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 Environmental Services

Enterprise (> 1000 emp.)

7/10/2018

"Solid but Quirky Solution"

3/5

What do you like best about Serviceaide ChangeGear?

Clean interface and like the internal notes and knowledgebase sections Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

struggling with error messages and not knowing if my notes are reaching the case owner Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

7/11/2018

"Change gear review"

3.5/5

What do you like best about Serviceaide ChangeGear?

One spot to document all work. Ability to see other tickets and progress being made. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Not enough categories to choose from when picking a request. Many times what I do does not fall into any category and I just choose one. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

More categories when choosing ticket type. Ability to use Template on KB from the incident so I do not have to close incident then go to KB to write templated KB Review collected by and hosted on G2.com.

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

One place for all staff to enter tickets, limiting phone calls and email requests Review collected by and hosted on G2.com.

Chris E.

Mid-Market (51-1000 emp.)

7/11/2018

"Powerful helpdesk and inventory tool"

4/5

What do you like best about Serviceaide ChangeGear?

Customization options for all modules are very powerful and can be tailored to any need Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Customization options can be difficult to get displayed right and likely will require working with the vendor's pro services team as opposed to just in house Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

7/10/2018

"Changegear in the hospital setting"

1.5/5

What do you like best about Serviceaide ChangeGear?

I like the variety of views you are provided to view tickets Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

I think the reports are horrible, they are mostly useless. There is not guide to creating custom reports Review collected by and hosted on G2.com.

Terese K.

Service and Support Manager

Enterprise (> 1000 emp.)

12/26/2017

"Easy and Intuitive - Yet robust"

5/5

What do you like best about Serviceaide ChangeGear?

The user interface is simple to navigate. This tool is used for incident management, knowledge management, inventory, change management and even project management. We really like the fact that we can work with Sunview to customize to meet our needs or use straight out of the box. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

I'd like to be able to import MS Word or PDF documents to the knowledge base. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

Don't hesitate to purchase this product. It covers all aspects of ITSM based service and provides in a very easy-to-use product that will be positively accepted. Review collected by and hosted on G2.com.

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

Incident Management, Change Management, Project Management, Inventory Management, Knowledge Management Review collected by and hosted on G2.com.

Daniel K.

Senior IT Analyst

Civil Engineering

Mid-Market (51-1000 emp.)

7/10/2018

"Change gear ticketing"

4/5

What do you like best about Serviceaide ChangeGear?

Ability to quickly customize and edit how things work easily Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Sometimes closing tickets can have redundant menus Review collected by and hosted on G2.com.

Verified User in Transportation/Trucking/Railroad

Enterprise (> 1000 emp.)

7/10/2018

"Simple if simplified is what you looking for"

4/5

What do you like best about Serviceaide ChangeGear?

simple to use, easy, if that is what your looking for then this is your product to use. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

too much to customize if your needing more complex Review collected by and hosted on G2.com.

Verified User in Outsourcing/Offshoring

Enterprise (> 1000 emp.)

7/11/2018

"Easy to use and gives you a detailed analysis."

3.5/5

What do you like best about Serviceaide ChangeGear?

I use it for mostly change management. And it gives very detailed perspective of the required change. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

I had some concerns initially with reporting part but after working with change gear team we were able to streamline it. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

It's simple and easy for your difficult needs. Review collected by and hosted on G2.com.

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

Change Gear has really allowed us to streamline our change management and the overview of the changes by required personnel has also become better. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

7/11/2018

"User"

2.5/5

What do you like best about Serviceaide ChangeGear?

System is web-based so can access easily. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The system can be slow at times. Closes out of tasks once you accept them having to go back into them. Review collected by and hosted on G2.com.

Howie S.

Director of IT

Enterprise (> 1000 emp.)

8/25/2017

"Feature-rich, Flexible, Complete ITSM Solution for a Very Competitive Price"

5/5

What do you like best about Serviceaide ChangeGear?

The flexibility to configure the system, the price for what you get, how well it is based on ITIL, user interface is easy to use and very consistent between modules, integration of Crystal reports, they continue to enhance the system. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Built-in report writer is limited. The self-service portal is not very configurable (yet - they're changing this soon). There are some configurations which are not possible without their assistance for our hosted system (on-premise does not have this issue). Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

We implemented it while they were rolling out a significant upgrade and that caused some delays from their support. They are a rapidly growing company and recently I've seen some effort on their part to increase their support resources to keep up with their customer base. They continue to add features to the system and they listen to our requests for future enhancements. 1st tier support is okay; 2nd+ is excellent. I have not found a system with this number of features for this low price. It is excellent for small to mid-size companies. Review collected by and hosted on G2.com.

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

Incident management, asset inventory, project management, users portal, change management. It has tremendously improved our communication internally and with other departments. It's helping us launch a project management methodology from our newly developed PMO. We have a better handle on our fleet of PCs (it pulls from SCCM and makes it easier to manage). Review collected by and hosted on G2.com.