--- title: Serviceaide ChangeGear Reviews meta_title: 'Serviceaide ChangeGear Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 105 reviews by the users' company size, role or industry to find out how Serviceaide ChangeGear works for a business like yours. aggregate_rating: rating_value: 3.9 review_count: 105 scale: '5' date_modified: '2026-07-13' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Serviceaide ChangeGear Reviews **Vendor:** Serviceaide **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 3.9/5.0 **Total Reviews:** 105 ## About Serviceaide ChangeGear We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes. ## Serviceaide ChangeGear Pros & Cons **What users like:** - Users appreciate the **effective incident management** of Serviceaide ChangeGear, enhancing teamwork and streamlining project coordination. (5 reviews) - Users value the **well-organized documentation** of ChangeGear, enhancing accountability and ease of tracking IT changes. (4 reviews) - Users value the **effective collaboration** in Serviceaide ChangeGear, enhancing team coordination and reducing confusion in projects. (4 reviews) - Users value the **seamless system integration** of Serviceaide ChangeGear, enhancing efficiency and simplifying workflows across tools. (4 reviews) - Users appreciate the **robust task management** features of Serviceaide ChangeGear, ensuring structured processes and accountability for IT requests. (4 reviews) - Users appreciate the **customizable ticketing system** of Serviceaide ChangeGear, greatly enhancing change management and operational efficiency. (4 reviews) - Automation (3 reviews) - Features (3 reviews) - Team Collaboration (3 reviews) - Automation Efficiency (2 reviews) **What users dislike:** - Users find the **outdated interface** of Serviceaide ChangeGear frustrating and less intuitive, slowing down overall efficiency. (4 reviews) - Users report **slow performance** with Serviceaide ChangeGear, particularly during urgent tasks and while navigating large datasets. (4 reviews) - Users find **missing features** in Serviceaide ChangeGear, such as outdated reporting tools and inflexible approval processes, frustrating. (3 reviews) - Users experience **slow loading times** and delays, which hinder performance during urgent tasks and audits. (3 reviews) - Users face **bugs and outdated interfaces** in ChangeGear, leading to inefficiencies and frustrations in their workflow. (2 reviews) - Users often face **delays** in resolution and system performance, causing frustration and hindering efficient workflows. (2 reviews) - Editing Limitations (2 reviews) - Learning Curve (2 reviews) - Limited Customization (2 reviews) - Limited Integration (2 reviews) ## Serviceaide ChangeGear Reviews ### 1. No more guessing who’s doing what **Rating:** 4.0/5.0 stars **Reviewed by:** Vinicio B. | Change control coordinator, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2025 **What do you like best about Serviceaide ChangeGear?** My favorite part about Serviceaide ChangeGear is how well it binds our team together in fast moving projects. This reduces confusion especially as they get more able to change their priorities. Overall, we’ve been using it consistently since then to track incidents and approvals, it really helps to manage day to day coordination. I also love in how we can have multiple departments come in without having to explain every little detail, everyone we’re in context and continue to move along in a constructive way without extra calls or emails. **What do you dislike about Serviceaide ChangeGear?** Notification mostly comes sometime odd and sometime miss a few little updates which we overlooked few important follow. And it always feels a lot of spaces, so looking for older notes or attachments in a ticket takes a little longer. Most of the things are very little, but when we need to respond quickly they add up and slow us down. Nothing has broken anything major, but it adds friction where it hasn’t been expected. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Before Serviceaide ChangeGear, there was a lot of confusion as to who was doing what. There were things that would be missed, or worked on twice. Now we now everything is assigned and tracked, and so it cuts down on overlap and takes the accountability. Completely helps especially when more than one department is involved in a request. There is a sense of who’s doing what and no gap that falls through the cracks. It has saved us a ton of time and removal of stress during busy week. ### 2. Our team's morale has improved since we started using Serviceaide ChangeGear **Rating:** 4.5/5.0 stars **Reviewed by:** Megan P. | IT Service Management Specialist, Management Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** April 14, 2025 **What do you like best about Serviceaide ChangeGear?** I particularly like that Serviceaide ChangeGear is as customizable as possible for managing IT tickets and change requests. It’s really solid for us, we use it daily to track an incident and approve everything. What I like is how easily it links to the Active Directory and the email system which allows for the updates and the alerts to go out. But, of course, it’s flexible enough to change workflows without involving IT on the dev side because we have to adapt as priorities shift. **What do you dislike about Serviceaide ChangeGear?** Although the interface may feel slightly dated and less intuitive for newer users, I dislike that, because ChangeGear is what I currently use. Getting comfortable took some time for our team, and still, some time later, certain tasks feel clunky. The reporting tools also needs improvement as it is hard to get the exact data we want without extra steps. This has slowed me down in audits or when I’m trying to work out performance metrics to show leadership. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** With ChangeGear, it makes the mess of IT request management through email and spreadsheets solved. We have now a structured, trackable system where nothing falls off the cracks. It has made change management more reliable and less stressful as we can see approval flows and get problems caught early. It is a good way to reduce back and forth and our team works more efficiently. It has really improved communication between IT and other departments and has become much easier to stay compliant with internal processes. ### 3. We're actually looking forward to change management meetings **Rating:** 4.5/5.0 stars **Reviewed by:** Erin C. | IT Service Management Integrator, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2025 **What do you like best about Serviceaide ChangeGear?** Our change management module provides complete robustness for tracking and planning and reporting changes easily. Our IT department has undergone a transformation through this solution because we can handle intricate changes without causing major interruptions. The approval workflow system allows organizations to create personalized processes which verify all changes satisfy required assessments. The system integration with our ITSM tools enables streamlined processes together with reduced need to switch between systems. **What do you dislike about Serviceaide ChangeGear?** The software needs updated user interfaces combined with an easier interface design. The program shows signs of being outdated relative to contemporary software systems. Users should have better flexibility in reporting options because customization should not require technical expertise. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Managers at our company experienced numerous errors and disorganization during IT change management before adopting Serviceaide ChangeGear. The system provides complete centralization which allows us to monitor all change activities and their current statuses. Service reliability along with reduced downtime became possible through the controlled nature of changes enabled by Serviceaide ChangeGear. The advanced reporting capabilities of Serviceaide ChangeGear led to better identification of change management improvement areas. ### 4. Change requests help us stay organized and efficient **Rating:** 4.0/5.0 stars **Reviewed by:** Stephen S. | IT Change Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2025 **What do you like best about Serviceaide ChangeGear?** The greatest feature about ChangeGear is how helpful and well organized documentation about IT changes is. All requests, all decisions, all approvals are logged, so we can look back at what has changed in the past when needed. This has proven immensely helpful for when reviewing the patterns within change requests or debugging existing issues. It also enforces some accountability since each request has an assigned responsible person that puts follow ups on easier track. **What do you dislike about Serviceaide ChangeGear?** Among bad things is the fact that some paths in ChangeGear can be quite rigid. While it makes sure that request is compliant, it may be possible to make some of the steps in the requests less strict thereby making them move quicker. Sometimes, this extra structure makes it harder to get through urgent change without needing extra delays. The interface could also be updated and looks outdated and less intuitive then what we have used before making some tasks take more time than it should. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChangeGear has also helped us set up a more structured change approval process that provides less confusion as to IT changes. With previous use, we would lose requests before trying to use it, causing miscommunication and thus delays on implementing important updates. Every request now follows a straightforward process, which is easier to monitor to track the progress and makes sure that approvals required for the request are there. This helped keep things easier for everyone with much better interactions differently between teams and a lower administrative overhead. ### 5. Finally we are delivering projects on time and within budget! **Rating:** 4.5/5.0 stars **Reviewed by:** Albin P. | Incident Management Specialist, Mechanical or Industrial Engineering, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2025 **What do you like best about Serviceaide ChangeGear?** The seamless integration of Serviceaide ChangeGear with other tools is what sets it apart from others. As an example it just syncs with our current ticketing system and is very easy to track issues from beginning to end. What I keep being appreciative of is the customization options. It tailors the workflows and makes dashboards that are personal to our team without a hitch. I’ve used it everytime in everyday use and I’ve realized that it makes handling of incidents a lot easier. **What do you dislike about Serviceaide ChangeGear?** If I had to pick one bad thing about Serviceaide ChangeGear’s interface it would be how it feels outdated when working with big datasets. Whilst, this makes for multiple reports and can be a bit clunky from time to time, it doesn’t allow you to have a speed you want to navigate instantly. The latter tends to be the case and it is the most charmingly direct. This one was unexpected given that the documentation can be more complete, specifically for advanced features. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Serviceaide ChangeGear is very practical from a standpoint as it clears bottlenecks really efficiently. Previously, maintaining a window was an absolute nightmare, something that now works out of the box. Because it takes care of the heavy lifting, and we are able save so much valuable time for the integration of our IT service management needs into one platform. It’s surprisingly simple and for tracking changes and managing asset. ### 6. No more losing client info halfway through projects, it's the best solution we ever used **Rating:** 4.0/5.0 stars **Reviewed by:** Alan C. | IT Service Desk Manager, Health, Wellness and Fitness, Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2025 **What do you like best about Serviceaide ChangeGear?** The integration of Serviceaide ChangeGear with our current operational framework is what I truly appreciate. We save three hours each week because its reporting function automatically creates reports that our team receives through automated delivery. The system functions as a critical tool during our monthly evaluations. The tool lets us create personalized dashboards which provide crucial information in an instant view of priorities. Project managers at our organization can access task status information without needing to search through their email inbox. **What do you dislike about Serviceaide ChangeGear?** The application experiences technical problems during urgent situations. The system froze during my attempt to submit a change request just as it did last week. The situation becomes frustrating when deadlines press upon you. The application occasionally experiences delays when data is synchronized between devices. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** The implementation of Serviceaide ChangeGear brought an end to our previous nightmare-like experience with IT change management. The manual tracking system took too much time while also introducing frequent errors to our workflow. The system operates through centralized automation. We used to spend numerous hours searching for approval responses through email before Serviceaide ChangeGear implementation. Now, it’s instant. ### 7. We can finally experience fewer delays in service request handling **Rating:** 4.5/5.0 stars **Reviewed by:** Anna P. | Systems support specialist, Media Production, Small-Business (50 or fewer emp.) **Reviewed Date:** February 11, 2025 **What do you like best about Serviceaide ChangeGear?** I most appreciate Serviceaide ChangeGear because it helps make the IT service requests more accountable. This means that the path for every request has a structured path and who is responsible at each stage is made obvious. Miscommunication has been reduced, and the approvals have become more reliable. Tasks that are overlooked almost never happen, thanks to the automated reminders, and that really helps keep projects on track. It also has made internal reviews a breeze due to having a clear history of actions. **What do you dislike about Serviceaide ChangeGear?** There is one problem that may be questionable about Serviceaide ChangeGear – approvals may seem inflexible in some specific scenarios. Despite having submitted the request, editing the approval form is not easy at all, which brings a setback when changes have to be made. This has at some occasion led to some technical glitches particularly when there is a need to approve numerous applications that need a change of process. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** With Serviceaide ChangeGear, serviceaide requests for IT have become less a chaotic, more structured and predictable process. Stalled approvals before use because it didn’t have a clear track of progress. Now there is a sequence to everything so requests goes through, nothing more and nothing less. It’s also aided in reducing errors since every action is logged and could be reviewed when required. This has helped our team save a lot of time and frustration while running the daily system. ### 8. We streamlined ticket management processes in our business **Rating:** 4.0/5.0 stars **Reviewed by:** Salomon I. | Senior Operations Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2024 **What do you like best about Serviceaide ChangeGear?** I would like to make accent on the fact that Serviceaide ChangeGear is very flexible in integration with our current software. I also recommend using its intuitive interface and aimed at the management of tickets and their flow, which helped to optimize our work. Another important factor has been the extremely efficient ability to integrate and implement the product into our setup and workflow within a short period of time and its compatibility with our CRM and project management systems. **What do you dislike about Serviceaide ChangeGear?** Though there are many benefits of Serviceaide ChangeGear, the following points will be considered as the demerits. Over the years, customer support has been somewhat erratic and this has been the reason why some things do not get dealt with immediately and it has disrupted the flow of operation. However, as standard, it is not as capable as the other products in this field as we cannot rely on it to satisfy our constantly growing need for increased utility. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Serviceaide ChangeGear is a very useful tool for addressing operational challenges. This feature has help in centralizing the ticket management process thus eliminating manual work and ticket handling in the business. This has lead to increase in efficiency and effective teamwork in most organizations. Secondly, the centralization has reduced errors and improved on the management of projects hence improving on efficiency. It is a system that can be said to be fully useful in its operation in the daily running of the activities in our organization. ### 9. We increased efficiency of change management in our IT business **Rating:** 4.0/5.0 stars **Reviewed by:** Henry O. | Service Desk Analyst, Accounting, Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2024 **What do you like best about Serviceaide ChangeGear?** I like how the Serviceaide ChangeGear can help with change management. The templates and design are easy to understand and navigate, so our change management process has improved. It also synced effortlessly with our ticketing software and, overall, enhanced our operations. It has become our daily tool through which we process change requests and their approvals. Due to the numerous functions that it has, we are able to make it fit our needs, thus increasing our efficiency. **What do you dislike about Serviceaide ChangeGear?** In Serviceaide ChangeGear, an area that can be improved is the support from the customer side is not as reliable as the software. Sometimes we find ourselves facing severe problems, and the team that is assigned to deal with such problems either take a long time to resolve or their solutions are not perfectly adequate. This has resulted to poor customer support which causes extended downtime and frustration, which are factors that hampers efficient working. We have also experienced sheer inefficiency and lack of timely response that has worked against us in many occasions. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Serviceaide ChangeGear addresses the problem of change identification and change management in our IT infrastructure. This has greatly benefited us as it has given a clear and structured approach to managing change requests, approvals and implementation. It has enhanced our work flow, whereby all changes made including errors are recorded then reviewed appropriately. Our team is more assured when it comes to dealing with changes, thereby increasing the performance in the maintenance of our systems. **Official Response from Nancy Bhagat:** > Henry, thank you for taking the time to submit a review of your experience using ChangeGear and how it has increased efficiency across your change management process. Re your comment on customer support, it is difficult to tell which area you had issues with. We want our customers to get the most value out of their purchase. Our Support Team receives 97% plus positive support reviews. If you are not getting the answers you need, please feel free to reach out to me directly. I would also value any input you would like to share with me. You can also contact our head of customer success, jacob.oneal@serviceaide.com ### 10. We optimized our change management operations with this flexible software! **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriela L. | Change Implementation Specialist, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Serviceaide ChangeGear?** The usability of Serviceaide ChangeGear is probably my favorite feature in this software. The home screen is so intuitive that even the newbies start easily navigating its menu quite soon. The software is operating well and it integrates seamlessly with our current project management tool, which in adition eliminates our workflow issues. Our average time spent with this software is high as it has been assumed the main instrument for change management. Like that, not only its powerful functions, but also its advanced features makes it very quick to handle the complex change requests. **What do you dislike about Serviceaide ChangeGear?** Although Serviceaide ChangeGears is strong in many other respects, its customer support is inferior. We experienced difficult technical issues that led to serious delays especially when it comes to fixing those problems and subsequent disturbance to our project time plans. Moreover, while the software comes with a number of features, they give the impression that some of them are unnecessary and unrelated to the primary function of the product consequently, the interface becomes cluttered and, therefore, less flexible. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Serviceaide ChangeGear will always provide us with solutions to the change management problems we encounter. It speeds up the whole change request process and removes both human errors and assures good compliance. This is not only a virtue that makes us so but it also averts the resources that are lost due to lack of effective change management thereby leaving nothing to chance. To sum it up, it became the engine of our team’s adaptation and the positive effects that it brought on our productivity should not be underestimated. **Official Response from Nancy Bhagat:** > Gabriela, thank you for your review of ChangeGear. I'm glad to see you find it intuitive and easy to navigate and the value it brings to your change management process. Re customer support, we take this very seriously. Our customer's satisfaction is job 1. I tried to identify your company on the back end but was not able. If you encounter any problems, please feel free to reach out to me directly or our head of customer success who is Jacob.oneal@serviceaide.com ### 11. Excellent so far **Rating:** 4.0/5.0 stars **Reviewed by:** Josh P. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Serviceaide ChangeGear?** So far, the best thing about ChangeGear has been its ease of use in administration. The workflows are relatively easy to configure, and the layout in each module is uniform, so there is minimal hunting around while you are trying to build out the system. **What do you dislike about Serviceaide ChangeGear?** The patching time slots are not ideal unless you are in EST. Creating some of the automations, especially stuff needing variables, could be easier to do out of the box but still not as much of an issue compared to something like SCSM. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Streamlining the user experience when it comes to implementing a more ITIL focused ITSM solution. ### 12. Solid software solution for your needs **Rating:** 4.5/5.0 stars **Reviewed by:** Eric H. | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2024 **What do you like best about Serviceaide ChangeGear?** Highly customizable to fit any needs that you might have. **What do you dislike about Serviceaide ChangeGear?** Can be somewhat complex at times when you need to make changes or setup new features. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** This software allowed us to digitize our change management and service request system. Streamlining approvals allows for tickets and service requests to be worked on much faster. **Official Response from Nancy Bhagat:** > Eric, thank you for taking the time to post a review of ChangeGear. Many customers choose our solution for our strong change and service management capabilities. It's great to hear how you have been able to digitize and streamline your approval process. ### 13. Easy to use and customize. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2024 **What do you like best about Serviceaide ChangeGear?** CG is easy to use and admin. Offers customization. Modules have templates and workflows. Views provide good reporting exports. Email connectors provide updates directly to the tickets. **What do you dislike about Serviceaide ChangeGear?** Task modules have been difficult to customize. I would like to have links to the tickets available in exported views. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We use for Servce Mgmt for tracking and trending, and security audits. Additionally, the product is very customizable which allows for us to tailor forms and templates for ease of use. For reporting and tracing of our clients and issues reported and changes made to production. **Official Response from Nancy Bhagat:** > Thank you for your review of ChangeGear. Ease of use and low overhead and administrative costs are one of our strengths. I will share your feedback on the task modules with the product team. ### 14. This ticketing system is completely customizable for a great end-user experience. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Serviceaide ChangeGear?** The interface used to create custom forms and administrate users and security is easy to use and learn. The technical support always has the right answer when they are needed.. **What do you dislike about Serviceaide ChangeGear?** My only complaint is that the support staff is not manned 24 x 7, however, when I need help and communicate in advance, I've been able to get it. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We didn't have a good way to track things like access request approvals and change approvals, but ChangeGear solved that problem for us. We can easily show who approved an item and when. **Official Response from Nancy Bhagat:** > Thank you for your review. I'm glad to hear that ChangeGear is providing a great end-user experience. Re after hours support, we offer different options to address this it is an ongoing issue. Feel free to reach out to me or our account manager so we can help work out the best solution. ### 15. ChangeGear works well for tracking our NERC CIP compliance tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Chuck A. | Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2024 **What do you like best about Serviceaide ChangeGear?** We found the initial setup straight forward and support from ChangeGear staff was execellent. It provides the audit records needed to support our CIP audit tracking & documentation requirements **What do you dislike about Serviceaide ChangeGear?** I would say the documentation could be more user friendly but not overly burdensome. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Tracking asset patching, break/fix, etc. and the associated requirement for documentation records for NERC CIP audit requirements. ### 16. ChangeGear Performs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Serviceaide ChangeGear?** Ability to add customizable form and approval workflow. User friendly design. No need for a lot of training to use the tool. **What do you dislike about Serviceaide ChangeGear?** Cost. When moved to the new subscription based model in during the last renewal we were shocked to see a 35% increase. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Auditing ability and resolution efficiency **Official Response from Nancy Bhagat:** > Thank you for your ChangeGear review. The user-friendly design and ease of customization is a common benefit we hear. I understand the price increase is frustrating but looked into your account and see you moved from a very different pricing structure. While the % was large, I believe the absolute dollar increase was not that significant. If there is anything we can do to help you continue to drive value from your purchase, please reach out to me or your account manager. ### 17. Good Customer Service **Rating:** 3.0/5.0 stars **Reviewed by:** Nick S. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about Serviceaide ChangeGear?** The support is good, they are helpful, and usually a quick turnaround to getting things resolved. **What do you dislike about Serviceaide ChangeGear?** Licensing was unclear when we purchased. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** It is our primary application for help desk tickets. **Official Response from Nancy Bhagat:** > Nick, thank you for your ChangeGear review. I'm glad you are pleased with the level and responsiveness of our support team. If you require any additional information on how the licensing works, please let me know. We are introducing some new packaging options to provide more value and better visibility into how you can purchase ChangeGear solutions. ### 18. Using ChangeGear for our help desk ticketing system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Serviceaide ChangeGear?** Easy to track and keep up with requests or problems submitted for assistance for our IT Dept. **What do you dislike about Serviceaide ChangeGear?** Nothing at this time. We are new to this version of the product. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Trends in problems that maybe we need to look at and detemine if the problem is configuration related, training needed for end users, or something else. **Official Response from Nancy Bhagat:** > Thank you for your ChangeGear review. I'm glad to hear you are finding it easy to use and intuitive. If you would like to explore training, please feel free to reach out to me directly or to your account manager. We're focused on helping you maximize the value of your investment. ### 19. Experience has been very positive **Rating:** 5.0/5.0 stars **Reviewed by:** Shannon S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Serviceaide ChangeGear?** The flexibility of the product. The business can have a request and we can have it designed and in production in less than 24 hours with no coding and no special training. **What do you dislike about Serviceaide ChangeGear?** Depending on how the product is set up and used it can become expensive as more and more users use it. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We use it to track many critical deployment processes in our business. **Official Response from Nancy Bhagat:** > Shannon, thank you for your review of ChangeGear. I know you've seen measurable results and it's great to hear that the Serviceaide/Sunview team is responsive to your team's requests. We value your business. ### 20. Serviceaide - ChangeGear **Rating:** 5.0/5.0 stars **Reviewed by:** Mike P. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Serviceaide ChangeGear?** Changegear is a full-feature service desk. I like the ability to make customizations and the flexibility to make the product work for our environment. The Support services are excellent and swift to respond. Changegear made it easy for us to migrate from Zendesk to Changegear. Thanks Mike **What do you dislike about Serviceaide ChangeGear?** The only downside is administering the hosted solution via a desktop client. I know this is on a roadmap to migrate all of the admin functions to the web, but this can be tedious to move back and forth when making admin edits. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Changegear allows us to consolidate our Incident tickets to a Problem and then to a Change Management if required. We like the ability to have these functions linked in one location so its all in one location. **Official Response from Nancy Bhagat:** > Mike, thank you for taking the time to write a review. We appreciate your feedback. Regarding the web migration for admin functions, this is definitely in progress. ### 21. Light weight super flexible and capable. **Rating:** 5.0/5.0 stars **Reviewed by:** Jordan O. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Serviceaide ChangeGear?** The flexibility of ticket ingress into the system. We can run multiple mail connectors to monitor a help desk, phishing reports, and info security mailboxes and dynamically assign them to the correct team. We also have a self service portal for end users to report issues and check status of their incidents. **What do you dislike about Serviceaide ChangeGear?** Some customization have to go the the development team. However, these are few and far between. The help desk staff is incredibly knowledgeable on the product and can assist with all sorts of workflow and BPA issues. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChanelgeGear is a massive improvement in our environment. Ticketing and asset management were previously handle through SharePoint which was slow and clunky. Help desk staff would have to watch a shared mailbox to see tickets. Our ticket creation process is now fully automated increasing the numbers of tickets we catch. **Official Response from Nancy Bhagat:** > Jordon, thank you for your feedback and taking the time to write a review. ChangeGear has extensive out of the box capabilities. As we receive input from customers with unique requests, we consider adding these features. Keep your input coming! ### 22. Adequate, but tough to make changes that I would think would be simple **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Serviceaide ChangeGear?** The ticket flows are pretty good as well as how customizable the forms are. **What do you dislike about Serviceaide ChangeGear?** How you have to setup notifcations could be better. We use tasks for some types of tickets that have things multiple teams work on, and we have not been able to figure out how to have it automate each team when the previous task has been completed. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** It has helped identify repeat issues and potential weaknesses in the networks. It has also allowed us to roll out a pretty robust change management process. We have also become a more ticket centric company. **Official Response from Nancy Bhagat:** > Thank you for your review. I spoke to our Support team and they feel that the setup notifications can be addressed easily. Feel free to reach out to me directly, or your account manager, so we can put you in touch with someone to help you. I'm glad to see the positive impact ChangeGear is having on your processes. ### 23. Great product for audit workflow/approvals **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Serviceaide ChangeGear?** Change Gear has a very complete workflow/approvals functionality that makes it easy to track everything we need for our SOX 404 audits. **What do you dislike about Serviceaide ChangeGear?** For our organization, Change Gear is the right fit. Larger organizations might need more capabilities to manage resources or have integration for automating changes upon approval. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Change gear is our primary tool to track audit related changes to systems and personnel. **Official Response from Nancy Bhagat:** > Thank you for your review. It's good to hear how ChangeGear is enabling a smooth audit trail and process. You may be interested in a new tool (added to the ChangeGear portfolio) that has the ability to automate complex IT and business processes involving multiple tasks and any number of applications and infrastructure changes and updates. It has a modern visual process design studio and open architecture with connectors to hundreds of applications and IT infrastructure. I'll ask your account manager to reach out. ### 24. Using ChangeGear for managing more than change. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** June 29, 2023 **What do you like best about Serviceaide ChangeGear?** ChangeGear Serviceaide gives us the flexibility to develop and maintain our own forms and workflows. **What do you dislike about Serviceaide ChangeGear?** While there are a number of canned reports within Serviceaide, we find it necessary to develop customized reports for compliance audits. This requires professional services engagements. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We use Serviceaide to address change management and service request workflows. This allowes us to provide these services to our users on a single, familiar platform instead of using multiple products. **Official Response from Nancy Bhagat:** > Thank you for your input. Great to hear that you're seeing broad value. As you note, we have a large number of out of the box reports. We have a number of customers using ChangeGear specifically for change and risk management in heavy compliance industries. It would be great to understand your reporting needs better to see if we can incorporate into the next release. Please feel free to reach out to me directly. ### 25. ChangeGear Use Growing In Our Organization **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Serviceaide ChangeGear?** ChangeGear has allowed the various business areas within our organization to communicate more effectively than before. **What do you dislike about Serviceaide ChangeGear?** I cannot think of any major dislikes about ChangeGear. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChangeGear is solving the problem of incident management between various business departments. **Official Response from Nancy Bhagat:** > Thank you for your review of ChangeGear. We're glad to see the business value and how incident management is meeting your needs. ### 26. ChangeGear has fruitful self-help features while complies with ITIL best practices **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2022 **What do you like best about Serviceaide ChangeGear?** It is easy to use. The features in Incident, Problem and Change Management are instrumental. There are fruitful features like flexible reporting and the most attractive one to me is the chat-bot capability where users can do "self-help" easily. **What do you dislike about Serviceaide ChangeGear?** Occasionally response times of some web pages are not meeting my expectation - looks like that is not guaranteed. Worse case we have to rebounce the server to regain the performance. **Recommendations to others considering Serviceaide ChangeGear:** Spend more project time on schema design and data massage before migrating to ChangeGear platform. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Couple things that work well for me - accurately tracked user incidents from differen angles real time using the pre-built reports, the software is fully ITIL ready which just fit to meet my audit needs. ### 27. Best IT service management for end user experience **Rating:** 5.0/5.0 stars **Reviewed by:** amarnath p. | Software Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2021 **What do you like best about Serviceaide ChangeGear?** The best feature about changeGear is that it is an AI-driven platform that helps make decisions quickly and reduce human dependencies. It helps our business to go faster through intelligent automation. I like managing service requests, which are also very fast and nicely designed to better user experience. I like the ChangeGear support that was better for me to guide the workflow creation without any coding. Overall it is perfect for any size organization. **What do you dislike about Serviceaide ChangeGear?** I don't have any bad experience with the Sunview ChanGear ITSM platform. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** It is the best IT service management software for the end-user experience. Easy to use AI automation platform that helps to make decisions quickly and reduce human dependencies. It is easy to use and customize with drag and drop features that maintain an end-to-end process. It helps our business to go faster through intelligent automation. Managing request service is also speedy and nicely designed for a better user experience. Its dashboard helps to track KPIs and metrics. ### 28. If you build it.. All the components for ITSM but requires significant setup and configuration. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2021 **What do you like best about Serviceaide ChangeGear?** The system is modular, which can help in rolling out ITIL functionality piecemeal. EVERYTHING is configurable and that lends well for organizations that have broad requirements. The system works well for something as simple as a helpdesk ticketing system, to full change management or service catelogs and beyond. ChangeGear was able to accomodate complicated workflows for service and change requests with approvals and different email templates. While Sunview, does offer a hosted solution, ChangeGear appears to be mostly deployed as an on premise solution. This is helpful for organizations that have regulatory requirements. The on premise solution is highly scalable using COTS solutions IIS and SQL Server. The solution can be deployed as an all-in-one server or in a multi-tier configuration with a backend, web and database server and all of the scalability solutions that can be configured in SQL server and IIS. The security options are much more granular than the SaaS solutions we considered. The role-based ACLs are very detailed and configurable. Custom ACLs can also be used to restrict or allowed those inevitable custom employee roles that always seem to pop up. SAML auth was easily configured. Support has been helpful and are able to resolve or at least direct to available solutions. The knowledge base is invaluable, most answers can be found with a little research. **What do you dislike about Serviceaide ChangeGear?** The system is somewhat clunky on the backend. There is a thick client interface that is used to manage most administrative settings, a seperate thick client used for asset inventory management, and a front end web interface. Sunview seems to be moving in a direction to eleminate the thick client administration tool but is no where close to replicating the same functionality in the web portal. The biggest dislike with the system comes down to configuration. First, not all settings can be configured in the admin portal. Many settings are contained within XML files. These settings are often undocumented in the administration guide. Second, it takes an exorbinate amount of time to configure the system. For instance, setting up a form with 5 fields may take several hours because the database needs to be refreshed and IIS needs to be reset several times while configuring the form. Plus, if you run into an undocumented setting, a call to support would be required. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We use ChangeGear for complete ITSM and currently use the Incident, Service, Change and Asset management modules to fulfill ITIL alignment. Having all data located in the same place is the most significant benefit. Reporting on incidents or changes and the associated assets is invaluable. We have transitioned employee onboarding and offboarding processes to the service management module with great sucess. These processes have multiple tasks that must be documented for auditing purposes. We have also implamented change control using the Change Management module. ### 29. Nice program for tracking work within our company following the ITIL process **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2021 **What do you like best about Serviceaide ChangeGear?** I very much appreciate being able to go back and track old tickets, and also associate or link them to other tickets. It makes it very easy to do research and figure out issues by looking quickly into the past work we've done. **What do you dislike about Serviceaide ChangeGear?** Management of the program doesnt seem real intuitive. It's harder to find where settings are than I would expect. Definitely not impossible, but the layout of the management portion of the application just doesnt quite flow for me. However, the web based usual access 99% of us do is intuitive. **Recommendations to others considering Serviceaide ChangeGear:** Keep as many people out of the administration portion as possible. Administrators should be few, users should be many. Definite standards should be set for workflows and then be followed, deviation just causes problems. Standardizing the way each description is written allows for easy searching in the future. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We incorporate our timecards into ChangeGear so it really simplified the process of tracking how much time I.S. spends on issues. We are able to sort by type and severity and clients and see where our time is going. Time tracking is a big portion of what we appreciate in CG. Also as I mentioned earlier, being able to easily search IR and RFC history is very useful. ### 30. Great Support Staff - SunView **Rating:** 4.5/5.0 stars **Reviewed by:** Mark D. | Helpdesk Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2018 **What do you like best about Serviceaide ChangeGear?** Every time that I've needed to reach out for support for out ChangeGear installtion, their support staff has been able to resolve my issue in a very timely manner. The information they provide for my issue is always relevant, and when needed they will connect in and dig deeper until the problem is solved. **What do you dislike about Serviceaide ChangeGear?** In the past, we had some brief issue with an upgrade process. But it was more due to our customization of the product, than a problem of the application itself. **Recommendations to others considering Serviceaide ChangeGear:** Support staff is great. Product can be used in many different methods to meet your needs. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We use the product for Incident response management as well as Change management. the tool allows the entire support staff to be on the same page and give us the opportunity to maximize how effectively we provide support to our end users. ### 31. Powerful and effective tool to manage IT tickets & configure modules **Rating:** 5.0/5.0 stars **Reviewed by:** himanshu g. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2021 **What do you like best about Serviceaide ChangeGear?** It is a powerful and effective tool that helps us to manage IT tickets, configure modules with great reporting. It is easy to deploy and easy to configure with providing great customer service and support. SunView ChangeGear is an intuitive & robust ITSM application system that perfectly meets the needs of our company. **What do you dislike about Serviceaide ChangeGear?** There is nothing I have found which forces me to dislike it. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** SunView tool helps us to quickly customize the process or manage tickets. It also provides great customer support which is very responsive to assist with any issues and resolves them very quickly. ### 32. A comprehensive ITSM tool **Rating:** 3.5/5.0 stars **Reviewed by:** Muhammad A. | Sr. Systems Analyst - CRM, Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2016 **What do you like best about Serviceaide ChangeGear?** Ease of configuration and flexibility of the product. New features that are added recently such as Task Spawning, Multiple Workflows, Intelli Search, New Service Portal etc. **What do you dislike about Serviceaide ChangeGear?** IIS needs resetting after changes made to forms and fields. May be they can do something that it would not require user to reset it. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool. ### 33. Excited for a nice change of pace **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2021 **What do you like best about Serviceaide ChangeGear?** So far, I like the dashboards and overall UI presentation of information the best. The search functionality seems to be much improved over our previous solution and the configurability should prove to be very valuable. We are just getting started with Change Gear, and I'm excited based on what I have seen so far. **What do you dislike about Serviceaide ChangeGear?** At this point, I can't say that I dislike anything as of yet. It's still new for us. **Recommendations to others considering Serviceaide ChangeGear:** At this point, I would recommend when you search for a change tool such as this, always look for how configurable the system is, how easy is it to search or report from, and how much effort is it to keep the CMDB updated? Those are impactful, and though they seem intuitive, not all tools can easily accomplish these tasks. So far, based on the demoes I saw of various tools, Change Gear seems to be able to handle each of those areas fairly well. And the dashboard appears it will provide a great overview of tickets in play, which is very nice compared to my last tool. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We had a difficult time with our previous solution with regards to providing appropriate access due to license limitations, the search functionality was terrible, and it was difficult to see a comprehensive view of what all changes impacted my area, much less a bigger view of all changes in play at any given time. ### 34. Great software with great customization to manage daily reports **Rating:** 4.0/5.0 stars **Reviewed by:** purnendra s. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2021 **What do you like best about Serviceaide ChangeGear?** Sunview ChangeGear is a great software for our organization that is being used by the IT department. It is a cost-effective and better than other ITSM software in the market. It is easy to use and easy to customize as per our business requirements. Sunview helps to manage daily reports and providing an intuitive dashboard. **What do you dislike about Serviceaide ChangeGear?** There is nothing I have found to dislike it. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** It helps to manage SLA's and providing great customer support. It is easy to use and a cost-effective software. ### 35. ChangeGear review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2021 **What do you like best about Serviceaide ChangeGear?** Easy of use for the analyst in inputting data when configured, it does what it needs to do for a basic ITMS tool set. **What do you dislike about Serviceaide ChangeGear?** Complexity of configuration and require professional services for majority of configuration Reporting is still not great, we are using tableau to plugin to SQL to pull out information o I use Excel to manipulate date. Also as a basic should have an analyst view dashboard out of the box for how many each analyst is creating, working on and resolving, with SLA information. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Incident management and problem management mainly. **Official Response from Paul Higdon:** > We appreciate your feedback. I would like to discuss the challenges you face regarding your configuration comment. We do have a Professional Service team to assist customers, but we also provide unlimited access to our Support Team that is free of charge. We can discuss your specific needs and perhaps I can help get you in touch with someone to help. With regards to the dashboard request, I would like to get more details. Please contact me at phigdon@sunviewsoftware.com. We are constantly taking customer feedback and integrating that with our product releases and updates. ### 36. Really good for the most part. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2021 **What do you like best about Serviceaide ChangeGear?** The technical support after setup and the ease of use of the software. **What do you dislike about Serviceaide ChangeGear?** Initial setup of importing users was a pain but once we got passed that it was fine. **Recommendations to others considering Serviceaide ChangeGear:** Initial setup with importing users was a pain as we were very familiar with the process but once we got passed that everything was/is good. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Recording tickets that come in and being able to sort out what is priority. ### 37. Although we're still in the beginning stages of implementing ChangeGear I see a great potential **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 01, 2021 **What do you like best about Serviceaide ChangeGear?** Better reporting tools and being able to manage SLA's **What do you dislike about Serviceaide ChangeGear?** On-prem implementation is a pretty long process. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Most definitely will be the reporting tools and the SLA ### 38. Meh **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2021 **What do you like best about Serviceaide ChangeGear?** Simple to set up and run. Can use right out of the box. **What do you dislike about Serviceaide ChangeGear?** Not very customizable. Too difficult to set work flow. Reporting is TERRIBLE. wry difficult to track the flow of a ticket. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We use as a simple call center ticketing system. Allows basic functionality for end users and tracking within our IT team. ### 39. Control over the service counter. **Rating:** 4.5/5.0 stars **Reviewed by:** Javier O. | Senior Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 15, 2020 **What do you like best about Serviceaide ChangeGear?** ChangeGear contains all the modules to support an ITIL-based service management implementation. The application is really stable and mature with numerous ways to customize the user experience, as well as the way your team processes requests and incidents. Users can submit requests through an Internet portal, mobile devices, and email. Sunview support engineers respond quickly to questions when help is needed. A graphical interface greatly facilitates the configuration of custom workflows with notifications to both users and the internal team. **What do you dislike about Serviceaide ChangeGear?** The documentation is not as complete as the various customization methods. The software interface actually has some limitations regarding the speed at which some customizations can be implemented. Fortunately, most customizations are built-in. **Recommendations to others considering Serviceaide ChangeGear:** In case you are trying to find an outstanding solution for customer service that improves the efficiency of yours, choose ChangeGear. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Our company implemented ChangeGear to gain control of the customer service center and the change management process. We have been able to quantify our workload. We have been able to document our change process for auditors. We have been able to show clients the work we have done on their behalf. ### 40. Experience improved with Changegear 7 **Rating:** 4.0/5.0 stars **Reviewed by:** Tylene C. | Supervisor of Technical Support, Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** I like that the support team seems to be really trying to help instead of only response being to purchase more hours even if I have hours already... I know I will like the app once I figure out how to configure to work with our setup. ;-) **What do you dislike about Serviceaide ChangeGear?** I like and dislike the complexity. I wish there were actual training courses on how to handle the back end instead of needing a system administrator degree of some sort to edit simple things...but I do like that it is so "changeable", flexible to any situation. **Recommendations to others considering Serviceaide ChangeGear:** Have someone knowledgeable with database and html be the one that his in charge of it... until they get better training options... Otherwise, it does so much more than you can imagine. ;-) **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Biggest benefit is ease of use on the user end side and we have seen an increase in tickets compared to phone calls due to the ease and availability at any time. ### 41. NOT for MSP's **Rating:** 1.0/5.0 stars **Reviewed by:** Mark W. | Sr Solutions Architect , Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Serviceaide ChangeGear?** It is very good at being an ITIL ticketing system. The functions are there for a fully featured system. Incident, Change, Problem, REquest, etc. What it does it does well. It has a nice UI and it good for NEW companies, coming from another ticketing system you will find it a pain for the app team to move. **What do you dislike about Serviceaide ChangeGear?** Authentication is awful. If you have customers with 365 Azure AD's you CANNOT use more than 1 SAML provider. So long story short is you cannot have more than ONE saml instance and you need to use their "AD Sync tool" to sync AD accounts to the change gear website. It does not seem like they are very MSP focused and we have had nothing but trouble with their PS department. Not only does the contract state "MSP" their techs don't seem to know much about it and just say the same thing over and over with no real solutions. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We used to use the service desk from Manage Engine, specifically the MSP version. It was very limited and the MSP version was last to be updated. Not only that they ran the entire thing on java and there were multiple vulnerabilities with it. We solved our messy ticketing and change process with ChangeGear and it's much more robust feature set. ### 42. Full Featured Product **Rating:** 4.0/5.0 stars **Reviewed by:** Robert C. | Vice President - Service Desk, Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2019 **What do you like best about Serviceaide ChangeGear?** ChangeGear contains every module to support an ITIL-based service management implementation. The software is mature and stable with many ways to customize the user experience and the way your team processes requestd and incidents. Users can submit requests through an online portal, email and mobile devices. The Sunview support engineers answer questions quickly when you need help. A graphical interface makes it very easy to setup customized workflows with notifications to users and the internal team. Sunview provides access to the database for additional reporting, which is especially helpful for trend reporting or if you're moving from another system and already have a reporting engine. The software integrates with Active Directory, making user setup easy and reliable. **What do you dislike about Serviceaide ChangeGear?** Documentation is not as complete as the varied methods for customization. The software interface is has some limitation in terms of how quickly some customizations can be implemented. Luckily the majority of customizations are built-in. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Our company implemented ChangeGear to get control over the service desk and change management process. We have been able to quantify our workload, We have been able to document our change process for the auditors. We have been able to show customers what work we've undertaken on their behalf. Using surveys we have been able to give our customers a voice in the support process. ### 43. Mitel Networks ChangeGear Deployment (Change Module and CMDB only) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2019 **What do you like best about Serviceaide ChangeGear?** ExcellentUser Interface, Flexibility, and Cost **What do you dislike about Serviceaide ChangeGear?** Documentation - Admin Guide does not provide sufficiently clear examples (ie. Establishing Lookup Lists for the addition of drop-down menus to a form) **Recommendations to others considering Serviceaide ChangeGear:** Ensure that SLA's are clearly defined and understood. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** - RFC Process Workflow much improved as compared to it predecessor. - General User Community Satisfaction - Asset Management (CMDB) ### 44. Customizable-Competitive-Customer Friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Teresa B. | IT Business Analyst, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about Serviceaide ChangeGear?** The customization and flexibility of options available at a competitive price point. The ability for user to enter tickets, monitor and interact with techs. Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve or guide you to a resolution. The ability to launch modules independently of one another so that you can bring up different parts of the software as you need them. **What do you dislike about Serviceaide ChangeGear?** User and Admin manuals can lack information but since the system is so configurable I'm not sure how they would possibly include instruction for every possibility. More than 1 technician can be working on a ticket at the same time which causes concerns. Modules do not always contain the same basic field options. Specific module fields in each but a standard set across all modules would be beneficial. Module processes/programming that exist in multiple modules does not always use the same names or functions which can cause confusion. **Recommendations to others considering Serviceaide ChangeGear:** Before implementing invest time in documenting your current processes and outlining your wants and needs required of a new system. . If possible spend time in a ChangeGear Sandbox before implementing your system and be sure to outline as a company your expectations for the administration of the system. We are just starting Phase 1 of our implementation. We determine launching the product modules in phases would be the most beneficial to our needs. During our Phase 2 of implementing the Project Module we learned that its a good idea to have the DEV and PROD environments in sync and to try to restore the DEV from the backups. This would have been helpful to us when we ran into an issue with a release in production and had an issue restoring from the backups. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Improved communication with our customers. Developing the Change Module is assisting us in tracking, monitoring and creating an internal structure for requests. In 2018 began using the Project Module to track projects that will run through IT. Inside the Project Module you can create and link Incident and Change Tickets to the project to keep track of activity. ### 45. Very thorough and configurable **Rating:** 5.0/5.0 stars **Reviewed by:** Mike Z. | Systems Administrator, Mining & Metals, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2019 **What do you like best about Serviceaide ChangeGear?** The software has extreme flexibility to meet the needs of most businesses. In addition to "best practices from ITIL" out of the box, you can customize almost the entire process to meet your needs. **What do you dislike about Serviceaide ChangeGear?** Since the software has gone through several upgrades over the years, some of the backend configurations do not match (e.g. different variables). This makes customizing a little more tricky. That said...not much of a complaint and the next major version is supposed to address this. **Recommendations to others considering Serviceaide ChangeGear:** I highly recommend this product. After implementing and utilizing several other products over the years, this one has some of the best customer support and options. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We have streamlined our Helpdesk using the various modules. The greatest benefit so far has been with our DevOps team. They now have a set of workflows that they can coincide with incidents and requests to meet my end users needs. ### 46. Great Pricing for ITIL ITSM product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** March 29, 2019 **What do you like best about Serviceaide ChangeGear?** Out of the box prepackaged ITL workflow. **What do you dislike about Serviceaide ChangeGear?** The forms are dated in appearance for each Module. This is the one improvement I would recommend to SunView. **Recommendations to others considering Serviceaide ChangeGear:** The product is reasonalby priced and is highly competitive with what is offered at a fraction of the cost for ServiceNow. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Change Management has improved our overall communication and review of upcoming and past Change. Our customer can now view the progress of their IT request and scheduled downtime.via Self Service Portal. ### 47. Wonderful ITIL product **Rating:** 5.0/5.0 stars **Reviewed by:** Dan D. | Director Of Information Systems, Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2017 **What do you like best about Serviceaide ChangeGear?** we can now be standardized on policies and procedures. When we make a change, it needs approval and we can go back and look at the change. The cmdb feature allows us to keep track of our assets which was something we never did very well prior to Changegear. The piece we like is that we integrated our voice mail by sending the message to an email which opens a ticket. **What do you dislike about Serviceaide ChangeGear?** Wish it had some type of password service. That is a large bulk of our tickets. We've also had some issues with seeing tickets on smart devices. Wish it had the ability to tie into Active Directory and allow a user to fix their password issues which is our biggest issue. **Recommendations to others considering Serviceaide ChangeGear:** highly recommend this product and always do. We have been customers for a number of years. We are also on a gold client board which meets to offer suggestions. We have had changegear in our office at times to discuss and I believe they take all of our recommendations to heart. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We have a better handle on inventory. We have a better handle on Change Management. We also have a better handle on notifications. Whenever there is a problem ticket created, we have it sent to the IS team. Communication has been greatly improved. When we escalate, we can send out notifications to the whole company or certain departments. We have been early adopters. ### 48. Great product if you have the resource to dedicate to it **Rating:** 4.5/5.0 stars **Reviewed by:** Matthew M. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** I like how flexible ChangeGear is when it comes to customizing it for your own organization's workflows and processes. Granted, it's ITL-compliant out of the box, so it has shed some light on failures of our own processes, but I see that as a good thing. **What do you dislike about Serviceaide ChangeGear?** The program can, at times, be too customization-dependent and will always request a dedicated resource to make changes to the system from time to time. It's not like any of our previous systems where you stand it up and go. Not every organization would view this as a dislike, but it can be too time-consuming for a smaller organization to make it work the way you want it to. There's a lot of fixes, tweaks, etc. that you can find out how to implement on their Support Knowledge Base that I wish were easier to implement than going through 15 step xml/js editing. **Recommendations to others considering Serviceaide ChangeGear:** Be sure to dedicate a resource to managing and maintaining the software. With our previous ticketing systems, we were able to get away with everyone playing a little bit and everyone knowing certain bits and pieces, but you absolutely need a dedicated SME with this. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChangeGear has made our standard processes, such as Change Management and Service Request, a lot smoother than ever before. Our old ticketing system didn't have separate modules for these, so while we have processes to differentiate these as different "requests", our help desk software didn't so we had to do weird workaround such as prefixes in the ticket title, yucky templates, etc. I believe that after this program has matured in our environment for a few more months that it will be a great asset to our organization. ### 49. Solid tool set for ticketing and project management **Rating:** 3.5/5.0 stars **Reviewed by:** Jason W. | IT Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2018 **What do you like best about Serviceaide ChangeGear?** Ease of use for our end users from a UI and workflow notifications. **What do you dislike about Serviceaide ChangeGear?** Not easy to administer the system, especially around updates and upgrades. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We are using CG to run our IT Help Desk tickets as well as the Project Management module for our Business Analyst group. This is allowing us to better track issues and projects in one location. ### 50. Mixed bag **Rating:** 3.5/5.0 stars **Reviewed by:** Patrick K. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2018 **What do you like best about Serviceaide ChangeGear?** It is very customizable and flexible in defining how your process works. **What do you dislike about Serviceaide ChangeGear?** Not very much user group/peer forums. Since this is so customizable it can be frustrating trying to figure out things. it is almost too complicated due to that flexibility. **Recommendations to others considering Serviceaide ChangeGear:** Dedicate resources to defining needs/processes and implementing and maintaining this product. It's not really something successfully done doing it in between other things. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** replaces really old ticketing system and allows us to implement standardized change management process. ## Serviceaide ChangeGear Discussions - [What encryption algorithms are used by ChangeGear?](https://www.g2.com/discussions/security-ec0d6972-807b-4d2d-8a51-df8a05c7491a) - 1 upvote - [Which protocols are utilized for domain-based discovery?](https://www.g2.com/discussions/resource-discovery-expert-rde-7a4f6587-1c41-4b48-86ef-03bd914d291a) - 1 upvote - [What information is being gathered?](https://www.g2.com/discussions/resource-discovery-expert-rde) - 1 upvote - [What are some of the security features that can be leveraged in ChangeGear to create a secure environment?](https://www.g2.com/discussions/changegear-9b48bc58-8816-4473-8bbe-4e5cf038b5ac) - 1 upvote - [How are discovery/scan credentials accessed and verified?](https://www.g2.com/discussions/changegear) - 1 upvote - [View Serviceaide ChangeGear pricing details and edition comparison](https://www.g2.com/products/serviceaide-changegear/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-15+12%3A58%3A04+-0500&secure%5Bsession_id%5D=299346a7-4d45-4ac5-a5fe-85c69f0ca6c8&secure%5Btoken%5D=d7b7b8303ae282af0eee8b219045054d93409430f237e7d1b1f33c8709f4ec08&format=llm_user) ## Serviceaide ChangeGear Features **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Serviceaide ChangeGear Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,291 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (776 reviews)