Subcategory · AI Citation Index
IT Service Management
ServiceNow and Atlassian dominate ITSM shortlists; scores dropped 24 pts Apr-May, rising incumbents crowd out new entrants.
174 discovery queries · 288 head-to-heads · refreshed Jul 21, 2026
Discovery stage
The shortlist
Across 174 buyer-style "IT Service Management" queries
ServiceNow Software Asset Management and Atlassian hold 70% and 66% shortlist rates across 174 prompts, with Atlassian appearing three times in the top 10. Freshservice trails at 49% despite low model consensus (score 28). PagerDuty and ManageEngine ADManager Plus round out the top tier, while internal.io and pointapp.org secure mid-table positions with no published scores.
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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 7/100
Freshservice, Jira Service Management, and ServiceNow tie at 54 in head-to-head evaluations across 30 comparison queries. Atlassian scores 52 over 29 queries, while ManageEngine ServiceDesk Plus manages 48 across 27. The median evaluation score sits at 7, indicating most brands in the 168-vendor field receive minimal structured testing.
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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.
Brands to know
In this category
ServiceNow Software Asset Management
Leads the category with a 70% shortlist rate and a 13-point upward trend. Models cite it in 535 mentions across four LLMs, the highest mention volume in the data set.
Read brand profile →Atlassian
Appears three times in the top 10 shortlist with rates of 66%, 49%, and 41%, totaling 868 mentions. Scores 52 in evaluations, just behind the 54-point leaders.
Read brand profile →Pagerduty
Holds a 74 consensus score—the highest among featured brands—with a 29% shortlist rate and 133 mentions. Strong model agreement positions it as the go-to incident-response pick.
Read brand profile →Freshservice
Reaches 49% shortlist penetration and ties for the top evaluation score (54) despite a consensus score of only 28. The gap suggests models recommend it in context but diverge on overall positioning.
Read brand profile →ClickUp
Scores 78—the category's highest—yet does not crack the top-10 shortlist by appearance rate. Models favor it in direct comparisons but cite incumbents more often in open queries.
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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