IT service management
Asked as “ITSM platform”, and as “IT service desk and ticketing tool”, on behalf of a mid-market B2B company. 57 first choices recorded across the direct, paraphrase, budget and scale prompts, fourteen models each.
Standing · first-choice share
58%
Clear leader
58Freshservice12Jira Service Management11ManageEngine ServiceDesk Plus19others
58% of first choices, clear leader.
Since September 2026=heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.Freshservice held the lead, ±0 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
Freshservice47%Clear leader▲+5Since September 2026: 39% → 44%, +5 points. Inside the 11-point floor: within noise. Read over the models both editions asked.Standing →Mid-marketFreshservice58%Clear leader=heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.This pageEnterprise
ServiceNow ITSM65%Clear leader=heldSince September 2026: 63% → 62%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.Standing →
Freshservice47%Clear leader▲+5Since September 2026: 39% → 44%, +5 points. Inside the 11-point floor: within noise. Read over the models both editions asked.Standing →Mid-marketFreshservice58%Clear leader=heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.This pageEnterpriseServiceNow ITSM65%Clear leader=heldSince September 2026: 63% → 62%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.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 September 2026
01Freshservice58%2%66endorsed leader=heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.58% → 58%
Freshservice58%2%66endorsed leader=heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.58% → 58%02
Jira Service Management12%8%64accepted challenger▼−11Since September 2026: 21% → 10%, −11 points. Inside the 11-point floor: within noise. Read over the models both editions asked.21% → 10%
Jira Service Management12%8%64accepted challenger▼−11Since September 2026: 21% → 10%, −11 points. Inside the 11-point floor: within noise. Read over the models both editions asked.21% → 10%03
ManageEngine ServiceDesk Plus11%7%44accepted challenger▲+2Since September 2026: 10% → 12%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.10% → 12%
ManageEngine ServiceDesk Plus11%7%44accepted challenger▲+2Since September 2026: 10% → 12%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.10% → 12%04
Spiceworks Cloud Help Desk7%10%10accepted challenger▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.6% → 8%
Spiceworks Cloud Help Desk7%10%10accepted challenger▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.6% → 8%05
InvGate Service Management2%0%12accepted challenger=heldSince September 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.2% → 2%
InvGate Service Management2%0%12accepted challenger=heldSince September 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.2% → 2%06
SolarWinds Service Desk2%29%14criticized challenger▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 2%
SolarWinds Service Desk2%29%14criticized challenger▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 2%Show the five products at 0%, ordered by negative rate
11ServiceNow ITSM0%63%57criticized challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%
ServiceNow ITSM0%63%57criticized challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%10
BMC Helix ITSM0%48%31criticized challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%
BMC Helix ITSM0%48%31criticized challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%09
Ivanti Neurons for ITSM0%43%21criticized challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%
Ivanti Neurons for ITSM0%43%21criticized challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%08
Zendesk0%12%17accepted challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%
Zendesk0%12%17accepted challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%07
SysAid0%7%15accepted challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%
SysAid0%7%15accepted challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.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 is noise, and both are shown. Movement is read over the twelve models both editions asked; GPT-6 Luna, Muse Glimmer 30B joined this edition and are in the standing but not yet in the comparison. 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 fifteen head-to-head pages: the top six products, each against each
Freshservice vs InvGate Service ManagementFreshservice vs SolarWinds Service DeskJira Service Management vs ManageEngine ServiceDesk PlusJira Service Management vs Spiceworks Cloud Help DeskJira Service Management vs InvGate Service ManagementJira Service Management vs SolarWinds Service DeskManageEngine ServiceDesk Plus vs Spiceworks Cloud Help DeskManageEngine ServiceDesk Plus vs InvGate Service ManagementManageEngine ServiceDesk Plus vs SolarWinds Service DeskSpiceworks Cloud Help Desk vs InvGate Service ManagementSpiceworks Cloud Help Desk vs SolarWinds Service DeskInvGate Service Management vs SolarWinds Service Desk
One product takes 58% of first choices here, so the chart would put ten 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
Ten of fourteen models held their first choice under the paraphrase. Mistral Small, Llama 4 Maverick, Qwen 3.7 Flash 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 ITSM63%
36 of 57 labels negative · 14 of 14 models · 8 hard negative
“Do not default to ServiceNow just because it's the market leader. For a 500-person company, the platform is almost always overkill, highly expensive” Gemini 3.5 Flash, scale prompt
BMC Helix ITSM48%
15 of 31 labels negative · 10 of 14 models · 6 hard negative
“"Avoid BMC Helix (previously known as Remedy). It's filled with glitches and, even after more than two years, still isn't functioning properly."” Muse Glimmer 30B, negative prompt
Ivanti Neurons for ITSM43%
9 of 21 labels negative · 9 of 14 models · 3 hard negative
“Legacy/Glitchy Options (e.g., SolarWinds Service Desk, Ivanti Neurons)... Dated interfaces and bugs” Grok 4.1 Fast, negative prompt
Jira Service Management8%
5 of 64 labels negative · 5 of 14 models
“good fit for Atlassian-centric teams, but the listed drawbacks are **limited mobile functionality**, **complex setup for beginners**, and **expensive higher-tier plans**” Perplexity Sonar, negative prompt
What they cite
Citations exist only for the models that return a source list: fourteen of the fourteen in this edition, and all six flagship models on the expanded tier.
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. 926 links across 207 sites, every framing counted. Ranked by the number of answers carrying the site or page. 11 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 · InvGate34 answers · 47 citations · 12 models
vendor site · Motadata26 answers · 33 citations · 11 models
vendor site · Freshworks23 answers · 32 citations · 10 models
23 answers · 23 citations · 10 models
20 answers · 20 citations · 6 models
vendor site · Atomicwork19 answers · 21 citations · 9 models
vendor site · ONES.com16 answers · 22 citations · 9 models
vendor site · Rework16 answers · 18 citations · 9 models
vendor site · Virima16 answers · 17 citations · 9 models
vendor site · G215 answers · 24 citations · 8 models
15 answers · 20 citations · 10 models
13 answers · 22 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.
23 answers · 10 models
20 answers · 10 models
20 answers · 6 models
18 answers · 9 models
14 answers · 6 models
14 answers · 8 models
11 answers · 8 models
11 answers · 7 models
11 answers · 7 models
10 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 |
|---|---|---|---|---|---|---|---|---|
| Freshworks freshworks.com Freshservice 58%, Freshworks 0% | 58% | 381 | 8,100 | 221 | 111,586 | $14,486 | 113 | |
| Jira atlassian.com Jira Service Management 12% | 12% | 292 | 6,600 | 188 | 4,724,388 company | $5,906 | 61 | 5 |
| ManageEngine parent site ManageEngine ServiceDesk Plus 11% | 11% | 115 | 8,100 | 675 | ||||
| Spiceworks spiceworks.com Spiceworks Cloud Help Desk 7% | 7% | 30 | 5,400 | 122 | 2,284,947 company | |||
| InvGate invgate.com InvGate Service Management 2% | 2% | 37 | 50 | 0 | 174,187 company | $2,579 | 67 | |
| GLPI glpi-project.org | 2% | 39 | 4,400 | 142 | 2,794 | |||
| iTop | 2% | 1,000 | 53 | |||||
| SolarWinds parent site SolarWinds Service Desk 2% | 2% | 52 | 14,800 | 1,396 | ||||
| Hiver hiverhq.com | 2% | 3 | 2,900 | 325 | 46,412 | 29 | ||
| ManageEngine ServiceDesk Plus Free | 2% |
Google's top ten for the three searches hold 14 sites; 2 of them are among the sites the models cited here (alloysoftware.com, reddit.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 4.5FreshserviceFreshserviceHeldServiceNow ITSMagainst: Ivanti Neurons for ITSMManageEngine ServiceDesk Plusno first choiceagainst: Freshservice, Jira Service Management, ServiceNow ITSM
Three alternatives
InvGate Service Management, ManageEngine ServiceDesk Plus, SysAidOne alternative
ServiceDesk PlusThree alternatives
BMC Helix ITSM, Freshservice, Jira Service ManagementFour alternatives
Freshservice, Jira Service Management, Spiceworks Cloud Help Desk, SysAidGPT-5.4 miniFreshserviceagainst: ServiceNow ITSMFreshserviceHeldServiceNow ITSMFreshservice, Spiceworks Cloud Help Deskagainst: ServiceNow ITSMno first choiceagainst: Ivanti Neurons for ITSM
Two alternatives
Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Jira Service Management, ServiceNow ITSM, ZendeskFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusGemini 3.5 FlashFreshserviceagainst: BMC Helix ITSM, ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMJira Service Management, ManageEngine ServiceDesk PlusFreshserviceagainst: ServiceNow ITSMagainst: BMC Helix ITSM, CA Service Management, Cherwell Service Management, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM
Four alternatives
HaloITSM, InvGate Service Management, Jira Service Management, SysAidFour alternatives
HubSpot Service Hub, Jira Service Management, SysAid, Zendesk ServiceFive alternatives
BMC Helix ITSM, Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus, TeamDynamixThree alternatives
Freshservice, GLPI, Spiceworks Cloud Help DeskFour alternatives
HaloITSM, InvGate Service Management, Jira Service Management, SysAidPerplexity SonarFreshserviceFreshserviceHeldno first choiceManageEngine ServiceDesk Plus, Spiceworks Cloud Help Deskno first choiceagainst: BMC Helix / Remedy, Jira Service Management, ServiceNow ITSM
Four alternatives
BMC Helix ITSM, Jira Service Management, ServiceDesk Plus, SysAidTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusOne alternative
FreshserviceGrok 4.1 FastFreshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMSpiceworks Cloud Help DeskFreshserviceagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM, SolarWinds Service Desk, SysAid
Three alternatives
InvGate Service Management, Jira Service Management, SysAidThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, ZendeskFour alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementThree alternatives
GLPI, Jira Service Management, ManageEngine ServiceDesk PlusFour alternatives
HaloITSM, InvGate Service Management, Jira Service Management, SysAidMistral SmallFreshserviceno first choiceChangedno first choiceManageEngine ServiceDesk Plusno first choiceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM, SolarWinds Service Desk
Two alternatives
Jira Service Management, SolarWinds Service DeskTwo alternatives
Alloy Navigator, FreshserviceDeepSeek V4 FlashFreshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMagainst: ZendeskManageEngine ServiceDesk Plusagainst: ServiceNow ITSMFreshservice, InvGate Service Managementagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ManageEngine ServiceDesk Plus, ServiceNow ITSM, SolarWinds Service Desk, Spiceworks Cloud Help Desk
Two alternatives
Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, ZendeskFour alternatives
BMC Helix ITSM, Freshservice, Jira Service Management, ManageEngine ServiceDesk PlusFour alternatives
Freshservice, InvGate Service Management, Jira Service Management, Zoho DeskTwo alternatives
Jira Service Management, SysAidLlama 4 MaverickFreshservice, Hiver, ManageEngine ServiceDesk Plusno first choiceChangedno first choiceSolarWinds Service Deskno first choiceagainst: BMC Helix ITSM, ServiceNow ITSM
Two alternatives
ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskQwen 3.7 FlashFreshservice, Jira Service Managementagainst: ServiceNow ITSMFreshserviceChangedagainst: ServiceNow ITSMServiceNow ITSMagainst: BMC Helix ITSMFreshserviceFreshserviceagainst: BMC Helix ITSM, ServiceNow ITSMagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, NinjaOne, ServiceNow ITSM, SolarWinds Service Desk
Two alternatives
Jira Service Management, ManageEngine ServiceDesk PlusFour alternatives
Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds SDPlusKimi K2Freshserviceagainst: BMC Helix ITSM, ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMGLPI, iTopFreshservice, Jira Service Managementagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Cherwell Service Management, Ivanti Neurons for ITSM, Jira Service Management, ServiceDesk Plus, ServiceNow ITSM, Zendesk
Two alternatives
Jira Service Management, ManageEngine ServiceDesk PlusFour alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ZendeskFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusFour alternatives
Alloy Navigator, Freshservice, InvGate Service Management, ManageEngine ServiceDesk PlusGLM 4.7 FlashXFreshserviceFreshserviceHeldServiceNow ITSMOTRS Community, Spiceworks Cloud Help Deskno first choiceagainst: BMC Helix ITSM, HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM, TeamDynamix
Two alternatives
Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Jira Service Management, ZendeskThree alternatives
BMC Helix ITSM, Freshservice, Jira Service ManagementSix alternatives
Combodo iTop, Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, monday serviceMiniMax M2.5Freshservice, Jira Service Managementagainst: ServiceNow ITSMFreshserviceChangedagainst: ServiceNow ITSMServiceNow ITSMJira Service Managementagainst: BMC Helix ITSMno first choiceagainst: ServiceNow ITSMagainst: BMC Helix ITSM, ServiceNow ITSM, Zendesk for ITSM
One alternative
Jira Service ManagementSix alternatives
BMC Helix ITSM, Cherwell Service Management, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, SolarWinds ServiceDeskFive alternatives
Freshservice, GLPI, ManageEngine ServiceDesk Plus, OTRS, iTopGPT-6 LunaFreshserviceagainst: ServiceNow ITSMFreshserviceHeldno first choiceJira Service Managementno first choiceagainst: Cherwell Service Management, Jira Service Management Data Center, Jira Service Management Server, Older BMC Remedy / Helix on-prem versions
Two alternatives
Jira Service Management, ManageEngine ServiceDesk PlusOne alternative
Jira Service ManagementSix alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSMTwo alternatives
Freshservice, ManageEngine ServiceDesk PlusMuse Glimmer 30BFreshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ServiceNow ITSMServiceNow ITSMJira Service Management, ManageEngine ServiceDesk Plus Freeno first choiceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM
Three alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, ZendeskOne alternative
Jira Service ManagementFour alternatives
BMC Helix ITSM, Freshservice, Freshworks, Jira Service ManagementFour alternatives
Freshservice, GLPI, HappyFox, iTopBold 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. Full answer text is in the free responses file. Download the record
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 | 2026-10-01 10:10 | yes | 9 | 8 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 13:13 | yes | 4 | 5 s |
| Direct recommendation | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 08:20 | yes | 14 | 25 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-10-01 08:41 | yes | 19 | 2 s |
| Direct recommendation | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 10:06 | yes | 17 | 11 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 13:11 | yes | 5 | 5 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 10:41 | yes | 23 | 29 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 08:44 | yes | 5 | 2 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 12:08 | yes | 9 | 19 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 12:03 | yes | 10 | 21 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 07:46 | yes | 14 | 28 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 07:27 | no | 0 | 11 s |
| Direct recommendation | GPT-6 Luna | gpt-6-luna | 2026-10-01 08:29 | yes | 4 | 23 s |
| Direct recommendation | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 10:14 | yes | 13 | 28 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 08:52 | yes | 9 | 7 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 11:37 | yes | 3 | 5 s |
| Paraphrase | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 13:12 | yes | 10 | 19 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-10-01 10:17 | yes | 18 | 3 s |
| Paraphrase | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 12:00 | yes | 15 | 4 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 09:07 | no | 0 | 1 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 11:20 | yes | 19 | 20 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 09:31 | yes | 5 | 1 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 08:08 | no | 0 | 29 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 12:09 | yes | 18 | 22 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 11:41 | yes | 14 | 42 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 12:10 | yes | 10 | 45 s |
| Paraphrase | GPT-6 Luna | gpt-6-luna | 2026-10-01 13:32 | yes | 3 | 18 s |
| Paraphrase | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 13:12 | yes | 13 | 22 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 09:12 | yes | 9 | 9 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 11:29 | yes | 4 | 10 s |
| Comparative | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 09:42 | yes | 11 | 20 s |
| Comparative | Perplexity Sonar | sonar | 2026-10-01 10:14 | yes | 15 | 5 s |
| Comparative | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 09:40 | yes | 24 | 8 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 11:30 | yes | 10 | 9 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 12:28 | yes | 22 | 49 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 11:11 | yes | 5 | 3 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 07:41 | yes | 9 | 26 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 09:08 | yes | 15 | 28 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 10:46 | yes | 23 | 51 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 07:55 | yes | 25 | 58 s |
| Comparative | GPT-6 Luna | gpt-6-luna | 2026-10-01 08:03 | yes | 8 | 39 s |
| Comparative | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 09:47 | yes | 13 | 32 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 11:16 | yes | 9 | 8 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 07:51 | yes | 3 | 5 s |
| Budget constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 13:09 | yes | 12 | 24 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-10-01 09:11 | yes | 25 | 5 s |
| Budget constrained | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 13:39 | yes | 13 | 6 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 11:26 | yes | 5 | 2 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 13:49 | yes | 25 | 36 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 08:13 | yes | 5 | 1 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 13:01 | no | 0 | 30 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 09:57 | yes | 13 | 25 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 08:40 | yes | 14 | 24 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 07:47 | no | 0 | 33 s |
| Budget constrained | GPT-6 Luna | gpt-6-luna | 2026-10-01 08:03 | yes | 3 | 20 s |
| Budget constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 10:41 | yes | 14 | 23 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 12:39 | no | 0 | 6 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 12:06 | no | 0 | 9 s |
| Scale constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 13:25 | yes | 10 | 24 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-10-01 10:44 | yes | 19 | 3 s |
| Scale constrained | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 11:37 | yes | 15 | 8 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 11:54 | no | 0 | 8 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 12:57 | yes | 22 | 57 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 10:03 | yes | 5 | 2 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 11:50 | no | 0 | 31 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 09:06 | yes | 15 | 31 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 09:37 | yes | 10 | 15 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 10:19 | yes | 5 | 15 s |
| Scale constrained | GPT-6 Luna | gpt-6-luna | 2026-10-01 11:01 | yes | 2 | 16 s |
| Scale constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 08:08 | no | 0 | 7 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 07:39 | yes | 18 | 8 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 07:37 | yes | 5 | 6 s |
| Negative framing | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 12:47 | yes | 15 | 30 s |
| Negative framing | Perplexity Sonar | sonar | 2026-10-01 13:25 | yes | 20 | 3 s |
| Negative framing | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 13:37 | yes | 24 | 10 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 13:17 | yes | 5 | 4 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 07:41 | yes | 23 | 53 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 10:22 | yes | 5 | 2 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 12:43 | yes | 5 | 32 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 09:09 | yes | 25 | 24 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 09:04 | yes | 22 | 56 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 12:16 | yes | 20 | 33 s |
| Negative framing | GPT-6 Luna | gpt-6-luna | 2026-10-01 13:35 | yes | 4 | 24 s |
| Negative framing | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 12:44 | yes | 15 | 19 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
BMC read as BMC Helix ITSM
BMC Helix read as BMC Helix ITSM
BMC Helix (formerly Remedy) read as BMC Helix ITSM
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
ServiceNow read as ServiceNow ITSM
ServiceNow IT Service Management read as ServiceNow ITSM
Spiceworks read as Spiceworks Cloud Help Desk
Unresolved, counted raw
CA Service Management (CA SDM)
Combodo iTop
FreeScout
HaloPSA
Jira Service Management Server
ManageEngine ServiceDesk Plus Free
Mattermost
Older BMC Remedy / Helix on-prem versions
ServiceNow Express
SolarWinds SDPlus
SolarWinds ServiceDesk
SupportBee
SyncroSecure
Zendesk Service
Zendesk for ITSM
Discontinued, still offered
No shut-down product was recommended here.