22 Ratings
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Score 8 out of 100
81 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    IT Asset Management

    8.1

    KACE Systems Management Appliance

    81%

    ManageEngine ServiceDesk Plus

    Feature Set Not Supported
    N/A
    KACE Systems Management Appliance (SMA) ranks higher in 5/5 features

    Software and hardware inventory tracking

    8.7
    87%
    11 Ratings
    N/A
    0 Ratings

    License management

    7.4
    74%
    10 Ratings
    N/A
    0 Ratings

    Asset lifecycle monitoring

    8.1
    81%
    9 Ratings
    N/A
    0 Ratings

    Contract management

    7.7
    77%
    5 Ratings
    N/A
    0 Ratings

    Asset relationship management

    8.7
    87%
    7 Ratings
    N/A
    0 Ratings

    Incident and problem management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.8

    ManageEngine ServiceDesk Plus

    88%
    ManageEngine ServiceDesk Plus ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.4
    94%
    21 Ratings

    Expert directory

    N/A
    0 Ratings
    8.7
    87%
    14 Ratings

    Service restoration

    N/A
    0 Ratings
    9.7
    97%
    16 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.1
    81%
    19 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.7
    87%
    15 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.7
    87%
    17 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.3
    83%
    19 Ratings

    ITSM asset management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.7

    ManageEngine ServiceDesk Plus

    87%
    ManageEngine ServiceDesk Plus ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.0
    90%
    15 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.5
    85%
    15 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.6
    86%
    11 Ratings

    Change management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    9.3

    ManageEngine ServiceDesk Plus

    93%
    ManageEngine ServiceDesk Plus ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    9.1
    91%
    16 Ratings

    Change calendar

    N/A
    0 Ratings
    9.5
    95%
    12 Ratings

    Service-level management

    N/A
    0 Ratings
    9.2
    92%
    15 Ratings

    Attribute Ratings

    • KACE Systems Management Appliance (SMA) is rated higher in 2 areas: Usability, Support Rating
    • ManageEngine ServiceDesk Plus is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.4

    KACE Systems Management Appliance

    84%
    11 Ratings
    9.3

    ManageEngine ServiceDesk Plus

    93%
    21 Ratings

    Likelihood to Renew

    KACE Systems Management Appliance

    N/A
    0 Ratings
    6.0

    ManageEngine ServiceDesk Plus

    60%
    1 Rating

    Usability

    8.6

    KACE Systems Management Appliance

    86%
    3 Ratings
    8.0

    ManageEngine ServiceDesk Plus

    80%
    3 Ratings

    Support Rating

    9.4

    KACE Systems Management Appliance

    94%
    6 Ratings
    9.1

    ManageEngine ServiceDesk Plus

    91%
    5 Ratings

    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

    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

    • 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
    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

    Starting Price

    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

    Starting Price

    $10 Starting Price Per Month

    ManageEngine ServiceDesk Plus Editions & Modules

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

    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
    As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
    Anonymous | TrustRadius Reviewer

    Support Rating

    KACE Systems Management Appliance

    KACE Systems Management Appliance 9.4
    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 9.1
    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

    ManageEngine stands high when it compares to other products. Users & administrators have a very good experience from submitting the ticket to the submission & assigning by the administrators & technicians. The added features such as change management, asset management & more gave ManageEngine more advantages. We choose ManageEngine for it is stronger features & stability.
    Zuhair Hasan | 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

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