Small business=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
0%from 0% in September 2026
Inside the floor by 11 pointsRank 59 → 57 of 57
ServiceNow · 2 categories · RankedServiceNow ITSM
252Judge labels
34First choices
131Negative labels
14 / 14Models named it
2Categories
October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10.8, every buyer segment counted.
Best standing
65% in ITSM for enterprise buyers
Rank 69 of 69 in the mid-market standingcriticized challenger
0 of 14 models made it the first choice on the direct prompt; 63% of its 57 labels there were negative.
What the models named instead of ServiceNow ITSM →By buyer segmentAn enterprise product: leader at enterprise, not named at small business or mid-market.
Small business59 of 59
0%36 labels
criticized challenger
Mid-market69 of 69
0%57 labels
criticized challenger
Enterprise1 of 51
65%76 labels
endorsed leader
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 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 | Since September 2026 |
|---|---|---|---|---|---|---|---|
| IT service management | IT operations and endpoint | 0% | 69 of 69 | 63% | 57 | criticized challenger | =heldSince September 2026: 0% → 0%, ±0 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% | 65 of 65 | 64% | 22 | criticized challenger | =heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
Movement
Since September 2026, ServiceNow ITSM held within the floor in all two categories: no change cleared 11 points.
Best category · ITSM · by segment
Mid-market=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
0%from 0% in September 2026
Inside the floor by 11 pointsRank 46 → 56 of 56
Enterprise=heldSince September 2026: 63% → 62%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
62%from 63% in September 2026
Inside the floor by 11 pointsRank 1 of 45, unchanged
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| ITSM | 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 46 → 69 of 69 |
| 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 51 → 65 of 65 |
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 ServiceNow ITSM across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.ShowHide
By model
How each model treated ServiceNow ITSM across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.
ShowHide| Model | First choice | Alternative | Mention | Negative | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 1 | 0 | 1 | 1 | 3 |
| GPT-5.4 mini | 1 | 1 | 1 | 2 | 5 |
| Gemini 3.5 Flash | 1 | 0 | 1 | 6 | 8 |
| Perplexity Sonar | 0 | 0 | 3 | 2 | 5 |
| Grok 4.20 | 1 | 1 | 1 | 6 | 9 |
| Mistral Small | 0 | 0 | 3 | 1 | 4 |
| DeepSeek V4 Flash | 1 | 0 | 0 | 7 | 8 |
| Llama 4 Maverick | 0 | 0 | 1 | 1 | 2 |
| Qwen 3.7 Flash | 1 | 0 | 1 | 5 | 7 |
| Kimi K2 | 1 | 0 | 0 | 7 | 8 |
| GLM 4.7 FlashX | 1 | 0 | 0 | 2 | 3 |
| MiniMax M2.5 | 1 | 1 | 0 | 5 | 7 |
| GPT-6 Luna | 0 | 2 | 0 | 2 | 4 |
| Muse Glimmer 30B | 1 | 1 | 1 | 3 | 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
Direct39 labels16
Paraphrase25 labels13
Comparative58 labels25not counted in share
Budget-constrained28 labels5
Scale-constrained29 labelsNone
Negative73 labels2not counted in share
First choiceAlternativeMentionNegative252 labels in all, every segment counted; 34 of the 61 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 is the dominant force in enterprise ITSM... If you have a massive budget, high compliance needs, and want a single platform: ServiceNow.” Gemini 3.5 Flash · ITSM · comparative prompt · first choice
“It is arguably the most powerful and configurable platform available... Best For: Large enterprises with complex processes” Qwen 3.7 Flash · ITSM · comparative prompt · first choice
“Positioned as the undisputed enterprise king with unbeatable scale and customization but highest cost and complexity” Muse Glimmer 30B · ITSM · comparative prompt · first choice
“ServiceNow is widely considered the market leader and the default platform for large, global enterprises.” GLM 4.7 FlashX · 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.
“Do not default to ServiceNow just because it's the market leader. For a 500-person company, the platform is almost always overkill, highly expensive” Gemini 3.5 Flash · ITSM · scale prompt · hard negative
“Do avoid it if you're mid-market or smaller... "Don't buy ServiceNow" unless you have at least one full-time dedicated administrator” DeepSeek V4 Flash · ITSM · negative prompt · hard negative
“"In contrast, ServiceNow's pricing is excessive and the platform is often overvalued." and "It's best to steer clear of it."” Muse Glimmer 30B · ITSM · negative prompt · hard negative
“Skip this unless you're growing into a large enterprise — it's typically overkill and overpriced for mid-market” DeepSeek V4 Flash · ITSM · direct prompt · hard negative
Named alongside
The products named in the same answers as ServiceNow ITSM, over the 252 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.ShowHide
Named alongside
The products named in the same answers as ServiceNow ITSM, over the 252 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.
ShowHideProductSame answerTook the first choice insteadHead to head
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 ServiceNow ITSM. 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 231 of the 252 answers that named ServiceNow ITSM and are not a share of its labels.
Domains cited
motadata.com112
expertinsights.com93
blog.invgate.com88
freshworks.com66
g2.com66
rootly.com58
incident.io53
ones.com53
teamdynamix.com49
atomicwork.com48
686 of the 686 domain citations in answers naming ServiceNow ITSM came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
Where ServiceNow ITSM stands in Google search beside where it stands in the models' answers.ShowHide
Search and answers
Where ServiceNow ITSM stands in Google search beside where it stands in the models' answers.
ShowHideIn search
Google, US estimates- Searches for its name, Google
- 3,600 a month (“servicenow itsm”)
- AI search demand for its name, est.
- 170 a month
- Its own site
- It sits on ServiceNow's site (servicenow.com), so there are no site figures for it alone
In answers
This editionShare of first choices
0%
rank 69 of 69 in ITSM
Segment leader
58%
Freshservice
- First choices
- 34 across its categories
- Named in
- 252 answers
- Its own site cited
- in 231 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 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 63ServiceNow IT Service Management 4ServiceNow (IT Incident Module) 1
Follow ServiceNow ITSM
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
ServiceNow is the company behind ServiceNow ITSM.ShowHide
The company
ServiceNow is the company behind ServiceNow ITSM.
ShowHideOn record
Company recordsIn its own words
Stated by the vendor, not checked- Positioning
- Transform service management for productivity and ROI.
- For
- organizations of every size
- Price stated
- $221,200 - $387,100 careers.servicenow.com/jobs/744000147693009/director-product-design-it-service-management
- Starting price
- 221200 careers.servicenow.com/jobs/744000147693009/director-product-design-it-service-management
- Customers named
- FedEx
- Not stated on the pages read
- Free plan or trial, integrations, certifications, hosting
What ServiceNow ITSM's own pages state, read September 28, 2026: careers.servicenow.com/jobs/744000147693009/director-product-design-it-service-management. 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 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.
What a new claim receivesHide what a new claim receives
A new claim receives the current edition's vendor brief for ServiceNow ITSM by email, built from the raw record of the edition. It shows:
- where ServiceNow ITSM 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 ServiceNow ITSM, 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.