KACE Systems Management Appliance (SMA) vs. Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
KACE Systems Management Appliance
Score 10.0 out of 10
N/A
Quest now offers the KACE Systems Management Appliance (SMA) as an IT Asset tracking and management appliance (also available as a virtual deployment if hardware requirements are met). Beyond discovery, inventory tracking and license management, KACE emphasizes automating software upgrade distribution with minimal end-user disruption, featuring remote replication for multi-site upgrades and rollouts. KACE SMA may be bundled with KACE Cloud Mobile Device Management (MDM) to form a complete UEM…N/A
Spiceworks Help Desk
Score 8.3 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
KACE Systems Management Appliance (SMA)Spiceworks Help Desk
Editions & Modules
No answers on this topic
All Tiers
Free
Offerings
Pricing Offerings
KACE Systems Management ApplianceSpiceworks Help Desk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
KACE Systems Management Appliance (SMA)Spiceworks Help Desk
Considered Both Products
KACE Systems Management Appliance
Spiceworks Help Desk

No answer on this topic

Top Pros
Top Cons
Features
KACE Systems Management Appliance (SMA)Spiceworks Help Desk
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
KACE Systems Management Appliance (SMA)
8.6
12 Ratings
12% above category average
Spiceworks Help Desk
-
Ratings
Software and hardware inventory tracking10.012 Ratings00 Ratings
License management9.011 Ratings00 Ratings
Asset lifecycle monitoring8.010 Ratings00 Ratings
Contract management6.06 Ratings00 Ratings
Asset relationship management10.08 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
KACE Systems Management Appliance (SMA)
-
Ratings
Spiceworks Help Desk
7.6
54 Ratings
4% below category average
Organize and prioritize service tickets00 Ratings7.653 Ratings
Expert directory00 Ratings5.746 Ratings
Subscription-based notifications00 Ratings7.441 Ratings
ITSM collaboration and documentation00 Ratings6.644 Ratings
Ticket creation and submission00 Ratings9.453 Ratings
Ticket response00 Ratings9.152 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
KACE Systems Management Appliance (SMA)
-
Ratings
Spiceworks Help Desk
7.4
51 Ratings
4% below category average
External knowledge base00 Ratings8.947 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
KACE Systems Management Appliance (SMA)
-
Ratings
Spiceworks Help Desk
5.2
51 Ratings
38% below category average
Customer portal00 Ratings6.045 Ratings
IVR00 Ratings4.010 Ratings
Social integration00 Ratings3.026 Ratings
Email support00 Ratings8.045 Ratings
Help Desk CRM integration00 Ratings5.027 Ratings
Best Alternatives
KACE Systems Management Appliance (SMA)Spiceworks Help Desk
Small Businesses
ConnectWise RMM
ConnectWise RMM
Score 7.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KACE Systems Management Appliance (SMA)Spiceworks Help Desk
Likelihood to Recommend
10.0
(12 ratings)
8.9
(82 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(29 ratings)
Usability
8.6
(3 ratings)
8.6
(8 ratings)
Availability
-
(0 ratings)
10.0
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
9.5
(4 ratings)
8.7
(26 ratings)
Implementation Rating
-
(0 ratings)
10.0
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
KACE Systems Management Appliance (SMA)Spiceworks Help Desk
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
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Spiceworks Ziff Davis
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
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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.
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Spiceworks Ziff Davis
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
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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.
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Spiceworks Ziff Davis
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
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Likelihood to Renew
Quest
No answers on this topic
Spiceworks Ziff Davis
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
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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.
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Spiceworks Ziff Davis
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
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Reliability and Availability
Quest
No answers on this topic
Spiceworks Ziff Davis
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
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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.
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Spiceworks Ziff Davis
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
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Implementation Rating
Quest
No answers on this topic
Spiceworks Ziff Davis
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
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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.
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Spiceworks Ziff Davis
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
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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
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Spiceworks Ziff Davis
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
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ScreenShots