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

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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.

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Verified User in Retail

Enterprise (> 1000 emp.)

1/28/2019

"Customizable"

4/5

What do you like best about Serviceaide ChangeGear?

The many modules they support and their service. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The additional workflows needed for the modules Review collected by and hosted on G2.com.

Chris E.

Security and Compliance Manager

Information Technology and Services

Mid-Market (51-1000 emp.)

7/10/2018

"Change Management Solution"

4.5/5

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

Change Management within out IT and Web presence. Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

7/10/2018

"ChangeGear is a great ITIL solution"

4.5/5

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. Review collected by and hosted on G2.com.

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) Review collected by and hosted on G2.com.

Verified User in Computer Hardware

Mid-Market (51-1000 emp.)

7/16/2018

"An acquired taste"

2/5

What do you like best about Serviceaide ChangeGear?

Many pieces of ChangeGear are customizable which is great Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Jacob L.

Enterprise (> 1000 emp.)

7/10/2018

"Simple and effective"

3.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

haven't figured out a way to hold tickets temporarily Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Scott L.

Enterprise (> 1000 emp.)

7/10/2018

"Great strategy, so-so execution"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Warren S.

Mid-Market (51-1000 emp.)

7/10/2018

"ChangeGear Review"

3/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

David G.

Help Desk Supervisor

Hospital & Health Care

Enterprise (> 1000 emp.)

1/15/2018

"If you want success in your Service Desk, you want ChangeGear"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Michele S.

Mid-Market (51-1000 emp.)

7/11/2018

"Change Gear"

3.5/5

What do you like best about Serviceaide ChangeGear?

The ability to close multiple tickets at the same time. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Juan R.

Enterprise (> 1000 emp.)

7/11/2018

"A superb helpdesk ticketing program"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.