Z.AI: GLM 4.7 GEO Ranking for Enterprise Service Management

“* **Key Strengths:** * **The "Now Platform":** It is a truly unified platform rather than a collection of integrated apps.”

“Atlassian (Jira Service Management) Atlassian has aggressively pivoted from pure software development tracking to a full-fledged ESM contender.”

“BMC Helix BMC is a legacy heavyweight that has successfully modernized its offering to compete in the ESM space via its Helix platform, focusing heavily on AI and automation. * **Key Strengths:** * **AI-Driven (BMC HelixGPT):** BMC places a heavy bet on AI to classify tickets, route issues, and resolve common queries without human intervention.”

“* **Key Weaknesses:** * **User Interface:** While modernized, the UI can still feel stiffer and less intuitive than newer competitors like Freshservice or Atlassian. Freshservice (Freshworks) Freshservice is the leader in the "mid-market" and is moving upstream.”

“Ivanti Neurons for ITSM Ivanti has differentiated itself by tying ESM tightly to "Unified Endpoint Management" (UEM)—meaning they manage the devices (laptops, phones) as well as the service requests for them.”