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. 46 first choices recorded across the direct, paraphrase, budget and scale prompts, fourteen models each.
Standing · first-choice share
65%
Clear leader
65ServiceNow ITSM13Jira Service Management09Freshservice13others
65% of first choices, clear leader.
Since September 2026=heldSince September 2026: 63% → 62%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.ServiceNow ITSM held the lead, ±0 points on 63%, 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.Standing →Enterprise
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.This page
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.Standing →EnterpriseServiceNow ITSM65%Clear leader=heldSince September 2026: 63% → 62%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.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 September 2026
01ServiceNow ITSM65%24%76endorsed leader=heldSince September 2026: 63% → 62%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.63% → 62%
ServiceNow ITSM65%24%76endorsed leader=heldSince September 2026: 63% → 62%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.63% → 62%02
Jira Service Management13%10%61accepted challenger▼−6Since September 2026: 19% → 12%, −6 points. Inside the 11-point floor: within noise. Read over the models both editions asked.19% → 12%
Jira Service Management13%10%61accepted challenger▼−6Since September 2026: 19% → 12%, −6 points. Inside the 11-point floor: within noise. Read over the models both editions asked.19% → 12%03Freshservice9%19%54accepted challenger▲+3Since September 2026: 7% → 10%, +3 points. Inside the 11-point floor: within noise. Read over the models both editions asked.7% → 10%
Freshservice9%19%54accepted challenger▲+3Since September 2026: 7% → 10%, +3 points. Inside the 11-point floor: within noise. Read over the models both editions asked.7% → 10%04HaloITSM9%31%13criticized challenger▲+5Since September 2026: 5% → 10%, +5 points. Inside the 11-point floor: within noise. Read over the models both editions asked.5% → 10%
Show the five products at 0%, ordered by negative rate
09
Zendesk0%58%12criticized 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%58%12criticized 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
ManageEngine ServiceDesk Plus0%32%19criticized challenger▼−2Since September 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.2% → 0%
ManageEngine ServiceDesk Plus0%32%19criticized challenger▼−2Since September 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.2% → 0%05
BMC Helix ITSM0%21%57accepted 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%21%57accepted challenger=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.0% → 0%06
Ivanti Neurons for ITSM0%12%33accepted 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%12%33accepted 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
TeamDynamix0%8%13accepted challenger▼−5Since September 2026: 5% → 0%, −5 points. Inside the 11-point floor: within noise. Read over the models both editions asked.5% → 0%
TeamDynamix0%8%13accepted challenger▼−5Since September 2026: 5% → 0%, −5 points. Inside the 11-point floor: within noise. Read over the models both editions asked.5% → 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 65% of first choices here, so the chart would put eight 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. Three products carry a negative rate above 25% in this category.
What they warned about
Twelve of fourteen models held their first choice under the paraphrase. Llama 4 Maverick 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 ITSM24%
18 of 76 labels negative · 11 of 14 models · 2 hard negative
“What to Avoid for Predictable TCO **ServiceNow** - While the market leader for large enterprises, it requires custom quotes and typically incurs 3-5x implementation costs.” GLM 4.7 FlashX, budget prompt
Freshservice19%
10 of 54 labels negative · 9 of 14 models · 3 hard negative
“Platforms to **Avoid**... hits walls on advanced workflows, multi-departmental CMDB depth, and high-volume SLAs” Grok 4.1 Fast, negative prompt
BMC Helix ITSM21%
12 of 57 labels negative · 8 of 14 models · 4 hard negative
“Traditional On-Premise Legacy Suites (e.g., Legacy BMC Remedy...) ... massive technical debt, complex code structures, and slow, rigid workflows” Gemini 3.5 Flash, negative prompt
SolarWinds Service Desk75%
6 of 8 labels negative · 6 of 14 models · 4 hard negative
“Generally Avoid for Large Enterprises | SolarWinds Service Desk | Better for mid-market; may lack depth for complex enterprise needs” MiniMax M2.5, 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
72 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. 1104 links across 253 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 · InvGate31 answers · 36 citations · 11 models
vendor site · Motadata30 answers · 39 citations · 11 models
vendor site · Atomicwork28 answers · 32 citations · 11 models
vendor site · TeamDynamix28 answers · 30 citations · 12 models
vendor site · ONES.com26 answers · 51 citations · 11 models
vendor site · Freshworks24 answers · 30 citations · 9 models
23 answers · 26 citations · 11 models
vendor site · Virima23 answers · 23 citations · 12 models
vendor site · ServiceNow21 answers · 30 citations · 8 models
19 answers · 25 citations · 8 models
vendor site · Atlassian18 answers · 23 citations · 8 models
vendor site · Ivanti17 answers · 30 citations · 11 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.
28 answers · 12 models
21 answers · 10 models
21 answers · 12 models
20 answers · 9 models
19 answers · 11 models
19 answers · 9 models
15 answers · 10 models
14 answers · 7 models
14 answers · 7 models
14 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 |
|---|---|---|---|---|---|---|---|---|
| ServiceNow parent site ServiceNow ITSM 65% | 65% | 231 | 135,000 | 13,451 | ||||
| Jira atlassian.com Jira Service Management 13% | 13% | 292 | 6,600 | 188 | 4,724,388 company | $5,906 | 61 | 5 |
| Freshservice freshworks.com | 9% | 381 | 8,100 | 221 | 111,586 | $14,486 | 113 | |
| HaloITSM | 9% | 880 | 32 | |||||
| Jira Service Management Data Center | 2% | |||||||
| TeamSupport teamsupport.com | 2% | 5 | 1,000 | 1 | 19,052 | 6 | ||
| BMC Helix bmc.com BMC Helix ITSM 0% | 0% | 97 | 320 | 4 | 188,432 company | $29 | 63 | |
| Ivanti parent site Ivanti Neurons for ITSM 0% | 0% | 56 | 9,900 | 636 | ||||
| TeamDynamix teamdynamix.com | 0% | 23 | 4,400 | 63 | 1,482,633 | $1,518 | 20 | 7 |
| InvGate invgate.com InvGate Service Management 0% | 0% | 37 | 50 | 0 | 174,187 company | $2,579 | 67 |
Google's top ten for the three searches hold 14 sites; 4 of them are among the sites the models cited here (atlassian.com, gartner.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: Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSM, SolarWinds Service Desk
Five alternatives
BMC Helix ITSM, Cherwell, Ivanti Neurons for ITSM, Jira Service Management, Micro Focus (formerly HPE) Service ManagementThree alternatives
Freshservice, Jira Service Management, SyncroFour alternatives
BMC Helix ITSM, Freshservice, Jira Service Management, TeamDynamixOne alternative
FreshserviceGPT-5.4 miniServiceNow ITSMagainst: Freshservice, ManageEngine ServiceDesk Plus, SolarWinds Service DeskServiceNow ITSMHeldServiceNow ITSMJira Service Management Data Centeragainst: ServiceNow ITSMno first choicenothing named
Three alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service ManagementThree alternatives
BMC Helix ITSM, Freshservice, Jira Service ManagementFour alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service Management, TOPdeskGemini 3.5 FlashServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMHaloITSMagainst: Jira Service Management, ServiceNow ITSMJira Service Managementagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Broadcom, Cherwell Service Management, GLPI, OTRS, OpenText Service Manager, ServiceNow ITSM, Spiceworks Cloud Help Desk, SysAid, Zendesk, iTop
Five alternatives
Freshservice, HaloITSM, Ivanti Neurons for ITSM, Jira Service Management, XurrentThree alternatives
Freshservice, Jira Service Management, TeamDynamixSix alternatives
BMC Helix ITSM, Freshservice, HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, TeamDynamixTwo alternatives
OpenText SMAX, TeamDynamixTwo alternatives
Freshservice, TeamDynamixPerplexity SonarServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMHaloITSMagainst: ServiceNow ITSMno first choiceagainst: BMC Helix ITSM, Freshservice, Freshworks, Jira Service Management, ServiceNow ITSM, TOPdesk, Zendesk
Four alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, TeamDynamix, XurrentThree alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, ZendeskFour alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service Management, TeamDynamixOne alternative
InvGate Service ManagementGrok 4.1 FastServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMJira Service Managementagainst: ServiceNow ITSMno first choiceagainst: Atomicwork, BMC Helix ITSM, Freshservice, GLPI, HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SysAid, Zendesk, osTicket
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
BMC Helix ITSM, Freshservice, ManageEngine ServiceDesk PlusMistral SmallServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMServiceNow ITSMno first choiceagainst: HaloITSM, Hornbill, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, Xurrent
Two alternatives
BMC Helix ITSM, InvGate Service ManagementFour alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementFour alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service ManagementOne alternative
TeamDynamixDeepSeek V4 FlashServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMagainst: ZendeskServiceNow ITSMno first choiceagainst: BMC Helix ITSM, Cherwell, Freshservice, HP Service Manager, Jira Service Management, Micro Focus (OpenText) Service Manager, ServiceNow ITSM, SysAid, Zendesk
Three alternatives
BMC Helix ITSM, 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 ManagementOne alternative
Jira Service ManagementThree alternatives
Freshservice, Jira Service Management, ServiceNow ITSMLlama 4 MaverickServiceNow ITSMTeamSupportChangedno first choiceServiceNow ITSMno first choicenothing named
Two alternatives
SolarWinds Service Desk, TeamDynamixTwo alternatives
Motadata, ZendeskOne alternative
InvGate Service ManagementQwen 3.7 FlashServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMFreshserviceagainst: BMC Helix ITSM, ServiceNow ITSMno first choiceagainst: BMC Helix / Remedy, Freshservice, HaloITSM, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM
Three alternatives
Freshservice, Jira Service Management, ManageEngine ServicePlusTwo alternatives
Freshservice, Jira Service ManagementThree alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service ManagementOne alternative
Jira Service ManagementKimi K2ServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMJira Service Managementagainst: ServiceNow ITSMFreshservice, Jira Service Managementagainst: HubSpot Service Hub, Zendeskagainst: BMC Helix / Remedy, Cherwell, Ivanti Neurons for ITSM, ServiceNow ITSM
Three alternatives
BMC Helix ITSM, Freshservice, Jira Service ManagementTwo alternatives
Freshservice, Jira Service ManagementFive alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Freshservice, ManageEngine ServiceDesk PlusOne alternative
ServiceNow ITSMGLM 4.7 FlashXServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMHaloITSMagainst: BMC Helix ITSM, ManageEngine ServiceDesk Plus, ServiceNow ITSMno first choiceagainst: Freshservice, SysAidagainst: BMC Helix ITSM, Freshservice, HaloITSM, Hornbill, ServiceNow ITSM, SolarWinds Service Desk, TeamDynamix
Three alternatives
BMC Helix ITSM, InvGate Service Management, Jira Service ManagementOne alternative
ManageEngine ServiceDesk PlusSeven alternatives
BMC Helix ITSM, Cherwell ITSM, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SysAidOne alternative
Jira Service ManagementMiniMax M2.5no first choiceFreshservice, ServiceNow ITSMChangedServiceNow ITSMFreshservice, Jira Service Managementno first choiceagainst: BMC Helix ITSM, Freshservice, ManageEngine ServiceDesk Plus, ServiceNow ITSM, SolarWinds Service Desk
Two alternatives
BMC Helix ITSM, Jira Service ManagementThree alternatives
BMC Helix ITSM, Freshservice, Ivanti Neurons for ITSMTwo alternatives
BMC Helix ITSM, ServiceNow ITSMGPT-6 LunaServiceNow ITSMServiceNow ITSMHeldBMC Helix ITSM, ServiceNow ITSMJira Service Managementno first choiceagainst: Cherwell Service Management, Ivanti Neurons for ITSM, Jira Service Management Cloud, Salesforce Agentforce IT Service, ServiceNow ITSM
Two alternatives
Freshservice, Jira Service ManagementTwo alternatives
Freshservice, Jira Service ManagementFive alternatives
Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, OpenText SMAXOne alternative
FreshserviceFour alternatives
Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSMMuse Glimmer 30BServiceNow ITSMServiceNow ITSMHeldServiceNow ITSMagainst: Cherwell Service ManagementServiceNow ITSMagainst: BMC Helix ITSMno first choiceagainst: Atera, BMC Helix ITSM, Cherwell Service Management, Freshservice, SolarWinds Service Desk, Zendesk
One alternative
BMC Helix ITSMTwo alternatives
BMC Helix ITSM, Jira Service ManagementThree alternatives
BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service ManagementThree alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk PlusBold 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 10:21 | no | 0 | 5 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 08:05 | yes | 4 | 5 s |
| Direct recommendation | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 11:34 | yes | 17 | 31 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-10-01 13:44 | yes | 20 | 5 s |
| Direct recommendation | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 11:15 | yes | 24 | 9 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 13:50 | yes | 12 | 10 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 11:08 | yes | 22 | 43 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 07:41 | yes | 5 | 1 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 11:46 | no | 0 | 26 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 13:30 | yes | 15 | 24 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 09:08 | yes | 24 | 38 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 09:57 | no | 0 | 48 s |
| Direct recommendation | GPT-6 Luna | gpt-6-luna | 2026-10-01 10:30 | yes | 4 | 19 s |
| Direct recommendation | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 09:09 | yes | 12 | 16 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 12:40 | yes | 16 | 8 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 13:13 | yes | 2 | 5 s |
| Paraphrase | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 10:19 | yes | 8 | 22 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-10-01 12:23 | yes | 18 | 4 s |
| Paraphrase | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 12:50 | yes | 20 | 7 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 10:18 | no | 0 | 6 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 10:00 | yes | 24 | 21 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 12:20 | yes | 5 | 1 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 09:25 | no | 0 | 35 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 09:04 | yes | 15 | 25 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 10:07 | yes | 20 | 39 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 13:38 | yes | 10 | 25 s |
| Paraphrase | GPT-6 Luna | gpt-6-luna | 2026-10-01 13:04 | yes | 3 | 12 s |
| Paraphrase | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 07:27 | yes | 14 | 17 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 12:06 | yes | 9 | 9 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 10:14 | yes | 7 | 13 s |
| Comparative | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 11:38 | yes | 20 | 39 s |
| Comparative | Perplexity Sonar | sonar | 2026-10-01 08:46 | yes | 20 | 4 s |
| Comparative | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 10:05 | yes | 24 | 9 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 10:16 | yes | 20 | 11 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 12:48 | yes | 25 | 50 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 13:53 | yes | 5 | 3 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 09:36 | yes | 20 | 48 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 11:03 | yes | 18 | 30 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 08:50 | no | 0 | 37 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 09:38 | yes | 23 | 53 s |
| Comparative | GPT-6 Luna | gpt-6-luna | 2026-10-01 12:34 | yes | 8 | 28 s |
| Comparative | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 08:17 | yes | 24 | 44 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 10:03 | yes | 16 | 9 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 12:36 | no | 0 | 4 s |
| Budget constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 07:45 | yes | 23 | 30 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-10-01 13:00 | yes | 20 | 4 s |
| Budget constrained | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 12:30 | yes | 24 | 9 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 09:13 | yes | 5 | 3 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 10:48 | yes | 13 | 32 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 11:05 | yes | 5 | 2 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 11:59 | yes | 12 | 76 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 11:33 | yes | 19 | 28 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 12:29 | yes | 24 | 128 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 09:11 | no | 0 | 62 s |
| Budget constrained | GPT-6 Luna | gpt-6-luna | 2026-10-01 10:25 | yes | 2 | 10 s |
| Budget constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 13:27 | yes | 17 | 32 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 09:05 | yes | 18 | 13 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 08:59 | no | 0 | 7 s |
| Scale constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 07:36 | yes | 9 | 36 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-10-01 09:25 | yes | 20 | 5 s |
| Scale constrained | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 10:00 | yes | 18 | 14 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 11:26 | no | 0 | 9 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 12:44 | yes | 24 | 50 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 11:54 | yes | 5 | 2 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 10:53 | no | 0 | 37 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 10:43 | yes | 24 | 38 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 12:07 | yes | 24 | 76 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 08:30 | yes | 5 | 34 s |
| Scale constrained | GPT-6 Luna | gpt-6-luna | 2026-10-01 12:21 | yes | 6 | 27 s |
| Scale constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 09:49 | yes | 14 | 32 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-10-01 13:51 | yes | 18 | 9 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-10-01 10:20 | no | 0 | 4 s |
| Negative framing | Gemini 3.5 Flash | gemini-3.5-flash | 2026-10-01 08:48 | yes | 23 | 23 s |
| Negative framing | Perplexity Sonar | sonar | 2026-10-01 08:13 | yes | 25 | 5 s |
| Negative framing | Grok 4.1 Fast | spacexai/grok-4.1-fast-non-reasoning via vertex | 2026-10-01 13:53 | yes | 22 | 11 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-10-01 10:56 | yes | 5 | 5 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-10-01 09:59 | yes | 21 | 37 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-10-01 11:04 | yes | 5 | 1 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-10-01 11:12 | yes | 7 | 60 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-10-01 10:03 | yes | 25 | 38 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-10-01 08:22 | yes | 22 | 251 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-10-01 11:43 | yes | 18 | 44 s |
| Negative framing | GPT-6 Luna | gpt-6-luna | 2026-10-01 12:48 | yes | 5 | 23 s |
| Negative framing | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-10-01 07:28 | yes | 24 | 35 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 read as Jira Service Management
BMC read as BMC Helix ITSM
BMC Helix read as BMC Helix ITSM
BMC Helix (BMC ITSM) read as BMC Helix ITSM
BMC Helix (Remedy) read as BMC Helix ITSM
BMC Helix (formerly BMC Remedy) read as BMC Helix ITSM
HubSpot read as HubSpot Service Hub
Ivanti read as Ivanti Neurons for ITSM
Ivanti (formerly Cherwell) read as Ivanti Neurons for ITSM
Ivanti ITSM read as Ivanti Neurons for ITSM
Ivanti ITSM (formerly Tempo) read as Ivanti Neurons for ITSM
Ivanti Neurons read as Ivanti Neurons for ITSM
Jira read as Jira Service Management
ManageEngine read as ManageEngine ServiceDesk Plus
Remedy read as BMC Helix ITSM
ServiceNow 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
Unresolved, counted raw
Cherwell ITSM
Ivanti Service Desk
Jira Service Management Cloud
ManageEngine ServicePlus
Micro Focus (OpenText) Service Manager
Micro Focus (formerly HPE) Service Management
Microsoft Dynamics 365 for Customer Service / Dynamics 365 ITSM
Microsoft Service Manager / Power Platform solutions
OpenText Service Manager
Salesforce Agentforce IT Service
Zendesk Sunshine
Discontinued, still offered
No shut-down product was recommended here.