KACE Asset Management Appliance vs. ManageEngine ServiceDesk Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
KACE Asset Management Appliance
Score 7.1 out of 10
N/A
KACE Asset Management Appliance (formerly Dell's Asset Manager) from Quest Software is an IT asset management (ITAM) and software asset management (SAM) solution.N/A
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
KACE Asset Management ApplianceManageEngine ServiceDesk Plus
Editions & Modules
No answers on this topic
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
KACE Asset Management ApplianceManageEngine ServiceDesk Plus
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
KACE Asset Management ApplianceManageEngine ServiceDesk Plus
Top Pros
Top Cons
Features
KACE Asset Management ApplianceManageEngine ServiceDesk Plus
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
KACE Asset Management Appliance
2.2
2 Ratings
110% below category average
ManageEngine ServiceDesk Plus
-
Ratings
Software and hardware inventory tracking7.02 Ratings00 Ratings
License management1.02 Ratings00 Ratings
Asset lifecycle monitoring1.02 Ratings00 Ratings
Contract management1.02 Ratings00 Ratings
Asset relationship management1.02 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
KACE Asset Management Appliance
-
Ratings
ManageEngine ServiceDesk Plus
8.9
19 Ratings
9% above category average
Organize and prioritize service tickets00 Ratings10.019 Ratings
Expert directory00 Ratings9.012 Ratings
Service restoration00 Ratings10.014 Ratings
Self-service tools00 Ratings8.017 Ratings
Subscription-based notifications00 Ratings9.013 Ratings
ITSM collaboration and documentation00 Ratings7.015 Ratings
ITSM reports and dashboards00 Ratings9.017 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
KACE Asset Management Appliance
-
Ratings
ManageEngine ServiceDesk Plus
8.7
14 Ratings
6% above category average
Configuration mangement00 Ratings8.013 Ratings
Asset management dashboard00 Ratings9.013 Ratings
Policy and contract enforcement00 Ratings9.09 Ratings
Change management
Comparison of Change management features of Product A and Product B
KACE Asset Management Appliance
-
Ratings
ManageEngine ServiceDesk Plus
9.7
15 Ratings
15% above category average
Change requests repository00 Ratings9.014 Ratings
Change calendar00 Ratings10.010 Ratings
Service-level management00 Ratings10.013 Ratings
Best Alternatives
KACE Asset Management ApplianceManageEngine ServiceDesk Plus
Small Businesses
ConnectWise RMM
ConnectWise RMM
Score 8.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KACE Asset Management ApplianceManageEngine ServiceDesk Plus
Likelihood to Recommend
5.0
(2 ratings)
9.0
(19 ratings)
Likelihood to Renew
-
(0 ratings)
6.0
(1 ratings)
Usability
-
(0 ratings)
8.0
(3 ratings)
Support Rating
-
(0 ratings)
9.0
(3 ratings)
User Testimonials
KACE Asset Management ApplianceManageEngine ServiceDesk Plus
Likelihood to Recommend
Quest
The KACE Management Appliance does many different things, but does not do them as well as other products. It is an all-in-one system for Asset tracking, software management, ticketing system, Contact management, and reporting. If you require basic functionality for these, then this product will meet your needs. But when you begin needing advanced/granular functions from the appliance, it will fall short.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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Pros
Quest
  • Gives you real time data to systems on my network.
  • I can get information on all applications running on devices on my network.
  • I can get information on what systems are not currently patched and up to date with MS and Virus definitions!
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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Cons
Quest
  • Configuring automated software installs is difficult, and logs do not present useful information for troubleshooting.
  • Customer support will just refer you to search itninja.com when you call in for support issues.
  • KACE community site (itninja.com), has outdated documentation, and answers to questions are usually vague at best.
  • KACE Amp agent constantly breaks, and has to be re-installed on end user computers.
  • A parent-child relationship in the ticketing system requires you to create a process.
  • Remote provisioning fails consistently and does not provide any useful information as to why it failed.
  • K1000 is overpriced for the jobs it actually performs and the work that is required to maintain it.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
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Likelihood to Renew
Quest
No answers on this topic
ManageEngine, A Div of Zoho Corporation Pvt Ltd
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
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Usability
Quest
No answers on this topic
ManageEngine, A Div of Zoho Corporation Pvt Ltd
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
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Support Rating
Quest
No answers on this topic
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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Alternatives Considered
Quest
DAM blows away what Free wear we were previous trying to tweak and change for use to benefit the County. But as we looked into DAM we saw much more available with this product compared to what we had been trying to use over the last 10 years. It took a lot of convincing to get County Administration on board with County IT but after we had Dell come in and demo software and appliand to BOS and County Administrator they saw the added benefits of going with DAM! It has been a great addition to our County IT tools!
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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Return on Investment
Quest
  • Asset Tracking works exceptionally well, until the AMP agent breaks an endpoint machine. Quick re-install of the AMP agent usually resolves the issue.
  • The remote provisioning tool fails 90% of the time. If this worked properly or informed us why the remote provisioning failed, this tool could become an invaluable asset.
  • We canceled the support contact because the renewal price was expensive and cost just as much as the initial purchase price.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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ScreenShots