | 2026-11-01 15:16 | yes | 10 | 7 s |
| Comparative | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 14:14 | yes | 14 | 16 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 09:40 | yes | 5 | 5 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 12:24 | yes | 24 | 35 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 12:17 | yes | 5 | 2 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 15:08 | yes | 10 | 21 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 12:59 | yes | 18 | 35 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 16:47 | yes | 25 | 102 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 15:00 | yes | 5 | 15 s |
| Comparative | GPT-6 Luna | gpt-6-luna | 2026-11-01 13:15 | yes | 7 | 25 s |
| Comparative | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 14:54 | yes | 14 | 30 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 18:16 | yes | 16 | 9 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 17:15 | yes | 4 | 6 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 17:28 | yes | 9 | 24 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-11-01 11:52 | yes | 10 | 4 s |
| Budget constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 16:30 | yes | 15 | 18 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 15:58 | yes | 5 | 5 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 09:39 | yes | 24 | 23 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 13:37 | yes | 5 | 3 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 11:14 | no | 0 | 37 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 15:16 | yes | 25 | 30 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 19:26 | yes | 23 | 30 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 09:52 | yes | 15 | 98 s |
| Budget constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 17:03 | yes | 2 | 16 s |
| Budget constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 12:19 | yes | 23 | 37 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 16:02 | no | 0 | 7 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 11:09 | yes | 4 | 7 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 14:19 | no | 0 | 20 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-11-01 13:52 | yes | 10 | 9 s |
| Scale constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 15:58 | yes | 5 | 13 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 10:00 | no | 0 | 5 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 19:13 | yes | 23 | 55 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 12:47 | yes | 5 | 3 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 09:47 | no | 0 | 29 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 19:21 | yes | 25 | 81 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 12:26 | yes | 22 | 128 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 10:20 | yes | 10 | 30 s |
| Scale constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 17:22 | yes | 5 | 21 s |
| Scale constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 09:02 | yes | 15 | 26 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 14:10 | yes | 19 | 10 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 09:14 | yes | 4 | 7 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 08:49 | no | 0 | 18 s |
| Negative framing | Perplexity Sonar | sonar | 2026-11-01 18:45 | yes | 10 | 5 s |
| Negative framing | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 16:33 | yes | 14 | 18 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 17:20 | yes | 5 | 5 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 10:20 | yes | 25 | 29 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 13:25 | yes | 5 | 4 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 16:59 | yes | 19 | 53 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 13:47 | yes | 24 | 53 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 18:57 | yes | 25 | 57 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 18:33 | yes | 5 | 35 s |
| Negative framing | GPT-6 Luna | gpt-6-luna | 2026-11-01 19:02 | yes | 4 | 18 s |
| Negative framing | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 16:44 | yes | 23 | 37 s |
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
ShowHide
Category-scoped readings
Atlassian read as Jira Service Management
Atlassian (JIRA) read as Jira Service Management
Atlassian (Jira Service Management - JSM) read as Jira Service Management
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 BMC Remedy) read as BMC Helix ITSM
BMC Helix (formerly Remedy) read as BMC Helix ITSM
BMC Remedy read as BMC Helix ITSM
Freshworks read as Freshservice
Freshworks (Enterprise) read as Freshservice
Freshworks (Freshservice) read as Freshservice
InvGate read as InvGate Service Management
Ivanti read as Ivanti Neurons for ITSM
Ivanti (Cherwell) read as Ivanti Neurons for ITSM
Ivanti ITSM read as Ivanti Neurons for ITSM
Ivanti Neurons read as Ivanti Neurons for ITSM
ManageEngine read as ManageEngine ServiceDesk Plus
OpenText read as OpenText SMAX
ServiceNow read as ServiceNow ITSM
ServiceNow (ITSM Enterprise or Professional) read as ServiceNow ITSM
ServiceNow IT Service Management read as ServiceNow ITSM
ServiceNow IT Service Management (ITSM) read as ServiceNow ITSM
SolarWinds read as SolarWinds Service Desk
Spiceworks read as Spiceworks Cloud Help Desk
Zendesk read as Zendesk ITSM
Zendesk Suite read as Zendesk ITSM
Unresolved, counted raw
Atlassian Jira Service Management (JSM) - Enterprise Tier
Atlassian Server editions
Atlassian Service Desk
BMC Footprints
BossDesk
CA Service Desk
CA Service Management (now Broadcom)
Freshservice Sidekick
HCL BigFix Service Management
HaloITS M
Ivanti Neurons for ITSM on-premises
Jira Service Management Cloud Enterprise
OpenText Service Management
Salesforce Agentforce IT Service
Discontinued, still offered
No shut-down product was recommended here.