# IT service management: what AI models recommend, November 2026 Gane Index, November 2026 Edition. Asked as "ITSM platform" and as "IT service desk and ticketing tool", six framings each, to fourteen models with search on, on behalf of a mid-market B2B company. Page: https://www.gane.ai/index/it/operations/it-service-management **Standing:** Freshservice leads with 52% of first choices; verdict clear leader. 60 first choices across the direct, paraphrase, budget and scale prompts. ## First-choice share | Rank | Product | Share | Negative rate | Labels | |---|---|---|---|---| | 1 | [Freshservice](https://www.gane.ai/index/it/vendors/freshservice/index.md) | 52% | 6% | 70 | | 2 | [Jira Service Management](https://www.gane.ai/index/it/vendors/jira-service-management/index.md) | 23% | 6% | 67 | | 3 | [ManageEngine ServiceDesk Plus](https://www.gane.ai/index/it/vendors/manageengine-servicedesk-plus/index.md) | 8% | 8% | 49 | | 4 | [InvGate Service Management](https://www.gane.ai/index/it/vendors/invgate-service-management/index.md) | 7% | 0% | 17 | | 5 | [TeamDynamix](https://www.gane.ai/index/it/vendors/teamdynamix/index.md) | 5% | 0% | 12 | | 8 | [HaloITSM](https://www.gane.ai/index/it/vendors/haloitsm/index.md) | 0% | 0% | 21 | | 9 | [SysAid](https://www.gane.ai/index/it/vendors/sysaid/index.md) | 0% | 18% | 17 | | 10 | [Ivanti Neurons for ITSM](https://www.gane.ai/index/it/vendors/ivanti-neurons-for-itsm/index.md) | 0% | 26% | 19 | | 46 | [Zendesk ITSM](https://www.gane.ai/index/it/vendors/zendesk-itsm/index.md) | 0% | 45% | 22 | | 63 | [SolarWinds Service Desk](https://www.gane.ai/index/it/vendors/solarwinds-service-desk/index.md) | 0% | 47% | 15 | | 64 | [BMC Helix ITSM](https://www.gane.ai/index/it/vendors/bmc-helix-itsm/index.md) | 0% | 44% | 27 | | 67 | [ServiceNow ITSM](https://www.gane.ai/index/it/vendors/servicenow-itsm/index.md) | 0% | 65% | 55 | Rank is by share of first choices among all 67 products named; products with the same share are tied, and the order among them carries no meaning. The table lists those with at least 10 labels. ## Each model's first choice on the direct prompt - Claude Haiku 4.5: Freshservice; alternatives HaloITSM, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus - GPT-5.4 mini: Freshservice; alternatives Jira Service Management - Gemini 3.5 Flash: Freshservice; alternatives HaloITSM, Jira Service Management, TeamDynamix - Perplexity Sonar: Freshservice; alternatives InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus - Grok 4.20: Freshservice; alternatives Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSM - Mistral Small: Jira Service Management, TeamDynamix; alternatives Freshservice, ManageEngine ServiceDesk Plus - DeepSeek V4 Flash: Freshservice; alternatives HaloITSM, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus - Llama 4 Maverick: Freshservice; alternatives InvGate Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSM - Qwen 3.7 Flash: Freshservice; alternatives Ivanti Neurons for ITSM, Jira Service Management - Kimi K2: InvGate Service Management, Jira Service Management; alternatives Freshservice, ManageEngine ServiceDesk Plus, TeamDynamix - GLM 4.7 FlashX: Freshservice, InvGate Service Management; alternatives HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SysAid - MiniMax M2.5: InvGate Service Management, TeamDynamix; alternatives Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus - GPT-6 Luna: Freshservice; alternatives Jira Service Management, ServiceNow ITSM - Muse Glimmer 30B: Freshservice; alternatives Jira Service Management, TeamDynamix ## Sources the answers cite 69 of 84 answers came back with a source list, from 14 of 14 models. Sites named in the most answers: - blog.invgate.com: 26 answers, 37 citations - capterra.com: 22 answers, 37 citations - softwareadvice.com: 20 answers, 27 citations - desk365.io: 19 answers, 19 citations - automationanywhere.com: 15 answers, 15 citations - servicedeskinstitute.com: 14 answers, 14 citations - reddit.com: 13 answers, 35 citations - ones.com: 12 answers, 16 citations Pages named in the most answers: - https://desk365.io/blog/best-itsm-tools (19 answers) - https://blog.invgate.com/best-itsm-tools (16 answers) - https://automationanywhere.com/company/blog/best-itsm-tools-software-comparison (15 answers) - https://softwareadvice.com/itsm (12 answers) - https://capterra.com/itsm-software (10 answers) - https://devrev.ai/blog/best-itsm-tools-mid-market (10 answers) - https://servicedeskinstitute.com/resources/mid-market-itsm-platforms (10 answers) - https://teamdynamix.com/blog/best-itsm-tools (10 answers) - https://zigiwave.com/resources/best-itsm-tools (10 answers) - https://blog.invgate.com/best-itsm-software-for-500-employees (9 answers) ## Warned against - ServiceNow ITSM: 36 of 55 labels negative. "What to Avoid - ServiceNow is powerful but typically overkill and over-budget for mid-market companies" (Kimi K2, direct prompt) - BMC Helix ITSM: 12 of 27 labels 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: 10 of 22 labels negative. "Zendesk: Primarily customer-facing support; weaker for internal ITSM use cases." (Kimi K2, paraphrase prompt) - SolarWinds Service Desk: 7 of 15 labels 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) ## Movement since October 2026 Floor: 11 points of share, measured on the calibration repeat. Same leader: Freshservice at 52%. - Jira Service Management: 12% to 23%, +11. Cleared the floor by 0 points · rank 2 of 67, unchanged. - Spiceworks Cloud Help Desk: 7% to 0%, −7. Inside the floor by 4 points · rank 4 → 14 of 67. - Freshservice: 58% to 52%, −6. Inside the floor by 5 points · rank 1 of 67, unchanged. - InvGate Service Management: 2% to 7%, +5. Inside the floor by 6 points · rank 5 → 4 of 67. - TeamDynamix: 0% to 5%, +5. Inside the floor by 6 points · rank 29 → 5 of 67. - ManageEngine ServiceDesk Plus: 11% to 8%, −3. Inside the floor by 8 points · rank 3 of 67, unchanged. - SolarWinds Service Desk: 2% to 0%, −2. Inside the floor by 9 points · rank 8 → 63 of 67. - HaloITSM: 0% to 0%, ±0. Inside the floor by 11 points · rank 14 → 8 of 67. - SysAid: 0% to 0%, ±0. Inside the floor by 11 points · rank 12 → 9 of 67. - Ivanti Neurons for ITSM: 0% to 0%, ±0. Inside the floor by 11 points · rank 64 → 10 of 67. - Zendesk ITSM: 0% to 0%, ±0. Inside the floor by 11 points · rank 13 → 46 of 67. - BMC Helix ITSM: 0% to 0%, ±0. Inside the floor by 11 points · rank 67 → 64 of 67. ## Record - Method: https://www.gane.ai/index/it/methodology - License: CC BY 4.0. Cite as Gane Index, November 2026 Edition, www.gane.ai/index/it.