--- 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(1,349) ](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) MW Mark W. Sr Solutions Architect Mid-Market (51-1000 emp.) 5/16/2019 "NOT for MSP's" 1/5 What do you like best about Serviceaide ChangeGear? It is very good at being an ITIL ticketing system. The functions are there for a fully featured system. Incident, Change, Problem, REquest, etc. What it does it does well. It has a nice UI and it good for NEW companies, coming from another ticketing system you will find it a pain for the app team to move. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Authentication is awful. If you have customers with 365 Azure AD's you CANNOT use more than 1 SAML provider. So long story short is you cannot have more than ONE saml instance and you need to use their "AD Sync tool" to sync AD accounts to the change gear website. It does not seem like they are very MSP focused and we have had nothing but trouble with their PS department. Not only does the contract state "MSP" their techs don't seem to know much about it and just say the same thing over and over with no real solutions. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We used to use the service desk from Manage Engine, specifically the MSP version. It was very limited and the MSP version was last to be updated. Not only that they ran the entire thing on java and there were multiple vulnerabilities with it. We solved our messy ticketing and change process with ChangeGear and it's much more robust feature set. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic RC Robert C. Vice President - Service Desk Mid-Market (51-1000 emp.) 1/2/2019 "Full Featured Product" 4/5 What do you like best about Serviceaide ChangeGear? ChangeGear contains every module to support an ITIL-based service management implementation. The software is mature and stable with many ways to customize the user experience and the way your team processes requestd and incidents. Users can submit requests through an online portal, email and mobile devices. The Sunview support engineers answer questions quickly when you need help. A graphical interface makes it very easy to setup customized workflows with notifications to users and the internal team. Sunview provides access to the database for additional reporting, which is especially helpful for trend reporting or if you're moving from another system and already have a reporting engine. The software integrates with Active Directory, making user setup easy and reliable. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Documentation is not as complete as the varied methods for customization. The software interface is has some limitation in terms of how quickly some customizations can be implemented. Luckily the majority of customizations are built-in. 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 get control over the service desk and change management process. We have been able to quantify our workload, We have been able to document our change process for the auditors. We have been able to show customers what work we've undertaken on their behalf. Using surveys we have been able to give our customers a voice in the support process. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") AT Verified User in Telecommunications Enterprise (\> 1000 emp.) 9/13/2019 "Mitel Networks ChangeGear Deployment (Change Module and CMDB only)" 5/5 What do you like best about Serviceaide ChangeGear? ExcellentUser Interface, Flexibility, and Cost Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Documentation - Admin Guide does not provide sufficiently clear examples (ie. Establishing Lookup Lists for the addition of drop-down menus to a form) Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Ensure that SLA's are clearly defined and understood. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? - RFC Process Workflow much improved as compared to it predecessor. - General User Community Satisfaction - Asset Management (CMDB) Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Teresa B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Teresa B.") TB Teresa B. IT Business Analyst Telecommunications Enterprise (\> 1000 emp.) 1/8/2018 "Customizable-Competitive-Customer Friendly" 4/5 What do you like best about Serviceaide ChangeGear? The customization and flexibility of options available at a competitive price point. The ability for user to enter tickets, monitor and interact with techs. Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve or guide you to a resolution. The ability to launch modules independently of one another so that you can bring up different parts of the software as you need them. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? User and Admin manuals can lack information but since the system is so configurable I'm not sure how they would possibly include instruction for every possibility. More than 1 technician can be working on a ticket at the same time which causes concerns. Modules do not always contain the same basic field options. Specific module fields in each but a standard set across all modules would be beneficial. Module processes/programming that exist in multiple modules does not always use the same names or functions which can cause confusion. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Before implementing invest time in documenting your current processes and outlining your wants and needs required of a new system. . If possible spend time in a ChangeGear Sandbox before implementing your system and be sure to outline as a company your expectations for the administration of the system. We are just starting Phase 1 of our implementation. We determine launching the product modules in phases would be the most beneficial to our needs. During our Phase 2 of implementing the Project Module we learned that its a good idea to have the DEV and PROD environments in sync and to try to restore the DEV from the backups. This would have been helpful to us when we ran into an issue with a release in production and had an issue restoring from the backups. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Improved communication with our customers. Developing the Change Module is assisting us in tracking, monitoring and creating an internal structure for requests. In 2018 began using the Project Module to track projects that will run through IT. Inside the Project Module you can create and link Incident and Change Tickets to the project to keep track of activity. Review collected by and hosted on G2.com. Show More 11/29/2018 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Mike Z.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mike Z.") MZ Mike Z. Systems Administrator Mining & Metals Mid-Market (51-1000 emp.) 2/5/2019 "Very thorough and configurable" 5/5 What do you like best about Serviceaide ChangeGear? The software has extreme flexibility to meet the needs of most businesses. In addition to "best practices from ITIL" out of the box, you can customize almost the entire process to meet your needs. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Since the software has gone through several upgrades over the years, some of the backend configurations do not match (e.g. different variables). This makes customizing a little more tricky. That said...not much of a complaint and the next major version is supposed to address this. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: I highly recommend this product. After implementing and utilizing several other products over the years, this one has some of the best customer support and options. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We have streamlined our Helpdesk using the various modules. The greatest benefit so far has been with our DevOps team. They now have a set of workflows that they can coincide with incidents and requests to meet my end users needs. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") AH Verified User in Hospital & Health Care Enterprise (\> 1000 emp.) 3/29/2019 "Great Pricing for ITIL ITSM product" 5/5 What do you like best about Serviceaide ChangeGear? Out of the box prepackaged ITL workflow. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? The forms are dated in appearance for each Module. This is the one improvement I would recommend to SunView. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: The product is reasonalby priced and is highly competitive with what is offered at a fraction of the cost for ServiceNow. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Change Management has improved our overall communication and review of upcoming and past Change. Our customer can now view the progress of their IT request and scheduled downtime.via Self Service Portal. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Dan D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dan D.") DD Dan D. Director Of Information Systems Enterprise (\> 1000 emp.) 8/24/2017 "Wonderful ITIL product" 5/5 What do you like best about Serviceaide ChangeGear? we can now be standardized on policies and procedures. When we make a change, it needs approval and we can go back and look at the change. The cmdb feature allows us to keep track of our assets which was something we never did very well prior to Changegear. The piece we like is that we integrated our voice mail by sending the message to an email which opens a ticket. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Wish it had some type of password service. That is a large bulk of our tickets. We've also had some issues with seeing tickets on smart devices. Wish it had the ability to tie into Active Directory and allow a user to fix their password issues which is our biggest issue. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: highly recommend this product and always do. We have been customers for a number of years. We are also on a gold client board which meets to offer suggestions. We have had changegear in our office at times to discuss and I believe they take all of our recommendations to heart. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We have a better handle on inventory. We have a better handle on Change Management. We also have a better handle on notifications. Whenever there is a problem ticket created, we have it sent to the IS team. Communication has been greatly improved. When we escalate, we can send out notifications to the whole company or certain departments. We have been early adopters. Review collected by and hosted on G2.com. Show More 7/12/2018 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller MM Matthew M. Mid-Market (51-1000 emp.) 7/11/2018 "Great product if you have the resource to dedicate to it" 4.5/5 What do you like best about Serviceaide ChangeGear? I like how flexible ChangeGear is when it comes to customizing it for your own organization's workflows and processes. Granted, it's ITL-compliant out of the box, so it has shed some light on failures of our own processes, but I see that as a good thing. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? The program can, at times, be too customization-dependent and will always request a dedicated resource to make changes to the system from time to time. It's not like any of our previous systems where you stand it up and go. Not every organization would view this as a dislike, but it can be too time-consuming for a smaller organization to make it work the way you want it to. There's a lot of fixes, tweaks, etc. that you can find out how to implement on their Support Knowledge Base that I wish were easier to implement than going through 15 step xml/js editing. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Be sure to dedicate a resource to managing and maintaining the software. With our previous ticketing systems, we were able to get away with everyone playing a little bit and everyone knowing certain bits and pieces, but you absolutely need a dedicated SME with this. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? ChangeGear has made our standard processes, such as Change Management and Service Request, a lot smoother than ever before. Our old ticketing system didn't have separate modules for these, so while we have processes to differentiate these as different "requests", our help desk software didn't so we had to do weird workaround such as prefixes in the ticket title, yucky templates, etc. I believe that after this program has matured in our environment for a few more months that it will be a great asset to our organization. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller JW Jason W. IT Business Analyst Enterprise (\> 1000 emp.) 12/14/2018 "Solid tool set for ticketing and project management" 3.5/5 What do you like best about Serviceaide ChangeGear? Ease of use for our end users from a UI and workflow notifications. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Not easy to administer the system, especially around updates and upgrades. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We are using CG to run our IT Help Desk tickets as well as the Project Management module for our Business Analyst group. This is allowing us to better track issues and projects in one location. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Seller invite PK Patrick K. Mid-Market (51-1000 emp.) 8/16/2018 "Mixed bag" 3.5/5 What do you like best about Serviceaide ChangeGear? It is very customizable and flexible in defining how your process works. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Not very much user group/peer forums. Since this is so customizable it can be frustrating trying to figure out things. it is almost too complicated due to that flexibility. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Dedicate resources to defining needs/processes and implementing and maintaining this product. It's not really something successfully done doing it in between other things. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? replaces really old ticketing system and allows us to implement standardized change management process. Review collected by and hosted on G2.com. Show More Current UserValidated 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(1,349) [ 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 [What inspection management platforms connect with maintenance, ERP or quality management systems so inspection findings automatically create work orders or non-conformance reports?](https://www.g2.com/discussions/what-inspection-management-platforms-connect-with-maintenance-erp-or-quality-management-systems-so-inspection-findings-automatically-create-work-orders-or-non-conformance-reports)[What's the best PIM tool for service industry](https://www.g2.com/discussions/what-s-the-best-pim-tool-for-service-industry)[Which enterprise content delivery network (eCDN) tools are proven to achieve ultra-low latency globally for real-time streaming?](https://www.g2.com/discussions/which-enterprise-content-delivery-network-ecdn-tools-are-proven-to-achieve-ultra-low-latency-globally-for-real-time-streaming) [Top platforms for running multi-channel account-based ad campaigns](https://www.g2.com/discussions/top-platforms-for-running-multi-channel-account-based-ad-campaigns)[Which vendors have the most reliable cloud edge security for protecting customer data at the edge where breaches at distributed locations are the top risk?](https://www.g2.com/discussions/which-vendors-have-the-most-reliable-cloud-edge-security-for-protecting-customer-data-at-the-edge-where-breaches-at-distributed-locations-are-the-top-risk)[Pros and Cons Details](https://www.g2.com/products/serviceaide-changegear/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)