LiveAgent vs SCSM comparison

QualityUnit and Microsoft are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #41, while Microsoft is ranked #10 with an average rating of 7.0. QualityUnit holds a 0.8% mindshare in ISM, compared to Microsoft’s 1.8% 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

607 Views
322 Comparison Views

100% willing to recommend

SCSM

Read 27 SCSM reviews

1,268 Views
938 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: January 2026).

Buyer's Guide

LiveAgent vs. SCSM

January 2026

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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

LiveAgent

Ranking in Help Desk Software

40th

Ranking in IT Service Management (ITSM)

41st

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (18th)

SCSM

Ranking in Help Desk Software

10th

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 January 2026, in the IT Service Management (ITSM) category, the mindshare of LiveAgent is 0.8%, up from 0.3% compared to the previous year. The mindshare of SCSM is 1.8%, up from 1.8% 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	1.8%
LiveAgent	0.8%
Other	97.4%

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

"Provides service level optimization."

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

"The reporting is very good."

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

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

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

"It is quite scalable."

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

"The solution is quite easy to integrate with other Microsoft products."

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

More SCSM pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"The user interface needs to be improved."

"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."

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

"The logs and reporting-related features of the product have certain shortcomings where improvements are required."

"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."

"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."

"Once we had an issue with a desktop download that would not open."

More SCSM cons

Pricing and Cost Advice

Information not available

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

"The platform is competitively priced."

"The license for SCSM is cheap."

"It is an expensive solution."

"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."

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

"The price should be lower."

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

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

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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?

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 34% of the time

Zendesk vs LiveAgent

Compared 21% of the time

Zoho Desk vs LiveAgent

Compared 13% of the time

Samanage vs LiveAgent

Compared 11% of the time

BMC Helix ITSM vs LiveAgent

Compared 11% of the time

More LiveAgent Competitors

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 LiveAgent product report

Buyer's Guide

SCSM

January 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

January 2026

Free Report: LiveAgent vs. SCSM

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