IT AI Index
Index › Vendors › ServiceNow IT Service Management · September 2026 Edition
ServiceNow · 1 category · Named, not ranked

ServiceNow IT Service Management

9Judge labels
4First choices
1Negative labels
6 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
1 label, too few to rank
A product needs 10 labels in a category before a share or quadrant is stated. ServiceNow IT Service Management was named 1 time 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 business45 of 60
0%1 label
under the label threshold
Mid-market19 of 48
0%1 label
under the label threshold
Enterprise3 of 38
9%7 labels
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 ServiceNow IT 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.
CategoryFunctionShareRankNegative rateLabelsQuadrant
IT service managementIT operations and endpoint0%19 of 480%1under 10 labels · led by Freshservice at 58%

Movement

This is the first edition on this tier, so no move can be computed for ServiceNow IT 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 ServiceNow IT Service Management across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.
ModelFirst choiceAlternativeMentionNegativeLabels
Claude Haiku 4.500000
GPT-5.4 mini00000
Gemini 3.5 Flash00000
Perplexity Sonar00000
Grok 4.1 Fast10001
Mistral Small00000
DeepSeek V4 Flash00000
Llama 4 Maverick00000
Qwen 3.7 Flash00000
Kimi K200000
GLM 4.7 FlashX00000
MiniMax M2.500000

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
Direct2 labels2
Paraphrase2 labels2
Comparative4 labels4not counted in share
Budget-constrained0 labelsNone
Scale-constrained0 labelsNone
Negative1 labelNone
First choiceAlternativeMentionNegative9 labels in all, every segment counted; 4 of the 8 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.

“ServiceNow and BMC Helix excel for 1,000+ users with intricate processes; ... ServiceNow/BMC are gold standards for audits.” Grok 4.1 Fast · 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.

No model argued against it.

Named alongside

The products named in the same answers as ServiceNow IT Service Management, over the 9 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and ServiceNow IT Service Management was named but was not.
ProductSame answerTook the first choice insteadHead to head
Jira Service Management8 of 90Not in the top three
BMC Helix ITSM7 of 90Not in the top three
Freshservice5 of 90Not in the top three
Ivanti Neurons for ITSM5 of 90Not in the top three
ManageEngine ServiceDesk Plus4 of 90Not in the top three
HaloITSM2 of 90Not in the top three
TeamDynamix2 of 90Not in the top three
Zendesk2 of 90Not in the top three
Cherwell Service Management1 of 90Not in the top three
IBM Instana1 of 90Not 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 ServiceNow IT 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 9 of the 9 answers that named ServiceNow IT Service Management and are not a share of its labels.

Domains cited

gartner.com5
blog.invgate.com4
console.com4
deskday.com4
expertinsights.com4
guideflow.com4
motadata.com4
virima.com4
xurrent.com4
atlassian.com3

Forty of the forty domain citations in answers naming ServiceNow IT Service Management came from somebody else's page.

Pages cited

gartner.com/reviews/market/it-service-management-platforms5
deskday.com/best-itsm-tools4
expertinsights.com/it-management/the-top-it-service-management-itsm-solutions4
guideflow.com/blog/it-service-management-tools4
console.com/blog/best-itsm-tools3
motadata.com/blog/best-itsm-tools3
supportbee.com/blog/itsm-ticketing-tools3
virima.com/blog/top-itsm-software-platforms-compared-2026-buyers-guide3

Pages are listed as the models cited them.

Names read as ServiceNow IT Service Management

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

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