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
IT service management	IT operations and endpoint	21%	2 of 48	6%	53	accepted challenger
Incident management and on-call	IT operations and endpoint	0%	14 of 53	11%	28	accepted challenger
IT asset management	IT operations and endpoint	0%	20 of 61	0%	5	under 10 labels · led by Snipe-IT at 24%

Movement

This is the first edition on this tier, so no move can be computed for Jira 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 Jira Service Management across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.

Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	3	2	0	5
GPT-5.4 mini	2	1	2	1	6
Gemini 3.5 Flash	4	3	2	1	10
Perplexity Sonar	0	6	1	1	8
Grok 4.1 Fast	0	7	2	1	10
Mistral Small	0	2	4	0	6
DeepSeek V4 Flash	0	6	3	0	9
Llama 4 Maverick	0	0	2	0	2
Qwen 3.7 Flash	2	4	0	1	7
Kimi K2	1	4	3	1	9
GLM 4.7 FlashX	1	5	1	0	7
MiniMax M2.5	3	2	2	0	7

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

Direct47 labels5

Paraphrase32 labels3

Comparative58 labels4not counted in share

Budget-constrained35 labels11

Scale-constrained30 labels6

Negative39 labels3not counted in share

First choiceAlternativeMentionNegative241 labels in all, every segment counted; 25 of the 32 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.

“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 · ITSM · 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 · ITSM · direct prompt · first choice

“JSM is the preferred platform for technology-first organizations, rapidly scaling companies, and software-led enterprises.” Gemini 3.5 Flash · ITSM · comparative prompt · first choice

“Choose Jira Service Management if: Your organization values speed, cost transparency, and seamless collaboration” Qwen 3.7 Flash · ITSM · comparative 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.

“Choose Jira Service Management/Opsgenie migration only if Atlassian alignment matters more than best-in-class incident response” GPT-5.4 mini · Incidents · paraphrase prompt · soft negative

“be cautious if you need a dedicated engineering incident platform, because it is positioned as an ITSM platform” Perplexity Sonar · Incidents · negative prompt · soft negative

“moving to JSM results in higher costs ("2x price increase for same features") and more manual processes” Qwen 3.7 Flash · Incidents · negative prompt · soft negative

“Be Cautious (Solid but Significant Drawbacks): Jira Service Management ... Steep learning curve” Grok 4.1 Fast · ITSM · negative prompt · soft negative

Named alongside

The products named in the same answers as Jira Service Management, over the 241 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.

ProductSame answerTook the first choice insteadHead to head

Freshservice162 of 24144Compare →

ServiceNow122 of 24126Not in the top three

ManageEngine ServiceDesk Plus83 of 24111Compare →

BMC Helix ITSM75 of 2410Not in the top three

PagerDuty69 of 24121Not in the top three

incident.io60 of 24122Not in the top three

Ivanti Neurons for ITSM51 of 2411Not in the top three

Rootly47 of 2415Not in the top three

Opsgenie46 of 2412Not in the top three

Zendesk45 of 2411Not 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 Jira 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 195 of the 241 answers that named Jira Service Management and are not a share of its labels.

Domains cited

gartner.com95

blog.invgate.com72

xurrent.com65

expertinsights.com50

atlassian.comYour site49

alloysoftware.com48

motadata.com48

rootly.com45

guideflow.com43

monday.com43

509 of the 558 domain citations in answers naming Jira Service Management came from somebody else's page.

Pages cited

gartner.com/reviews/market/it-service-management-platforms89

alloysoftware.com/blog/best-itsm-platforms-for-small-business40

eesel.ai/blog/itsm-for-smb34

monday.com/blog/service/incident-management-software34

motadata.com/blog/best-itsm-tools34

guideflow.com/blog/it-service-management-tools32

augmentcode.com/tools/best-incident-management-software29

rootly.com/blog/15-best-incident-response-software-platforms-for-modern-engineering-teams-28

Pages are listed as the models cited them.

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 (JSM) 10Jira Service Management (Atlassian) 8Atlassian Jira Service Management (JSM) 3Jira Service Management (Assets) 3Atlassian (Jira Service Management) 1Atlassian Jira Service Management 1Jira 1Jira Service Management (JSM) by Atlassian 1Jira Service Management (w/ Opsgenie) 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 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.

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 atlassian.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.