KACE Asset Management Appliance vs. Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
KACE Asset Management Appliance
Score 7.0 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
Spiceworks Help Desk
Score 8.2 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
KACE Asset Management ApplianceSpiceworks Help Desk
Editions & Modules
No answers on this topic
All Tiers
Free
Offerings
Pricing Offerings
KACE Asset Management ApplianceSpiceworks Help Desk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
KACE Asset Management ApplianceSpiceworks Help Desk
Considered Both Products
KACE Asset Management Appliance

No answer on this topic

Spiceworks Help Desk
Chose Spiceworks Help Desk
I looked at a few other options a long time ago and never really found anything that was simple and effective like Spiceworks and that gave me the community of people that are passionate about IT. I had a Kace setup and it never really got off the ground because I needed …
Top Pros
Top Cons
Features
KACE Asset Management ApplianceSpiceworks Help Desk
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
Spiceworks Help Desk
-
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
Spiceworks Help Desk
7.7
54 Ratings
2% below category average
Organize and prioritize service tickets00 Ratings7.753 Ratings
Expert directory00 Ratings5.846 Ratings
Subscription-based notifications00 Ratings7.541 Ratings
ITSM collaboration and documentation00 Ratings6.744 Ratings
Ticket creation and submission00 Ratings9.553 Ratings
Ticket response00 Ratings9.352 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
KACE Asset Management Appliance
-
Ratings
Spiceworks Help Desk
7.4
51 Ratings
4% below category average
External knowledge base00 Ratings8.947 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
KACE Asset Management Appliance
-
Ratings
Spiceworks Help Desk
5.2
51 Ratings
37% below category average
Customer portal00 Ratings6.045 Ratings
IVR00 Ratings4.010 Ratings
Social integration00 Ratings3.026 Ratings
Email support00 Ratings8.045 Ratings
Help Desk CRM integration00 Ratings5.027 Ratings
Best Alternatives
KACE Asset Management ApplianceSpiceworks Help Desk
Small Businesses
ConnectWise RMM
ConnectWise RMM
Score 7.7 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
KACE Systems Management Appliance
KACE Systems Management Appliance
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
KACE Systems Management Appliance
KACE Systems Management Appliance
Score 10.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KACE Asset Management ApplianceSpiceworks Help Desk
Likelihood to Recommend
5.0
(2 ratings)
8.9
(82 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(29 ratings)
Usability
-
(0 ratings)
8.6
(8 ratings)
Availability
-
(0 ratings)
10.0
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.7
(26 ratings)
Implementation Rating
-
(0 ratings)
10.0
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
KACE Asset Management ApplianceSpiceworks Help Desk
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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Spiceworks Ziff Davis
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
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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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Spiceworks Ziff Davis
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
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.
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Spiceworks Ziff Davis
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
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Likelihood to Renew
Quest
No answers on this topic
Spiceworks Ziff Davis
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
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Usability
Quest
No answers on this topic
Spiceworks Ziff Davis
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
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Reliability and Availability
Quest
No answers on this topic
Spiceworks Ziff Davis
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
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Support Rating
Quest
No answers on this topic
Spiceworks Ziff Davis
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
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Implementation Rating
Quest
No answers on this topic
Spiceworks Ziff Davis
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
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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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Spiceworks Ziff Davis
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
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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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Spiceworks Ziff Davis
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
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ScreenShots