--- 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(1,348) ](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) JO Jordan O. Mid-Market (51-1000 emp.) 5/18/2023 "Light weight super flexible and capable." 5/5 What do you like best about Serviceaide ChangeGear? The flexibility of ticket ingress into the system. We can run multiple mail connectors to monitor a help desk, phishing reports, and info security mailboxes and dynamically assign them to the correct team. We also have a self service portal for end users to report issues and check status of their incidents. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Some customization have to go the the development team. However, these are few and far between. The help desk staff is incredibly knowledgeable on the product and can assist with all sorts of workflow and BPA issues. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? ChanelgeGear is a massive improvement in our environment. Ticketing and asset management were previously handle through SharePoint which was slow and clunky. Help desk staff would have to watch a shared mailbox to see tickets. Our ticket creation process is now fully automated increasing the numbers of tickets we catch. Review collected by and hosted on G2.com. Show More Response from Nancy Bhagat of Serviceaide ChangeGear [Editedit](https://www.g2.com/survey_responses/serviceaide-changegear-review-8109177/official_response/edit) Jordon, thank you for your feedback and taking the time to write a review. ChangeGear has extensive out of the box capabilities. As we receive input from customers with unique requests, we consider adding these features. Keep your input coming! Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") UT Verified User in Telecommunications Mid-Market (51-1000 emp.) 5/31/2023 "Adequate, but tough to make changes that I would think would be simple" 3/5 What do you like best about Serviceaide ChangeGear? The ticket flows are pretty good as well as how customizable the forms are. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Nancy Bhagat of Serviceaide ChangeGear [Editedit](https://www.g2.com/survey_responses/serviceaide-changegear-review-8165465/official_response/edit) 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. Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Commercial Real Estate](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Commercial Real Estate") EC Verified User in Commercial Real Estate Mid-Market (51-1000 emp.) 10/19/2023 "Great product for audit workflow/approvals" 5/5 What do you like best about Serviceaide ChangeGear? Change Gear has a very complete workflow/approvals functionality that makes it easy to track everything we need for our SOX 404 audits. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? For our organization, Change Gear is the right fit. Larger organizations might need more capabilities to manage resources or have integration for automating changes upon approval. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Change gear is our primary tool to track audit related changes to systems and personnel. Review collected by and hosted on G2.com. Show More Response from Nancy Bhagat of Serviceaide ChangeGear [Editedit](https://www.g2.com/survey_responses/serviceaide-changegear-review-8746363/official_response/edit) Thank you for your review. It's good to hear how ChangeGear is enabling a smooth audit trail and process. You may be interested in a new tool (added to the ChangeGear portfolio) that has the ability to automate complex IT and business processes involving multiple tasks and any number of applications and infrastructure changes and updates. It has a modern visual process design studio and open architecture with connectors to hundreds of applications and IT infrastructure. I'll ask your account manager to reach out. Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Enterprise (\> 1000 emp.) 6/29/2023 "Using ChangeGear for managing more than change." 5/5 What do you like best about Serviceaide ChangeGear? ChangeGear Serviceaide gives us the flexibility to develop and maintain our own forms and workflows. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? While there are a number of canned reports within Serviceaide, we find it necessary to develop customized reports for compliance audits. This requires professional services engagements. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We use Serviceaide to address change management and service request workflows. This allowes us to provide these services to our users on a single, familiar platform instead of using multiple products. Review collected by and hosted on G2.com. Show More Response from Nancy Bhagat of Serviceaide ChangeGear [Editedit](https://www.g2.com/survey_responses/serviceaide-changegear-review-8270927/official_response/edit) Thank you for your input. Great to hear that you're seeing broad value. As you note, we have a large number of out of the box reports. We have a number of customers using ChangeGear specifically for change and risk management in heavy compliance industries. It would be great to understand your reporting needs better to see if we can incorporate into the next release. Please feel free to reach out to me directly. Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Health, Wellness and Fitness](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Health, Wellness and Fitness") EH Verified User in Health, Wellness and Fitness Enterprise (\> 1000 emp.) 9/13/2023 "ChangeGear Use Growing In Our Organization" 5/5 What do you like best about Serviceaide ChangeGear? ChangeGear has allowed the various business areas within our organization to communicate more effectively than before. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? I cannot think of any major dislikes about ChangeGear. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? ChangeGear is solving the problem of incident management between various business departments. Review collected by and hosted on G2.com. Show More Response from Nancy Bhagat of Serviceaide ChangeGear [Editedit](https://www.g2.com/survey_responses/serviceaide-changegear-review-8610327/official_response/edit) Thank you for your review of ChangeGear. We're glad to see the business value and how incident management is meeting your needs. Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Electrical/Electronic Manufacturing](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Electrical/Electronic Manufacturing") AE Verified User in Electrical/Electronic Manufacturing Enterprise (\> 1000 emp.) 1/5/2022 "ChangeGear has fruitful self-help features while complies with ITIL best practices" 4/5 What do you like best about Serviceaide ChangeGear? It is easy to use. The features in Incident, Problem and Change Management are instrumental. There are fruitful features like flexible reporting and the most attractive one to me is the chat-bot capability where users can do "self-help" easily. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Occasionally response times of some web pages are not meeting my expectation - looks like that is not guaranteed. Worse case we have to rebounce the server to regain the performance. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Spend more project time on schema design and data massage before migrating to ChangeGear platform. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Couple things that work well for me - accurately tracked user incidents from differen angles real time using the pre-built reports, the software is fully ITIL ready which just fit to meet my audit needs. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![amarnath p.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "amarnath p.") AP amarnath p. Software Analyst Mid-Market (51-1000 emp.) 7/25/2021 "Best IT service management for end user experience" 5/5 What do you like best about Serviceaide ChangeGear? The best feature about changeGear is that it is an AI-driven platform that helps make decisions quickly and reduce human dependencies. It helps our business to go faster through intelligent automation. I like managing service requests, which are also very fast and nicely designed to better user experience. I like the ChangeGear support that was better for me to guide the workflow creation without any coding. Overall it is perfect for any size organization. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? I don't have any bad experience with the Sunview ChanGear ITSM platform. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? It is the best IT service management software for the end-user experience. Easy to use AI automation platform that helps to make decisions quickly and reduce human dependencies. It is easy to use and customize with drag and drop features that maintain an end-to-end process. It helps our business to go faster through intelligent automation. Managing request service is also speedy and nicely designed for a better user experience. Its dashboard helps to track KPIs and metrics. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") EF Verified User in Financial Services Mid-Market (51-1000 emp.) 6/1/2021 "If you build it.. All the components for ITSM but requires significant setup and configuration." 3/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Utilities](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Utilities") UU Verified User in Utilities Mid-Market (51-1000 emp.) 5/20/2021 "Nice program for tracking work within our company following the ITIL process" 4/5 What do you like best about Serviceaide ChangeGear? I very much appreciate being able to go back and track old tickets, and also associate or link them to other tickets. It makes it very easy to do research and figure out issues by looking quickly into the past work we've done. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Management of the program doesnt seem real intuitive. It's harder to find where settings are than I would expect. Definitely not impossible, but the layout of the management portion of the application just doesnt quite flow for me. However, the web based usual access 99% of us do is intuitive. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Keep as many people out of the administration portion as possible. Administrators should be few, users should be many. Definite standards should be set for workflows and then be followed, deviation just causes problems. Standardizing the way each description is written allows for easy searching in the future. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We incorporate our timecards into ChangeGear so it really simplified the process of tracking how much time I.S. spends on issues. We are able to sort by type and severity and clients and see where our time is going. Time tracking is a big portion of what we appreciate in CG. Also as I mentioned earlier, being able to easily search IR and RFC history is very useful. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller MD Mark D. Helpdesk Manager Mid-Market (51-1000 emp.) 4/11/2018 "Great Support Staff - SunView" 4.5/5 What do you like best about Serviceaide ChangeGear? Every time that I've needed to reach out for support for out ChangeGear installtion, their support staff has been able to resolve my issue in a very timely manner. The information they provide for my issue is always relevant, and when needed they will connect in and dig deeper until the problem is solved. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? In the past, we had some brief issue with an upgrade process. But it was more due to our customization of the product, than a problem of the application itself. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Support staff is great. Product can be used in many different methods to meet your needs. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We use the product for Incident response management as well as Change management. the tool allows the entire support staff to be on the same page and give us the opportunity to maximize how effectively we provide support to our end users. Review collected by and hosted on G2.com. Show More 5/7/2021 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(1,348) [ 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);)