We performed a comparison between LiveAgent and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"SPM and ITSM features are the most helpful."
"We always get good support."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"ServiceNow was the first true enterprise to service management platform."
"Makes ticket information easy to access."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"The discovery of assets could be improved; right now they only allow for one domain."
"Integration capabilities can improve."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"The high price is a huge barrier in Portugal."
Earn 20 points
LiveAgent is ranked 33rd in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. LiveAgent is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". LiveAgent is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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