Serviceaide ChangeGear Reviews

User Rating

4.1/5 (Based on 105 Ratings)

Rating Distribution

Excellent
42.9%
Very Good
36.2%
Average
14.3%
Poor
3.8%
Terrible
2.9%

User Sentiments

Customizable Workflows, ITIL Compliance, Robust Reporting, User-Friendly Interface

Complex Configuration, Limited Integrations, Occasional Performance Issues, Documentation Requires Improvement

Do You Use Serviceaide ChangeGear?

Write a Review

Review Summary

User reviews generally praise ServiceAide ChangeGear for its comprehensive ITIL-aligned features, particularly its strong change management and incident management capabilities. Its user-friendly interface and customizable workflows are highly valued, allowing organizations to tailor the platform to their specific needs. However, some users express concerns about the complexity of configuration, particularly for larger organizations, and limitations in reporting and integration with other systems. The platform's on-premise deployment is also a point of discussion, with some users finding it a valuable feature while others prefer a SaaS model. Overall, ChangeGear is considered a solid ITSM solution, with strengths in customization and support, but some users emphasize the need for continuous improvement in areas like documentation and integration capabilities.

Pros

Change Gear offers a comprehensive workflow and approvals functionality for managing ITIL processes and change requests.
The tool has proven effective for tracking audits related to changes in systems and personnel, improving compliance and visibility.
Change Gear facilitates better communication and collaboration between various business areas within an organization.

Cons

While customizable, Change Gear requires significant time and effort for configuration, potentially affecting smaller organizations.
The system may not meet the needs of larger organizations with complex resource management and automated change integration requirements.
Change Gear's backend interface can be somewhat clunky and may require separate thick clients for administrative settings and asset management.

AI-Generated from the text of User Reviews

Did you find this information valuable?

YES NO

Reviews

Megan P

April 14, 2025 Source: G2.com

Our team's morale has improved since we started using Serviceaide ChangeGear

What do you like best about Serviceaide ChangeGear?

I particularly like that Serviceaide ChangeGear is as customizable as possible for managing IT tickets and change requests. It’s really solid for us, we use it daily to track an incident and approve everything. What I like is how easily it links to the Active Directory and the email system which allows for the updates and the alerts to go out. But, of course, it’s flexible enough to change workflows without involving IT on the dev side because we have to adapt as priorities shift.

What do you dislike about Serviceaide ChangeGear?

Although the interface may feel slightly dated and less intuitive for newer users, I dislike that, because ChangeGear is what I currently use. Getting comfortable took some time for our team, and still, some time later, certain tasks feel clunky. The reporting tools also needs improvement as it is hard to get the exact data we want without extra steps. This has slowed me down in audits or when I’m trying to work out performance metrics to show leadership.

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

With ChangeGear, it makes the mess of IT request management through email and spreadsheets solved. We have now a structured, trackable system where nothing falls off the cracks. It has made change management more reliable and less stressful as we can see approval flows and get problems caught early. It is a good way to reduce back and forth and our team works more efficiently. It has really improved communication between IT and other departments and has become much easier to stay compliant with internal processes.

Erin C

March 19, 2025 Source: G2.com

We're actually looking forward to change management meetings

What do you like best about Serviceaide ChangeGear?

Our change management module provides complete robustness for tracking and planning and reporting changes easily. Our IT department has undergone a transformation through this solution because we can handle intricate changes without causing major interruptions. The approval workflow system allows organizations to create personalized processes which verify all changes satisfy required assessments. The system integration with our ITSM tools enables streamlined processes together with reduced need to switch between systems.

What do you dislike about Serviceaide ChangeGear?

The software needs updated user interfaces combined with an easier interface design. The program shows signs of being outdated relative to contemporary software systems. Users should have better flexibility in reporting options because customization should not require technical expertise.

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

Managers at our company experienced numerous errors and disorganization during IT change management before adopting Serviceaide ChangeGear. The system provides complete centralization which allows us to monitor all change activities and their current statuses. Service reliability along with reduced downtime became possible through the controlled nature of changes enabled by Serviceaide ChangeGear. The advanced reporting capabilities of Serviceaide ChangeGear led to better identification of change management improvement areas.

Albin P

March 9, 2025 Source: G2.com

Finally we are delivering projects on time and within budget!

What do you like best about Serviceaide ChangeGear?

The seamless integration of Serviceaide ChangeGear with other tools is what sets it apart from others. As an example it just syncs with our current ticketing system and is very easy to track issues from beginning to end. What I keep being appreciative of is the customization options. It tailors the workflows and makes dashboards that are personal to our team without a hitch. I’ve used it everytime in everyday use and I’ve realized that it makes handling of incidents a lot easier.

What do you dislike about Serviceaide ChangeGear?

If I had to pick one bad thing about Serviceaide ChangeGear’s interface it would be how it feels outdated when working with big datasets. Whilst, this makes for multiple reports and can be a bit clunky from time to time, it doesn’t allow you to have a speed you want to navigate instantly. The latter tends to be the case and it is the most charmingly direct. This one was unexpected given that the documentation can be more complete, specifically for advanced features.

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

Serviceaide ChangeGear is very practical from a standpoint as it clears bottlenecks really efficiently. Previously, maintaining a window was an absolute nightmare, something that now works out of the box. Because it takes care of the heavy lifting, and we are able save so much valuable time for the integration of our IT service management needs into one platform. It’s surprisingly simple and for tracking changes and managing asset.

Anna P

February 11, 2025 Source: G2.com

We can finally experience fewer delays in service request handling

What do you like best about Serviceaide ChangeGear?

I most appreciate Serviceaide ChangeGear because it helps make the IT service requests more accountable. This means that the path for every request has a structured path and who is responsible at each stage is made obvious. Miscommunication has been reduced, and the approvals have become more reliable. Tasks that are overlooked almost never happen, thanks to the automated reminders, and that really helps keep projects on track. It also has made internal reviews a breeze due to having a clear history of actions.

What do you dislike about Serviceaide ChangeGear?

There is one problem that may be questionable about Serviceaide ChangeGear – approvals may seem inflexible in some specific scenarios. Despite having submitted the request, editing the approval form is not easy at all, which brings a setback when changes have to be made. This has at some occasion led to some technical glitches particularly when there is a need to approve numerous applications that need a change of process.

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

With Serviceaide ChangeGear, serviceaide requests for IT have become less a chaotic, more structured and predictable process. Stalled approvals before use because it didn’t have a clear track of progress. Now there is a sequence to everything so requests goes through, nothing more and nothing less. It’s also aided in reducing errors since every action is logged and could be reviewed when required. This has helped our team save a lot of time and frustration while running the daily system.

Chuck A

March 18, 2024 Source: G2.com

ChangeGear works well for tracking our NERC CIP compliance tickets

What do you like best about Serviceaide ChangeGear?

We found the initial setup straight forward and support from ChangeGear staff was execellent. It provides the audit records needed to support our CIP audit tracking & documentation requirements

What do you dislike about Serviceaide ChangeGear?

I would say the documentation could be more user friendly but not overly burdensome.

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

Tracking asset patching, break/fix, etc. and the associated requirement for documentation records for NERC CIP audit requirements.

Eric H

March 4, 2024 Source: G2.com

Solid software solution for your needs

What do you like best about Serviceaide ChangeGear?

Highly customizable to fit any needs that you might have.

What do you dislike about Serviceaide ChangeGear?

Can be somewhat complex at times when you need to make changes or setup new features.

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

This software allowed us to digitize our change management and service request system. Streamlining approvals allows for tickets and service requests to be worked on much faster.

Verified User in Law Practice

February 26, 2024 Source: G2.com

Using ChangeGear for our help desk ticketing system

What do you like best about Serviceaide ChangeGear?

Easy to track and keep up with requests or problems submitted for assistance for our IT Dept.

What do you dislike about Serviceaide ChangeGear?

Nothing at this time. We are new to this version of the product.

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

Trends in problems that maybe we need to look at and detemine if the problem is configuration related, training needed for end users, or something else.

Verified User in Information Technology and Services

February 24, 2024 Source: G2.com

Easy to use and customize.

What do you like best about Serviceaide ChangeGear?

CG is easy to use and admin. Offers customization. Modules have templates and workflows. Views provide good reporting exports. Email connectors provide updates directly to the tickets.

What do you dislike about Serviceaide ChangeGear?

Task modules have been difficult to customize. I would like to have links to the tickets available in exported views.

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

We use for Servce Mgmt for tracking and trending, and security audits. Additionally, the product is very customizable which allows for us to tailor forms and templates for ease of use. For reporting and tracing of our clients and issues reported and changes made to production.

Verified User in Information Technology and Services

February 22, 2024 Source: G2.com

This ticketing system is completely customizable for a great end-user experience.

What do you like best about Serviceaide ChangeGear?

The interface used to create custom forms and administrate users and security is easy to use and learn. The technical support always has the right answer when they are needed..

What do you dislike about Serviceaide ChangeGear?

My only complaint is that the support staff is not manned 24 x 7, however, when I need help and communicate in advance, I've been able to get it.

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

We didn't have a good way to track things like access request approvals and change approvals, but ChangeGear solved that problem for us. We can easily show who approved an item and when.

Verified User in Commercial Real Estate

October 19, 2023 Source: G2.com

Great product for audit workflow/approvals

What do you like best about Serviceaide ChangeGear?

Change Gear has a very complete workflow/approvals functionality that makes it easy to track everything we need for our SOX 404 audits.

What do you dislike about Serviceaide ChangeGear?

For our organization, Change Gear is the right fit. Larger organizations might need more capabilities to manage resources or have integration for automating changes upon approval.

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

Change gear is our primary tool to track audit related changes to systems and personnel.

Serviceaide ChangeGear Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Serviceaide ChangeGear?

Review Summary

Pros

Cons

Megan P

Erin C

Albin P

Anna P

Chuck A

Eric H

Verified User in Law Practice

Verified User in Information Technology and Services

Verified User in Information Technology and Services

Verified User in Commercial Real Estate

We understand SaaS better

SaaSworthy helps stakeholders choose the right SaaS platform based on detailed product information, unbiased reviews, SW score and recommendations from the active community.

Buyers

Makers