Asset relationship management (7)
Software and hardware inventory tracking (11)
Asset lifecycle monitoring (9)
License management (10)
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- Easy to use ticketing system for IT department
- Good and easy interface to handle OS Updates and Managed softwares
- Easy to integrate with end points to reduce hurdles in terms while acquiring multiple devices
- Somehow we felt it is difficult to track the execution status of scheduled processes mainly when pushing OS updates.
- Our users complained about frequent logouts. We tried to change some settings but nothing worked for us.
- Systems management
- Helpdesk ticket system
- Patching with Window's updates
- Window's updates could be a little bit clearer.
- Great for installing new official software but needs improvement for homegrown apps.
- Patching for some software such as Java.
- Patch management.
- Inventory management.
- Software pushes.
- Interface is not HTML5.
- Documentation isn't as clear and robust as many of the newer SaaS companies.
- Limitations on some hardware reporting.
- KACE shows software, programs and processes of an asset/device.
- You are able to deploy updates to multiple assets.
- We've been having issues with devices not being inventoried in months, so the reporting/device info is not accurate.
- Some updates that are deployed may not get installed on all assets, may encounter issues.
- The Agent push makes it quite effective in managing all assets on the network.
- Patching is less cumbersome than Wsus and SCCM.
- Ease of administering all PC assets.
- The ticketing system keeps tracks of all tickets and communication between users and engineers.
- The interface could use an update to look more modern and make sure it loads quicker.
- There's email flooding with creating and updating tickets, which is not necessary.
- More documentation would help with training.
- The KACE agent is incredibly easy to install and manage - it only requires an outbound port of TCP 443 from the customer, which is normally open, to allow function.
- You are able to push files to the agents via definable locations, or you can push and install files on a schedule or immediately.
- It has a separate scripting engine that allows you to write up scripts that perform logical tasks, such as ensuring a file is present before running a command, and remediation logic.
- Administrative interface can be slow at times, and does require some decent PC specifications to run adequately.
- The cost of the KACE solution can be very expensive depending on how many agents you plan to deploy
- There is a learning curve in order to master KACE's capabilities - however Quest does provide lots of resources to dig into. It is not as intuitive as it could be.
It is ideal for companies that have to manage a large number of hosts, whether internal only, or a mix of internal and external hosts - it allows segmenting hosts into organizations/groups so software/installations can be kept seperate from accidentally being installed where it shouldn't be.
KACE's true purpose however is for the internal corporation, providing a built-in helpdesk and self-service portal to where employees can go to the portal, select from an available list of programs/tasks and have those programs installed or tasks ran automatically on their computer - whereas their permissions would not normally allow them to run themselves.
- Helpdesk portal and automate create helpdesk tickets from helpdesk emails
- Scripting made it easy to patch, update and deploy software to all our users
- Inventory control to identify systems with hardware or software issues
- Keep monitoring out of warranty systems
- Easy to identify the user hardware (it associate the user with the hardware using it)
- Easy to create process such as Change Management and Helpdesk
- Easy to modify and create helpdesk categories
- Quest Help desk is slow to respond
- Hard to customize the reports, you need to engage Quest help desk and it might be at a cost
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
-deploy mass software installs, patching or updates
- Provide approved software's to users to install without IT help
- 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.
- Some of the recurring scheduling options for certain types of jobs are not as flexible as we'd prefer. It is enough to get the job done, but further enhancements in this area would make our jobs even easier. This is mostly related to the scheduling of patching jobs.
- An even more powerful reporting/querying feature would be welcome. Again, what is there in KACE does the job, but it isn't as easy as we would prefer.
- The automatic patch management by the KACE SMA helps keep our Windows systems up to date.
- The ticketing system in the KACE SMA is very helpful for submitting tickets, tracking workloads, and keeping the clients up to date on progress.
- The software inventory feature in the KACE SMA is really helpful in tracking of software and insuring that we stay in compliance with software licensing.
- 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.
- Helpdesk ticketing, the software allows not only the building of a portal that the users can log into to submit the tickets, but it also allows them to generate a ticket via email, which is a huge successful implementation that we have had.
- Live inventory tracking. With an agent installed on a PC, as long as we maintain the data, it can report back information that is crucial to the machine.
- Web portal makes for easy maintenance and implementation of the software and updates.
- Prior to Quest, we had issues with Dell support on the product. Since the buyout, it has been better to deal with support on issues.
- Sometimes there are issues with the software itself. We have to resync some items sometimes to get things to work. For example, the helpdesk system stopped generating email created tickets, we re-entered the password in the KACE system and saved the settings and it fixed the issue. The password had not changed at all, so it doesn't really make sense as to why that happened, but there have been other things similar to the issue I just listed.
- Runs quietly - it does not eat up a massive amount of system resources and is silent - users seldom know it is there.
- Tracking ticketing problems.
- Pushing updates.
- The interface... it is very clunky and can be problematic to work with. Refresh is slow - it is sluggish.
- Too many email updates to ticket resources though, to be honest, this could be an adjustable control feature that I am not aware of. (I use Kace, I do not administrate it.)