21 Ratings
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Score 8.1 out of 100
66 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

KACE Systems Management Appliance

I think it has added value for any organization. It reduced our Tech Support cost by:-Supporting users anywhere-Reducing users downtime as well keep them informed with the status of their tickets-Managing software and hardware actively-Processing automation-deploy mass software installs, patching or updates- Provide approved software's to users to install without IT help
Thayer Ramahi | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

KACE Systems Management Appliance
8.8
ManageEngine ServiceDesk Plus
Software and hardware inventory tracking
KACE Systems Management Appliance
8.9
ManageEngine ServiceDesk Plus
License management
KACE Systems Management Appliance
8.7
ManageEngine ServiceDesk Plus
Asset lifecycle monitoring
KACE Systems Management Appliance
8.9
ManageEngine ServiceDesk Plus
Contract management
KACE Systems Management Appliance
8.5
ManageEngine ServiceDesk Plus
Asset relationship management
KACE Systems Management Appliance
9.3
ManageEngine ServiceDesk Plus

Incident and problem management

KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
8.5
Organize and prioritize service tickets
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
8.7
Expert directory
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
7.7
Service restoration
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
8.5
Self-service tools
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
9.2
Subscription-based notifications
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
9.3
ITSM collaboration and documentation
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
8.5
ITSM reports and dashboards
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
7.7

ITSM asset management

KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
7.3
Configuration mangement
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
8.1
Asset management dashboard
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
6.9
Policy and contract enforcement
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
6.9

Change management

KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
9.0
Change requests repository
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
9.3
Change calendar
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
8.7
Service-level management
KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
9.2

Pros

KACE Systems Management Appliance

  • Inventory: KACE provides a ton of hardware and software inventory information that is easy to search, filter, and export. This is critical when we need to find the answers to questions about how many of such and such we have in our fleet.
  • Patch Management: We were using WSUS before and it was altogether too cumbersome. KACE has given us the power, flexibility, and verification we need to feel comfortable our patches are up-to-date.
  • Service Queue: We made KACE our help desk system and it does everything we need it to do. Great improvement over our old system.
Jeff Nickles | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
Norman Chambers | TrustRadius Reviewer

Cons

KACE Systems Management Appliance

  • The KACE SMA needs a better way to handle different roles in the software so certain users can access or administrate certain parts of the software, but not the entire software installation.
  • The KACE SMA could improve the ticketing process of projects. The aspects of the title and some information do not always flow down from the parent ticket to its child tickets.
  • The KACE SMA could improve the UI of the software with the addition of different CSS color schemes.
Andy Anschutz | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Usability

KACE Systems Management Appliance

KACE Systems Management Appliance 8.6
Based on 3 answers
Overall, the software is simple to understand and use. That said, most vendors have been slowly updating their user interfaces to HTML5 so that they have a clean updated look and feel. This is where KACE falls short in that the UI is great for a packaged software 10 years ago. This isn't a major limitation as the software is really meant primarily for technology users.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
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.
Kayla Streeter | TrustRadius Reviewer

Support Rating

KACE Systems Management Appliance

KACE Systems Management Appliance 7.9
Based on 6 answers
KACE does exactly what you need it to do, it maintains your computer environment. You can set patch schedules, inventory computers, setup software catalogs; basically everything you need to ensure the computers on your network are being actively managed. This is all with little need for constant configuration or updating the setup.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.6
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | TrustRadius Reviewer

Alternatives Considered

KACE Systems Management Appliance

We have selected this software because it rolls several different systems into one. We have a helpdesk system with this and an asset and inventory management system as well. We pay one price for the whole system instead of paying multiple companies different amounts that would have totaled more than we pay for the single system.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Miguel Nuñez | TrustRadius Reviewer

Return on Investment

KACE Systems Management Appliance

  • KACE has saved us from having to spend several days of employee hours in crafting DVDs and duplicating them (100+ DVDs)
  • KACE has saved us on the postage required to send out those DVDs for every update (monthly) to all of our customers electronically
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
Anonymous | TrustRadius Reviewer

Pricing Details

KACE Systems Management Appliance

General

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

KACE Systems Management Appliance Editions & Modules

Additional Pricing Details

ManageEngine ServiceDesk Plus

General

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

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

KACE Systems Management Appliance
8.3
ManageEngine ServiceDesk Plus
8.8

Likelihood to Renew

KACE Systems Management Appliance
ManageEngine ServiceDesk Plus
6.0

Usability

KACE Systems Management Appliance
8.6
ManageEngine ServiceDesk Plus
8.0

Support Rating

KACE Systems Management Appliance
7.9
ManageEngine ServiceDesk Plus
9.6

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