17 Ratings
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Score 7.9 out of 100
156 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    IT Asset Management

    2.2

    KACE Asset Management Appliance

    22%

    SolarWinds Service Desk

    Feature Set Not Supported
    N/A
    KACE Asset Management Appliance ranks higher in 5/5 features

    Software and hardware inventory tracking

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    License management

    1.0
    10%
    2 Ratings
    N/A
    0 Ratings

    Asset lifecycle monitoring

    1.0
    10%
    2 Ratings
    N/A
    0 Ratings

    Contract management

    1.0
    10%
    2 Ratings
    N/A
    0 Ratings

    Asset relationship management

    1.0
    10%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    KACE Asset Management Appliance

    Feature Set Not Supported
    N/A
    8.0

    SolarWinds Service Desk

    80%
    SolarWinds Service Desk (SSD) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.3
    93%
    96 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    57 Ratings

    Service restoration

    N/A
    0 Ratings
    7.3
    73%
    58 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.0
    80%
    86 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.9
    89%
    68 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.1
    81%
    76 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    6.4
    64%
    87 Ratings

    ITSM asset management

    KACE Asset Management Appliance

    Feature Set Not Supported
    N/A
    6.9

    SolarWinds Service Desk

    69%
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    6.9
    69%
    74 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    6.9
    69%
    81 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    6.9
    69%
    63 Ratings

    Change management

    KACE Asset Management Appliance

    Feature Set Not Supported
    N/A
    8.0

    SolarWinds Service Desk

    80%
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.6
    86%
    64 Ratings

    Change calendar

    N/A
    0 Ratings
    7.7
    77%
    44 Ratings

    Service-level management

    N/A
    0 Ratings
    7.8
    78%
    72 Ratings

    Attribute Ratings

    • SolarWinds Service Desk (SSD) is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    5.0

    KACE Asset Management Appliance

    50%
    2 Ratings
    8.2

    SolarWinds Service Desk

    82%
    118 Ratings

    Likelihood to Renew

    KACE Asset Management Appliance

    N/A
    0 Ratings
    6.7

    SolarWinds Service Desk

    67%
    8 Ratings

    Usability

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.9

    SolarWinds Service Desk

    89%
    7 Ratings

    Availability

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.4

    SolarWinds Service Desk

    84%
    13 Ratings

    Performance

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.7

    SolarWinds Service Desk

    87%
    7 Ratings

    Support Rating

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.4

    SolarWinds Service Desk

    84%
    93 Ratings

    In-Person Training

    KACE Asset Management Appliance

    N/A
    0 Ratings
    9.1

    SolarWinds Service Desk

    91%
    1 Rating

    Online Training

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.2

    SolarWinds Service Desk

    82%
    2 Ratings

    Implementation Rating

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.7

    SolarWinds Service Desk

    87%
    5 Ratings

    Configurability

    KACE Asset Management Appliance

    N/A
    0 Ratings
    7.3

    SolarWinds Service Desk

    73%
    1 Rating

    Ease of integration

    KACE Asset Management Appliance

    N/A
    0 Ratings
    4.5

    SolarWinds Service Desk

    45%
    1 Rating

    Product Scalability

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.8

    SolarWinds Service Desk

    88%
    4 Ratings

    Vendor post-sale

    KACE Asset Management Appliance

    N/A
    0 Ratings
    8.2

    SolarWinds Service Desk

    82%
    2 Ratings

    Vendor pre-sale

    KACE Asset Management Appliance

    N/A
    0 Ratings
    7.7

    SolarWinds Service Desk

    77%
    2 Ratings

    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.
    Read full review

    SolarWinds

    If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
    Read full review

    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!
    Read full review

    SolarWinds

    • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
    • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
    • Lots of options and features are available for you to include in your forms.
    • Integrates well with SAML-based SSO and has capabilities for MFA.
    • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
    Read full review

    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.
    Read full review

    SolarWinds

    • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
    • Greater flexibility to modify the layout of incident request forms.
    • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
    Read full review

    Pricing Details

    KACE Asset Management Appliance

    Starting Price

    Editions & Modules

    KACE Asset Management Appliance editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      SolarWinds Service Desk

      Starting Price

      Editions & Modules

      SolarWinds Service Desk editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Pricing Info

        Likelihood to Renew

        Quest

        No answers on this topic

        SolarWinds

        My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
        Read full review

        Usability

        Quest

        No answers on this topic

        SolarWinds

        Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
        Read full review

        Reliability and Availability

        Quest

        No answers on this topic

        SolarWinds

        Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
        Read full review

        Performance

        Quest

        No answers on this topic

        SolarWinds

        When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
        Read full review

        Support Rating

        Quest

        No answers on this topic

        SolarWinds

        SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
        Read full review

        Online Training

        Quest

        No answers on this topic

        SolarWinds

        When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
        Read full review

        Implementation Rating

        Quest

        No answers on this topic

        SolarWinds

        The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
        Read full review

        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!
        Read full review

        SolarWinds

        We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
        Read full review

        Scalability

        Quest

        No answers on this topic

        SolarWinds

        We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
        Read full review

        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.
        Read full review

        SolarWinds

        • We are more easily able to quantify user satisfaction with support.
        • We are able to develop SLAs that quantify and define the obligation of our support teams.
        • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
        Read full review

        Screenshots

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