Serviceaide ITSM

What Serviceaide ITSM is

Serviceaide ITSM offers ChangeGear for change management and IT service management, with cloud and on-premises deployment options. Its change workflows support ITIL, DevOps, and business change, with automated approvals, CAB tools, change calendars, audit trails, and impact assessment. Change planning also includes stakeholder communications, change analytics, dependency mapping, and discovery imports.

The Service Desk offering covers incident, problem, change, and service request management, with a self-service portal, dashboards, and a knowledge base. Automation tools include a no-code workflow designer, Luma AI virtual agent, predictive analytics, and GenAI knowledge tools. Luma can be accessed through MS Teams, Slack, WhatsApp, WeChat, and browser widgets. Named integrations include Jenkins, Docker, Chef, Puppet, Jira, Active Directory, ADFS, SAML 2.0 SSO, Exchange Web Services, and POP3/SMTP; a RESTful API supports custom integrations. The maker says ChangeGear supports requirements including ITIL, HIPAA, GDPR, ISO, SOC 2, NERC, and FERC. Paid pricing is available on request. The Change Management example is $2,800 a month for 30 named cloud users, with a 10-analyst-seat minimum, for licensing only.

Who it suits

ChangeGear suits IT teams managing formal changes alongside incidents, problems, and service requests. Its cloud and on-premises options and listed sector focus may suit organizations in energy and utilities, financial services, healthcare, government, manufacturing, or education.

Limits

There is no free plan. The Change Management example costs $2,800 a month for 30 named cloud users, requires at least 10 analyst seats, and covers licensing only. CMDB and Asset Management are add-ons across all tiers; typical implementation for Change Management and ITSM-ESM is 8–12 weeks.

Getting started

1. Visit the ChangeGear product website.
2. Request pricing for the relevant offering.
3. Choose cloud or on-premises deployment.
4. For on-premises installation, plan for Windows Server 2016+, SQL Server 2016/2017/2019, .NET 4.8, IIS 10, and Hyper-V or VMware vSphere.
5. Use the demo portal link or product-specific support portal for assistance.

Verdict

Choose ChangeGear if you need change management and service desk workflows with cloud or on-premises deployment. Its named integrations, approval tools, and audit trail support structured change processes. The Change Management example has a 10-analyst-seat minimum, and CMDB and Asset Management require add-ons.