Serviceaide ChangeGear
Incident management software
IT service management tools
Service desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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- Public sector and nonprofit organizations
- Banking and insurance
- Accommodation and food services
What is Serviceaide ChangeGear
Serviceaide ChangeGear is an IT service management (ITSM) and service desk platform used to manage incidents, service requests, problems, changes, and related ITIL-aligned workflows. It targets IT operations and shared service teams that need ticketing, approvals, knowledge, and asset/service configuration tracking in one system. The product is commonly deployed in environments that require configurable forms and workflows, a self-service portal, and integrations to monitoring and directory systems.
Broad ITIL process coverage
ChangeGear supports core ITSM processes such as incident, request, problem, change, and knowledge management within a single platform. This helps teams standardize intake, routing, approvals, and resolution workflows across multiple request types. It also reduces the need to stitch together separate tools for ticketing and change control.
Configurable workflows and forms
The platform provides configuration options for request forms, categorization, routing rules, SLAs, and approval chains. This suits organizations that need to model internal processes without building a custom application from scratch. It can support multiple departments or service catalogs with different workflows and data capture requirements.
Service portal and knowledge base
ChangeGear includes end-user self-service capabilities such as a portal for submitting requests and searching knowledge articles. This can reduce service desk load by deflecting common issues and standardizing request submission. Knowledge and request templates also help improve consistency across agents and teams.
UI and UX can feel dated
Compared with newer service desk products, some users may find the interface less modern and less streamlined for high-volume agent work. This can increase training time and reduce efficiency for occasional users. Organizations often need additional configuration effort to optimize screens and workflows for usability.
Integration depth varies
While ChangeGear supports integrations (for example, with directory services and monitoring/alert sources), the breadth and ease of integration can depend on available connectors and implementation approach. Teams may need professional services or custom work for less common systems. This can affect time-to-value in heterogeneous tool environments.
Reporting may require tuning
Out-of-the-box dashboards and reports may not match every organization’s KPI definitions and data model. Teams frequently need to invest time in configuring fields, categories, and data quality practices to get reliable metrics. Advanced reporting needs can drive additional effort or reliance on external BI tools.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Tailored / Quote-based | Contact sales / Request a quote on official pricing page | Serviceaide lists ChangeGear pricing as flexible and customized to customer needs; no public per-user or tiered pricing is published on the official site. Interested buyers are prompted to request a quote or demo. |
Seller details
Serviceaide, Inc.
San Jose, CA, USA
2011
Private
https://www.serviceaide.com/
https://x.com/serviceaide
https://www.linkedin.com/company/serviceaide/
