Loading product reviews...
3.6 out of 5.0 (17 ratings)

Reviews Distribution

5 Stars
4 Stars
3 Stars
2 Stars
1 Star
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
We have aggregated ratings data on Dell Kace but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 2 out of 5.0, Reviewed

    Product(s): Dell Kace

    Easy implementation, but lacks key features.

    Overall Comment

    Overall my satisifaction with Kace is low compared to other service-desk type tools I have used in the past.

    What one piece of advice would you give other prospective customers?

    Know all the requirements you desire.

    What do you like most about the product or service?

    Cost is low.

    What do you dislike most about the product?

    KACE is not an ITIL solution. It has no modules for things like service management and problem management.

    What one thing do you wish the vendor did differently?

    In hindsight, I wish I was involved to select a different tool.

    If you could start over, what would your organization do differently?

    Select a different service desk tool. In fact, we are in the process of evaluating other options.


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    Implementation pretty smooth, resolve client issues

    Overall Comment

    The interface and/or modules of all Kace Kbox components have been relatively easy to work with. Upgrades also have gone pretty smoothly. We have run into very few problems with the overall system. Some of the problems have been on the client side with regards to the Kace client on desktops/laptops.

    What one piece of advice would you give other prospective customers?

    You need to really work with the vendor, Dell in this case, for support issues with Kace. It is much easier to get them involved, than trying to resolve issues on your own

    What do you like most about the product or service?

    It's a relatively easy system to use

    What do you dislike most about the product?

    Charging for custom edits to the interface

    What one thing do you wish the vendor did differently?

    Since you are paying quite a bit in costs to maintain the system, Dell should think about not charging the customer for custom edits to the interface/modules

    If you could start over, what would your organization do differently?

    Nothing


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    Initial product was basic, but new releases have more than made up for missing functions

    Overall Comment

    The product was easy to install. The asset discovery method was fairly broad, and it wasn't until later that the ability to monitor non-PC equipment such as printers was available. The user community was fairly active, as was the ability to configure and script the product for specific needs.

    What one piece of advice would you give other prospective customers?

    Make sure that you understand your primary needs. While this product does have a built in service desk, it's not the main focus and as such, doesn't receive the attention needed for a robust ITSM system. However, the asset management, especially for a Dell shop, is at the top of its game.

    What one thing do you wish the vendor did differently?

    Integrate better with other ITSM offerings and focus on the asset management.


  • 3 out of 5.0, Reviewed

    Product(s): Dell Kace

    More vendor support would be nice. Very robust user base.

    Overall Comment

    Support has been somewhat lacking direct from Dell/Quest. The bulk of the support comes from other users and ITNinja forum. Not the best supported product as far as vendor support. KACE does have a very strong userbase that is willing to share and teach. The annual Dell Conference has helped, but it appears to be phasing out over the last few years. Overall still a very strong tool.

    What one piece of advice would you give other prospective customers?

    Be prepared to dive into ITNinja.com and get user support from other users.

    What do you like most about the product or service?

    Extremely customizable and great support community.

    What do you dislike most about the product?

    Low vendor support.

    What one thing do you wish the vendor did differently?

    More documentation and deployment examples. I wish they didn't rely so much on their customers to support eachother. The community is neat, but primary support should be from the vendor.

    If you could start over, what would your organization do differently?

    I would get more training from the vendor.


  • 5 out of 5.0, Reviewed

    Product(s): Dell Kace

    Satisfied with Implementation and deployment of Appliance

    Overall Comment

    Overall very positive experience in streamlining system imaging and inventory management. The capability to mass image system and have the appliance push out managed updates have been beneficial.

    What one piece of advice would you give other prospective customers?

    Take advantage of training sessions they offer.

    What do you like most about the product or service?

    Managed Updates and Imaging processes

    What do you dislike most about the product?

    N/A

    What one thing do you wish the vendor did differently?

    N/A

    If you could start over, what would your organization do differently?

    N/A


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    Overall great system that is affordable and easy to implement

    Overall Comment

    The implementation using one of their partners was relatively easy. There were no major suprises or delays. Once installed it was easy to convert our inventory data over and install clients. Also, the system was intuative and therefore easy to train operators.

    What do you like most about the product or service?

    Easy of use

    What do you dislike most about the product?

    System can have delays of up to 24 hours when a new device is checking in. However, this may have to do with our network connection and infrastructure, you could have a different experience.

    If you could start over, what would your organization do differently?

    There isn't anything that I'd do differently, of course since we implemented the market has changed and to me there are better products on the market. Although, the system has improved since they were bought out by Dell.

    Service & support - overall comment

    Service and support are good to excellent. It is the type of support that you would expect from Dell.


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    City government chooses Dell/KACE Systems Management solution.

    Overall Comment

    Overall a decent experience. We are still going through the training phases to get staff up to speed on how to use the product. We still feel that this was the best solution in the price range and for the size of support staff that we have. Had some issues getting the right support for the K2000 imaging solution initially but that was eventually worked out.

    What one piece of advice would you give other prospective customers?

    Consult with other organizations of similar size and resources to see how the rollout went for them.

    What do you like most about the product or service?

    The product does seem to be the best value in its price range.

    What do you dislike most about the product?

    Support is spotty.

    What one thing do you wish the vendor did differently?

    There was some breakdown in support continuity while getting our system implemented. It would have benefitted us greatly to have had a single support person walking us through to completion.

    If you could start over, what would your organization do differently?

    It would probably have saved us quite a bit of frustration if we had gotten some professional services to assist in the initial implementation. Our staff did learn a lot but it was somewhat frustrating and delayed the rollout.

    Product capabilities - overall comment

    Not as powerful of a tool as LANDesk or SCCM but for the price and for the ease of support by a small staff it is optimally capable.

    Service & support - overall comment

    We are able to find information we need rather easily. For the most part we have found support to be responsive and accurate.

    Integration & Deployment - Overall comment

    The K1000 rolled out relatively easily and we have come up to speed rather quickly. The K2000 imaging solution has been more difficult to bring up operationally.


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    Kace eliminates the frustration of an OS upgrade in our environment.

    Overall Comment

    Kace has been extremely time-saving in our deployment of packaged applications.

    What one piece of advice would you give other prospective customers?

    Send a technician to training before implementation.

    What do you like most about the product or service?

    Ease of use.

    What do you dislike most about the product?

    The ITSM tool does not meet our needs.

    What one thing do you wish the vendor did differently?

    Inform us that it would be beneficial to send someone to training before implementation.


  • 3 out of 5.0, Reviewed

    Product(s): Dell Kace

    Needs a lot of customizing for ITSM/ITIL implementation.

    Overall Comment

    Ability wise the tool is capable. It was not built out for the service desk use and the current solution is not ITIL aligned out of the box. We are currently searching for a new ITSM tool.

    What one piece of advice would you give other prospective customers?

    Clearly understand and map business objectives and requirements. There are several tools on the market that allow the capability to consolidate and streamline processes using one tool.

    What do you like most about the product or service?

    It offers the capability to push patches and monitor assets.

    What do you dislike most about the product?

    Needs a lot of customization for the service desk portion.

    What one thing do you wish the vendor did differently?

    Improve the out of the box reporting capability for the service desk portion.


  • 1 out of 5.0, Reviewed

    Product(s): Dell Kace

    Implementation was not easy.

    Overall Comment

    We purchased KACE for MSP services and it is not suitable for this use. It's quite difficult to deploy, to manage and it is impossible to provide services to different companies

    What one piece of advice would you give other prospective customers?

    Do not use KACE.

    What do you like most about the product or service?

    Cost.

    What do you dislike most about the product?

    The rest.

    What one thing do you wish the vendor did differently?

    Improve the product properly and services for MSP.

    If you could start over, what would your organization do differently?

    Select another product.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(13)
3.8

Ability to understand your organization's needs

(15)
3.8

Timely and complete response to product questions

(14)
3.6

Pricing and contract flexibility (pricing and terms)

(12)
3.8
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(15)
3.8

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

12 months or more

6 - 9 months (<9)

9 - 12 months (<12)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(9)
3.2

Ease of integration using standard APIs and tools

(12)
3.3

Quality and availability of end-user training

(14)
3.6

Ease of deployment

(15)
3.9
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(16)
3.7

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(15)
3.5

Quality of technical support

(16)
3.8

Quality of peer user community

(14)
3.4
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(17)
3.6

Patching

(16)
3.7

Software Distribution

(16)
3.9

Inventory and Software Use

(17)
3.8

Scalability

(17)
3.6

Administration and Usage

(17)
3.7

Customization

(17)
2.9

Integration

(15)
3.7

Cross-Platform Support

(15)
3.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Technical Assessment

Maintenance and Support

End User Support Manager

Executive Sponsor

Rollout and Install

Vendor/Product Selection

End User Computing Manager

Functional Assessment

Vendor Management

Application Lead

Development/Integration

User Training

Other...


Why did you purchase a client management tool solution?

Create internal/operational efficiencies

Improve customer relations/service

Improve compliance and risk management

Cost management

Enhance decision making

Improve business process agility

Improve business process outcomes

Improve supplier or partner relations

Reduce time to market

Other...


What other vendors were considered?

Microsoft

Landesk

BMC Software

Dell Kace

CA Technologies

Kesaya

LANDESK

Kaseya

ManageEngine

Symantec

Other...


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Pre-existing relationships

Breadth of services

Ease of use

Strong services expertise

Bundled or integrated with a product already installed

Product roadmap and future vision

Financial/organizational viability

Strong consulting partnership

Strong customer focus

Other...


In which region(s) did your deployment take place?

North America

EMEA