Every category where a model named Jira 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	Since September 2026
IT service management	IT operations and endpoint	12%	2 of 69	8%	64	accepted challenger	▼−11Since September 2026: 21% → 10%, −11 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Incident management and on-call	IT operations and endpoint	0%	16 of 65	20%	25	accepted challenger	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
AI IT support agents	IT operations and endpoint	0%	33 of 121	0%	8	under 10 labels · led by Freshservice with Freddy AI at 11%
IT documentation	IT operations and endpoint	0%	29 of 92	0%	3	under 10 labels · led by Hudu at 17%
IT asset management	IT operations and endpoint	0%	17 of 82	0%	2	under 10 labels · led by Freshservice at 31%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
IT financial management	IT operations and endpoint	0%	59 of 159	0%	2	under 10 labels · led by Nicus ITFM Platform at 9%
AIOps platforms	IT operations and endpoint	0%	65 of 93	0%	1	under 10 labels · led by New Relic at 17%
Cyber risk quantification	Security operations	0%	90 of 116	0%	1	under 10 labels · led by CyberSaint CyberStrong at 25%
Digital employee experience	IT operations and endpoint	0%	169 of 219	100%	1	under 10 labels · led by ControlUp at 13%

Movement

Since September 2026, Jira Service Management held within the floor in all nine categories: no change cleared 11 points.

Best category · ITSM · by segment

Small business▼−6Since September 2026: 14% → 8%, −6 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

8%from 14% in September 2026

Inside the floor by 5 pointsRank 3 of 57, unchanged

Mid-market▼−11Since September 2026: 21% → 10%, −11 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

10%from 21% in September 2026

Inside the floor by 0 pointsRank 2 → 3 of 56

Enterprise▼−6Since September 2026: 19% → 12%, −6 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

12%from 19% in September 2026

Inside the floor by 5 pointsRank 2 of 45, unchanged

All categories · Mid-market

Category	September 2026	Now	Change	Reading	Rank
ITSM	21%	10%	▼−11Since September 2026: 21% → 10%, −11 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 2 of 69, unchanged
Incidents	0%	0%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 14 → 16 of 65
AI IT agents	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 33 of 121, unchanged
IT documentation	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 29 of 92, unchanged
ITAM	0%	0%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 20 → 17 of 82
IT financial mgmt	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 59 of 159, unchanged
AIOps	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 65 of 93, unchanged
Cyber risk quant	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 90 of 116, unchanged
DEX	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 169 of 219, unchanged

Shares here are read over the models both editions asked, so they can differ by a point or two from the standing above, which counts every model in this edition.

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 · The editions

By model

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

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Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	2	3	2	7
GPT-5.4 mini	0	5	1	0	6
Gemini 3.5 Flash	1	11	1	1	14
Perplexity Sonar	0	2	1	2	5
Grok 4.20	0	9	1	0	10
Mistral Small	0	2	2	0	4
DeepSeek V4 Flash	0	8	0	1	9
Llama 4 Maverick	0	0	2	0	2
Qwen 3.7 Flash	1	6	1	1	9
Kimi K2	1	4	0	1	6
GLM 4.7 FlashX	0	8	0	2	10
MiniMax M2.5	2	6	2	0	10
GPT-6 Luna	1	6	1	1	9
Muse Glimmer 30B	1	4	1	0	6

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

Direct59 labels2

Paraphrase51 labels3

Comparative65 labels3not counted in share

Budget-constrained52 labels14

Scale-constrained36 labels4

Negative55 labels2not counted in share

First choiceAlternativeMentionNegative318 labels in all, every segment counted; 23 of the 28 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.

“The two most prominent contenders for this segment are Freshservice and Atlassian\u2019s Jira Service Management (JSM)” Qwen 3.7 Flash · ITSM · direct prompt · first choice

“Freshservice and Jira Service Management often hit the sweet spot for mid-market B2B companies” MiniMax M2.5 · ITSM · direct prompt · first choice

“Best overall for a limited budget: Start with Jira Service Management (free up to 10 agents)” MiniMax M2.5 · ITSM · budget prompt · first choice

“Do you have 1 to 3 IT agents? Go with Jira Service Management (Free tier).” Gemini 3.5 Flash · ITSM · budget prompt · first choice

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.

“the main platforms to be cautious about are Opsgenie, Jira Service Management... warn that its ITSM complexity can slow incident response” Perplexity Sonar · Incidents · negative prompt · hard negative

“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 · ITSM · negative prompt · soft negative

“If you try to run JSM as a standalone ITSM tool in a non-developer-heavy organization, it often feels clunky and disconnected.” Gemini 3.5 Flash · ITSM · negative prompt · soft negative

“moving to Jira Service Management) is often a poor fit for real-time incident response because JSM is a ticketing system” DeepSeek V4 Flash · Incidents · negative prompt · soft negative

Named alongside

The products named in the same answers as Jira Service Management, over the 316 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Jira Service Management was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Freshservice207 of 31671Compare →

ServiceNow ITSM193 of 31651Not among the top eight

ManageEngine ServiceDesk Plus92 of 3166Compare →

PagerDuty87 of 31629Not among the top eight

BMC Helix ITSM85 of 3161Not among the top eight

incident.io72 of 31630Not among the top eight

Opsgenie58 of 3160Not among the top eight

Rootly49 of 3167Not among the top eight

Ivanti Neurons for ITSM47 of 3160Not among the top eight

Zendesk47 of 3160Not among the top eight

A head-to-head page exists where both products are among a category's top eight. 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 Jira Service Management. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 292 of the 316 answers that named Jira Service Management and are not a share of its labels.

Domains cited

motadata.com110

blog.invgate.com98

freshworks.com92

expertinsights.com87

g2.com85

rootly.com65

atlassian.comYour site64

incident.io61

eesel.ai58

monday.com57

713 of the 777 domain citations in answers naming Jira Service Management came from somebody else's page.

Pages cited

expertinsights.com/it-management/the-top-it-service-management-itsm-solutions49

deel.com/blog/best-itsm-tools47

motadata.com/blog/incident-management-tools44

expertinsights.com/it-management/the-top-incident-management-software39

blog.invgate.com/best-itsm-tools38

teamdynamix.com/blog/best-itsm-tools38

atomicwork.com/itsm/best-itsm-tools36

complyjet.com/blog/best-incident-management-software35

Pages are listed as the models cited them.

Search and answers

atlassian.com ranks 5 on Google for the category's searches. In the answers, Jira Service Management takes 12% of first choices and Freshservice takes 58%.

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In search

Google, US estimates

Position for “itsm platform”

Position for “itsm platforms”

Searches for its name, Google: 6,600 a month (“jira service management”)
AI search demand for its name, est.: 188 a month
Its company's site: atlassian.com shared with Jira's other products; the figures are the site's
Organic visits to its site: about 4,724,388 a month
Searches its site ranks for: 192,288 · 33,627 in the top three
Sites linking to it: 137,840
Paid Google search: 33 searches its ads show for, about 356 clicks and $5,906 a month (estimate)

Ads on GoogleDetailLess

61+ ads · 33 text, 14 image, 14 video · 61 shown in the last 30 days

First shown January 2024, as Atlassian US, Inc., verified. Ads started 2025-10 to 2026-09: 40 in the year, 21 before. 59 more by other advertisers linking to it.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

12%

rank 2 of 69 in ITSM

Segment leader

58%

Freshservice

First choices: 23 across its categories
Named in: 316 answers
Its own site cited: in 292 of the answers that named it

Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.

Names read as Jira Service Management

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

Jira Service Management (Atlassian) 17Jira Service Management (JSM) 11Atlassian Jira Service Management 1Atlassian Jira Service Management (JSM) 1Confluence + Jira Service Management (Assets) 1Jira Service Management (Assets) 1Jira Service Management (by Atlassian) 1Jira Service Management (with Atlassian Intelligence) 1Jira Service Management (with Rovo AI) 1Jira Service Management + Opsgenie engine 1Jira Service Management Free 1Jira Service Management Premium 1

Follow Jira Service Management

An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.

Already following? Everything you follow, with a stop for each.

The company

Jira is the company behind Jira Service Management.

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On record

Company records

Also from Jira: Jira Service Management (JSM) with "Assets", Jira Service Management (JSM) with Atlassian Intelligence, Jira Service Management Assets, Jira Service Management Data Center, Jira Service Management with Rovo

In its own words

Stated by the vendor, not checked

Positioning: Deliver service at high velocity
atlassian.com
For: IT professionals
atlassian.com
Free plan or trial: Get it free trust.atlassian.com
Not stated on the pages read: Price, starting price, integrations, certifications, hosting, customers

What Jira Service Management's own pages state, read September 28, 2026: atlassian.com, atlassian.com/software/jira/pricing, trust.atlassian.com, atlassian.com/platform, atlassian.com/customers. A claimed page can correct any of them.

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 Jira 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 Jira Service Management, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

What a new claim receivesHide what a new claim receives

A new claim receives the current edition's vendor brief for Jira Service Management by email, built from the raw record of the edition. It shows:

where Jira Service Management is named, by buyer and by framing, and which cells hold its first choices;
the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
its vocabulary against the segment leader's, and the pages the models cited;
who was chosen in the answers that did not name Jira Service Management, and every reason the record gives;
a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
one page of published figures cleared to show a buyer.

Badges

Wins only: a badge exists where Jira Service Management is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.

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Jira Service Management is among the products AI models recommend first in IT service management this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.

Wide · 320 × 104 Website, beside other badges

Show the code

<a href="https://it-ai-index.com/operations/it-service-management/"><img src="https://it-ai-index.com/badges/2026-10/jira-service-management--it-service-management-wide.svg" alt="Among AI models' top three in IT service management, October 2026 Edition, IT AI Recommendation Index" width="320" height="104"></a>

Copy the code as it is. The link is part of the badge: it points at the IT service management standing, where the claim can be checked.

Square · 240 × 240 LinkedIn, slides

Show the code

<a href="https://it-ai-index.com/operations/it-service-management/"><img src="https://it-ai-index.com/badges/2026-10/jira-service-management--it-service-management-square.svg" alt="Among AI models' top three in IT service management, October 2026 Edition, IT AI Recommendation Index" width="240" height="240"></a>

Copy the code as it is. The link is part of the badge: it points at the IT service management standing, where the claim can be checked.

Compact · 200 × 56 Email signature, footer

Show the code

<a href="https://it-ai-index.com/operations/it-service-management/"><img src="https://it-ai-index.com/badges/2026-10/jira-service-management--it-service-management-compact.svg" alt="Among AI models' top three in IT service management, October 2026 Edition, IT AI Recommendation Index" width="200" height="56"></a>

Copy the code as it is. The link is part of the badge: it points at the IT service management standing, where the claim can be checked.

Badges read on light and dark pages. Alt text carries the claim, the category, the edition and the index, so it stays a citation where the image does not load.