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LiveAgent vs SCSM comparison

QualityUnit and Microsoft are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #43, while Microsoft is ranked #11 with an average rating of 7.4. QualityUnit holds a 0.2% mindshare in ISM, compared to Microsoft’s 1.6% 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
  • 106 Views
  • 55 Comparison Views
100% willing to recommend
SCSM
Read 26 SCSM reviews
  • 896 Views
  • 495 Comparison Views
66% willing to recommend
 

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.

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To learn more, read our detailed LiveAgent vs. SCSM Report (Updated: April 2025).
Buyer's Guide
LiveAgent vs. SCSM
April 2025
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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)
43rd
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Knowledge Management Software (15th)
SCSM
Ranking in Help Desk Software
12th
Ranking in IT Service Management (ITSM)
11th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of May 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 1.6%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.
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PraveenSharma3 - PeerSpot reviewer
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."
"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."
"This product has helped our organization by allowing people to connect with each other."
"It is a simple solution that is easy to configure."
"The solution is quite easy to integrate with other Microsoft products."
"The most valuable feature is the reporting of incidents."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"This solution is easy to use."
More SCSM pros
 

Cons

"Connection to other softwares could be improved."
"There are other products that are more popular."
"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."
"We would like to see a web-based interface that works on mobile devices."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"The price of this solution is high and it needs to be cheaper."
"The user interface needs to be improved."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"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
"It is an expensive solution."
"The platform is competitively priced."
"The pricing is reasonable."
"Licensing can be complex and confusing."
"The license for SCSM is cheap."
"It is a lower price vs. other things on the market."
"The price should be lower."
"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."
More SCSM pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Government
27%
Computer Software Company
11%
Manufacturing Company
11%
Financial Services Firm
10%
 

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.
See all answers
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.
See all answers
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 Logo
ServiceNow vs SCSM
Compared 56% of the time
BMC Helix ITSM vs SCSM Logo
BMC Helix ITSM vs SCSM
Compared 17% of the time
ManageEngine ServiceDesk Plus vs SCSM Logo
ManageEngine ServiceDesk Plus vs SCSM
Compared 16% of the time
JIRA Service Management vs SCSM Logo
JIRA Service Management vs SCSM
Compared 11% of the time
More SCSM Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
April 2025
LiveAgent reportDownload LiveAgent product report
Buyer's Guide
SCSM
April 2025
SCSM reportDownload 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
April 2025
Free Report: LiveAgent vs. SCSM
Find out what your peers are saying about LiveAgent vs. SCSM and other solutions. Updated: April 2025.
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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.