2 out of 5.0, Reviewed Dec 5, 2016
Overall my satisifaction with Kace is low compared to other service-desk type tools I have used in the past.
Know all the requirements you desire.
Cost is low.
KACE is not an ITIL solution. It has no modules for things like service management and problem management.
In hindsight, I wish I was involved to select a different tool.
Select a different service desk tool. In fact, we are in the process of evaluating other options.
4 out of 5.0, Reviewed Dec 2, 2016
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.
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
It's a relatively easy system to use
Charging for custom edits to the interface
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
4 out of 5.0, Reviewed Dec 1, 2016
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.
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.
Integrate better with other ITSM offerings and focus on the asset management.
3 out of 5.0, Reviewed Dec 1, 2016
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.
Be prepared to dive into ITNinja.com and get user support from other users.
Extremely customizable and great support community.
Low vendor support.
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.
I would get more training from the vendor.
5 out of 5.0, Reviewed Nov 17, 2016
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.
Take advantage of training sessions they offer.
Managed Updates and Imaging processes
4 out of 5.0, Reviewed Oct 17, 2016
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.
Easy of use
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.
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 and support are good to excellent. It is the type of support that you would expect from Dell.
4 out of 5.0, Reviewed Jul 28, 2016
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.
Consult with other organizations of similar size and resources to see how the rollout went for them.
The product does seem to be the best value in its price range.
Support is spotty.
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.
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.
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.
We are able to find information we need rather easily. For the most part we have found support to be responsive and accurate.
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 May 10, 2016
Kace has been extremely time-saving in our deployment of packaged applications.
Send a technician to training before implementation.
Ease of use.
The ITSM tool does not meet our needs.
Inform us that it would be beneficial to send someone to training before implementation.
3 out of 5.0, Reviewed May 10, 2016
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.
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.
It offers the capability to push patches and monitor assets.
Needs a lot of customization for the service desk portion.
Improve the out of the box reporting capability for the service desk portion.
1 out of 5.0, Reviewed Mar 9, 2016
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
Do not use KACE.
Improve the product properly and services for MSP.
Select another product.