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.

G2 reviews are authentic and verified.

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Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

7/10/2018

"Ticketing interface"

2.5/5

What do you like best about Serviceaide ChangeGear?

User interface for end users in Incidents and Service Requests Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Tasks should automatically send notices to assignee Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

7/12/2018

"Works Great"

3.5/5

What do you like best about Serviceaide ChangeGear?

Knowledge Base and Ticketing. We use the Change control also Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Sometimes software is slow, but could be network Review collected by and hosted on G2.com.

Kevin E.

Mid-Market (51-1000 emp.)

7/10/2018

"Pleasant"

2.5/5

What do you like best about Serviceaide ChangeGear?

The site doesn't break down. It is constantly up. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The site doesn't refresh realtime. It's a hassle hitting F5 Review collected by and hosted on G2.com.

Floyd N.

Mid-Market (51-1000 emp.)

7/10/2018

"It's a little slow"

3.5/5

What do you like best about Serviceaide ChangeGear?

Simplicity of interface and intuitive. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Slow and not great workflow processing. Forms are difficult to set up. Review collected by and hosted on G2.com.

Mike Z.

Mid-Market (51-1000 emp.)

1/16/2018

"Overall, one of the best ticketing systems I have used"

3.5/5

What do you like best about Serviceaide ChangeGear?

I like the ability to customize setups, drop downs, etc. where it makes sense for the end user. The Service catalog is a very nice feature. Some end users want simple form entry, but the overall opinion has been positive. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

We have had some troubles implementing new technology (VMWare SAML); however, their support/dev are working diligently to resolve the problem. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

Yes, overall, I would recommend using this product compared to several other systems I have used. Review collected by and hosted on G2.com.

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

We are using the Service Desk module and Change Mgmt module. This integration bridges the gap between production changes and how they are related to the tickets/requests that enter the system. Review collected by and hosted on G2.com.

Verified User in Paper & Forest Products

Mid-Market (51-1000 emp.)

6/18/2018

"Great Customer Service"

4.5/5

What do you like best about Serviceaide ChangeGear?

Sunview Software customer support is knowledgeable and provide quick responses to all my questions. They are continually updating their product based on user requests to make it even better. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

There isn't really anything that I dislike about the product. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

7/11/2018

"Customized tool but limited for Cloud Customer"

3/5

What do you like best about Serviceaide ChangeGear?

The ability to customize every little area and part of the tool to align your processes to the tool as opposed to aligning your processes to the tool, Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The ability to customize is there but is greatly limited and hard to use for cloud customers. Review collected by and hosted on G2.com.

Corey S.

Infrastructure Support Analyst

Restaurants

Mid-Market (51-1000 emp.)

8/24/2017

"Robust solutions for every occasion"

4/5

What do you like best about Serviceaide ChangeGear?

ChangeGear offers an extreme level of customization. Solutions are more limited by imagination than the platform itself. Truly a complete package. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

If you choose to use the hosted solution you are locked out of some features that are hosted server side. This is offset somewhat by a support team that is quick to respond, and knowledgeable consultants that are always willing to help find the best solution for you. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

It's a robust platform that will do everything you need and more. There is a lot to it, but it follows ITIL practices, so knowledge from other systems will be somewhat applicable. Review collected by and hosted on G2.com.

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

One of the big uses for us is driving solid internal procedures. The platform helps automate day to day policy in a way that keeps people on task and in compliance. Review collected by and hosted on G2.com.

Sean T.

IT Senior Infrastructure Architect

Restaurants

Mid-Market (51-1000 emp.)

12/6/2017

"ChangeGear - Solid, implementation a little tough"

4/5

What do you like best about Serviceaide ChangeGear?

The web interface is solid and easy to use - consistent throughout all of the modules. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

While customization is readily available, required a dedicated resource to make it happen and there was a steep learning curve. For an organization that is new to ITIL it can be challenging to navigate. Review collected by and hosted on G2.com.

Recommendations to others considering Serviceaide ChangeGear:

Have a good understanding of ITIL/ITSM terminology and methodology before beginning. As a beginner to the ITIL way of doing things, the organization struggled with the mindset and how things were going to be done going forward. Review collected by and hosted on G2.com.

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

Service Desk incident & problem tracking and resolution, change management, CMDB. First steps into the world of ITIL were realized which added structure and process to the Service Desk. Review collected by and hosted on G2.com.

Verified User in Outsourcing/Offshoring

Enterprise (> 1000 emp.)

7/11/2018

"Excellent Product requires Even better Support/Implementation to be On Top"

4.5/5

What do you like best about Serviceaide ChangeGear?

The workflows and details on processes lacked on old application. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The help on implementation and optimization is not very keenly followed up. Support SLA violations are also a big problem. Review collected by and hosted on G2.com.