22 Ratings
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Score 8 out of 100
446 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    IT Asset Management

    8.0

    KACE Systems Management Appliance

    80%

    ServiceNow IT Service Management

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

    Software and hardware inventory tracking

    8.6
    86%
    11 Ratings
    N/A
    0 Ratings

    License management

    7.3
    73%
    10 Ratings
    N/A
    0 Ratings

    Asset lifecycle monitoring

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Contract management

    7.6
    76%
    5 Ratings
    N/A
    0 Ratings

    Asset relationship management

    8.6
    86%
    7 Ratings
    N/A
    0 Ratings

    Incident and problem management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.3

    ServiceNow IT Service Management

    83%
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.2
    92%
    67 Ratings

    Expert directory

    N/A
    0 Ratings
    8.0
    80%
    51 Ratings

    Service restoration

    N/A
    0 Ratings
    7.9
    79%
    56 Ratings

    Self-service tools

    N/A
    0 Ratings
    7.9
    79%
    65 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.6
    76%
    63 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.6
    86%
    60 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.7
    87%
    62 Ratings

    ITSM asset management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.1

    ServiceNow IT Service Management

    81%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.0
    80%
    60 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.3
    83%
    59 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.1
    81%
    53 Ratings

    Change management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.3

    ServiceNow IT Service Management

    83%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.5
    85%
    62 Ratings

    Change calendar

    N/A
    0 Ratings
    8.0
    80%
    56 Ratings

    Service-level management

    N/A
    0 Ratings
    8.5
    85%
    58 Ratings

    Attribute Ratings

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

    Likelihood to Recommend

    8.3

    KACE Systems Management Appliance

    83%
    11 Ratings
    8.9

    ServiceNow IT Service Management

    89%
    79 Ratings

    Likelihood to Renew

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings

    Usability

    8.6

    KACE Systems Management Appliance

    86%
    3 Ratings
    6.4

    ServiceNow IT Service Management

    64%
    11 Ratings

    Availability

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Performance

    KACE Systems Management Appliance

    N/A
    0 Ratings
    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Support Rating

    9.4

    KACE Systems Management Appliance

    94%
    6 Ratings
    7.4

    ServiceNow IT Service Management

    74%
    40 Ratings

    Online Training

    KACE Systems Management Appliance

    N/A
    0 Ratings
    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Implementation Rating

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Product Scalability

    KACE Systems Management Appliance

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Likelihood to Recommend

    Quest

    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
    Read full review

    ServiceNow

    In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
    Read full review

    Pros

    Quest

    • 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.
    Read full review

    ServiceNow

    • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
    • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
    • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
    • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
    Read full review

    Cons

    Quest

    • 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.
    Read full review

    ServiceNow

    • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
    • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
    • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
    Read full review

    Pricing Details

    KACE Systems Management Appliance

    Starting Price

    Editions & Modules

    KACE Systems Management Appliance editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      ServiceNow IT Service Management

      Starting Price

      $0 per year

      Editions & Modules

      ServiceNow IT Service Management editions and modules pricing
      EditionModules
      Starting Price$10,000.001

      Footnotes

      1. per year

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Quest

      No answers on this topic

      ServiceNow

      To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
      Read full review

      Usability

      Quest

      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.
      Read full review

      ServiceNow

      The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
      Read full review

      Reliability and Availability

      Quest

      No answers on this topic

      ServiceNow

      We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
      Read full review

      Performance

      Quest

      No answers on this topic

      ServiceNow

      For a massive system, page loads are reasonably quick, including searches.
      Read full review

      Support Rating

      Quest

      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.
      Read full review

      ServiceNow

      I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
      Read full review

      Online Training

      Quest

      No answers on this topic

      ServiceNow

      To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
      Read full review

      Implementation Rating

      Quest

      No answers on this topic

      ServiceNow

      Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
      Read full review

      Alternatives Considered

      Quest

      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.
      Read full review

      ServiceNow

      We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
      Read full review

      Scalability

      Quest

      No answers on this topic

      ServiceNow

      ServiceNow works as an enterprise solution.
      Read full review

      Return on Investment

      Quest

      • 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
      Read full review

      ServiceNow

      • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
      • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
      • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
      Read full review

      Add comparison