--- 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: '2026-08-07' 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 value the **effective management of incidents** in Serviceaide ChangeGear, enhancing team coordination and accountability. (5 reviews) - Users value the **well-organized documentation and seamless integration** of ChangeGear, enhancing efficiency in change management processes. (4 reviews) - Users value the **collaboration features** of Serviceaide ChangeGear, enhancing teamwork and reducing miscommunication during projects. (4 reviews) - Users value the **seamless integration** of Serviceaide ChangeGear, enhancing efficiency and streamlining processes within their workflows. (4 reviews) - Users value the **robust task management** features of Serviceaide ChangeGear, enhancing accountability and streamlining change processes effectively. (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- Team Collaboration (3 reviews) - Automation Efficiency (2 reviews) **What users dislike:** - Users find the **outdated interface** of ChangeGear cumbersome, hindering efficiency and navigation with large datasets. (4 reviews) - Users experience **slow performance** with Serviceaide ChangeGear, causing frustrations during urgent tasks and hindering efficiency. (4 reviews) - Users often face **missing features** in ChangeGear, particularly with reporting tools and inflexible approval processes. (3 reviews) - Users experience **slow loading** issues that hinder productivity, especially during urgent tasks and audits, causing frustration. (3 reviews) - Users face challenges with **outdated interfaces and rigidity** in ChangeGear, hindering flexibility and efficiency during use. (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. 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. ### 2. 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. ### 3. 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. ### 4. 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. ### 5. 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 ### 6. ChangeGear Review **Rating:** 3.0/5.0 stars **Reviewed by:** Warren S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** I like that the change control system allows us to keep track of changes to our environment. **What do you dislike about Serviceaide ChangeGear?** I'm not sure I like the on-prem build of ChangeGear. I would be interested in a SaaS based solution. Direct integration to Salesforce would be nice as well. **Recommendations to others considering Serviceaide ChangeGear:** Dedicate someone to "own" the implementation and management of the system, instead of trying to add it on as an extra project for someone. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Change Control Management ### 7. Support Experience **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** The employees are very friendly. The ticket system is easy to use but needs some improvements. **What do you dislike about Serviceaide ChangeGear?** I dislike it when employees provide incorrect advice and changes are made and no one knows who did it. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** SunView provides a ticketing system that allows our employees to open tickets for issues they are experiencing and a tool to communicate back and forth about issues. ### 8. Solid but Quirky Solution **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Environmental Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** Clean interface and like the internal notes and knowledgebase sections **What do you dislike about Serviceaide ChangeGear?** struggling with error messages and not knowing if my notes are reaching the case owner **Recommendations to others considering Serviceaide ChangeGear:** Have a thorough understanding of the features and use cases for the platform. The interface is well laid out. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** IT Help Desk, Networking Development issues ### 9. User **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** System is web base so can access easily. **What do you dislike about Serviceaide ChangeGear?** The system can be slow at times. Closes out of tasks once you accept them having to go back into them. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Our ticketing system ### 10. Ticketing interface **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** User interface for end users in Incidents and Service Requests **What do you dislike about Serviceaide ChangeGear?** Tasks should automatically send notices to assignee **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Healthcare technology, good for auditing requests ### 11. Pleasant **Rating:** 2.5/5.0 stars **Reviewed by:** Kevin E. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** The site doesn't break down. It is constantly up. **What do you dislike about Serviceaide ChangeGear?** The site doesn't refresh realtime. It's a hastle hitting F5 **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** tech issues ### 12. Customized tool but limited for Cloud Customer **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** The ability to customize every little area and part of the tool to align your processes to the tool as opposed to aligning your processes to the tool, **What do you dislike about Serviceaide ChangeGear?** The ability to customize is there but is greatly limited and hard to use for cloud customers. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Incident management, service requests, change management ### 13. ChangeGear Info **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** Ease of use and ability for recording each step and who has approved. **What do you dislike about Serviceaide ChangeGear?** Search strings do not allow youbto get too granular **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Ability for multiple approval steps ### 14. Works fine, not great. Not designed for something as large as my organization. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2017 **What do you like best about Serviceaide ChangeGear?** Form creation is fairly straight forward with visual editor. Template capacity allows for reusability of generic items for more specific situations. **What do you dislike about Serviceaide ChangeGear?** Support is slow and frequently willing to close your tickets to them without a resolution if they "cannot contact you." This is to say they make a note in a ticket and if it is buried in your email or you are swamped, you're out of luck. Anything they consider customization will not be supported unless you buy additional (and expensive) support hours. The system is not well optimized and can run very slow if you have a sizable enterprise. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Responding to incidents and enterprise needs via tickets helps our communication and allows our organization to pass necessary tasks around quickly. The built-in ITIL functionality makes I very easy to adhere to the ITIL system. ### 15. Changegear review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** Knowledgebase, friendly user interface. **What do you dislike about Serviceaide ChangeGear?** Configuration, too complicated. The workflows are not too intuitive **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** One source of hd environment ## 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?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+02%3A21%3A27+-0500&secure%5Bsession_id%5D=d33191d9-738c-4dbc-b498-ada794010fab&secure%5Btoken%5D=2d80506205c3cfdc1f6e3c3fba21b71422342db151608162bf2e1062556f2ae3&format=llm_user) ## Serviceaide ChangeGear Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile 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 - Third-Party Integrations **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top Serviceaide ChangeGear Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,304 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)