Alemba Service Manager vs LiveAgent comparison

Alemba and QualityUnit are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #24 with an average rating of 7.0, while QualityUnit is ranked #43. Alemba holds a 0.8% mindshare in ISM, compared to QualityUnit’s 0.2% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

Alemba Service Manager

Read 3 Alemba Service Manager reviews

384 Views
221 Comparison Views

100% willing to recommend

LiveAgent

Read 2 LiveAgent reviews

106 Views
55 Comparison Views

100% willing to recommend

Alemba Service Manager

LiveAgent

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Executive SummaryUpdated on Nov 3, 2024

Alemba Service Manager and LiveAgent compete in IT service management and customer support sectors. Alemba Service Manager is preferred for complex IT environments due to its comprehensive IT service management capabilities, while LiveAgent is favored in customer support for its ease of use and flexibility.

Features: Alemba Service Manager provides robust IT service management with advanced workflow automation, making it suitable for enterprises seeking comprehensive IT solutions. It offers ITIL-aligned functions tailored for organizations with complex IT needs. LiveAgent provides an integrated ticketing system, live chat, and social media management, targeting businesses focused on customer engagement. Its extensive customer support features ensure efficient and reliable service delivery.

Ease of Deployment and Customer Service: Alemba Service Manager often involves a more intricate deployment process, suitable for companies with dedicated IT teams experienced in handling complex IT infrastructures. In contrast, LiveAgent offers a straightforward deployment process with versatile setup options, providing ease and quick implementation, favored by businesses needing immediate setup without extensive IT support.

Pricing and ROI: Alemba Service Manager typically has a higher upfront setup cost, appealing to organizations with complex IT requirements seeking long-term ROI through its expansive functionalities. LiveAgent offers a more affordable pricing model, attractive for businesses with smaller budgets looking for immediate value from scalable customer service tools.

To learn more, read our detailed Alemba Service Manager vs. LiveAgent Report (Updated: April 2025).

Buyer's Guide

Alemba Service Manager vs. LiveAgent

April 2025

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Helped 848,207 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

Alemba Service Manager

Ranking in IT Service Management (ITSM)

24th

Average Rating

7.4

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

LiveAgent

Ranking in IT Service Management (ITSM)

43rd

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (38th), Knowledge Management Software (15th)

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.8%, down from 0.8% compared to the previous year. The mindshare of LiveAgent is 0.2%, down from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

reviewer1099623

ICT Analyst at a energy/utilities company with 5,001-10,000 employees

Fulfills all IT management needs, simple setup, but could be more user-friendly

Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.

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Daniel Lies

Head of Process Management at Immoveo gmbh

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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."

"Incident Management is the most valuable feature of the solution."

"The workflow is very good, as well as customizable."

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

"Provides service level optimization."

Cons

"The reporting needs to be improved."

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."

"The product should improve its ability to integrate with third-party tools."

"Connection to other softwares could be improved."

"There are other products that are more popular."

Pricing and Cost Advice

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."

"The product is much cheaper than ServiceNow."

Information not available

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Top Industries

By visitors reading reviews

Government

20%

Computer Software Company

14%

Non Profit

10%

Energy/Utilities Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Alemba vFire?

Incident Management is the most valuable feature of the solution.

See all answers

What needs improvement with Alemba vFire?

The product should improve its ability to integrate with third-party tools. The service portal should be customizable.

See all answers

What is your primary use case for Alemba vFire?

The product is used for incident management, change management, and request management. We can store assets like people, machines, and processes in CMDB. We can also use the solution to see the cha...

See all answers

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Comparisons

ServiceNow vs Alemba Service Manager

Compared 69% of the time

BMC Helix ITSM vs Alemba Service Manager

Compared 31% of the time

More Alemba Service Manager Competitors

No data available

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download Alemba Service Manager product report

Buyer's Guide

Help Desk Software

March 2025

Download LiveAgent product report

Also Known As

vFire

No data available

Interactive Demo

Alemba

Demo not available

QualityUnit

Overview

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Rapid Start expedites deployment with a pre-built database, and no-code process development simplifies workflow creation.

ASM offers organizational transformation by enhancing workflows, ensuring standardization, and adapting to departmental needs.

ASM fits any global business managing information. Our competitive and unique pricing model takes into account different levels of participation in organizations, offering a solution for everyone.

Alemba

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

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

Alemba Service Manager vs. LiveAgent

April 2025

Free Report: Alemba Service Manager vs. LiveAgent

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