What is our primary use case?
We have several use cases for KACE and a lot of them are related to the helpdesk. For example, they provide assistance with modifying the helpdesk, client distribution, and maybe a tad bit in scripting on how to use it.
I've used the KACE tickets a lot.
How has it helped my organization?
This solution provides us with compliance management. We used it for security updates including Windows security, Dell, and other products. Another feature that we use is patch management. In fact, we patch other products all the time using KACE. I have Windows and Dell updates running bi-weekly, whereas other products are done weekly. Microsoft servers are an example of something that we regularly patch.
The combination of the features is important, although I'm just happy that it all works. It's fairly easy to use once you figure it out.
The system helps a lot when it comes to updating and configuring everything the way we need it to be in our environment. In particular, their support engineers are really good, although the system usually configures and updates mostly on its own.
Price to using KACE, we were using emails. Now that we have a ticketing system, everything is monitored and everything is saved. For example, with the service desk portion, it's a lot easier to track because of the OSV files. They take up a lot of storage and as such, they get stored in archives. This means that it's hard to find those emails, so it's difficult to see what people said. Something we would look for is how we resolved an issue by following steps X, Y, and Z. This information is all available in the description of the ticket and by using KACE, we can find it easily. As far as the service desk operations go, this solution has been A one.
Using this solution saves us lots of time, especially when it comes to performing updates. We only have one on-premises server, and we have somebody that updates it, but prior to using KACE, there were lots of errors that would occur. For example, one update superseded another. Now, it is put on the automated run with a smart ticket and the server is always up to date. I estimate that we're saving at least 40 hours per month, based on the fact that we have 170 computers. It takes a long time to push all of the software updates to every one of them.
When we consider patching and software application updates, our productivity has increased by at least 80%. This has been major for us, especially with COVID and since people started working from home. It's been tougher to manage everybody but with KACE, it's made the job a lot easier. For example, the KACE agent looks at the client and it updates everything automatically.
The system gives us visibility with respect to whether a user is online, or the last time they were online. While online, it also gives us real-time status updates.
What is most valuable?
The only feature that we aren't using yet is asset management, and that is something that we are working on.
This solution is easy to use. None of it is very difficult, although I had to learn it from the ground up and it wasn't very easy when I first started with it. However, progressively, as I put in tickets and began using the service desk, the Quest help, and the technical support, they showed me how it works. Usually, after they showed me one time, I was able to understand what I needed to do. Eventually, it was really easy to use.
The inventory is really good, where it automatically updates catalogs. When I check on things, it's right there, and it even has zero-day patches. When you fine-tune it and set up the automation, it makes life much easier.
The patch management security is also A one.
What needs improvement?
It would be nice if the asset management capability was a little more intuitive.
The software asset management functionality is an area that needs to be improved. It could be more automated because when connections need to be made, such as when I connected Adobe and my malware remover, the process was pretty much manual. For example, I have to tell it which and how many licenses we have, and I have to keep updating it. KACE has what they call Smart Labels and they are supposed to automatically detect things, but it seems that they don't detect anything. I put all of the information in, and it still won't do it. It makes you wonder why you're putting the information into the system in the first place.
I have not been able to connect to Active Directory, which is a ticket that I've had open for several months. It looks like the problem may be on our side. I've been working with the firewall team, which is a third-party vendor, and even their developers can't figure it out. Each vendor is pointing fingers at the other. I just want it to work.
For how long have I used the solution?
I have been using Quest KACE Systems Management for approximately two years.
What do I think about the stability of the solution?
I like the stability a lot. It doesn't crash. We've had a few hiccups but it's definitely not worse than some of our vendors. The downtime is near 0%. Some of our vendors have a lot of downtime.
What do I think about the scalability of the solution?
Scalability-wise, this product is great.
When we first implemented KACE, we had approximately 80 computers that we needed to install it on. We now have 170 computers.
We will continue to use this solution going forward. Every time we stage a computer, we make sure that we put KACE on it. Once we do that, we pretty much don't have to worry anymore. We're setting up more PCs and we're going to be hitting the 200 mark, probably at the end of the year. We have been hiring a lot of people and I expect it will continue.
There are three people who use KACE but I am the primary one. I'm the only person that makes changes and monitors the system regularly.
How are customer service and support?
The technical support is pretty good but we still have cases pending. There is one case that we have had open for several months and I'm not the happiest about that, but for everything else, the assistance has been pretty spot on. It's hard to complain about the support.
Sometimes, I figure it out myself after opening a ticket but usually, they can get the job done. They are much more responsive than most vendors. I don't know if they have SLAs but if they do, then I would say that they're meeting them. They usually contact me either the day of, if it's early enough, or the next day, which is nice.
If I speak with any one of them, it doesn't matter. I've worked with multiple support engineers from KACE and they all seem to know what they're doing.
Usually, I have to contact them for the higher-level stuff. For example, I didn't know about how security certificates worked because I had never used one before.
The vendor has Premier support available, although we do not use it right now. We haven't looked into it yet but because we're growing and don't have enough IT people, Premier support might be ideal. For example, I have read that they help with VBS scripting, and I don't know it, so that would help me to learn it a little bit faster. Also, they save certain things for Premiere support. I had asked the service desk if I can change the category of a service ticket and they told me that I could, but it was a custom option. For that kind of thing, you need to have Premium support. I plan to call the vendor and get a quote for the service. That said, for everything that's not custom, they help a lot.
Overall, they're very proficient and they're very knowledgeable about the product.
Which solution did I use previously and why did I switch?
We were using Datto RMM before, and KACE is much easier to use. I wasn't the most familiar with the old solution but with KACE, I can do things beyond monitoring. For example, I can do distributions or use security updates. With Datto, I basically used it to see what PC people were on.
Before I was hired, an IT company used to manage our infrastructure and they were the ones using Datto. We moved away from the IT company, which is why we switched.
We have not used any of the freeware products that are available or tried SCCM to achieve the same functionality.
How was the initial setup?
It was definitely complex but that is because I'd never seen anything like it before. It wouldn't be a fair assessment to say that it was the most difficult thing, but it was a lot of information and I'd never used smart labels before. I was very confused at the beginning.
But, after I put in tickets, they did take the time to go back over it with me. After they showed me maybe once or twice, I understood what a smart label does. From that point on, it was very easy to create smart labels and automate the system.
It takes perhaps five minutes to install KACE on one computer. The longest part is pulling it down from the server. Once it's copied to the local machine, it only takes a minute or 90 seconds to install.
What about the implementation team?
We completed the deployment in-house.
What's my experience with pricing, setup cost, and licensing?
The pricing is great. It's billed annually and it's very reasonable.
Which other solutions did I evaluate?
My manager was already very familiar with this solution, which is why it was chosen. We didn't evaluate other options.
I have seen other monitoring tools that you use with a PC, where they are part of the assets. With this one, you have to run a custom script and you have to do a lot of custom stuff. When you do custom work, you have to pay more money, obviously. It means that there is an extra cost but other than that, it's pretty good.
What other advice do I have?
KACE provides capabilities for mobile device management, although we don't use the feature. We also don't really use the monitoring system at this point.
My advice for anybody who is looking to implement KACE is that it's fairly easy to use and once you learn it, it's a very simple product. It's not simple in function, but the ease of use is there and you can very quickly learn what you need to do to get things done.
Also, if you know a little bit more about VBS, you get stuff done a lot quicker.
Overall, it's a great product, I'm really happy with it, and I feel like it gets the job done.
I would rate this solution a nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.