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Top Rated
149 Ratings
16 Ratings
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Score 7.7 out of 100

SolarWinds Service Desk

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Top Rated
149 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

KACE Asset Management Appliance

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.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.
Ali Kazempour | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

KACE Asset Management Appliance
2.2
SolarWinds Service Desk
Software and hardware inventory tracking
KACE Asset Management Appliance
7.0
SolarWinds Service Desk
License management
KACE Asset Management Appliance
1.0
SolarWinds Service Desk
Asset lifecycle monitoring
KACE Asset Management Appliance
1.0
SolarWinds Service Desk
Contract management
KACE Asset Management Appliance
1.0
SolarWinds Service Desk
Asset relationship management
KACE Asset Management Appliance
1.0
SolarWinds Service Desk

Incident and problem management

KACE Asset Management Appliance
SolarWinds Service Desk
7.9
Organize and prioritize service tickets
KACE Asset Management Appliance
SolarWinds Service Desk
9.3
Expert directory
KACE Asset Management Appliance
SolarWinds Service Desk
7.7
Service restoration
KACE Asset Management Appliance
SolarWinds Service Desk
7.1
Self-service tools
KACE Asset Management Appliance
SolarWinds Service Desk
7.9
Subscription-based notifications
KACE Asset Management Appliance
SolarWinds Service Desk
8.6
ITSM collaboration and documentation
KACE Asset Management Appliance
SolarWinds Service Desk
8.1
ITSM reports and dashboards
KACE Asset Management Appliance
SolarWinds Service Desk
6.5

ITSM asset management

KACE Asset Management Appliance
SolarWinds Service Desk
6.8
Configuration mangement
KACE Asset Management Appliance
SolarWinds Service Desk
6.9
Asset management dashboard
KACE Asset Management Appliance
SolarWinds Service Desk
6.8
Policy and contract enforcement
KACE Asset Management Appliance
SolarWinds Service Desk
6.8

Change management

KACE Asset Management Appliance
SolarWinds Service Desk
8.0
Change requests repository
KACE Asset Management Appliance
SolarWinds Service Desk
8.6
Change calendar
KACE Asset Management Appliance
SolarWinds Service Desk
7.7
Service-level management
KACE Asset Management Appliance
SolarWinds Service Desk
7.8

Pros

KACE Asset Management Appliance

  • 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!
Todd Frazier | TrustRadius Reviewer

SolarWinds Service Desk

  • 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.
Anonymous | TrustRadius Reviewer

Cons

KACE Asset Management Appliance

  • 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.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • 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.
Kevin Staton | TrustRadius Reviewer

Likelihood to Renew

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 6 answers
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.
Chris Peters Sr. | TrustRadius Reviewer

Usability

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 7 answers
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.
Treyce Miller | TrustRadius Reviewer

Reliability and Availability

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.5
Based on 13 answers
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
Connie Inman | TrustRadius Reviewer

Performance

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 7 answers
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.
Treyce Miller | TrustRadius Reviewer

Support Rating

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 87 answers
Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.
Anonymous | TrustRadius Reviewer

Online Training

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
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.
Connie Inman | TrustRadius Reviewer

Implementation Rating

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 5 answers
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.
Treyce Miller | TrustRadius Reviewer

Alternatives Considered

KACE Asset Management Appliance

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!
Todd Frazier | TrustRadius Reviewer

SolarWinds Service Desk

The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service requests, a robust development API, and the ability to use the platform as a communication tool and not just for incident tracking.
Anonymous | TrustRadius Reviewer

Scalability

KACE Asset Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 4 answers
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.
Connie Inman | TrustRadius Reviewer

Return on Investment

KACE Asset Management Appliance

  • 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.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • SLA Management is working well as built, allowing for follow-ups.
  • Notifications are working extremely well for SLA Management and tickets in general.
  • Processing e-mail-to-incident is works very well, having no issues.
  • Problem Management is difficult, as closing the problem does not change the status of the attached incidents.
  • SLAs can be tough as notifying direct managers isn't possible just based on the assignee that I can find.
  • The SCCM connection for asset discovery doesn't appear to work on the Windows-based scanner; it does seem to work on the Linux-based scanners, though.
  • Domain mapping, when licensed, helps by granting users an easy to remember link to access.
  • Okta integration is extremely helpful, but somewhat difficult to set up with user provisioning.
Anonymous | TrustRadius Reviewer

Screenshots

KACE Asset Management Appliance

Pricing Details

KACE Asset Management Appliance

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

KACE Asset Management Appliance
5.0
SolarWinds Service Desk
8.6

Likelihood to Renew

KACE Asset Management Appliance
SolarWinds Service Desk
8.0

Usability

KACE Asset Management Appliance
SolarWinds Service Desk
8.3

Reliability and Availability

KACE Asset Management Appliance
SolarWinds Service Desk
7.5

Performance

KACE Asset Management Appliance
SolarWinds Service Desk
8.1

Support Rating

KACE Asset Management Appliance
SolarWinds Service Desk
8.3

In-Person Training

KACE Asset Management Appliance
SolarWinds Service Desk
9.1

Online Training

KACE Asset Management Appliance
SolarWinds Service Desk
8.2

Implementation Rating

KACE Asset Management Appliance
SolarWinds Service Desk
8.1

Scalability

KACE Asset Management Appliance
SolarWinds Service Desk
8.3

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