September 2026 snapshot · 72 AI answers Contested

IT Service Management (ITSM): AI Visibility Ranking

Service desk and ITSM platforms for ticketing, incident and change workflows, and ITIL processes. Right now, ServiceNow is the brand AI assistants recommend most, with a Visibility Score of 75 and the #1 spot in 63% of answers. Head-to-head: ServiceNow vs Jira Service Management →

These rankings are measured from what the three models know from training, not a live web search. When the models DO search the web, see which sources they cite. Methodology.

ServiceNow leads by two points, but Jira is right there.

The top three brands sit within 6 points of each other, and Freshservice actually appears in 90% of answers, more than either ServiceNow or Jira Service Management. ServiceNow converts that narrow overall lead into a first-pick rate of 63%, which tells you the models reach for it when forced to choose even if Jira gets recommended just as often. Below the top three, BMC Helix and ManageEngine fall off sharply, each scoring under 31, and neither has been picked first once across all 72 answers.

AI-generated analysis of the September 2026 measurements.

#	Brand	Visibility Score	Trend (3 mo)	Mention rate	Avg. position	#1 pick rate	Models
1	ServiceNow	75 ±2.6	flat	81%	1.7	63%	ChatGPT #3 Claude #1 Gemini #1
2	Jira Service Management	73 ±1.6	flat	86%	2.5	18%	ChatGPT #1 Claude #2 Gemini #2
3	Freshservice	70 ±3.6	flat	90%	3.3	13%	ChatGPT #2 Claude #3 Gemini #3
4	BMC Helix	31 ±4.6	flat	39%	3.1	0%	ChatGPT #5 Claude #4 Gemini #7
5	ManageEngine ServiceDesk Plus	27 ±4	flat	44%	5.0	0%	ChatGPT #4 Claude #7 Gemini #5
6	Zendesk	25 ±4.6	flat	44%	5.4	0%	ChatGPT #7 Claude #5 Gemini #8
7	Ivanti	22 ±5	flat	32%	4.0	0%	ChatGPT #8 Claude #6 Gemini #9
8	HaloITSM	20 ±5.2	flat	36%	5.5	1%	ChatGPT #6 Claude #13 Gemini #4
9	Spiceworks	9 ±3.5	flat	19%	6.4	0%	ChatGPT Claude #8 Gemini #10
10	GLPI	8 ±2.5	flat	14%	5.0	0%	ChatGPT #10 Claude #11 Gemini #12
11	Zammad	6 ±3.6	flat	11%	5.4	1%	ChatGPT #11 Claude #12 Gemini #11
12	Zoho Desk	6 ±3.7	flat	11%	5.4	0%	ChatGPT #12 Claude #10 Gemini
13	Atlassian	6 ±2.5	flat	7%	2.0	0%	ChatGPT Claude Gemini #6
14	osTicket	5 ±1.7	flat	8%	4.7	3%	ChatGPT Claude #9 Gemini
15	Atlassian Jira Service Management	5 ±2.5	flat	6%	2.8	0%	ChatGPT #9 Claude Gemini #13

The ± under each score is the reliability band: how much the number would move if we re-ran the identical measurement. It is tight because each prompt is sampled multiple times. It is not the same as how much the ranking depends on which prompts we ask — a separate, wider figure shown on hover.

Just below the cutoff: SysAid (4.3), ManageEngine (3.9), Halp (3.9), TOPdesk (3.5), iTop (3.5). 44 brands were scored in this category; the leaderboard shows the top 15.

Visibility Score: position-weighted presence across all measured answers, 0 to 100. A score of 100 means the brand was the first recommendation in every answer. Every point in a trend line is a live monthly measurement; there is no modeled or backfilled history. Full methodology.

Openness 25/100: the share of this category's recommendation weight not held by the leader.

Compare brands in IT Service Management (ITSM) head-to-head → · Explore the prompt tree →

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Do the models agree?

Per-model Visibility Scores for the top 10. A long gray bar means the three assistants disagree about the brand. Hover a row for exact values.

ChatGPT Claude Gemini

Where they land in the answer

When a brand is mentioned, where does it appear? Box shows the middle 50% of positions, the thick line is the median, whiskers are the extremes. Hover a row for the detail.