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TM
Network systems Administrator at Azura Credit Union
User
Great for building scripts, is active on forums, and can scale well

Pros and Cons

  • "The ability to build scripts right on the deployment center itself, as well as building groups that take those scripts/task chains has been absolutely invaluable and one of the most important parts of my whole environment."
  • "The GUI needs some work. I love all that it can do, however, it can be just be so cluttered at times."

What is our primary use case?

We Primarily use KACE as a diverse deployment and management solution. 

Our environment includes multiple locations, so having a single point of deployment for automation/patches/software/scripts and response management is ideal. 

We work in the banking industry, so having this single point and not having to worry about security is enormous. We have to go through multiple government security audits a year and our auditors are always blown away with our KACE environment. We need KACE to keep our organization going.

How has it helped my organization?

Previously, we were working with upwards of 200 different applications and tools, the amount of compatibility issues and clutter was unbelievable. One update on one application could ruin a whole environment at times. Thank goodness we found KACE to consolidate our environment and really cut down on resources! 

They've saved us so much time and money it's unreal. They have so much flexibility in what you want to configure or script. In some of my deployments, I've built entire applications on KACE to work with, while in others I have small built-in batch files. The only thing that limits KACE is your imagination.

What is most valuable?

The ability to build scripts right on the deployment center itself, as well as building groups that take those scripts/task chains has been absolutely invaluable and one of the most important parts of my whole environment. Without it, we would need to hire at least six to seven more employees to do what I'm able to do myself with those tools. 

On top of this, they have multiple forums that are super active. I've gone to tech support, ITninja, and even Reddit. One time, I asked a question on the KACE subReddit on how to improve a function and a KACE team member responded in five minutes. That's honestly unheard of for a company like this.

What needs improvement?

The GUI needs some work. I love all that it can do, however, it can be just be so cluttered at times. I wish we could see them spend some time improving the interface.

Sometimes when I run certain functions or need to do a one-off massive deployment, it lacks in "mobility". It can be a pain, having to go back a page and re-type in all the same information in the "run now" tab when I have a whole bunch of one-off situations. It's not like I can't do what I need to do, however, I seem to just spend more time than I'd like having to type in the same information over and over.

For how long have I used the solution?

I've used the solution for the past five years.

What do I think about the stability of the solution?

In all the years we've had this product we've never had a stability issue.

What do I think about the scalability of the solution?

The solution can scale. The product can be a help desk ticket system, all the way up to the entirety of your virtual machine environment - making updates and changes at a click of a button.

How are customer service and support?

They take their role in support extremely seriously. We don't have to reach out too often due to the lack of problems, however, when we do, they respond within an hour or two at the very longest.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We did not use another solution. Once we got KACE, I just don't understand how we held on for so long without it.

How was the initial setup?

We had a vendor assist us so that we never had a single hiccup during the entire setup.

What about the implementation team?

The vendor was, without a doubt, an expert. We assisted and learned everything they could teach us.

What was our ROI?

We had ROI about a year into this and have saved so much ever since.

What's my experience with pricing, setup cost, and licensing?

If your team is small like ours, I highly recommend working with an install vendor. For us, it wasn't as much a technically challenging thing to implement as much as what the vendor showed us during setup and installation that was just so helpful. With their help, we were able to hit the ground running and had much less of a learning curve.

Which other solutions did I evaluate?

Other options were discussed however, it was so long ago I can't recall what they were.

What other advice do I have?

I would say start by looking at all of the services/products that KACE offers - don't feel overwhelmed as they will integrate very well with each other.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Horacio Rojas
User at University of Hawaii
Real User
Top 20
Customizable service desk, easy management, and great for integrating existing IT tasks/requirements

Pros and Cons

  • "The service desk can be configured and customized to better serve our environment."
  • "There is always room for improvement. However, the system does most of what we need at this moment."

What is our primary use case?

The primary use of this product is for our user support (help desk).

Kace has helped us integrate all of our IT needs from inventory to imaging. Having this appliance to do everything automatically and push out software is a plus. Summer tasks are so much easier with imaging across the network that requires almost zero technicians intervention.

Managing 3,000+ computers across our campus from one single solution has made our life (and work) so easy. We are able to respond to the needs of our users always and can look into the history of the devices or the KB created to self-serve our users.

How has it helped my organization?

Our computer Inventory became more accurate, and computers were rolled out faster. Our techs adapted quickly to the new service desk, and the users can now check the status of their ticket by login into the user portal. 

As we plan computer rotations, having an accurate inventory is a key to identifying computers that are end-of-life or out of warranty. KACE can provide all of the necessary information by simply running customized reports that in turn can be provided to individuals or departments, either on-demand or on an automatic schedule.

What is most valuable?

Asset management, inventory, reporting, and service desk features work together and they are very valued in our daily operations.

When a user creates a ticket, users are in a continuous loop of communication via the service desk, user portal, or email. We are now able to set tier levels and involve other areas within IT, networking, sysadmin, VOIP, or managerial for approvals.

The service desk can be configured and customized to better serve our environment. If necessary, additional queues can be added.

What needs improvement?

There is always room for improvement. An example will be the implementation of granulated permission to run Scripts. We often find it unnecessary (and dangerous) that all technicians can see/run all the scripts created by our institution. Ideally, a Manager could assign some scripts to certain levels of support. 

However, the system does most of what we need at this moment.                                          

KACE has a website, "Use Your Voice," where users can make suggestions to improve the product or add new features. This offers a great way to improve the system.                      

KACE recently added Windows Feature Update patching to SMA. That was a considerable improvement to keep end-points secure, as many users were asking for it. 

For how long have I used the solution?

SMA was implemented in our institution in late 2008.

What do I think about the stability of the solution?

The stability is great, initially was running on a physical server, and recently migrated to a VM, both environments are very well-built.

How are customer service and support?

Support was always provided a fast and accurate response to our questions, issues, or even helping us implementing new system upgrades

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

n/a

How was the initial setup?

The setup was straight foward, and a dedicated support team was on the line while we implemented and set up the system. KACE included a follow-up online training to guide us and have the appliance up and running within the first hour.

What was our ROI?

We've seen ROI in less than 6 months.

Which other solutions did I evaluate?

We also looked into TrackIT.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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GR
Computer Management at University South Brittany
User
Simplifies software deployment, allows the use of replicas, and has personalized inventory fields

Pros and Cons

  • "With KACE, we were able to have a simplification of the software deployment management with more granularity and flexibility."
  • "What could be improved is the possibility to use replicas in a secure way outside our network in order to maintain the machines that never connect to our corporate network."

What is our primary use case?

We are a small university of 10,000 students with 1,000 faculty and staff. We have to manage about 3500 computers spread over 3 sites.

There are 2,000 computers available for students. The rest are for staff, including 700 laptops.

Student computers are completely redeployed during the summer break, unlike staff computers which are redeployed during their replacement (every 5 years).

We use KACE SMA mainly to deploy software and security updates. We also use KACE to manage our assets and create monitoring reports.

How has it helped my organization?

We were using an end-of-life solution with limited software deployment management capabilities, as well as WSUS to deploy security updates. The asset management was done in an in-house tool that was also end of life.

With KACE, we were able to have a simplification of the software deployment management with more granularity and flexibility.

The use of replicas allowed us to relieve inter-site links during massive computer deployments or security updates.

The ability to create reports is also a plus that allows us to track the life of our computers.

What is most valuable?

On a single page I can have access to the hardware information, the status of the warranty, the associated support tickets, the installed software, the software waiting to be installed, the last user connected, the accounting information, the date of purchase, et cetera. It gives us the ability to create our own indicators by using customized inventory rules.

We can also create our own indicators thanks to personalized inventory fields and thus bring up very targeted information, including the state of Windows activation, the number and model of connected screens, the power supply scheme used, the presence of a file, et cetera.

What needs improvement?

What could be improved is the possibility to use replicas in a secure way outside our network in order to maintain the machines that never connect to our corporate network.

The helpdesk could also improve, although it has evolved a lot on the last versions. It does not meet the moment for our needs.

What could be interesting when deploying larger software or software to many machines on a remote site would be to be able to do it P2P in order to accelerate the local deployment and not to load too much of the inter-site links.

For how long have I used the solution?

I've used the solution for ten years.

What's my experience with pricing, setup cost, and licensing?

When you have a large number of computers, the price starts to become apparent. 

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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RL
Systems Engineer at a tech services company with 201-500 employees
Real User
Top 20
Good service desk ticketing and asset management features

What is our primary use case?

We use KACE for patching. 

What is most valuable?

I am impressed by the service desk ticketing and asset management.

What needs improvement?

I've had some issues with patch catalogue, which seems to have expired. Quite a few people have reported that they are struggling with it.

For how long have I used the solution?

I have been using Quest KACE Systems Management for three months now.

What do I think about the stability of the solution?

The program is very stable.

What do I think about the scalability of the solution?

We only have three people using this program in our company, but I believe it is scalable. I don't think we will increase our usage soon, though.

How are customer service and technical support?

The technical support is…

What is our primary use case?

We use KACE for patching. 

What is most valuable?

I am impressed by the service desk ticketing and asset management.

What needs improvement?

I've had some issues with patch catalogue, which seems to have expired. Quite a few people have reported that they are struggling with it.

For how long have I used the solution?

I have been using Quest KACE Systems Management for three months now.

What do I think about the stability of the solution?

The program is very stable.

What do I think about the scalability of the solution?

We only have three people using this program in our company, but I believe it is scalable. I don't think we will increase our usage soon, though.

How are customer service and technical support?

The technical support is good.

How was the initial setup?

The initial setup was quite complex and I really struggled. It took me around 15 minutes to complete the setup, because it was a trail-based version.

What other advice do I have?

I rate this program an eight out of ten. I will recommend it to others because it is simple and understandable.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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