LiveAgent vs SCSM comparison

QualityUnit and Microsoft are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #49, while Microsoft is ranked #10 with an average rating of 7.7. QualityUnit holds a 0.2% mindshare in ISM, compared to Microsoft’s 1.5% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 66% of Microsoft users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

111 Views
28 Comparison Views

100% willing to recommend

SCSM

Read 26 SCSM reviews

829 Views
328 Comparison Views

66% 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: May 2025).

Buyer's Guide

LiveAgent vs. SCSM

May 2025

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Helped 857,162 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

38th

Ranking in IT Service Management (ITSM)

49th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (22nd)

SCSM

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

10th

Average Rating

7.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of LiveAgent is 0.2%, down from 0.2% compared to the previous year. The mindshare of SCSM is 1.5%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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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PraveenSharma3

UX Manager at a computer software company with 5,001-10,000 employees

Enhanced remote functionality complements intricate admin management

We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…

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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

"Provides service level optimization."

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

"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."

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

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

"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."

"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."

"The most requested feature from our customers is the helpdesk ticketing system."

"This product has helped our organization by allowing people to connect with each other."

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

More SCSM pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"Mobile application integration would be an improvement."

"Resources for understanding compliance and relative compliance need to be made available."

"The configuration could be easier."

"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."

"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."

"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."

"The user interface needs to be improved."

"We would like to see a web-based interface that works on mobile devices."

More SCSM cons

Pricing and Cost Advice

Information not available

"It is an expensive solution."

"The price should be lower."

"The license for SCSM is cheap."

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

"Licensing can be complex and confusing."

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

"The platform is competitively priced."

"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

26%

Computer Software Company

13%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about SCSM?

The solution offers good productivity at a low price point.

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What is your experience regarding pricing and costs for SCSM?

We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.

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What needs improvement with SCSM?

From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...

See all answers

Comparisons

No data available

ServiceNow vs SCSM

Compared 49% of the time

BMC Helix ITSM vs SCSM

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 15% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 11% of the time

JIRA Service Management vs SCSM

Compared 9% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Help Desk Software

May 2025

Download LiveAgent product report

Buyer's Guide

SCSM

May 2025

Download SCSM product report

Also Known As

No data available

System Center Service Manager

Overview

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

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

May 2025

Free Report: LiveAgent vs. SCSM

Find out what your peers are saying about LiveAgent vs. SCSM and other solutions. Updated: May 2025.

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