22 Ratings
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Score 8 out of 100
156 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    IT Asset Management

    8.1

    KACE Systems Management Appliance

    81%

    SolarWinds Service Desk

    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
    8.0

    SolarWinds Service Desk

    80%
    SolarWinds Service Desk (SSD) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.3
    93%
    96 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    57 Ratings

    Service restoration

    N/A
    0 Ratings
    7.3
    73%
    58 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.0
    80%
    86 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.9
    89%
    68 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.1
    81%
    76 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    6.4
    64%
    87 Ratings

    ITSM asset management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    6.9

    SolarWinds Service Desk

    69%
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    6.9
    69%
    74 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    6.9
    69%
    81 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    6.9
    69%
    63 Ratings

    Change management

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    8.0

    SolarWinds Service Desk

    80%
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.6
    86%
    64 Ratings

    Change calendar

    N/A
    0 Ratings
    7.7
    77%
    44 Ratings

    Service-level management

    N/A
    0 Ratings
    7.8
    78%
    72 Ratings

    Attribute Ratings

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

    Likelihood to Recommend

    8.4

    KACE Systems Management Appliance

    84%
    11 Ratings
    8.2

    SolarWinds Service Desk

    82%
    118 Ratings

    Likelihood to Renew

    KACE Systems Management Appliance

    N/A
    0 Ratings
    6.8

    SolarWinds Service Desk

    68%
    8 Ratings

    Usability

    8.6

    KACE Systems Management Appliance

    86%
    3 Ratings
    8.8

    SolarWinds Service Desk

    88%
    7 Ratings

    Availability

    KACE Systems Management Appliance

    N/A
    0 Ratings
    8.3

    SolarWinds Service Desk

    83%
    13 Ratings

    Performance

    KACE Systems Management Appliance

    N/A
    0 Ratings
    8.6

    SolarWinds Service Desk

    86%
    7 Ratings

    Support Rating

    9.4

    KACE Systems Management Appliance

    94%
    6 Ratings
    8.4

    SolarWinds Service Desk

    84%
    93 Ratings

    In-Person Training

    KACE Systems Management Appliance

    N/A
    0 Ratings
    9.1

    SolarWinds Service Desk

    91%
    1 Rating

    Online Training

    KACE Systems Management Appliance

    N/A
    0 Ratings
    8.2

    SolarWinds Service Desk

    82%
    2 Ratings

    Implementation Rating

    KACE Systems Management Appliance

    N/A
    0 Ratings
    8.6

    SolarWinds Service Desk

    86%
    5 Ratings

    Product Scalability

    KACE Systems Management Appliance

    N/A
    0 Ratings
    8.8

    SolarWinds Service Desk

    88%
    4 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

    SolarWinds Service Desk

    If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
    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

    SolarWinds Service Desk

    • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
    • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
    • Lots of options and features are available for you to include in your forms.
    • Integrates well with SAML-based SSO and has capabilities for MFA.
    • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
    Anonymous | 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

    SolarWinds Service Desk

    • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
    • Greater flexibility to modify the layout of incident request forms.
    • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
    Kevin Staton | 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

    SolarWinds Service Desk

    General

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

    Starting Price

    Likelihood to Renew

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    SolarWinds Service Desk

    SolarWinds Service Desk 6.8
    Based on 8 answers
    My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
    Chris Peters Sr. | 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

    SolarWinds Service Desk

    SolarWinds Service Desk 8.8
    Based on 7 answers
    Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
    Treyce Miller | TrustRadius Reviewer

    Reliability and Availability

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    SolarWinds Service Desk

    SolarWinds Service Desk 8.3
    Based on 13 answers
    Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
    Connie Inman | TrustRadius Reviewer

    Performance

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    SolarWinds Service Desk

    SolarWinds Service Desk 8.6
    Based on 7 answers
    When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
    Treyce Miller | 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

    SolarWinds Service Desk

    SolarWinds Service Desk 8.4
    Based on 93 answers
    SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
    Ali Kazempour | TrustRadius Reviewer

    Online Training

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    SolarWinds Service Desk

    SolarWinds Service Desk 8.2
    Based on 2 answers
    When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
    Connie Inman | TrustRadius Reviewer

    Implementation Rating

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    SolarWinds Service Desk

    SolarWinds Service Desk 8.6
    Based on 5 answers
    The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
    Treyce Miller | 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

    SolarWinds Service Desk

    We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
    Anonymous | TrustRadius Reviewer

    Scalability

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    SolarWinds Service Desk

    SolarWinds Service Desk 8.8
    Based on 4 answers
    We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
    Connie Inman | 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

    SolarWinds Service Desk

    • We are more easily able to quantify user satisfaction with support.
    • We are able to develop SLAs that quantify and define the obligation of our support teams.
    • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
    Anonymous | TrustRadius Reviewer

    Screenshots

    KACE Systems Management Appliance

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