--- 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 & Product Details Visit Website 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. * * * Product Website Serviceaide ChangeGear Seller [Serviceaide](https://www.g2.com/sellers/serviceaide) Discussions [Serviceaide ChangeGear Community](https://www.g2.com/products/serviceaide-changegear/discuss) Languages Supported English, French, Spanish Solution Type All-in-One Overview by Nancy Bhagat Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 4 months ### Return on Investment 21 months [ View More Pricing Information ](https://www.g2.com/products/serviceaide-changegear/pricing) ## Top-Rated Alternatives [ ![Jira Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jira Service Management") Jira Service Management 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews) [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,347) ](https://www.g2.com/products/freshservice/reviews) [ ![SolarWinds Service Desk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SolarWinds Service Desk") SolarWinds Service Desk 4.3/5(786) ](https://www.g2.com/products/solarwinds-service-desk/reviews) [ View All Alternatives ](https://www.g2.com/products/serviceaide-changegear/competitors/alternatives) ## User Insights Average based on 105 real user reviews. Implementation Time 4 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) ![Ben W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ben W.") BW Ben W. IT Infrastructure Manager Restaurants Mid-Market (51-1000 emp.) 8/24/2017 "Highly Satisfied ChangeGear Customer" 5/5 What do you like best about Serviceaide ChangeGear? We like the ease of use along with the powerful features. Well designed and easily customizable by customers without consulting help. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Not too much. The Cloud platform version does not have the full access and manageability that the on-premise version has. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Consider the on-premise version vs Cloud Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Full ITSM lifecycle. Capturing all work including incident, service request, KB, change management, portal and project management. Review collected by and hosted on G2.com. Show More Response from Jenny Griesdorn of Serviceaide ChangeGear [Editedit](https://www.g2.com/survey_responses/serviceaide-changegear-review-376441/official_response/edit) Hello! SunView is happy to hear that you are very satisfied with ChangeGear and it's powerful features! The company is working to improve the cloud platform to have full access in the near future. We hope you and your staff continue to enjoy using ChangeGear for more years to come! 12/21/2017 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Enterprise (\> 1000 emp.) 7/11/2018 "Extremely positive" 5/5 What do you like best about Serviceaide ChangeGear? The ability to manage my views and see who the last to respond to a ticket was. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? I can't entirely filter out certain tickets based on criteria I select Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Much easier to manage my time and tickets Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Packaging and Containers](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Packaging and Containers") UP Verified User in Packaging and Containers Enterprise (\> 1000 emp.) 7/12/2018 "Mostly Positive, lacks integration" 2/5 What do you like best about Serviceaide ChangeGear? Strict adherence to ITIL framework, stable platform. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Lack of integration with other mainstream systems. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Consider options for integrating with other products. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? tracking open issues, problems, and changes fairly easily and using standards. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Printing](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Printing") IP Verified User in Printing Enterprise (\> 1000 emp.) 7/11/2018 Business partner of the seller or seller's competitor, not included in G2 scores. "Excellent product" 4.5/5 What do you like best about Serviceaide ChangeGear? Dashboard highlights of key areas of monitoring Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Previous versions had some support issues... more recent versions have been better... Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Overall focus on incident tracking across global contacts... with in depth monitoring, etc... Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Enterprise (\> 1000 emp.) 7/11/2018 "Change Gear is a great ticketing tool" 4/5 What do you like best about Serviceaide ChangeGear? easy administration and prompt support from SunView Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? upgrades can be difficult and require thorough testing Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? IOTIL aligned ticketing system which has a GUI interface for administration and customization Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Small-Business (50 or fewer emp.) 7/10/2018 "ChangeGear Info" 2.5/5 What do you like best about Serviceaide ChangeGear? Ease of use and ability for recording each step and who has approved. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Search strings do not allow youbto get too granular Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Ability for multiple approval steps Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Utilities](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Utilities") AU Verified User in Utilities Mid-Market (51-1000 emp.) 1/10/2018 "ChangeGear" 4.5/5 What do you like best about Serviceaide ChangeGear? The Customer Self Service Portal is the feature I like the best. It is easier for our customers to navigate. Also the ability to send an email and have a ticket created is wonderful. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Since we are still new to using the project and using it in production, we have issues keeping track of both Incidents and Service Requests. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? It allows us to have all aspects of the IT Department in one system Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") AH Verified User in Hospital & Health Care Enterprise (\> 1000 emp.) 8/30/2017 "Works fine, not great. Not designed for something as large as my organization." 2.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Civil Engineering](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Civil Engineering") AC Verified User in Civil Engineering Enterprise (\> 1000 emp.) 7/11/2018 "Changegear review" 2.5/5 What do you like best about Serviceaide ChangeGear? Knowledgebase, friendly user interface. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Configuration, too complicated. The workflows are not too intuitive Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? One source of hd environment Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Banking](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Banking") EB Verified User in Banking Mid-Market (51-1000 emp.) 4/13/2018 "IT Director" 4.5/5 What do you like best about Serviceaide ChangeGear? ChangeGear is easy to customize and use in our environment. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? It is so easy to use, other departments outside of I.T. have taken hold of it for their purposes. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Ease of use, easy to manage, nice features, price point. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We are heavy users of the Change module. It solves our issues of validation for high risk processes. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ## Questions about Serviceaide ChangeGear? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Serviceaide ChangeGear ](https://www.g2.com/products/serviceaide-changegear/discussions/new) GU Guest User What are the benefits and challenges of using Serviceaide ChangeGear for change management? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-are-the-benefits-and-challenges-of-using-serviceaide-changegear-for-change-management) GU Guest User What is Serviceaide ChangeGear used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-serviceaide-changegear-used-for) [ View all Discussions ](https://www.g2.com/products/serviceaide-changegear/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 4 months ### Return on Investment 21 months ### Average Discount 17% [ View More Pricing Information ](https://www.g2.com/products/serviceaide-changegear/pricing) Serviceaide ChangeGear Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5(991) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-serviceaide-changegear) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,347) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-serviceaide-changegear) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_016f9502a5c1407463f90a3d5b7704ac/solarwinds-service-desk.png "Product Avatar Image") SolarWinds Service Desk 4.3/5(786) [ Compare Now ](https://www.g2.com/compare/serviceaide-changegear-vs-solarwinds-service-desk) ##### ##### Serviceaide ChangeGear Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Time Tracking Surveys Access & Usability Self Service Active Directory Multi-Channel Access Administration Change Management Asset Management Reports & Analytics [ View More Features ](https://www.g2.com/products/serviceaide-changegear/features) ##### Categories on G2 [IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[Service Desk](https://www.g2.com/categories/service-desk) ##### Explore More [data observability software](https://www.g2.com/discussions/looking-for-the-best-data-observability-software-in-2025)[What HR service delivery platforms meet SOC 2 and GDPR requirements for a company that handles sensitive employee data and operates across multiple countries?](https://www.g2.com/discussions/what-hr-service-delivery-platforms-meet-soc-2-and-gdpr-requirements-for-a-company-that-handles-sensitive-employee-data-and-operates-across-multiple-countries)[Which identity resolution platforms integrate with legacy EHR systems like Epic and Cerner without requiring a full data migration project to get started?](https://www.g2.com/discussions/which-identity-resolution-platforms-integrate-with-legacy-ehr-systems-like-epic-and-cerner-without-requiring-a-full-data-migration-project-to-get-started) [Top tools for analyzing customer and employee feedback data](https://www.g2.com/discussions/what-are-the-top-tools-for-analyzing-customer-and-employee-feedback-data)[What is the best solution for remote hiring interviews?](https://www.g2.com/discussions/what-is-the-best-solution-for-remote-hiring-interviews)[Pros and Cons Details](https://www.g2.com/products/serviceaide-changegear/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)