LiveAgent vs SCSM comparison

QualityUnit and Microsoft are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #40, while Microsoft is ranked #11 with an average rating of 7.0. QualityUnit holds a 0.9% mindshare in ISM, compared to Microsoft’s 1.9% 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

816 Views
424 Comparison Views

100% willing to recommend

SCSM

Read 27 SCSM reviews

1,677 Views
1,241 Comparison Views

64% willing to recommend

LiveAgent

SCSM

Comparison Buyer's Guide

Download the report

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: March 2026).

Buyer's Guide

LiveAgent vs. SCSM

March 2026

Download the complete report

Helped 885,311 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

40th

Ranking in IT Service Management (ITSM)

40th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (16th)

SCSM

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

11th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of LiveAgent is 0.9%, up from 0.2% compared to the previous year. The mindshare of SCSM is 1.9%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
SCSM	1.9%
LiveAgent	0.9%
Other	97.2%

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.

Read full review

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.

Read full review

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."

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

"Provides service level optimization."

"My experience with LiveAgent so far has been a seamless one."

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

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

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

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

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

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

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

"The solution offers good productivity at a low price point."

More SCSM pros

Cons

"There are other products that are more popular."

"Connection to other softwares could be improved."

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

"The price of this solution is high and it needs to be cheaper."

"I would like to have the ability to integrate with other systems from the back-end. I am using Orchestrator and it is a little bit difficult because there are too many constraints."

"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."

"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."

"Mobile application integration would be an improvement."

"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."

"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."

"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."

More SCSM cons

Pricing and Cost Advice

Information not available

"The pricing is reasonable."

"The license for SCSM is cheap."

"It is an expensive solution."

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

"The price should be lower."

"The platform is competitively priced."

"Licensing can be complex and confusing."

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

More SCSM pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

885,311 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Government

13%

Construction Company

13%

Comms Service Provider

10%

Manufacturing 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

Ask a question

Earn 20 points

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

What is your primary use case for SCSM?

In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint, Outlook, server licensing, and Azure. We have Active Directory with Windows Se...

See all answers

Comparisons

JIRA Service Management vs LiveAgent

Compared 24% of the time

Zendesk vs LiveAgent

Compared 18% of the time

BMC Helix ITSM vs LiveAgent

Compared 11% of the time

Jive vs LiveAgent

Compared 9% of the time

Samanage vs LiveAgent

Compared 9% of the time

More LiveAgent Competitors

ServiceNow vs SCSM

Compared 18% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 14% of the time

BMC Helix ITSM vs SCSM

Compared 7% of the time

Infraon Desk vs SCSM

Compared 7% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 5% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Help Desk Software

March 2026

Download LiveAgent product report

Buyer's Guide

SCSM

March 2026

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

March 2026

Free Report: LiveAgent vs. SCSM

Find out what your peers are saying about LiveAgent vs. SCSM and other solutions. Updated: March 2026.

DOWNLOAD NOW

885,311 professionals have used our research since 2012.

See our LiveAgent vs. SCSM report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.