KACE Systems Management Appliance vs ManageEngine ServiceDesk Plus

• 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.

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• 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.

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• 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.

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• Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
• You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

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• 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

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• 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).

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