Serviceaide ChangeGear

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Enterprise Service Management Software (ESM)

4.9 2 verified reviews
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SoftwareWorld Editorial Review

Why SoftwareWorld Chooses Serviceaide ChangeGear

"IT and service management teams often turn to Serviceaide ChangeGear when they need a structured way to handle internal requests, incidents, and change processes. It works well for organizations that want clear workflows and better visibility into how work moves through their teams. Mid-sized businesses tend to find it a good fit for day-to-day IT service management. Smaller teams with limited technical resources, however, may find the setup and configuration process takes more time than expected."
SoftwareWorld Review Team
SoftwareWorld Highly Recommended 2026
Decision Snapshot

Serviceaide ChangeGear Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User Rating4.9 / 5
Starting PriceContact Vendor
Free TrialNot specified
Free VersionNo
APINot specified
DeploymentCloud Hosted, Deployment Type
HeadquartersUnited States
✎
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Product Overview

Serviceaide ChangeGear Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About Serviceaide ChangeGear

Change management is one of those processes that sounds simple on paper, approve a change, roll it out, and often turns into a compliance nightmare in practice. ChangeGear, Serviceaide's core ITSM and enterprise service management platform, was built to keep that process from spiraling, automating and assessing risk on changes before they ever go live.

What ties the whole platform together is Luma, Serviceaide's agentic AI engine, which runs across service automation and user support rather than sitting off to the side as a bolt on chatbot. It powers a virtual agent for conversational support, a Copilot for IT staff, and a Suggestion Center that one Fortune 100 customer specifically called out as the AI feature saving the most time day to day. ChangeGear extends past IT too, handling service management for HR, facilities, compliance, and finance departments under one centralized platform, which matters for companies that got tired of running separate systems for every department that touches a service request.

  • Centralized CMDB and asset management for tracking devices, licenses, and dependencies
  • Self service portals customers specifically praised for letting them email requests directly into the tracking tool
  • No code configuration that lets the platform extend into any vertical without custom development
  • Trusted by Fortune 100 companies including FPL, Fujitsu, and Academy Bank
For enterprise IT and service teams buried under high ticket volumes, disconnected systems, and slow change approvals, ChangeGear's pitch is a familiar one in this space, unify everything, automate the repetitive parts, and let AI carry more of the daily workload than a typical ITSM platform attempts.
Company ServiceAide
Founded 2016
Headquarters United States
Employees 101-500

Support

Email Phone Chat Knowledge Base

Training

In-person Live Online Webinar Documentation Videos

Licensing & Deployment

Proprietary Cloud Hosted On-Premise Web-Based iPhone Android Windows Linux

Typical Customers

Small-Business Midsize-Business Large-Enterprise-Business
Languages Supported 1 language available
English
Industries Served 6 industries available
Education Management Financial Services Government Administration Hospital & Health Care Oil & Energy Utilities

Why Choose Serviceaide ChangeGear

Problem it Solves

  • Problem it Solves Streamlining IT Service Management And Improving Operational Efficiency

Target Users

  • Target Users IT Service Managers
  • Target Users Help Desk Technicians
  • Target Users Change Managers
  • Target Users System Administrators
  • Target Users IT Support Staff

Core Use Case

  • Core Use Case Manage Change Requests
  • Core Use Case Automate Workflows
  • Core Use Case Track Incidents
  • Core Use Case Monitor Service Performance
  • Core Use Case Generate Reports

USP

  • USP Streamline IT Service Management With ChangeGear's Intuitive Automation

Pros

  • Pros Flexible deployment options let teams choose cloud or on-premise setup
  • Pros AI-powered suggestions help analysts resolve tickets faster with less guesswork
  • Pros ITIL-aligned workflows come pre-built, reducing configuration time considerably
  • Pros Change management module handles complex approval chains without extra plugins
  • Pros Reporting dashboards surface actionable data without requiring SQL knowledge
  • Pros Self-service portal noticeably reduces repetitive tier-one support requests
  • Pros Integrates cleanly with third-party tools most IT teams already use

Cons

  • Cons Workflow automation setup demands significant technical knowledge to configure properly
  • Cons Reporting customization feels limited for teams with complex analytics needs
  • Cons Pricing structure scales quickly as user count and modules grow
  • Cons Mobile experience lacks the depth that the full desktop platform offers
Editorial Buyer Guidance

Who Is Serviceaide ChangeGear Best For?

Review the buyer problem, target users, practical use cases, and product differentiator identified by the SoftwareWorld review team.

Problem It Solves

Streamlining IT Service Management And Improving Operational Efficiency

Target Users

  • IT Service Managers
  • Help Desk Technicians
  • Change Managers
  • System Administrators
  • IT Support Staff

Core Use Cases

  • Manage Change Requests
  • Automate Workflows
  • Track Incidents
  • Monitor Service Performance
  • Generate Reports

Unique Selling Point

Streamline IT Service Management With ChangeGear's Intuitive Automation

Strengths and Limitations

Serviceaide ChangeGear Pros & Cons

Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.

+

Pros

  • Flexible deployment options let teams choose cloud or on-premise setup
  • AI-powered suggestions help analysts resolve tickets faster with less guesswork
  • ITIL-aligned workflows come pre-built, reducing configuration time considerably
  • Change management module handles complex approval chains without extra plugins
  • Reporting dashboards surface actionable data without requiring SQL knowledge
  • Self-service portal noticeably reduces repetitive tier-one support requests
  • Integrates cleanly with third-party tools most IT teams already use
!

Cons

  • Workflow automation setup demands significant technical knowledge to configure properly
  • Reporting customization feels limited for teams with complex analytics needs
  • Pricing structure scales quickly as user count and modules grow
  • Mobile experience lacks the depth that the full desktop platform offers
Category-Based Capabilities

Serviceaide ChangeGear Features

Each category combines the selected software category, its category-specific description, and the features assigned to that category.

Human Resources Software 27 selected features Open category ↗ ⌄
Performance Management Employee Database Applicant Tracking Compensation Management Employee Management Recruitment Management Employee Profiles Succession Planning Benefits Management Time & Attendance Learning & Development Self Service Portal Reporting/Analytics Employee Onboarding Training Management Payroll Management Sick Leave Tracking HR Management Calendar Management Approval Process Control Vacation/Leave Tracking Document Management 360 Degree Feedback Time Off Management Compliance Management Access Controls/Permissions Attendance Tracking
Help Desk Software 26 selected features Open category ↗ ⌄

Serviceaide ChangeGear is an ITSM help desk software covering incident, problem, and change management in one platform. It offers a self-service portal, configurable workflows, and the Luma AI virtual agent for faster resolutions. With customizable dashboards and ITIL-certified processes, IT teams manage service requests efficiently across complex environments.

Automated Routing Call Center Management Real-Time Chat Performance Metrics Customer Database Self Service Portal SLA Management CRM Real Time Notifications Multi-Channel Communication Support Ticket Management Surveys & Feedback Document Storage Social Media Integration Alerts/Escalation Prioritization Workflow Configuration Ticket Management Reporting/Analytics Access Controls/Permissions IT Asset Management Email Management Customer History Interaction Tracking Knowledge Base Management Remote Access/Control
ITSM Software 30 selected features Open category ↗ ⌄

Serviceaide ChangeGear is an AI-enhanced ITSM platform that unifies incident, change, asset, and service management into a single solution. With automated workflows, generative AI support, and comprehensive visibility, it helps teams streamline service delivery, enforce compliance, and accelerate resolution across complex IT operations while improving efficiency and user experience.

Service Catalog Alerts/Escalation Multi-Channel Communication Configuration Management Inventory Management Approval Process Control Contract/License Management Asset Tracking Prioritization Activity Tracking Change Management Knowledge Base Management Self Service Portal Incident Management Alerts/Notifications Chat/Messaging Project Management SLA Management Access Controls/Permissions Problem Management Availability Management Support Ticket Management Surveys & Feedback Help Desk Management Capacity Management Release Management Asset Lifecycle Management Task Management Audit Trail Remote Access & Monitoring
IT Management Software 29 selected features Open category ↗ ⌄
Change Management SLA Management Activity Tracking Knowledge Management Dashboard Audit Management Self Service Portal Patch Management Capacity Management Configuration Management License Management Alerts/Notifications Inventory Management Compliance Management Remote Access/Control Server Monitoring Event Logs Task Management Incident Management SSL Security Audit Trail Access Controls/Permissions Ticket Management Maintenance Scheduling Chat/Messaging Issue Auditing IT Asset Tracking IT Risk Management Network Security
Issue Tracking Software 27 selected features Open category ↗ ⌄
Issue Scheduling Customizable Reports Real Time Notifications Chat/Messaging Help Desk Management Assignment Management Task Management Collaboration Tools Role-Based Permissions Commenting/Notes Ticket Management Alerts/Notifications Projections Multi-Channel Communication Recurring Issues Issue Tracking Knowledge Base Management Email Management Support Ticket Tracking Monitoring Project Management Issue Auditing Prioritization Task Progress Tracking Self Service Portal Surveys & Feedback SLA Management
Change Management Software 9 selected features Open category ↗ ⌄
Approval Workflow Training Management Task Management Audit Trail Change Planning Release Management Change Tracking Compliance Management Prioritization
Chatbot Software 17 selected features Open category ↗ ⌄
Natural Language Processing Automated Responses Virtual Assistant Chatbot AI/Machine Learning Query Suggestions Customer Support Language Detection Pre-Configured Bot Code-free Development Automated Routing Augmented Analytics Transfers/Routing Lead Qualification Customizable Branding Lead Capture For Sales/Marketing
CMDB Software 19 selected features Open category ↗ ⌄
Change Management Performance Monitoring Contract/License Management Device Auto Discovery API IT Asset Management Data Visualization Impact Management Service Level Agreement (SLA) Management License Management Relationship Mapping Inventory Management Configuration Management Compliance Management Knowledge Base Management Workflow Management Asset Lifecycle Management Prioritization IT Asset Tracking
Conversational AI Platform Software 13 selected features Open category ↗ ⌄
Contextual Guidance Live Chat Multi-Channel Communication Pre-Configured Bot For Developers Multi-Language Code-free Development Speech Synthesis Sentiment Analysis Speech Recognition Intent Recognition Reporting/Analytics Chatbot
IT Asset Management Software 16 selected features Open category ↗ ⌄
Contract/License Management Compliance Tracking Cost Tracking Procurement Management Supplier Management Configuration Management Asset Tracking Maintenance Management Reporting/Analytics Audit Management Inventory Management Change Management Requisition Management Support Ticket Management Barcode/Ticket Scanning Alerts/Notifications
IT Service Software 19 selected features Open category ↗ ⌄
Release Management Contract/License Management Knowledge Management Activity Dashboard Self Service Portal Workflow Management Service Catalog Third-Party Integrations Configuration Management Alerts/Notifications Inventory Management Change Management Problem Management Compliance Management Task Management Support Ticket Management Real-Time Monitoring Resource Allocation & Planning Service Request Management
Service Desk Software 18 selected features Open category ↗ ⌄
Change Management Incident Management Service Level Agreement (SLA) Management Reporting & Statistics IT Asset Management Remote Access/Control Procurement Management Self Service Portal Prioritization Real-Time Notifications Mobile Access Support Ticket Management CMDB Alerts/Notifications Knowledge Base Management Problem Management Customer Support Analytics
Connected Applications

Serviceaide ChangeGear Integrations

Integration information is displayed only when approved integration products are available on the profile.

Showing 8 of 15 integrations
Pricing Information

Serviceaide ChangeGear Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Contact Vendor
Preferred Currency USD ($)
Free Trial NA
Free Version NA
Payment Frequency NA
Pricing Page ↗ Request Demo ↗
Verified User Feedback

Serviceaide ChangeGear Reviews

Approved reviews submitted through verified Google or LinkedIn reviewer accounts.

Write a Serviceaide ChangeGear Review ↗
4.9
Based on 2 approved reviews
5 stars 88%
4 stars 13%
3 stars 0%
2 stars 0%
1 star 0%
Charles R.
Charles R. Server Administrator

Professional Support and User-Friendly Service Desk Platform

Overall, our experience with ChangeGear has been excellent. The support staff and professional services team are consistently responsive, addressing any issues quickly and professionally, and it’s reassuring to know there’s a knowledgeable team behind the product. The platform comes with plenty of out-of-the-box ITIL-compliant forms, which made it easy for our organization to get started right away. End users find the Self Service Portal intuitive and straightforward, allowing them to submit requests without confusion, and the clean, visually clear interface is easy for our service desk technicians to navigate. The knowledge base and smart search capabilities also help technicians resolve issues faster than ever before. While customization of forms can be a bit tricky and updates between versions require care, these challenges are manageable, and the team’s roadmap indicates improvements are on the way. Overall, it’s a reliable and efficient solution for managing IT service requests.

Reviewed on March, 2019
Brandon W.
Brandon W. CIP Compliance Analyst

Seamless Digital Change Management with Reliable Performance

Switching from a paper-based change process to ChangeGear has been a game-changer for our organization. The platform allows us to manage approvals digitally, maintain a full audit trail, and centralize all evidence for every change, which has drastically reduced the time from approval to completion—we see results almost instantly. Everything can be configured through the intuitive GUI and backend workflows, making it one of the most stable and reliable systems I’ve worked with straight out of the box. While the default reporting could offer more detail to simplify compliance management, the SSRS plugin provided by SunView fills that gap perfectly, giving us all the necessary data to meet regulatory requirements. Overall, ChangeGear has made our change management process far more efficient and transparent.

Reviewed on March, 2019
Frequently Asked Questions

Serviceaide ChangeGear FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

Change management is one of those processes that sounds simple on paper, approve a change, roll it out, and often turns into a compliance nightmare in practice. ChangeGear, Serviceaide's core ITSM and enterprise service management platform, was built to keep that process from spiraling, automating and assessing risk on changes before they ever go live.

What ties the whole platform together is Luma, Serviceaide's agentic AI engine, which runs across service automation and user support rather than sitting off to the side as a bolt on chatbot. It powers a virtual agent for conversational support, a Copilot for IT staff, and a Suggestion Center that one Fortune 100 customer specifically called out as the AI feature saving the most time day to day. ChangeGear extends past IT too, handling service management for HR, facilities, compliance, and finance departments under one centralized platform, which matters for companies that got tired of running separate systems for every department that touches a service request.

  • Centralized CMDB and asset management for tracking devices, licenses, and dependencies
  • Self service portals customers specifically praised for letting them email requests directly into the tracking tool
  • No code configuration that lets the platform extend into any vertical without custom development
  • Trusted by Fortune 100 companies including FPL, Fujitsu, and Academy Bank
For enterprise IT and service teams buried under high ticket volumes, disconnected systems, and slow change approvals, ChangeGear's pitch is a familiar one in this space, unify everything, automate the repetitive parts, and let AI carry more of the daily workload than a typical ITSM platform attempts.

  • No, Serviceaide ChangeGear does not offer a free version.

  • No, Serviceaide ChangeGear does not offer any free trial.

  • No, Serviceaide ChangeGear does not offer an API.

  • Serviceaide ChangeGear can be integrated with the following applications:

    • Salesforce Sales Cloud , ServiceNow , Jira , Google Workspace , Slack , AWS Cloud , Splunk Enterprise , Microsoft Outlook , Zendesk Suite , Okta , Cherwell Service Management , BMC Helix Remedyforce , PagerDuty , Microsoft Teams , ServiceNow , Microsoft Azure , ServiceNow , jira

  • Serviceaide ChangeGear offers support with the following options:
    • Email , Phone , Chat , Knowledge Base

  • Serviceaide ChangeGear offers training with the following options:
    • In-person , Live Online , Webinar , Documentation , Videos

  • Serviceaide ChangeGear supports the following languages:
    • English

  • Following are the typical users of the Serviceaide ChangeGear:
    • Small-Business , Midsize-Business , Large-Enterprise-Business

  • Serviceaide ChangeGear supports the following deployment:
    • Cloud Hosted , On-Premise

  • Serviceaide ChangeGear supports the following devices and operating systems:
    • Web-Based , iPhone , Android , Windows , Linux
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