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IT service management · September 2026 Edition
Jira Service Management vs ManageEngine ServiceDesk Plus
Three of twelve models named Jira Service Management first on the direct prompt; zero named ManageEngine ServiceDesk Plus. Jira Service Management was named by twelve of the twelve models and ManageEngine ServiceDesk Plus by eleven and Jira Service Management carries 53 labels and ManageEngine ServiceDesk Plus 33, so the shares are not directly comparable.
Named in three categories this edition.
Named in one category this edition.
First-choice share21%10%Of first choices across the direct, paraphrase, budget and scale prompts, 0 to 100.
Negative rate6%15%Negative labels as a share of the product's labels, 0 to 100.
Rank in category#2#3A position in a field of 12; printed, not drawn.
Labels5333A count; the two differ.
The two percentage rows are drawn on one 0 to 100 track, Jira Service Management reading right to left. Rank and label count are printed, not drawn.Freshservice was named alongside these two in twelve of the twelve direct answers. Freshservice vs Jira Service Management · Freshservice vs ManageEngine ServiceDesk Plus
Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all twelve models, for a mid-market B2B company; rank is within the category; every quote names the model and the prompt it came from. Both figures come from the IT service management page.
By framing
How many of the twelve models made each the first choice, per way of asking, and how many argued against it.
Jira Service ManagementFirst choices, of twelve modelsManageEngine ServiceDesk Plus
Direct30
Paraphrase30
Comparative20
Budget-constrained35
Scale-constrained101 against ManageEngine ServiceDesk Plus
Negative103 against Jira Service Management · 4 against ManageEngine ServiceDesk Plus
Bars are first choices, 0 to 12 each sideModels that argued againstA model can name both, so the two sides of a row do not sum to twelve.
The direct prompt
The plain question, one answer per model, grouped by where Jira Service Management and ManageEngine ServiceDesk Plus stood in it.
Jira Service Management first, ManageEngine ServiceDesk Plus not the choice
3 of 12 modelsManageEngine ServiceDesk Plus was named in the answer but not as the choice, or not at all.GPT-5.4 miniJira Service Management alternatives: Freshservice, ServiceNow
Gemini 3.5 FlashFreshservice, Jira Service Management alternatives: HaloITSM, InvGate Service Management
MiniMax M2.5Freshservice, Jira Service Management alternatives: ServiceNow
Neither was the first choice, one was named
6 of 12 modelsThe answer put something else first and named one of the two as an alternative.Perplexity SonarFreshservice alternatives: InvGate Service Management, Jira Service Management, Motadata ServiceOps, SysAid, TOPdesk
Grok 4.1 FastFreshservice alternatives: InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, TeamDynamix
DeepSeek V4 FlashFreshservice, InvGate Service Management alternatives: Jira Service Management, ManageEngine ServiceDesk Plus, TOPdesk
Qwen 3.7 FlashFreshservice alternatives: InvGate Service Management, Jira Service Management
Kimi K2Freshservice alternatives: Jira Service Management, ManageEngine ServiceDesk Plus, SysAid
GLM 4.7 FlashXFreshservice alternatives: InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk
Neither was named
3 of 12 modelsThe answer made no first choice from these two in this category.Claude Haiku 4.5Freshservice alternatives: InvGate Service Management, SysAid
Mistral SmallFreshservice alternatives: EasyVista, Motadata ServiceOps, SysAid
Llama 4 MaverickFreshservice alternatives: EasyVista, SysAid
Bold names in an answer are the products the judge labeled a first choice; a model naming several gives each of them that label. The full answer text for every row is in the record.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment and they are never added together. The figures above are the mid-market standing, which is the one the category orders by.
Small business
ManageEngine ServiceDesk Plus leads by two points.
ManageEngine ServiceDesk Plus16%#2 of 12Jira Service Management14%#3 of 12Mid-marketThe figures above
The order flips: Jira Service Management leads at mid-market.
Jira Service Management21%#2 of 12ManageEngine ServiceDesk Plus10%#3 of 12Enterprise
Jira Service Management leads by sixteen points.
Jira Service Management19%#2 of 8ManageEngine ServiceDesk Plus2%#5 of 8What the models said about Jira Service Management
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Four of five in this category shown.
“Be Cautious (Solid but Significant Drawbacks): Jira Service Management ... Steep learning curve” Grok 4.1 Fast · negative prompt · soft negative
“If your B2B company has an internal software development, product, or engineering team that already uses Jira, JSM is almost always the best choice.” Gemini 3.5 Flash · paraphrase prompt · first choice
“Best overall "mid‑market" ITSM platform in 2024‑2025: Jira Service Management (for dev‑centric orgs) or Freshservice” MiniMax M2.5 · direct prompt · first choice
“JSM is the preferred platform for technology-first organizations, rapidly scaling companies, and software-led enterprises.” Gemini 3.5 Flash · comparative prompt · first choice
What the models said about ManageEngine ServiceDesk Plus
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Six of eight in this category shown.
“ManageEngine ServiceDesk Plus — official advisories show multiple security fixes over time” GPT-5.4 mini · negative prompt · soft negative
“Platforms with Common Pain Points (Proceed Cautiously) ... Frequent community posts about bugs” GLM 4.7 FlashX · negative prompt · soft negative
“Clunky/outdated UI, steep learning curve, sluggish performance/customization” Grok 4.1 Fast · negative prompt · soft negative
“This is a long-standing ITSM platform favored by mid-sized organizations that need comprehensive functionality at a reasonable price.” Claude Haiku 4.5 · budget prompt · first choice
“the strongest default choice is ManageEngine ServiceDesk Plus because it is repeatedly identified as the lowest-cost” Perplexity Sonar · budget prompt · first choice
“Download ServiceDesk Plus free edition—it's the sweet spot for limited budgets without sacrificing usability.” Grok 4.1 Fast · budget prompt · first choice
Also compared
Comparisons are drawn for the top three products in each category. The output is the models' output; nothing here is a recommendation by the index.