Every category where a model named ServiceNow ITSM 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
Incident management and on-call	IT operations and endpoint	0%	51 of 53	71%	7	under 10 labels · led by incident.io at 25%
IT service management	IT operations and endpoint	0%	45 of 48	75%	4	under 10 labels · led by Freshservice at 58%

Movement

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

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

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

Direct6 labels1

Paraphrase2 labels2

Comparative15 labels6not counted in share

Budget-constrained6 labels1

Scale-constrained3 labels1

Negative8 labelsNone

First choiceAlternativeMentionNegative40 labels in all, every segment counted; 5 of the 11 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 remains the dominant behemoth of the ITSM world, especially for large Fortune 500 enterprises” Gemini 3.5 Flash · ITSM · comparative prompt · first choice

“Best for: Enterprise organizations needing ITSM integration” MiniMax M2.5 · Incidents · comparative prompt · alternative

“Large enterprise needing full ITSM | ServiceNow” Kimi K2 · Incidents · comparative prompt · alternative

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.

“Very high licensing and implementation costs, often prohibitive for smaller orgs; Steep learning curve” GLM 4.7 FlashX · ITSM · negative prompt · hard negative

“Massive implementation times, high costs, and a steep learning curve. It is generally considered too heavy and slow for agile software engineering teams.” Gemini 3.5 Flash · Incidents · comparative prompt · soft negative

“ServiceNow ITSM can work well for large IT departments with mature processes, but it's not a “plug‑and‑play” incident response tool” GLM 4.7 FlashX · Incidents · negative prompt · soft negative

“Do not force modern DevOps or SRE teams to use ServiceNow's native ticketing UI as their primary developer alerting tool” Gemini 3.5 Flash · Incidents · negative prompt · soft negative

Named alongside

The products named in the same answers as ServiceNow ITSM, over the 40 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and ServiceNow ITSM was named but was not.

ProductSame answerTook the first choice insteadHead to head

PagerDuty25 of 4011Not in the top three

Jira Service Management24 of 402Not in the top three

incident.io21 of 406Not in the top three

Rootly20 of 404Not in the top three

Opsgenie17 of 400Not in the top three

BMC Helix ITSM15 of 400Not in the top three

Freshservice14 of 401Not in the top three

Splunk On-Call10 of 400Not in the top three

Ivanti Neurons for ITSM8 of 400Not in the top three

xMatters8 of 400Not 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 ITSM. 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 35 of the 40 answers that named ServiceNow ITSM and are not a share of its labels.

Domains cited

rootly.com17

expertinsights.com16

xurrent.com15

gartner.com14

augmentcode.com13

incident.io11

pagerduty.com10

g2.com9

hyperping.com9

servicenow.comYour site9

114 of the 123 domain citations in answers naming ServiceNow ITSM came from somebody else's page.

Pages cited

augmentcode.com/tools/best-incident-management-software13

gartner.com/reviews/market/it-service-management-platforms13

xurrent.com/blog/top-incident-management-software13

rootly.com/blog/15-best-incident-response-software-platforms-for-modern-engineering-teams-11

expertinsights.com/it-management/the-top-incident-management-software10

rootly.com/sre/enterprise-incident-management-top-platforms-compared10

complyjet.com/blog/best-incident-management-software8

monday.com/blog/service/incident-management-software7

Pages are listed as the models cited them.

Names read as ServiceNow ITSM

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

ServiceNow Incident Management 2ServiceNow IT Service Management 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 ITSM'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 ITSM, 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.