July 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, Jira Service Management is the brand AI assistants recommend most, with a Visibility Score of 74 and the #1 spot in 15% of answers. Head-to-head: Jira Service Management vs ServiceNow →

These rankings are measured from what the three models know from training, not a live web search. The live-web grounded surface is rolling out across the index. Methodology.

Three brands own the category; two are barely footnotes.

Jira Service Management, ServiceNow, and Freshservice form a tight cluster with scores between 70 and 74, appearing in at least 76% of all answers, while BMC Helix and Zendesk sit below 28 points with zero first-pick selections. ServiceNow punches above its mention rate by winning the first recommendation slot 63% of the time, suggesting the models treat it as the go-to choice when asked to lead with one name. Gemini is consistently the coldest model toward every brand, dragging per-model scores down by as much as 18 points compared to Claude, which scores highest across all five brands.

AI-generated analysis of the July 2026 measurements.

#	Brand	Visibility Score	Mention rate	Avg. position	#1 pick rate	Models
1	Jira Service Management	74 ±4.5	88%	3	15%	ChatGPT #1 Claude #1 Gemini #1
2	ServiceNow	72 ±3.3	76%	2	63%	ChatGPT #2 Claude #2 Gemini #2
3	Freshservice	70 ±3.5	86%	3	19%	ChatGPT #3 Claude #3 Gemini #3
4	BMC Helix	28 ±4.5	35%	3	0%	ChatGPT #5 Claude #4 Gemini #7
5	Zendesk	25 ±5.2	43%	5	0%	ChatGPT #4 Claude #6 Gemini #9
6	ManageEngine ServiceDesk Plus	20 ±3.6	32%	5	0%	ChatGPT #6 Claude #8 Gemini #5
7	Spiceworks	18 ±3.8	33%	6	0%	ChatGPT #7 Claude #7 Gemini #6
8	Ivanti	18 ±4	26%	4	0%	ChatGPT #8 Claude #5 Gemini #11
9	HaloITSM	11 ±3.8	21%	6	0%	ChatGPT #14 Claude #13 Gemini #4
10	Zoho Desk	9 ±3.8	15%	5	0%	ChatGPT #10 Claude #9 Gemini
11	Atlassian	9 ±3.3	10%	2	0%	ChatGPT #9 Claude Gemini #8
12	GLPI	7 ±3.5	14%	6	1%	ChatGPT #11 Claude #10 Gemini
13	Freshworks	5 ±1.9	7%	3	0%	ChatGPT #12 Claude Gemini #10
14	Zammad	5 ±3.5	11%	6	0%	ChatGPT #13 Claude #12 Gemini #12
15	Ivanti Neurons	5 ±3.4	7%	4	0%	ChatGPT Claude #11 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 (4.4), ManageEngine (4.3), iTop (3.6), osTicket (3.6), BMC (3.1). 48 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 26/100: 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.