--- 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- Team Collaboration (3 reviews) - Automation Efficiency (2 reviews) **What users dislike:** - Users find the **outdated interface** of ChangeGear cumbersome, hindering efficiency and navigation with large datasets.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. IT Director **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2017 **What do you like best about Serviceaide ChangeGear?** I like their technology roadmap. The introduction of artificial intelligence is exciting. **What do you dislike about Serviceaide ChangeGear?** At this time, it is system performance. However, we're working on file archiving and re-indexing to improve response time. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Trying to staff an IT Help Desk with minimal human capital as possible with not only impacting, but improving customer service. ### 2. Communication and support has improved within the department and company **Rating:** 5.0/5.0 stars **Reviewed by:** Richard G. | Vice President of Information Management, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2017 **What do you like best about Serviceaide ChangeGear?** Change, Problem Modules and Service Catalog **What do you dislike about Serviceaide ChangeGear?** No Chat feature, having to use a third party. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Changes are now documented and approved before being completed ### 3. ChangeGear ITIL Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Ginetta H. | Systems Support Analyst, Government Administration, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2016 **What do you like best about Serviceaide ChangeGear?** ChangeGear is easy to learn, easy to use and flexible enough to grow as our needs and processes grow. **What do you dislike about Serviceaide ChangeGear?** We have only been using ChangeGear for 3 months. The things we have disliked we have reported to the vendor, SunView, who has been very responsive by fixing if it is an issue, in some cases promoting enhancement ideas to engineering, or providing an explanation. **Recommendations to others considering Serviceaide ChangeGear:** ChangeGear is flexible enough to do more than Change Management or Help Desk. Not only will you get those under control with an ITIL foundation, but think about other business processes you could automate using ChangeGear. **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** A primary objective was to provide a product that followed ITIL Service Management best practices and ChangeGear follows ITIL out of the box in Incident Module, Self-Service Portal, Knoweldge Base, etc ### 4. Long Time User - ChangeGear through the ages! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** February 09, 2016 **What do you like best about Serviceaide ChangeGear?** ChangeGear has a very logical approach and workflow to its change management, it is also very easy to administer We also utilize the CMDB functionality which has allowed us to track assets through their lifetime, with all details held in one place **What do you dislike about Serviceaide ChangeGear?** In the last few releases they have moved away from desktop client to web-based for day to day usage. I understand that mobility is the reason but it would be nice to have retained a desktop user client **Recommendations to others considering Serviceaide ChangeGear:** Speak to Sunview, they will be able to provide guidance and show how ChangeGear can work for you **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** ChangeGear has allowed us to track all of our changes and assets so that we are able to meet all of our auditing criteria in this area ### 5. LImited Functionality and Wrong Direction **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2015 **What do you like best about Serviceaide ChangeGear?** Simple to use if you only want the very basics of a service desk solution. **What do you dislike about Serviceaide ChangeGear?** Where should I start.... 1. ITIL Framework implementation is limited 2. Customization is cumbersome at best 3. Workflow is overly difficult to build and test 4. User interface is outdated even with the new UI improvements in version 6.x 5. Reporting is not user friendly and much of the time I resorted to writing SQL exports to get the data I need 6. if you build a hierarchy it better be right the first time because you can't change it later. 7. The system doesn't grow with out organizations needs. Other non-IT departments wanted a Service management solution and their FLEX modules (you can have up to 2 maximum) isn't enough to accommodate our other departments. Their solution was to implement a entirely separate instance of ChangeGear for each other department. **Recommendations to others considering Serviceaide ChangeGear:** If your organization plans on growing into Enterprise Serve Management I'd look elsewhere **What problems is Serviceaide ChangeGear solving and how is that benefiting you?** Enterprise service management (IT + other business units) ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+16%3A24%3A16+-0500&secure%5Bsession_id%5D=16a448dc-82ff-4a72-a79d-18989231641e&secure%5Btoken%5D=9bdcc70a30eb122afcbbc3d730f6c0fdafb3d0f58dbff2956fd5ceff715408c2&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 (1,301 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)