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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Corey C.

Customer Service Engineer I

Mid-Market (51-1000 emp.)

7/16/2018

"Easy enough to use, but often times slow responsiveness."

3.5/5

What do you like best about Serviceaide ChangeGear?

How easy it is to use and get used to. You can navigate through ChangeGear easily, and the integration of my workplaces directory of employees saves a lot of time. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Often times doing anything in ChangeGear is not quick, there's a lot of lag. Review collected by and hosted on G2.com.

Aaron D.

ServiceNow Developer

Mid-Market (51-1000 emp.)

Originally submitted 8/24/2017

"Flexible Product for a demanding business."

4.5/5

What do you like best about Serviceaide ChangeGear?

The flexibility that ChangeGear offers allows us to quickly adapt to any demands that our business requires. We're able to increase efficiency of our current processes with each release. In each of their releases, we're seeing additional features being added. Those features are often utilized in our environment quickly, as we're seeing immediate improvement in our processes.

The support really is the best, as they will go the extra mile to help you troubleshoot and resolve any issue in your environment. They are resourceful and knowledgeable enough about the product to quickly determine the root cause of an issue, and guide you on correcting it. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

There are items that are difficult to customize or require professional services for something that should be simple, but this is changing as the product matures. The forms are often clunky and require a lot of work to streamline to make the end user experience better. You can streamline the forms, but it takes a lot of effort to do so. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

The product has the potential to serve a number of vertical markets well with its flexible workflows and forms. There is nothing that I've seen that ChangeGear isn't able to do. Review collected by and hosted on G2.com.

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

We're able to give customers more detailed information about the status of their issue, as well as identifying possible widespread issues in a timely manner. With ChangeGear we are able to keep track of Major Incidents, Change Requests that allow us better transparency as to what is going into our production environment. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

7/11/2018

"Excellent product at a reasonable price."

5/5

What do you like best about Serviceaide ChangeGear?

ChangeGear provides a package of services that completely cover our ITSM needs and is fully compliant with the ITIL framework. The product is also very flexible and can be adapted to the client's needs easily. Usually by the client with included tools. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The user interface on the backend configuration is not quite as user-friendly as the front-facing interface. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

This is an excellent choice for a one-stop solution for Service Management. They have a lot of additional add-ons and features so it is helpful to know what you want before the start of the purchasing process. Review collected by and hosted on G2.com.

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

ChangeGear has streamlined our workflows and allowed us to add documented approvals to our workflow. It also provides us with excellent search capabilities and reporting. Review collected by and hosted on G2.com.

Pam T.

IT Systems Support Professional

Higher Education

Mid-Market (51-1000 emp.)

1/15/2018

"SunView is a very innovative and responsive ITIL company"

4.5/5

What do you like best about Serviceaide ChangeGear?

Our experience with SunView started out slowly and with a few bumps that always come with a new system, but quickly escalated into a great partnership. SunView takes the time to listen to our problems and help us through issues that we encounter. They also take time for one-on-one sessions when requested and technical support is very responsive. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

We would have insisted on initial vendor set-up, with one-on-one training for application management post implementation. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

Allow vendor implementation and at least 3-5 days of training session for Administrators or Admin users. Review collected by and hosted on G2.com.

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

IT Section accountability and customer service monitoring/trending. ChangeGear has allowed us to track and monitor situations or problems to change or help improve business processes. Review collected by and hosted on G2.com.

Verified User in Financial Services

Enterprise (> 1000 emp.)

7/11/2018

"Have been using ChangeGear since 2013"

3.5/5

What do you like best about Serviceaide ChangeGear?

Helps the organization have a global view of all requests coming in to support areas. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The way dynamic fields on a form have to run through all the fields which causes some to load and unload on the page. When a topic is chosen, none of the fields should be loaded until the choice is made. Review collected by and hosted on G2.com.

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

We use ChangeGear to initiate all requests to our support areas instead of phone/email/chat. This allows prioritization for support areas where a customer is involved and waiting. We have been able to identify areas where processes are broken or empowerment of staff needed to occur. Review collected by and hosted on G2.com.

Verified User in Utilities

Mid-Market (51-1000 emp.)

7/10/2018

"Support Experience"

2.5/5

What do you like best about Serviceaide ChangeGear?

The employees are very friendly. The ticket system is easy to use but needs some improvements. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

I dislike it when employees provide incorrect advice and changes are made and no one knows who did it. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

7/10/2018

"Workable, but not elegant"

2/5

What do you like best about Serviceaide ChangeGear?

Most common functionality is included. It is easy to see what is active and in which groups. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Interface is clunky. If the system runs slow, you end up with blank screens. Not visually appealing. Support is hard to obtain. Modifications are pricey. Review collected by and hosted on G2.com.

Verified User in Banking

Enterprise (> 1000 emp.)

7/11/2018

"I Supervise and assist the team of 3 that answers tickets all day for everyone in the Credit Union."

4/5

What do you like best about Serviceaide ChangeGear?

The system is user friendly and allows you to personalize your dashboard. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

It would be beneficial for my team if there was a pop up notification when a ticket was submitted that allows them to accept it without needing to refresh in ChangeGear. Changegear should give the seconds in addition to the hour and minutes. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

Make sure your internet browser and server systems are compatible with ChangeGear Version 7 to prevent delays in using the system. Review collected by and hosted on G2.com.

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

Tickets range from booking assistance to dealer and member requests. Research and technical issues. Review collected by and hosted on G2.com.

Verified User in Government Relations

Small-Business (50 or fewer emp.)

Originally submitted 8/24/2017

"We have been using this tools more than 7 years and we are very happy wth this products."

5/5

What do you like best about Serviceaide ChangeGear?

I like the search option, it search from the body of the tickets. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

I don't think so I found anything which I dislike for this product. Review collected by and hosted on G2.com.

Response from Jenny Griesdorn of Serviceaide ChangeGear

Hello!

The company is happy to hear that you've had a good experience with ChangeGear in the

last 6 years! ChangeGear's search option is very helpful to utilize from the constant influx

of tickets that are coming in. We hope you continue to have a positive experience for

more years to come.

Verified User in Education Management

Mid-Market (51-1000 emp.)

7/11/2018

"ChangeGear meets our Change Management needs"

4/5

What do you like best about Serviceaide ChangeGear?

Lots of features in addition to Change Management (incident, problem, etc.). Workflow allows for the automation of our processes. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Doesn't have all of the features out of the box that we'd like and have been told some could be added as customizations but at a cost. Review collected by and hosted on G2.com.