LiveAgent vs SCSM comparison

QualityUnit and Microsoft are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #45, while Microsoft is ranked #10 with an average rating of 7.6. QualityUnit holds a 0.6% mindshare in ISM, compared to Microsoft’s 1.6% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

400 Views
236 Comparison Views

100% willing to recommend

SCSM

Read 27 SCSM reviews

1,026 Views
811 Comparison Views

64% willing to recommend

LiveAgent

SCSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SCSM and LiveAgent are competitive products in the field of customer support and IT service management. LiveAgent appears to have the upper hand due to its comprehensive feature set and ease of deployment, offering significant value for cost.

Features: SCSM offers robust integration with Microsoft systems, customizable workflows, and comprehensive IT service management capabilities. LiveAgent provides multi-channel support, automation, and advanced reporting features, facilitating efficient customer interactions.

Ease of Deployment and Customer Service: SCSM requires a complex setup process requiring specialized technical knowledge. LiveAgent provides straightforward deployment and is recognized for superior customer service, enhancing the user experience.

Pricing and ROI: SCSM involves high upfront costs with ROI depending on Microsoft technology adoption. LiveAgent offers more accessible pricing models, leading to quicker ROI due to lower initial investments and rapid deployment.

To learn more, read our detailed LiveAgent vs. SCSM Report (Updated: September 2025).

Buyer's Guide

LiveAgent vs. SCSM

September 2025

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Helped 869,566 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

LiveAgent

Ranking in Help Desk Software

37th

Ranking in IT Service Management (ITSM)

45th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (26th)

SCSM

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

10th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of LiveAgent is 0.6%, up from 0.3% compared to the previous year. The mindshare of SCSM is 1.6%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
SCSM	1.6%
LiveAgent	0.6%
Other	97.8%

IT Service Management (ITSM)

Featured Reviews

Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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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

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

"Many more features than other comparable products."

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

"The call logging is the solution's most valuable feature. It's very easy to use."

"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"The most valuable feature is the reporting of incidents."

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

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

More SCSM pros

Cons

"There are other products that are more popular."

"Connection to other softwares could be improved."

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

"They might be looking for additional functionalities that SCSM could integrate."

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

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

"The configuration could be easier."

"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."

"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."

More SCSM cons

Pricing and Cost Advice

Information not available

"The price should be lower."

"The platform is competitively priced."

"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 pricing is reasonable."

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

"The license for SCSM is cheap."

"It is a lower price vs. other things on the market."

"It is an expensive solution."

More SCSM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Government

25%

Computer Software Company

University

Financial Services Firm

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

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Earn 20 points

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.

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What needs improvement with SCSM?

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Comparisons

JIRA Service Management vs LiveAgent

Compared 48% of the time

Zendesk vs LiveAgent

Compared 30% of the time

Zoho Desk vs LiveAgent

Compared 22% of the time

More LiveAgent Competitors

ServiceNow vs SCSM

Compared 45% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 25% of the time

BMC Helix ITSM vs SCSM

Compared 15% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 8% of the time

Infraon Desk vs SCSM

Compared 7% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Help Desk Software

September 2025

Download LiveAgent product report

Buyer's Guide

SCSM

September 2025

Download SCSM product report

Also Known As

No data available

System Center Service Manager

Overview

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

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

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Fibabanka, UMC Health System

Buyer's Guide

LiveAgent vs. SCSM

September 2025

Free Report: LiveAgent vs. SCSM

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