IT AI Index

Index › Vendors › Cherwell Service Management · September 2026 Edition

1 category · Named, not ranked

Cherwell Service Management

8Judge labels

0First choices

7Negative labels

5 of 12Models named it

1Category

September 2026 Edition. Every number here is derived from the raw labels under vendor table vv2026-09.2, every buyer segment counted.

Standing

2 labels, too few to rank

A product needs 10 labels in a category before a share or quadrant is stated. Cherwell Service Management was named 2 times in ITSM, where Freshservice led with 58%. The labels and the evidence are below, counted exactly.

By buyer segmentRead the same way at every buyer size.

Small business49 of 60

under the label threshold

Mid-market46 of 48

under the label threshold

Enterprise38 of 38

under the label threshold

In itsm · each standing computed within its segment · bars are 0 to 100 · the accent bar is the product's own best reading

Standing by category

Every category where a model named Cherwell Service Management for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant
IT service management	IT operations and endpoint	0%	46 of 48	100%	2	under 10 labels · led by Freshservice at 58%

Movement

This is the first edition on this tier, so no move can be computed for Cherwell Service Management yet. From the next edition this section shows, per buyer segment, whether its share moved by more than the measured noise floor.

By model

How each model treated Cherwell Service Management across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.

Model	Negative	Labels
Claude Haiku 4.5	0	0
GPT-5.4 mini	0	0
Gemini 3.5 Flash	1	1
Perplexity Sonar	0	0
Grok 4.1 Fast	0	0
Mistral Small	0	0
DeepSeek V4 Flash	0	0
Llama 4 Maverick	0	0
Qwen 3.7 Flash	0	0
Kimi K2	1	1
GLM 4.7 FlashX	0	0
MiniMax M2.5	0	0

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct0 labelsNone

Paraphrase0 labelsNone

Comparative3 labelsNone

Budget-constrained0 labelsNone

Scale-constrained0 labelsNone

Negative5 labelsNone

First choiceAlternativeMentionNegative8 labels in all, every segment counted; 0 of the 0 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

No positive label carried a quote.

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“Verdict: Strongly avoid for new implementations. Existing users should plan migration.” Kimi K2 · ITSM · negative prompt · hard negative

“Cherwell will reach its End-of-Life (EOL) on December 31, 2026” Gemini 3.5 Flash · ITSM · negative prompt · hard negative

Named alongside

The products named in the same answers as Cherwell Service Management, over the 8 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Cherwell Service Management was named but was not.

ProductSame answerTook the first choice insteadHead to head

BMC Helix ITSM8 of 80Not in the top three

Jira Service Management7 of 81Not in the top three

Ivanti Neurons for ITSM7 of 80Not in the top three

ServiceNow5 of 80Not in the top three

ManageEngine ServiceDesk Plus4 of 80Not in the top three

Freshservice3 of 81Not in the top three

ServiceNow ITSM2 of 82Not in the top three

SysAid2 of 80Not in the top three

Zendesk2 of 80Not in the top three

ServiceNow IT Service Management1 of 81Not in the top three

A head-to-head page exists where both products are in a category's top three. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Cherwell Service Management. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, four of the twelve in this edition, so these counts come from 6 of the 8 answers that named Cherwell Service Management and are not a share of its labels.

Domains cited

gartner.com4

blog.invgate.com3

expertinsights.com3

reddit.com3

virima.com3

alloysoftware.com2

capterra.ca2

cloudnuro.ai2

console.com2

deel.com2

Twenty-six of the twenty-six domain citations in answers naming Cherwell Service Management came from somebody else's page.

Pages cited

gartner.com/reviews/market/it-service-management-platforms4

expertinsights.com/it-management/the-top-it-service-management-itsm-solutions3

capterra.ca/reviews/164195/remedy-it-service-management2

console.com/blog/best-itsm-tools2

deel.com/blog/best-itsm-tools2

firstbase.com/learn/servicenow-review2

g2.com/products/bmc-software-bmc-helix-itsm/reviews2

guideflow.com/blog/it-service-management-tools2

Pages are listed as the models cited them.

Names read as Cherwell Service Management

What the judge wrote, as written, with how often. The vendor table decides that these count as Cherwell Service Management; a claim can dispute any of them.

Cherwell Service Management (CSM) 1Cherwell Service Management (Now Ivanti) 1

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Cherwell Service Management's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Cherwell Service Management, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

It does not get any change to labels, shares or verdicts, any preview, or any say over which quotes appear. A verification link goes to your work email; an address at cherwellservicemanagement.com is approved on the spot, any other address is reviewed by hand.

Your name and company appear on the claimed page, or the company alone if you ask below. A title and a LinkedIn address appear there too if you give them, and are left off if you do not. Your email address is never published.