Category · AI Citation Index
IT & Service Management
ServiceNow and Atlassian dominate shortlists at 70% and 68%; Freshservice and Jira Service Management tie at 74 in head-to-head evaluations.
861 discovery queries · 1,038 head-to-heads · refreshed Sep 24, 2026
Discovery stage
The shortlist
Across 861 buyer-style "IT & Service Management" queries
ServiceNow Software Asset Management and Atlassian appear in 70% and 68% of shortlists across 861 prompts, with Atlassian showing up three times in the top ten. Freshservice lands at 62% despite scoring only 28 — a signal AI models cite it broadly but buyers should validate fit. Microsoft and Okta trail at 38% and 39% shortlist rates.
- 1ServiceNow Software Asset Managementservicenow.com70%
- 2Atlassianatlassian.com68%
- 3Atlassianatlassian.com65%
- 4Atlassianatlassian.com65%
- 5Freshservicefreshservice.com62%
- 6ManageEngine ADManager Plusmanageengine.com47%
- 7Oktaokta.com39%
- 8Microsoftmicrosoft.com38%
- 9datadog.comdatadog.com33%
- 10Ivanti vADCivanti.com31%
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Score shifts, new entrants, citation gaps — every Monday.
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 3/100
Freshservice, Jira Service Management, and ServiceNow each score 74 when directly compared across 111–112 queries. Atlassian scores 65 across 98 comparisons, while Okta hits 62 in 94 head-to-heads. Datadog and ManageEngine ServiceDesk Plus sit below 53, showing weaker performance in side-by-side evaluations.
Hover or click a logo to see brand details
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
Monthly scores fluctuate sharply — from 63 in March to 31 in September — but sample sizes vary widely (15 to 65), limiting trend confidence. ServiceNow Software Asset Management rose 13 points month-over-month; Microsoft dropped 16.
Brands to know
In this category
ServiceNow Software Asset Management
Tops shortlists at 70% and scores 71, with a 13-point upward delta. ServiceNow appears in 606 of 861 prompts, the highest reach in the category.
Read brand profile →Atlassian
Appears three times in the top ten shortlist slots, with rates between 65% and 68%. Scores 65 in head-to-head comparisons across 98 queries, trailing Jira Service Management's 74.
Read brand profile →Freshservice
Reaches 62% of shortlists but scores only 28 — a 46-point gap suggesting weak buyer ratings despite strong AI visibility. Ties for the highest evaluation score at 74 across 111 comparisons.
Read brand profile →Okta
Shortlisted in 39% of prompts and scores 71 overall, with 62 in direct comparisons. Appears in 333 prompts with four-model diversity, showing consistent cross-platform presence.
Read brand profile →Pagerduty
Scores 74 among featured candidates but does not crack the top-ten shortlist, indicating strong performance in narrow use cases rather than broad ITSM workflows.
Read brand profile →Citation sources
Where AI pulls citations from
1000 citations captured across IT & Service Management prompt runs.
Vendor pages
271Product, help, and marketing pages from tracked vendors
Independent sources
210Reviews, 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- DelDOT Procedures for entering a New Hire within ServiceNow for ITwebfiles.dti.delaware.gov
Evaluation
Buyers comparing options- How to Budget for your ITSM Technologysunrisesoftware.com
Trust
Buyers checking credibility- Best ITSM tool of 2026techradar.com
- Table of Contentsthinktanks.co.za
Drill down
Subcategories
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