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Top Rated
144 Ratings
21 Ratings
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Score 8.1 out of 100

SolarWinds Service Desk

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Top Rated
144 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

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

In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.
Ali Kazempour | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

KACE Systems Management Appliance
8.8
SolarWinds Service Desk
Software and hardware inventory tracking
KACE Systems Management Appliance
8.9
SolarWinds Service Desk
License management
KACE Systems Management Appliance
8.7
SolarWinds Service Desk
Asset lifecycle monitoring
KACE Systems Management Appliance
8.9
SolarWinds Service Desk
Contract management
KACE Systems Management Appliance
8.5
SolarWinds Service Desk
Asset relationship management
KACE Systems Management Appliance
9.3
SolarWinds Service Desk

Incident and problem management

KACE Systems Management Appliance
SolarWinds Service Desk
7.7
Organize and prioritize service tickets
KACE Systems Management Appliance
SolarWinds Service Desk
9.2
Expert directory
KACE Systems Management Appliance
SolarWinds Service Desk
7.3
Service restoration
KACE Systems Management Appliance
SolarWinds Service Desk
6.8
Self-service tools
KACE Systems Management Appliance
SolarWinds Service Desk
7.7
Subscription-based notifications
KACE Systems Management Appliance
SolarWinds Service Desk
8.2
ITSM collaboration and documentation
KACE Systems Management Appliance
SolarWinds Service Desk
8.1
ITSM reports and dashboards
KACE Systems Management Appliance
SolarWinds Service Desk
6.5

ITSM asset management

KACE Systems Management Appliance
SolarWinds Service Desk
6.9
Configuration mangement
KACE Systems Management Appliance
SolarWinds Service Desk
6.9
Asset management dashboard
KACE Systems Management Appliance
SolarWinds Service Desk
6.8
Policy and contract enforcement
KACE Systems Management Appliance
SolarWinds Service Desk
6.8

Change management

KACE Systems Management Appliance
SolarWinds Service Desk
7.9
Change requests repository
KACE Systems Management Appliance
SolarWinds Service Desk
8.6
Change calendar
KACE Systems Management Appliance
SolarWinds Service Desk
7.5
Service-level management
KACE Systems Management Appliance
SolarWinds Service Desk
7.7

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

Likelihood to Renew

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 6 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 8.2
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 7.3
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 8.0
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 7.9
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 8.0
Based on 86 answers
Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.
Anonymous | 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 8.0
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

The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service requests, a robust development API, and the ability to use the platform as a communication tool and not just for incident tracking.
Anonymous | TrustRadius Reviewer

Scalability

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
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

  • SLA Management is working well as built, allowing for follow-ups.
  • Notifications are working extremely well for SLA Management and tickets in general.
  • Processing e-mail-to-incident is works very well, having no issues.
  • Problem Management is difficult, as closing the problem does not change the status of the attached incidents.
  • SLAs can be tough as notifying direct managers isn't possible just based on the assignee that I can find.
  • The SCCM connection for asset discovery doesn't appear to work on the Windows-based scanner; it does seem to work on the Linux-based scanners, though.
  • Domain mapping, when licensed, helps by granting users an easy to remember link to access.
  • Okta integration is extremely helpful, but somewhat difficult to set up with user provisioning.
Anonymous | TrustRadius Reviewer

Screenshots

KACE Systems Management Appliance

Pricing Details

KACE Systems Management Appliance

General

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

SolarWinds Service Desk

General

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

Rating Summary

Likelihood to Recommend

KACE Systems Management Appliance
8.3
SolarWinds Service Desk
8.5

Likelihood to Renew

KACE Systems Management Appliance
SolarWinds Service Desk
8.0

Usability

KACE Systems Management Appliance
8.6
SolarWinds Service Desk
8.2

Reliability and Availability

KACE Systems Management Appliance
SolarWinds Service Desk
7.3

Performance

KACE Systems Management Appliance
SolarWinds Service Desk
8.0

Support Rating

KACE Systems Management Appliance
7.9
SolarWinds Service Desk
8.0

In-Person Training

KACE Systems Management Appliance
SolarWinds Service Desk
9.1

Online Training

KACE Systems Management Appliance
SolarWinds Service Desk
8.2

Implementation Rating

KACE Systems Management Appliance
SolarWinds Service Desk
8.0

Scalability

KACE Systems Management Appliance
SolarWinds Service Desk
8.2

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