--- 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- Team Collaboration (3 reviews) - Automation Efficiency (2 reviews) **What users dislike:** - Users find the **outdated interface** of ChangeGear cumbersome, hindering efficiency and navigation with large datasets.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. Customizable **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2019 **What do you like best about Serviceaide ChangeGear?** The many modules they support and their service. **What do you dislike about Serviceaide ChangeGear?** The additional workflows needed for the modules **Recommendations to others considering Serviceaide ChangeGear:** Implement the full Life Cycle **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Risk Assessment with our Change Management processes. ### 2. Change Management Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Chris E. | Security and Compliance Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** The software is extremely customizable and has a workflow that makes this solution hands-off and self-sufficient. **What do you dislike about Serviceaide ChangeGear?** There have been some areas that can be a bit more 'secured' from changes. One particular situation allows for an RFC to be changed even after approved. This type of change should not be allowed **Recommendations to others considering Serviceaide ChangeGear:** This product hits all of the marks when considering a Change Management solution. It is very easy for end users to use this product as well. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Change Management within out IT and Web presence. ### 3. ChangeGear is a great ITIL solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** The dashboard is relatively easy to manage for new and existing changes. There are multiple ways to create changes and track those changes. **What do you dislike about Serviceaide ChangeGear?** There's a 100MB limit on attachments! I also wish the implementation tab was easier to use. The less windows that open to add a statement or step, the better! There was an issue during renewal that required us to import the license again. The only other issue is chrome support seems to be low as IE seems to work the best between the two (I have not tried FireFox yet) **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We're solving our change management tracking objectives with ChangeGear. It's helping us track changes or potential issues as related to changes in time. ### 4. An acquired taste **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2018 **What do you like best about Serviceaide ChangeGear?** Many pieces of ChangeGear are customizable which is great **What do you dislike about Serviceaide ChangeGear?** The backend is too complicated. For me to learn this I literally have to treat it like a course. If I don't know how to do it and its not entirely clear in the documentation then I have to contact support. On top of that support likes to help you with telling you how to do certain things but don't expect them to get on a call with you to help you right away. A call with support has to be scheduled which can be a HUGE inconvenience. **Recommendations to others considering Serviceaide ChangeGear:** I would recommend to them that if they are going to be an admin to prepare for this as if they are learning a new important piece of software. They are going to have to read practice, contact support and attend training to fully understand and handle the product on their own. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We have the ability to customize forms and workflows which is critical for our incoming new ticketing system implementation. ### 5. Simple and effective **Rating:** 3.5/5.0 stars **Reviewed by:** Jacob L. | Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** Easy to integrate into a helpdesk email to ease user experience and have users start creating tickets without them even knowing. **What do you dislike about Serviceaide ChangeGear?** haven't figured out a way to hold tickets temporarily **Recommendations to others considering Serviceaide ChangeGear:** Make sure you build out all of your internal classifications / incident types in the initial build out phase, it will get overlooked once implementation and rollout is completely done. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Preventing techs from butting heads working on the same issue with no way of tracking resolution ### 6. Great strategy, so-so execution **Rating:** 4.0/5.0 stars **Reviewed by:** Scott L. | Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** The account management has evolved and improves greatly in the past year. The product is very customizable, largely without coding. Accessible product development team to established customers. **What do you dislike about Serviceaide ChangeGear?** Services are hit or miss, largely based on the assigned engineer. Marketing has historically over promised on features functionality and release dates and under delivered. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Very strong service management stack. We are also using to support functional business process areas like HR, payroll, and marketing. ### 7. 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 ### 8. If you want success in your Service Desk, you want ChangeGear **Rating:** 5.0/5.0 stars **Reviewed by:** David G. | Help Desk Supervisor, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** January 15, 2018 **What do you like best about Serviceaide ChangeGear?** Customization and ease of use. I was able to use the customization tools within ChangeGear to create my own workflow for each level of incidents. The Dashboard provides an easy and quick view of everything that is going on in our environment. **What do you dislike about Serviceaide ChangeGear?** No option for Widget customization. I use the Activity widget more than anything and find myself having to reset everything if I leave the page. I have entered an enhancement request so hopefully this will be resolved soon. It is not a deal breaker by any means and a simple work-around is opening a new tab with the other modules listed. **Recommendations to others considering Serviceaide ChangeGear:** I would recommend making sure all your license needs are met. When discussing licensing make sure you discuss in detail exactly what you are paying for. I would also recommend attempting to get a hands on type access to the admin console because you cannot do this with the demos and videos. Be open with your need because their sales team are exceptional in finding what ChangeGear can do for you. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChangeGear has allowed us to implement a solid change management process along with solid reporting for service requests, incident management and problem management. The Project Module allows to track internal projects and keep all incidents/changes/issues tied together in a single application. ### 9. Change Gear **Rating:** 3.5/5.0 stars **Reviewed by:** Michele S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** The ability to close multiple tickets at the same time. **What do you dislike about Serviceaide ChangeGear?** I wish I could combine service requests, incidents, and tasks in a view that is easier to work with. I don't like the modules on the dashboard because I can't perform searches as well. There is also a delay when typing that is annoying sometimes and when I save a ticket, sometimes everything I typed disappears. Another thing I don't like is when ChangeGear is updated, many of ticket type have to be modified every time. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We are using ChangeGear for service and incident tickets, change requests, inventory management, etc. ### 10. A superb helpdesk ticketing program **Rating:** 4.5/5.0 stars **Reviewed by:** Juan R. | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** ChangeGear is easy to navigate and the views can be customizable very easily. I would recommend this to everyone - or at least try it before making your decision. **What do you dislike about Serviceaide ChangeGear?** i would like to see the user portal be more customizable, like add blinking notices and/or make the notices stand out. **Recommendations to others considering Serviceaide ChangeGear:** Try it! you'll see the difference **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Engineering firm ### 11. Easy enough to use, but often times slow responsiveness. **Rating:** 3.5/5.0 stars **Reviewed by:** Corey C. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2018 **What do you like best about Serviceaide ChangeGear?** How easy it is to use and get used to. You can navigate through ChangeGear easily, and the integration of my workplaces directory of employees saves a lot of time. **What do you dislike about Serviceaide ChangeGear?** Often times doing anything in ChangeGear is not quick, there's a lot of lag. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Computer/Technology problems within a HealthCare facility ### 12. Flexible Product for a demanding business. **Rating:** 4.5/5.0 stars **Reviewed by:** Aaron D. | ServiceNow Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2017 **What do you like best about Serviceaide ChangeGear?** The flexibility that ChangeGear offers allows us to quickly adapt to any demands that our business requires. We're able to increase efficiency of our current processes with each release. In each of their releases, we're seeing additional features being added. Those features are often utilized in our environment quickly, as we're seeing immediate improvement in our processes. The support really is the best, as they will go the extra mile to help you troubleshoot and resolve any issue in your environment. They are resourceful and knowledgeable enough about the product to quickly determine the root cause of an issue, and guide you on correcting it. **What do you dislike about Serviceaide ChangeGear?** There are items that are difficult to customize or require professional services for something that should be simple, but this is changing as the product matures. The forms are often clunky and require a lot of work to streamline to make the end user experience better. You can streamline the forms, but it takes a lot of effort to do so. **Recommendations to others considering Serviceaide ChangeGear:** The product has the potential to serve a number of vertical markets well with its flexible workflows and forms. There is nothing that I've seen that ChangeGear isn't able to do. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We're able to give customers more detailed information about the status of their issue, as well as identifying possible widespread issues in a timely manner. With ChangeGear we are able to keep track of Major Incidents, Change Requests that allow us better transparency as to what is going into our production environment. ### 13. Excellent product at a reasonable price. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** ChangeGear provides a package of services that completely cover our ITSM needs and is fully compliant with the ITIL framework. The product is also very flexible and can be adapted to the client's needs easily. Usually by the client with included tools. **What do you dislike about Serviceaide ChangeGear?** The user interface on the backend configuration is not quite as user-friendly as the front-facing interface. **Recommendations to others considering Serviceaide ChangeGear:** This is an excellent choice for a one-stop solution for Service Management. They have a lot of additional add-ons and features so it is helpful to know what you want before the start of the purchasing process. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChangeGear has streamlined our workflows and allowed us to add documented approvals to our workflow. It also provides us with excellent search capabilities and reporting. ### 14. SunView is a very innovative and responsive ITIL company **Rating:** 4.5/5.0 stars **Reviewed by:** Pam T. | IT Systems Support Professional, Higher Education, Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2018 **What do you like best about Serviceaide ChangeGear?** Our experience with SunView started out slowly and with a few bumps that always come with a new system, but quickly escalated into a great partnership. SunView takes the time to listen to our problems and help us through issues that we encounter. They also take time for one-on-one sessions when requested and technical support is very response. **What do you dislike about Serviceaide ChangeGear?** We would have insisted on initial vendor set-up, with one-on-one training for application management post implementation. **Recommendations to others considering Serviceaide ChangeGear:** Allow vendor implementation and at least 3-5 days of training session for Administrators or Admin users. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** IT Section accountability and customer service monitoring/trending. ChangeGear has allowed us to track and monitor situations or problems to change or help improvement business processes. ### 15. Have been using ChangeGear since 2013 **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** Helps the organization have a global view of all requests coming in to support areas. **What do you dislike about Serviceaide ChangeGear?** The way dynamic fields on a form have to run through all the fields which causes some to load and unload on the page. When a topic is chosen, none of the fields should be loaded until the choice is made. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We use ChangeGear to initiate all requests to our support areas instead of phone/email/chat. This allows prioritization for support areas where a customer is involved and waiting. We have been able to identify areas where processes are broken or empowerment of staff needed to occur. ### 16. 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. ### 17. Workable, but not elegant **Rating:** 2.0/5.0 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?** Most common functionality is included. It is easy to see what is active and in which groups. **What do you dislike about Serviceaide ChangeGear?** Interface is clunky. If the system runs slow, you end up with blank screens. Not visually appealing. Support is hard to obtain. Modifications are pricey. **Recommendations to others considering Serviceaide ChangeGear:** Look around and examine all other options first. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Good tracking of Incident Requests and Service Requests. ### 18. I Supervise and assist the team of 3 that answers tickets all day for everyone in the Credit Union. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** The system is user friendly and allows you to personalize your dashboard. **What do you dislike about Serviceaide ChangeGear?** It would be beneficial for my team if there was a pop up notification when a ticket was submitted that allows them to accept it without needing to refresh in ChangeGear. Changegear should give the seconds in addition to the hour and minutes. **Recommendations to others considering Serviceaide ChangeGear:** Make sure your internet browser and server systems are compatible with ChangeGear Version 7 to prevent delays in using the system. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Tickets range from booking assistance to dealer and member requests. Research and technical issues. ### 19. We have been using this tools more than 7 years and we are very happy wth this products. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2017 **What do you like best about Serviceaide ChangeGear?** I like the search option, it search from the body of the tickets. **What do you dislike about Serviceaide ChangeGear?** I don't think so I found anything which I dislike for this product. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We have call center in our office, so we track all calls and all email through this system. And log all the incidents **Official Response from Jenny Griesdorn:** > Hello! The company is happy to hear that you've had a good experience with ChangeGear in the last 6 years! ChangeGear's search option is very helpful to utilize from the constant influx of tickets that are coming in. We hope you continue to have a positive experience for more years to come. ### 20. ChangeGear meets our Change Management needs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** Lots of features in addition to Change Management (incident, problem, etc.). Workflow allows for the automation of our processes. **What do you dislike about Serviceaide ChangeGear?** Doesn't have all of the features out of the box that we'd like and have been told some could be added as customizations but at a cost. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Handles our Change Management process. ### 21. 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 ### 22. Change gear review **Rating:** 3.5/5.0 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?** One spot to document all work. Ability to see other tickets and progress being made. **What do you dislike about Serviceaide ChangeGear?** Not enough categories to choose from when picking a request. Many times what I do does not fall into any category and I just choose one. **Recommendations to others considering Serviceaide ChangeGear:** More categories when choosing ticket type. Ability to use Template on KB from the incident so I do not have to close incident then go to KB to write templated KB **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** One place for all staff to enter tickets, limiting phone calls and email requests ### 23. Powerful helpdesk and inventory tool **Rating:** 4.0/5.0 stars **Reviewed by:** Chris E. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** customization options for all modules are very powerful and can be tailored to any need **What do you dislike about Serviceaide ChangeGear?** customization options can be difficult to get displayed right and likely will require working with the vendor's pro services team as opposed to just in house **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** IT ticketing system, Change management, inventory management ### 24. Changegear in the hospital setting **Rating:** 1.5/5.0 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?** I like the variety of views you are provided to view tickets **What do you dislike about Serviceaide ChangeGear?** I think the reports are horrible, they are mostly useless. There is not guide to creating custom reports **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We are able to manage all the service and incient requests ### 25. Easy and Intuitive - Yet robust **Rating:** 5.0/5.0 stars **Reviewed by:** Terese K. | Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about Serviceaide ChangeGear?** The user interface is simple to navigate. This tool is used for incident management, knowledge management, inventory, change management and even project management. We really like the fact that we can work with Sunview to customize to meet our needs or use straight out of the box. **What do you dislike about Serviceaide ChangeGear?** I'd like to be able to import MS Word or PDF documents to the knowledge base. **Recommendations to others considering Serviceaide ChangeGear:** Don't hesitate to purchase this product. It covers all aspects of ITSM based service and provides in a very easy-to-use product that will be positively accepted. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Incident Management, Change Management, Project Management, Inventory Management, Knowledge Management ### 26. Change gear ticketing **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel K. | Senior IT Analyst, Civil Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** Ability to quickly customize and edit how things work easily **What do you dislike about Serviceaide ChangeGear?** Sometimes closing tickets can have redundant menus **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Much easier to assign tasks and keep track of what was done throughout the day. Easy to send to other departments ### 27. Simple if simplified is what you looking for **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** simple to use, easy, if that is what your looking for then this is your product to use. **What do you dislike about Serviceaide ChangeGear?** to much to customize if your needing more complex **Recommendations to others considering Serviceaide ChangeGear:** maybe, if then so not need much customization **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Incident issue ### 28. Easy to use and gives you a detailed analysis. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** I use it for mostly change management. And it gives very detailed perspective of the required change. **What do you dislike about Serviceaide ChangeGear?** I had some concerns initially with reporting part but after working with change gear team we were able to streamline it. **Recommendations to others considering Serviceaide ChangeGear:** Its simple and easy for your difficult needs. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Change Gear has really allowed us to streamline our change management and the overview of the changes by required personnel has also become better. ### 29. 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 ### 30. Feature-rich, Flexible, Complete ITSM Solution for a Very Competitive Price **Rating:** 5.0/5.0 stars **Reviewed by:** Howie S. | Director of IT, Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2017 **What do you like best about Serviceaide ChangeGear?** The flexibility to configure the system, the price for what you get, how well it is based on ITIL, user interface is easy to use and very consistent between modules, integration of Crystal reports, they continue to enhance the system. **What do you dislike about Serviceaide ChangeGear?** Built-in report writer is limited. The self-service portal is not very configurable (yet - they're changing this soon). There are some configurations which are not possible without their assistance for our hosted system (on-premise does not have this issue). **Recommendations to others considering Serviceaide ChangeGear:** We implemented it while they were rolling out a significant upgrade and that caused some delays from their support. They are a rapidly growing company and recently I've seen some effort on their part to increase their support resources to keep up with their customer base. They continue to add features to the system and they listen to our requests for future enhacnements. 1st tier support is okay; 2nd+ is excellent. I have not found a system with this number of features for this low price. It is excellent for small to mid-size companies. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Incident management, asset inventory, project management, users portal, change management. It has tremendously improved our communication internally and with other departments. It's helping us launch a project management methodology from our newly developed PMO. We have a better handle on our fleet of PC's (it pulls from SCCM and makes it easier to manage). ### 31. 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 ### 32. Works Great **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2018 **What do you like best about Serviceaide ChangeGear?** Knowledge Base and Ticketing. We user the Change control also **What do you dislike about Serviceaide ChangeGear?** Sometimes software is slow, but could be network **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** KBs, ticketing, etc ### 33. 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 ### 34. It's a little slow **Rating:** 3.5/5.0 stars **Reviewed by:** Floyd N. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Serviceaide ChangeGear?** SImplicity of interface and intuitive. **What do you dislike about Serviceaide ChangeGear?** Slow and not great workflow processing. Forms are difficult to set up. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Incident tracking. Workflow automation. ### 35. Overall, one of the best ticketing systems I have used **Rating:** 3.5/5.0 stars **Reviewed by:** Mike Z. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about Serviceaide ChangeGear?** I like the ability to customize setups, drop downs, etc. where it makes sense for the end user. The Service catalog is a very nice feature. Some end users want simple form entry, but the overall opinion has been positive. **What do you dislike about Serviceaide ChangeGear?** We have had some troubles implementing new technology (VMWare SAML); however, their support/dev are working diligently to resolve the problem. **Recommendations to others considering Serviceaide ChangeGear:** Yes, overall, I would recommend using this product compared to several other systems I have used. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** We are using the Service Desk module and Change Mgmt module. This integration bridges the gap between production changes and how they are related to the tickets/requests that enter the system. ### 36. Great Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Paper & Forest Products | Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2018 **What do you like best about Serviceaide ChangeGear?** Sunview Software customer support is knowledgeable and provide quick responses to all my questions. They are continually updating their product based on user requests to make it even better. **What do you dislike about Serviceaide ChangeGear?** There isn't really anything that I dislike about the product. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChangeGear allows us to manage our Incidents, Service requests and Changes easily and have been able to customize the product with little effort to better suit our needs. ### 37. 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 ### 38. Robust solutions for every occasion **Rating:** 4.0/5.0 stars **Reviewed by:** Corey S. | Infrastructure Support Analyst, Restaurants, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2017 **What do you like best about Serviceaide ChangeGear?** ChangeGear offers an extreme level of customization. Solutions are more limited by imagination than the platform itself. Truly a complete package. **What do you dislike about Serviceaide ChangeGear?** If you choose to use the hosted solution you are locked out of some features that are hosted server side. This is offset somewhat by a support team that is quick to respond, and knowledgeable consultants that are always willing to help find the best solution for you. **Recommendations to others considering Serviceaide ChangeGear:** It's a robust platform that will do everything you need and more. There is a lot to it, but it follows ITIL practices, so knowledge from other systems will be somewhat applicable. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** One of the big uses for us is driving solid internal procedures. The platform helps automate day to day policy in a way that keeps people on task and in compliance. ### 39. ChangeGear - Solid, implementation a little tough **Rating:** 4.0/5.0 stars **Reviewed by:** Sean T. | IT Senior Infrastructure Architect, Restaurants, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2017 **What do you like best about Serviceaide ChangeGear?** The web interface is solid and easy to use - consistent throughout all of the modules. **What do you dislike about Serviceaide ChangeGear?** While customization is readily available, required a dedicated resource to make it happen and there was a steep learning curve. For an organization that is new to ITIL it can be challenging to navigate. **Recommendations to others considering Serviceaide ChangeGear:** Have a good understanding of ITIL/ITSM terminology and methodology before beginning. As a beginner to the ITIL way of doing things, the organization struggled with the mindset and how things were going to be done going forward. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Service Desk incident & problem tracking and resolution, change management, CMDB. First steps into the world of ITIL were realized which added structure and process to the Service Desk. ### 40. Excellent Product requires Even better Support/Implementation to be On Top **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** The workflows and details on processes lacked on old application. **What do you dislike about Serviceaide ChangeGear?** The help on implementation and optimization is not very keenly followed up. Support SLA violations are also a big problem. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Change Management and working on migrating rest of the modules on CG as well. ### 41. Highly Satisfied ChangeGear Customer **Rating:** 5.0/5.0 stars **Reviewed by:** Ben W. | IT Infrastructure Manager, Restaurants, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2017 **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. **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. **Recommendations to others considering Serviceaide ChangeGear:** Consider the on-premise version vs Cloud **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. **Official Response from Jenny Griesdorn:** > 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! ### 42. Extremely positive **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **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. **What do you dislike about Serviceaide ChangeGear?** I can't entirely filter out certain tickets based on criteria I select **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Much easier to manage my time and tickets ### 43. Mostly Positive, lacks integration **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Packaging and Containers | Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2018 **What do you like best about Serviceaide ChangeGear?** Strict adherence to ITIL framework, stable platform. **What do you dislike about Serviceaide ChangeGear?** Lack of integration with other mainstream systems. **Recommendations to others considering Serviceaide ChangeGear:** Consider options for integrating with other products. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** tracking open issues, problems, and changes fairly easily and using standards. ### 44. Excellent product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Printing | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** Dashboard highlights of key areas of monitoring **What do you dislike about Serviceaide ChangeGear?** Previous versions had some support issues... more recent versions have been better... **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... ### 45. Change Gear is a great ticketing tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Serviceaide ChangeGear?** easy administration and prompt support from SunView **What do you dislike about Serviceaide ChangeGear?** upgrades can be difficult and require thorough testing **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 ### 46. 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 ### 47. ChangeGear **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2018 **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. **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. **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 ### 48. 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. ### 49. 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 ### 50. IT Director **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2018 **What do you like best about Serviceaide ChangeGear?** ChangeGear is easy to customize and use in our environment. **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. **Recommendations to others considering Serviceaide ChangeGear:** Ease of use, easy to manage, nice features, price point. **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. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-08+15%3A12%3A19+-0500&secure%5Bsession_id%5D=f12dc095-c0fc-455f-85f9-6c9f587e3157&secure%5Btoken%5D=49ef1de2b9c3be4b3f4e583c66db7d378196252b657fc8b011cf62c9fb24149c&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 (1,299 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)