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3.6 out of 5.0 (11 ratings)

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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.
  • 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.


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    Implementation was simple and very valuable.

    Overall Comment

    The overall experience with KACE has been nice. Other than ambiguous licensing that no one really understands the product has worked as advertised and given us valuable insights into our environment.

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

    Licensing types (assets vs. device) is not easy to understand. Take an in depth look of what you need before purchasing lisences.

    What do you like most about the product or service?

    Ease of installation and the informaiton that is provided.

    What do you dislike most about the product?

    Licensing.

    What one thing do you wish the vendor did differently?

    Help us understand what types of licenses we need.

    Service & support - overall comment

    Support seems to be stuck between software and hardware and is not very clear on what should be done to help. Once you get the right support person they are great.


  • 3 out of 5.0, Reviewed

    Product(s): Dell Kace

    Kace does not provide a compelling case for enterprise deployments.

    Overall Comment

    The product lacks enterprise features available with other competing products. The product was a "force buy", rather than a choice.

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

    Please take the time to walk through the technical/integration details before committing. The "devil" (in this case) was in the details.

    What do you like most about the product or service?

    Web-based interface.

    What do you dislike most about the product?

    Enterprise integration, and reporting (too slow).

    What one thing do you wish the vendor did differently?

    Educated us upfront on the enterprise feature shortcomings - e.g., doesn't recognize the concept of AD OU structure; doesn't have the concept of high-availability.

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

    Would objectively evaluate mature enterprise products, as opposed to getting "free/no-cost" product/solution.


  • 5 out of 5.0, Reviewed

    Product(s): Dell Kace

    Pizza+beer+weekend = Kace implementation.

    Overall Comment

    Extremely easy to implement (done internally over a weekend). Scalable, and allows for global device and resource management.

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

    Map out your existing processes to understand level of customization required (if any).

    What do you like most about the product or service?

    Ease of use.

    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

    Easy to get up and running and start using, reports are not as flexible as I'd like

    Overall Comment

    All in one appliance, ease to get started as long as you have followed their plan for implementation.

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

    Know your support processes and customer base needs before starting to configure.

    What do you dislike most about the product?

    Need more flexibility in reporting. However, they are making improvements.

    What one thing do you wish the vendor did differently?

    Saas solution would be nice

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

    Have a refreshed support model in place so you can configure the system to meet your needs. Changing after the fact is more difficult from a change management perspective. The solution is the right fit in size, scalability and cost for my company.

    Product capabilities - overall comment

    Would like better reporting tools.

    Service & support - overall comment

    Quick to respond to all questions. Have had no trouble with the appliance or software patches.


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    Awesome Product for smaller environments.

    Overall Comment

    Product is extremely good and has been very easy to use. The biggest thing with the system is that it can be easily trained out to new people. One problem area is that it is less known in other organizations, We have been told that if we go above 8000 people in our environment that we will need go with an SCCM.

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

    Test, test test and then test more with creating packages and deploying them into the environment.

    What do you like most about the product or service?

    Low cost and easy to use.

    What do you dislike most about the product?

    Not industry known and not scalable to larger environments.

    What one thing do you wish the vendor did differently?

    Better after support, after KACE was taken over by Dell the support hasn't been the best. The old Kace reps are the only ones who can help us when we run into problems.

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

    Not using an appliance and going with VM from the beginning.

    Product capabilities - overall comment

    It has a lot of uses from inventory management, to deployment of software. We don't use it to it's fullest, and we should.

    Service & support - overall comment

    Since dell took over it has gone down, it takes forever to get a response when we have issues.

    Integration & Deployment - Overall comment

    See above comments


  • 4 out of 5.0, Reviewed

    Product(s): Dell Kace

    Straight forward Asset Management - everything else takes time and attention

    Overall Comment

    Decent with the vendor

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

    Make sure reporting needs are built into the product or you have extensive db reporting skillsets on hand

    What do you like most about the product or service?

    Asset management

    What do you dislike most about the product?

    Reporting

    What one thing do you wish the vendor did differently?

    NA

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

    Better evaluation of the functionality and reporting of the product

    Product capabilities - overall comment

    Better on paper than in practice

    Integration & Deployment - Overall comment

    Deployment was straight forward. Integration with other tools was limited


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(9)
3.7

Ability to understand your organization's needs

(10)
3.5

Timely and complete response to product questions

(10)
3.6

Pricing and contract flexibility (pricing and terms)

(8)
4.1
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(10)
3.5

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

12 months or more

6 - 9 months (<9)

I don't know


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

(4)
2.3

Ease of integration using standard APIs and tools

(8)
2.9

Quality and availability of end-user training

(9)
3.3

Ease of deployment

(10)
3.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(10)
3.3

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(9)
3.2

Quality of technical support

(10)
3.5

Quality of peer user community

(9)
3.1
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(11)
3.5

Patching

(11)
3.6

Software Distribution

(11)
3.8

Inventory and Software Use

(11)
3.5

Scalability

(11)
3.4

Administration and Usage

(11)
3.7

Customization

(11)
2.4

Integration

(10)
3.3

Cross-Platform Support

(10)
3.2
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Technical Assessment

Executive Sponsor

Maintenance and Support

End User Computing Manager

End User Support Manager

Vendor/Product Selection

Functional Assessment

Rollout and Install

Vendor Management

Development/Integration

Application Lead

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

Enhance decision making

Improve business process agility

Cost management

Improve business process outcomes

Improve supplier or partner relations

Reduce time to market

Other...


What other vendors were considered? Multiple responses allowed.

Microsoft

Landesk

BMC Software

Dell Kace

Kaseya

Kesaya

LANDESK

Symantec

Other...


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Ease of use

Pre-existing relationships

Breadth of services

Bundled or integrated with a product already installed

Financial/organizational viability

Product roadmap and future vision

Strong consulting partnership

Strong services expertise

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

EMEA