Subcategory · AI Citation Index
IT Service Management
ServiceNow and Atlassian dominate shortlists above 60%; Freshservice trails at 69% despite weak evaluation scores.
174 discovery queries · 272 head-to-heads · refreshed Oct 8, 2026
Discovery stage
The shortlist
Across 174 buyer-style "IT Service Management" queries
ServiceNow Software Asset Management leads with 70.1% shortlist rate across 122 appearances, closely followed by Atlassian at 69.5% (121 appearances). Freshservice appears in 120 prompts but its 28 score signals AI models cite it without strong conviction. ManageEngine ADManager Plus and PagerDuty round out consensus picks, appearing in 53.5% and 29.3% of prompts respectively.
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Signal by intent
By topic
Top 5 most-cited brands per intent cluster. Brands with zero citations in a topic are not shown.
Evaluation stage
Head-to-head
How often AI cites each brand across uniform category evaluation prompts · median 5/100
Freshservice, Jira Service Management, and ServiceNow tie at 54 average evaluation score across 30 head-to-head comparisons each. Atlassian scores 52 across 29 queries, while ManageEngine ServiceDesk Plus trails at 48. Ivanti products cluster at 43, suggesting models see them as viable but not premium options.
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Each brand's score is the share of category evaluation prompts where AI cited them across all four engines — the same prompt pool for every brand. Brands above the median citation rate have stronger presence in evaluation-stage queries.
Trends
Over the last 12 months
Average category score dropped from 62 in March 2026 to 30 in October across eight months of data. ServiceNow Software Asset Management rose 13 points month-over-month, the only tracked gainer. Sample sizes remain small (10-42 per month), limiting trend confidence.
Brands to know
In this category
Atlassian
Score of 78 and 69.5% shortlist rate make it the highest-rated consensus pick. Models cite Jira Service Management in 30 comparison queries with 54 average evaluation score.
Read brand profile →Pagerduty
Scores 74 with 29.3% shortlist penetration across 51 appearances. Models recommend it for incident response workflows, not full ITSM suites.
Read brand profile →ServiceNow Software Asset Management
Leads shortlist frequency at 70.1% and gained 13 points in recent months. Score of 71 reflects AI confidence in enterprise ITIL workflows.
Read brand profile →Freshservice
Appears in 69% of prompts but scores only 28, exposing a disconnect between citation frequency and model conviction. Ties for best evaluation score at 54.
Read brand profile →ClickUp
Score of 72 despite minimal shortlist data suggests models view it as a strong ITSM alternative. Lacks dedicated evaluation queries in the dataset.
Read brand profile →Citation sources
Where AI pulls citations from
617 citations captured across IT Service Management prompt runs.
Vendor pages
206Product, help, and marketing pages from tracked vendors
Independent sources
174Reviews, encyclopedias, forums, press — not vendor-owned
Buyer questions
What AI cites for top IT Service Management questions
Most-cited prompts across the buyer journey. Click any prompt to see the actual URLs AI engines link to.
Discovery
Buyers exploring the category- Best ITSM tool of 2026 | TechRadartechradar.com
Evaluation
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