What users are saying about
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106 Ratings
22 Ratings
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Score 8.1 out of 100

SysAid

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106 Ratings
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Score 6.6 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

SysAid

When you are in a large company and you have several people who manage the IT department, Sysaid allows you to automatically sort the various tickets and assign them automatically to groups of administrators in charge based on the categories. So it is important both that the categories are not too many and confusing for the user eho has to choose them when creating the ticket, and that there is a correct association between categories and IT administrators.
Clearly, small companies may not need a large subdivision by categories, but SysAid is still very convenient for managing tickets even if there is only one IT administrator.
Giovanni Mattei | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

KACE Systems Management Appliance
8.9
SysAid
Software and hardware inventory tracking
KACE Systems Management Appliance
9.1
SysAid
License management
KACE Systems Management Appliance
8.6
SysAid
Asset lifecycle monitoring
KACE Systems Management Appliance
8.9
SysAid
Contract management
KACE Systems Management Appliance
8.4
SysAid
Asset relationship management
KACE Systems Management Appliance
9.3
SysAid

Incident and problem management

KACE Systems Management Appliance
SysAid
7.3
Organize and prioritize service tickets
KACE Systems Management Appliance
SysAid
7.9
Expert directory
KACE Systems Management Appliance
SysAid
6.8
Service restoration
KACE Systems Management Appliance
SysAid
7.2
Self-service tools
KACE Systems Management Appliance
SysAid
7.8
Subscription-based notifications
KACE Systems Management Appliance
SysAid
7.1
ITSM collaboration and documentation
KACE Systems Management Appliance
SysAid
7.0
ITSM reports and dashboards
KACE Systems Management Appliance
SysAid
7.1

ITSM asset management

KACE Systems Management Appliance
SysAid
7.2
Configuration mangement
KACE Systems Management Appliance
SysAid
6.3
Asset management dashboard
KACE Systems Management Appliance
SysAid
6.5
Policy and contract enforcement
KACE Systems Management Appliance
SysAid
8.7

Change management

KACE Systems Management Appliance
SysAid
8.0
Change requests repository
KACE Systems Management Appliance
SysAid
7.9
Change calendar
KACE Systems Management Appliance
SysAid
8.7
Service-level management
KACE Systems Management Appliance
SysAid
7.5

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

SysAid

  • Easy to create any service request
  • We can assign multiple tickets for same group at the same time
  • Easy to close the tickets as well as service request
  • Easy to use
  • No training required to use it; just two to three KTs are enough
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

SysAid

  • Routing rules view can't be customized (that I know of) and it lacks filters.
  • Incidents have a sub-type, requests don't - I would prefer sub-type on both.
  • User groups - some problems with synchronization (for years we had no problems, and in the last couple a few times).
Anonymous | TrustRadius Reviewer

Likelihood to Renew

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.7
Based on 3 answers
It is a product that has come to meet the expectations we had and exceeds them. It is very versatile, it has been a great help to us. We are very happy, we have been able to measure the attention, response times and satisfaction of the end-users.
MIGUEL BERRIOS | TrustRadius Reviewer

Usability

KACE Systems Management Appliance

KACE Systems Management Appliance 8.5
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

SysAid

SysAid 8.2
Based on 21 answers
It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.
Cesar Omar Ramirez Garcia | TrustRadius Reviewer

Reliability and Availability

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

SysAid

SysAid 9.0
Based on 1 answer
It is always available and whenever need any maintenance, we receive an outage mail prior the outage
Anonymous | TrustRadius Reviewer

Performance

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

SysAid

SysAid 10.0
Based on 1 answer
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Anonymous | TrustRadius Reviewer

Support Rating

KACE Systems Management Appliance

KACE Systems Management Appliance 8.8
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

SysAid

SysAid 8.2
Based on 35 answers
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Anonymous | TrustRadius Reviewer

Implementation Rating

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.0
Based on 1 answer
I am just a user so can't comment of implementation part.
Anonymous | 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

SysAid

I like SysAid more than Remedy as it is much simpler to use and admin. Remedy is too confusing and busy for me to get much out of it.I like Jira Service Desk more than SysAid as the UI is more modern and I was able to create automations.
Christopher Sawyer | TrustRadius Reviewer

Scalability

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

SysAid

SysAid 9.0
Based on 1 answer
This is very reliable and essential ticketing tool
Anonymous | 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

SysAid

  • Negative - having to contact support almost every time I want to do something, so that they can show me where/how to do it.
  • Positive - their support team is amazing and very quick, so when I do need them, I can usually get things done fast.
  • Workflows have added a level of support that we didn't know existed in a product and will be opening up a whole new world of processes we will benefit greatly from.
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

SysAid

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

KACE Systems Management Appliance
8.5
SysAid
6.2

Likelihood to Renew

KACE Systems Management Appliance
SysAid
8.7

Usability

KACE Systems Management Appliance
8.5
SysAid
8.2

Reliability and Availability

KACE Systems Management Appliance
SysAid
9.0

Performance

KACE Systems Management Appliance
SysAid
10.0

Support Rating

KACE Systems Management Appliance
8.8
SysAid
8.2

Implementation Rating

KACE Systems Management Appliance
SysAid
8.0

Scalability

KACE Systems Management Appliance
SysAid
9.0

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