Every category where a model named ServiceNow 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	0%	48 of 48	61%	44	criticized challenger
Incident management and on-call	IT operations and endpoint	0%	53 of 53	58%	12	criticized challenger
Third-party risk management	Security operations	0%	70 of 72	55%	11	criticized challenger
Workflow orchestration	Data platform	0%	39 of 86	36%	11	criticized challenger
Cloud cost management	Cloud and infrastructure	0%	68 of 79	40%	5	under 10 labels · led by Vantage at 54%

Movement

This is the first edition on this tier, so no move can be computed for ServiceNow 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 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	1	0	1	1	3
GPT-5.4 mini	0	1	1	2	4
Gemini 3.5 Flash	0	0	0	6	6
Perplexity Sonar	0	1	1	3	5
Grok 4.1 Fast	0	2	1	7	10
Mistral Small	1	0	1	2	4
DeepSeek V4 Flash	1	2	2	6	11
Llama 4 Maverick	0	1	3	0	4
Qwen 3.7 Flash	1	0	3	10	14
Kimi K2	1	0	1	6	8
GLM 4.7 FlashX	1	1	4	0	6
MiniMax M2.5	0	2	3	3	8

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

Direct36 labels10

Paraphrase16 labels7

Comparative56 labels11not counted in share

Budget-constrained28 labels4

Scale-constrained36 labels2

Negative63 labels2not counted in share

First choiceAlternativeMentionNegative235 labels in all, every segment counted; 23 of the 36 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.

“Market leader with a 44.4% share... best for large enterprises needing deep ITIL compliance and extensive customization.” Mistral Small · ITSM · comparative prompt · first choice

“For large teams that need deep process coverage and broad ecosystem integrations, ServiceNow remains a proven choice.” Claude Haiku 4.5 · ITSM · comparative prompt · first choice

“Dominates the high-end enterprise market and is frequently positioned as a "Leader" by Gartner” Qwen 3.7 Flash · ITSM · comparative prompt · first choice

“Choose ServiceNow if you're a large enterprise needing comprehensive ITIL coverage” Kimi K2 · 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.

“Avoid enterprise-grade platforms like ServiceNow, which require six-figure budgets and dedicated, full-time administrators” Gemini 3.5 Flash · ITSM · paraphrase prompt · hard negative

“You must avoid this tool if your organization cannot afford a massive Total Cost of Ownership (TCO).” Qwen 3.7 Flash · ITSM · negative prompt · hard negative

“What to Avoid: ServiceNow ... generally overkill for mid-sized companies” Kimi K2 · ITSM · paraphrase prompt · hard negative

“Avoid enterprise tools like ServiceNow — minimum deals run into six figures” DeepSeek V4 Flash · ITSM · budget prompt · hard negative

Named alongside

The products named in the same answers as ServiceNow, over the 235 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and ServiceNow was named but was not.

ProductSame answerTook the first choice insteadHead to head

Jira Service Management122 of 23523Not in the top three

Freshservice110 of 23541Not in the top three

BMC Helix ITSM66 of 2350Not in the top three

ManageEngine ServiceDesk Plus51 of 2355Not in the top three

PagerDuty40 of 23516Not in the top three

Ivanti Neurons for ITSM40 of 2350Not in the top three

Zendesk36 of 2352Not in the top three

incident.io33 of 2357Not in the top three

Apache Airflow27 of 2354Not in the top three

Rootly26 of 2352Not 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. 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 197 of the 235 answers that named ServiceNow and are not a share of its labels.

Domains cited

gartner.com85

reddit.com56

blog.invgate.com50

xurrent.com42

motadata.com35

expertinsights.com34

elementum.ai32

virima.com29

monday.com28

enate.io27

418 of the 418 domain citations in answers naming ServiceNow came from somebody else's page.

Pages cited

gartner.com/reviews/market/it-service-management-platforms61

elementum.ai/blog/best-workflow-orchestration-tools31

enate.io/blog/workflow-orchestration-tools27

virima.com/blog/top-itsm-software-platforms-compared-2026-buyers-guide26

motadata.com/blog/best-itsm-tools25

zapier.com/blog/workflow-orchestration-tools23

console.com/blog/best-itsm-tools21

deskday.com/best-itsm-tools21

Pages are listed as the models cited them.

Names read as ServiceNow

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

ServiceNow (Full Instance) 1ServiceNow (ITSM) 1ServiceNow (Risk Management) 1ServiceNow (VRM) 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'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, 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.