KACE Systems Management Appliance (SMA) vs. ServiceNow IT Asset Management

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

Incentivized

As I have used it as a ticketing tool, so it has an ability to integrate very well with other softwares to help make co ordination in your work much easier. Whenever, I used to get a scenario from end user regarding an issue via chat, the service now window would pop up immediately as it was integrated.

Incentivized

• 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.

Incentivized

• Single place portal for employees and IT for assets assigned
• Track the requests raised by employees and manage the historical record for reference

Incentivized

• 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.

Incentivized

• The ITAM dashboards and forms can feel overwhelming for agents or managers who don’t use the system every day.
• While the reporting tools are robust. building custom, dynamic reports still requires a decent understanding of the ServiceNow Platform.

Incentivized

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.

Incentivized

On overall look, ServiceNow IT Asset Management works amazingly well and it is easy to use for beginners. It is a great tool for all types of companies and with customisation and integration options, ServiceNow IT Asset Management becomes a giant. There are few scope of improvements which when done, will level this tool up.

Incentivized

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.

Incentivized

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.

Incentivized

Remedy for one was a tool to be installed on my computer whereas ServiceNow is a web-based tool and is available to use everywhere since it's a SaaS offering. Next is reporting which you have to use formulas in remedy but you have that good UI for easy report creation

Incentivized

• 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

Incentivized

• By tracking license usage, we’ve been able to reallocate unused licenses instead of purchasing new ones, saving thousands annually.
• With the integration to Amazon Connect and Zoom Phone, agents can instantly view user assets during calls, which has reduced average resolution time and improved customer satisfaction scores.

Incentivized