Leena AI vs SCSM comparison

Leena AI and Microsoft are both solutions in the Help Desk Software category. Leena AI is ranked #19 with an average rating of 9.0, while Microsoft is ranked #10 with an average rating of 7.0. Leena AI holds a 0.3% mindshare in HDS, compared to Microsoft’s 1.9% mindshare. Additionally, 100% of Leena AI users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

Leena AI

Read 2 Leena AI reviews

291 Views
102 Comparison Views

100% willing to recommend

SCSM

Read 27 SCSM reviews

1,268 Views
1,078 Comparison Views

64% willing to recommend

Leena AI

SCSM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Leena AI and SCSM based on real PeerSpot user reviews.

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Buyer's Guide

Help Desk Software

December 2025

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Helped 881,114 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Leena AI

Ranking in Help Desk Software

19th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

AI-Agents for HR (4th), AI IT Support (25th), AI Procurement & Supply Chain (2nd)

SCSM

Ranking in Help Desk Software

10th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (10th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Leena AI is 0.3%. The mindshare of SCSM is 1.9%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
SCSM	1.9%
Leena AI	0.3%
Other	97.8%

Help Desk Software

Featured Reviews

Abhijit Prasad

Human Resource Manager at a manufacturing company with 5,001-10,000 employees

Chatbot has organized HR queries and has improved employee experience and self-service

The best feature that Leena AI offers is that it improves daily. Everything is improving with Leena AI, especially with enhancements in integrations, analytics, and the addition of AI in chatbots that help personalize content and provide relevant answers to end users based on past experiences from other companies. I worked in Human Resources and managed only the human resources section of Leena AI. Currently, Leena AI has also onboarded smart integration with WhatsApp, Teams, and Outlook, which is a valuable feature to have. Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages. After implementing Leena HR chatbot recently, workflows were streamlined. Queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience. The improvements include an increase in resolution times. Since Leena AI is a growing chatbot, information that was previously scattered is now centralized, improving employee experience from 70% to 90% according to our survey.

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LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"After implementing Leena HR chatbot recently, workflows were streamlined, queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience."

"Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries."

"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."

"SCCM provides remote tool functionality, which is not in Intune."

"I've used SCSM a lot, and its features are valuable."

"The reporting is very good."

"It is one of the most stable solutions in the market."

"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."

"If it is correctly configured, you can access and give service quickly to all the end users."

"It is a simple solution that is easy to configure."

More SCSM pros

Cons

"Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"I have found SCSM not adequate enough to carry out some functions."

"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."

"It has not helped reduce the burden on IT resources."

"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."

"They need more integration with open-source products."

"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."

More SCSM cons

Pricing and Cost Advice

Information not available

"Licensing can be complex and confusing."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"The price should be lower."

"The platform is competitively priced."

"The pricing is reasonable."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"The license for SCSM is cheap."

"I would rate the pricing as two out of five."

More SCSM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Government

19%

Manufacturing Company

University

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

Questions from the Community

What is your experience regarding pricing and costs for Leena AI?

My experience with pricing, setup cost, and licensing has been positive. They are flexible with licensing, and the cost is manageable in India.

See all answers

What needs improvement with Leena AI?

The reduction in the time of resolving client concerns is an area for improvement. If I have some issue that needs to be fixed immediately, the product team and support team of Leena AI can work to...

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What is your primary use case for Leena AI?

My team uses Leena AI for query resolution through their helpdesk platform. We also use the chatbot and onboarding module as well as the offboarding module of Leena AI. I work in a team where we mo...

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What do you like most about SCSM?

The solution offers good productivity at a low price point.

See all answers

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

See all answers

What needs improvement with SCSM?

See all answers

Comparisons

No data available

ServiceNow vs SCSM

Compared 25% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 17% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 8% of the time

BMC Helix ITSM vs SCSM

Compared 7% of the time

Ivanti Neurons for ITSM vs SCSM

Compared 6% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Help Desk Software

December 2025

Download Leena AI product report

Buyer's Guide

SCSM

January 2026

Download SCSM product report

Also Known As

No data available

System Center Service Manager

Overview

A Gen AI autonomous agent for employees that reduces IT, HR, Finance tickets. We guarantee 70% self-service ratio in the contract.
A Gen AI agent for enterprises that can perform complex tasks across applications with a single prompt. Say goodbye to scattered processes and ineffective co-pilots. Leena AI centralizes knowledge access by integrating with popular knowledge bases, ensuring employees receive personalized, accurate, and up-to-date information with concise responses. It also identifies knowledge gaps and proactively creates helpful content to prevent recurring issues.

Leena AI

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

Microsoft

Sample Customers

Information Not Available

Fibabanka, UMC Health System

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