Serviceaide ChangeGear Reviews & Product Details

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.

Seller

Serviceaide

Discussions

Serviceaide ChangeGear Community

Languages Supported

German, English, French, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Chinese (Simplified), Chinese (Traditional)

Solution Type

All-in-One

Overview by

Nancy Bhagat

Value at a Glance

Averages based on real user reviews.

Time to Implement

4 months

Return on Investment

21 months

View More Pricing Information

Top-Rated Alternatives

Jira Service Management

4.3/5(1,014)

Freshservice

4.6/5(1,387)

SolarWinds Service Desk

4.3/5(794)

View All Alternatives

User Insights

Average based on 105 real user reviews.

Implementation Time

4 months

Perceived Cost

$$$$$

Serviceaide ChangeGear Integrations

(5)

Integration information sourced from real user reviews.

Serviceaide ChangeGear Reviews FAQs

Generated using AI

Last updated: Nov 04, 2026

What is Serviceaide ChangeGear, and what problem is it built to solve?

It is service and support management software intended to address service management across IT, business departments, and customer service. Its stated approach centers on digital labor conversations, automation, and knowledge.

What languages does Serviceaide ChangeGear support?

It supports 3 languages: English, French, and Spanish.

What company sizes and industries is Serviceaide ChangeGear the best fit for?

Positive experiences are represented most strongly among mid-market and enterprise organizations, with industry representation clustered across several service-intensive sectors. The segments that stand out include:

Company size — Mid-Market: Organizations with 51–1,000 employees.
Company size — Enterprise: Organizations with more than 1,000 employees.
Industries: Utilities, financial services, and information technology and services.
Other represented industries: Health care, telecommunications, and retail.

How long does it take to implement Serviceaide ChangeGear across a team?

Implementation timelines most often fall within one to six months, with one-to-three months the most common range. Some teams report shorter or longer go-live timelines as well.

Time to go live	Relative frequency
1–3 months	Most common
3–6 months	Also common
Under 1 month, 6–12 months, or longer	Less common

What customer support options does Serviceaide ChangeGear provide, and how do users find the overall support experience?

Support is available through self-service resources and direct contact channels, including a knowledge base, email/help desk, and phone support. The experience can be very helpful and responsive, with knowledgeable staff guiding teams through issues; users also describe delays and inconsistency, particularly with complex cases or implementation help.

What is the experience like for teams switching to Serviceaide ChangeGear from another tool?

Teams have moved to it from tools such as SysAid, Zendesk, Spiceworks, and SharePoint, as well as older in-house or legacy systems. The appeal is often more structured ITIL workflows, broader functionality in one place, and greater flexibility for tailoring processes; some transitions also addressed cost or support concerns with prior tools. The move can take planning and configuration effort, especially when teams are replacing heavily customized or older systems.

What features or capabilities could make Serviceaide ChangeGear even more useful?

The most useful improvements would make everyday administration and reporting less cumbersome, while making the interface feel more current. Recurring requests include:

More flexible reporting: Make it easier to build and tailor reports, dashboards, and exports without extra technical work.
Simpler configuration: Reduce the effort involved in setting up workflows, forms, and customizations.
A more streamlined interface: Modernize the experience and make common tasks and ticket navigation feel more intuitive.
Clearer notifications and automation: Improve the reliability of updates and automate task handoffs and alerts more smoothly.

G2 reviews are authentic and verified.

Here's how.

himanshu g.

Software Developer

Mid-Market (51-1000 emp.)

7/21/2021

"Powerful and effective tool to manage IT tickets & configure modules"

5/5

What do you like best about Serviceaide ChangeGear?

It is a powerful and effective tool that helps us to manage IT tickets, configure modules with great reporting. It is easy to deploy and easy to configure with providing great customer service and support. SunView ChangeGear is an intuitive & robust ITSM application system that perfectly meets the needs of our company. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

There is nothing I have found which forces me to dislike it. Review collected by and hosted on G2.com.

Muhammad A.

Sr. Systems Analyst - CRM

Enterprise (> 1000 emp.)

Originally submitted 10/18/2016

"A comprehensive ITSM tool"

3.5/5

What do you like best about Serviceaide ChangeGear?

Ease of configuration and flexibility of the product. New features that are added recently such as Task Spawning, Multiple Workflows, Intelli Search, New Service Portal etc. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

IIS needs resetting after changes made to forms and fields. May be they can do something that it would not require user to reset it. Review collected by and hosted on G2.com.

Verified User in Logistics and Supply Chain

Enterprise (> 1000 emp.)

6/1/2021

"Excited for a nice change of pace"

4/5

What do you like best about Serviceaide ChangeGear?

So far, I like the dashboards and overall UI presentation of information the best. The search functionality seems to be much improved over our previous solution and the configurability should prove to be very valuable. We are just getting started with Change Gear, and I'm excited based on what I have seen so far. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

At this point, I can't say that I dislike anything as of yet. It's still new for us. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

At this point, I would recommend when you search for a change tool such as this, always look for how configurable the system is, how easy is it to search or report from, and how much effort is it to keep the CMDB updated? Those are impactful, and though they seem intuitive, not all tools can easily accomplish these tasks. So far, based on the demoes I saw of various tools, Change Gear seems to be able to handle each of those areas fairly well. And the dashboard appears it will provide a great overview of tickets in play, which is very nice compared to my last tool. Review collected by and hosted on G2.com.

What problems is Serviceaide ChangeGear solving and how is that benefiting you?

We had a difficult time with our previous solution with regards to providing appropriate access due to license limitations, the search functionality was terrible, and it was difficult to see a comprehensive view of what all changes impacted my area, much less a bigger view of all changes in play at any given time. Review collected by and hosted on G2.com.

purnendra s.

Software Developer

Mid-Market (51-1000 emp.)

7/19/2021

"Great software with great customization to manage daily reports"

4/5

What do you like best about Serviceaide ChangeGear?

Sunview ChangeGear is a great software for our organization that is being used by the IT department. It is a cost-effective and better than other ITSM software in the market. It is easy to use and easy to customize as per our business requirements. Sunview helps to manage daily reports and providing an intuitive dashboard. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

There is nothing I have found to dislike it. Review collected by and hosted on G2.com.

Verified User in Legal Services

Mid-Market (51-1000 emp.)

5/10/2021

"ChangeGear review"

2.5/5

What do you like best about Serviceaide ChangeGear?

Easy of use for the analyst in inputting data when configured, it does what it needs to do for a basic ITMS tool set. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Complexity of configuration and require professional services for majority of configuration Reporting is still not great, we are using tableau to plugin to SQL to pull out information o I use Excel to manipulate date. Also as a basic should have an analyst view dashboard out of the box for how many each analyst is creating, working on and resolving, with SLA information. Review collected by and hosted on G2.com.

Response from Paul Higdon of Serviceaide ChangeGear

We appreciate your feedback. I would like to discuss the challenges you face regarding your configuration comment. We do have a Professional Service team to assist customers, but we also provide unlimited access to our Support Team that is free of charge. We can discuss your specific needs and perhaps I can help get you in touch with someone to help.

With regards to the dashboard request, I would like to get more details. Please contact me at phigdon@sunviewsoftware.com. We are constantly taking customer feedback and integrating that with our product releases and updates.

Verified User in Utilities

Mid-Market (51-1000 emp.)

5/10/2021

"Really good for the most part."

4/5

What do you like best about Serviceaide ChangeGear?

The technical support after setup and the ease of use of the software. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Initial setup of importing users was a pain but once we got passed that it was fine. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

Initial setup with importing users was a pain as we were very familiar with the process but once we got passed that everything was/is good. Review collected by and hosted on G2.com.

What problems is Serviceaide ChangeGear solving and how is that benefiting you?

Recording tickets that come in and being able to sort out what is priority. Review collected by and hosted on G2.com.

Verified User in Legal Services

Small-Business (50 or fewer emp.)

6/1/2021

"Although we're still in the beginning stages of implementing ChangeGear I see a great potential"

3/5

What do you like best about Serviceaide ChangeGear?

Better reporting tools and being able to manage SLA's Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

On-prem implementation is a pretty long process. Review collected by and hosted on G2.com.

Verified User in Higher Education

Mid-Market (51-1000 emp.)

5/7/2021

"Meh"

1/5

What do you like best about Serviceaide ChangeGear?

Simple to set up and run. Can use right out of the box. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Not very customizable. Too difficult to set work flow. Reporting is TERRIBLE. wry difficult to track the flow of a ticket. Review collected by and hosted on G2.com.

Javier O.

Senior Software Engineer

Enterprise (> 1000 emp.)

6/15/2020

"Control over the service counter."

4.5/5

What do you like best about Serviceaide ChangeGear?

ChangeGear contains all the modules to support an ITIL-based service management implementation. The application is really stable and mature with numerous ways to customize the user experience, as well as the way your team processes requests and incidents. Users can submit requests through an Internet portal, mobile devices, and email. Sunview support engineers respond quickly to questions when help is needed. A graphical interface greatly facilitates the configuration of custom workflows with notifications to both users and the internal team. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The documentation is not as complete as the various customization methods. The software interface actually has some limitations regarding the speed at which some customizations can be implemented. Fortunately, most customizations are built-in. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

In case you are trying to find an outstanding solution for customer service that improves the efficiency of yours, choose ChangeGear. Review collected by and hosted on G2.com.

What problems is Serviceaide ChangeGear solving and how is that benefiting you?

Our company implemented ChangeGear to gain control of the customer service center and the change management process. We have been able to quantify our workload. We have been able to document our change process for auditors. We have been able to show clients the work we have done on their behalf. Review collected by and hosted on G2.com.

Tylene C.

Supervisor of Technical Support

Enterprise (> 1000 emp.)

Originally submitted 7/11/2018

"Experience improved with Changegear 7"

4/5

What do you like best about Serviceaide ChangeGear?

I like that the support team seems to be really trying to help instead of only response being to purchase more hours even if I have hours already... I know I will like the app once I figure out how to configure to work with our setup. ;-) Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

I like and dislike the complexity. I wish there were actual training courses on how to handle the back end instead of needing a system administrator degree of some sort to edit simple things...but I do like that it is so "changeable", flexible to any situation. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

Have someone knowledgeable with database and html be the one that his in charge of it... until they get better training options... Otherwise, it does so much more than you can imagine. ;-) Review collected by and hosted on G2.com.

What problems is Serviceaide ChangeGear solving and how is that benefiting you?

Biggest benefit is ease of use on the user end side and we have seen an increase in tickets compared to phone calls due to the ease and availability at any time. Review collected by and hosted on G2.com.