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Serviceaide ChangeGear Reviews

Vendor: Serviceaide
3.8 out of 5
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What is Serviceaide ChangeGear?

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Get the IT Service Management (ITSM) Buyer's Guide and find out what your peers are saying about Serviceaide ChangeGear, ServiceNow, NinjaOne and more!
Serviceaide ChangeGear is the #28 ranked solution in top Help Desk Software and #29 ranked solution in top IT Service Management (ITSM) solutions. PeerSpot users give Serviceaide ChangeGear an average rating of 7.6 out of 10. Serviceaide ChangeGear is most commonly compared to ServiceNow: Serviceaide ChangeGear vs ServiceNow. Serviceaide ChangeGear is popular among the small business segment, accounting for 40% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a construction company, accounting for 15% of all views.
Buyer's Guide
IT Service Management (ITSM)
April 2026
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Helped 893,221 peers since 2012

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Serviceaide ChangeGear mindshare

Product category:
IT Service Management (ITSM)
As of May 2026, the mindshare of Serviceaide ChangeGear in the IT Service Management (ITSM) category stands at 1.6%, up from 0.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
Serviceaide ChangeGear1.6%
ServiceNow14.2%
JIRA Service Management6.9%
Other77.3%
IT Service Management (ITSM)
 
 
Key learnings from peers

Valuable Features

Serviceaide ChangeGear offers essential service management features like flexible ticket management, service request handling, and seamless infrastructure monitoring. Users appreciate its scalable architecture and customization options, including an easy-to-use UI. Advanced workflow management, powerful knowledge management, and robust reporting capabilities stand out. Federation capability, flexible service catalog, and automatic ticket creation simplify processes. The mature functionality withstands market competition, providing comprehensive IT service management efficiency at a reasonable price.
  • "The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
  • "CA Technologies support is excellent."
  • "Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

Room for Improvement

Serviceaide ChangeGear requires improvements in ticket reopening processes and customization flexibility. Structural customizations are hampered by shared database constraints. Server monitoring and a seamless integration engine need enhancement. The interface would benefit from a more visually appealing design and simplified customizations. Two-factor authentication, mobile app support, and usability features like saved filters are desired. Reporting needs enhancement, and the workflow engine lacks integration, causing inefficiencies in approvals and process management.
  • "Their service management application needs a lot of work."
  • "Flexibility to customize."
  • "I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

ROI

Users reported a return on investment from Serviceaide ChangeGear of approximately $65,000, though this amount was not consistent. Some users felt it was costly and expressed dissatisfaction with the SAS limitations. A 35% improvement in SLA timing was observed. Not all users were aware of the ROI specifics.

Pricing

Enterprise buyers evaluating Serviceaide ChangeGear report varied experiences with its pricing. Some note a competitive cost for few licenses, while others highlight a substantial setup fee of $250k and annual contracts of $300k over three years previously under InTeq. Costs may fluctuate post-acquisition by CA. Compared to alternatives like Remedy and ServiceNow, ChangeGear is perceived as more cost-effective, especially for cloud service management. Pricing specifics often fall under financial departments.

Service and Support

Serviceaide ChangeGear customer service receives mixed feedback, with scores ranging from 3.5 to 4 out of 5. Trade-offs include delayed response unless escalating or getting in touch with higher-level personnel. Technical support varies widely; some find it satisfactory while others face frustration with redundant questions and prolonged ticket resolution times. However, CA Community resources and quick responses to critical tickets are appreciated. Some users express dissatisfaction, highlighting room for improvement in technical support.

Deployment

Users find Serviceaide ChangeGear's initial setup straightforward, especially with Windows servers, though some encountered complexity with non-Windows servers. Many highlighted how easy it was due to familiarity with ticketing systems. It supports smooth communication with end clients, while out-of-the-box functions simplify the process. For complex configurations, customization based on customer requirements can be challenging. Over time, upgrading has improved; earlier versions required backups due to potential issues during updates.

Scalability

Users generally find Serviceaide ChangeGear scalable with minimal issues. Some praise its ability to scale efficiently, while others note initial challenges that improved over time. The addition of features like automatic fail-over and Process Automation Management enhances scalability. While a few are uncertain due to recent deployment, most express potential for significant expansion. Timeout concerns occasionally arise, yet these do not seem to significantly hinder its overall scalability.

Stability

Users report mixed experiences with Serviceaide ChangeGear stability. Many describe it as stable, with no major issues, and highlight successful implementations for hundreds of users. Some users, however, experience occasional outages, latency, or timeouts during searches. These issues are sometimes linked to network or external browser factors. Despite rare challenges, stability is praised when utilized correctly. While some users encounter slight performance inconsistencies, others rave about its consistent operation across different environments and versions.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our IT Service Management (ITSM) Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise10
By reviewers
By visitors reading reviews
Company SizeCount
Small Business35
Midsize Enterprise19
Large Enterprise34
By visitors reading reviews

Top industries

By visitors reading reviews
Construction Company
15%
Comms Service Provider
9%
Financial Services Firm
9%
Religious Institution
7%
Outsourcing Company
7%
Manufacturing Company
5%
Energy/Utilities Company
5%
Healthcare Company
5%
Real Estate/Law Firm
3%
Transportation Company
3%
Educational Organization
3%
Insurance Company
3%
Retailer
3%
Performing Arts
3%
University
2%
Legal Firm
2%
Media Company
2%
Non Tech Company
2%
Computer Software Company
2%
Government
2%
Wholesaler/Distributor
1%
Aerospace/Defense Firm
1%
Logistics Company
1%
Marketing Services Firm
1%
Non Profit
1%

Compare Serviceaide ChangeGear with alternative products

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Learn more about Serviceaide ChangeGear

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?
  • Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
  • Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
  • Automation: Automates routine tasks to improve efficiency and reduce human error.
  • Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.
What benefits or ROI can users expect?
  • Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
  • Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
  • Scalability: Supports business growth with adaptable and scalable processes.
  • Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide ChangeGear was previously known as Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear.

Serviceaide ChangeGear customers

Oakwood Systems Group

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Product Categories

Product Categories
IT Service Management (ITSM)
Help Desk Software

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Serviceaide ChangeGear Reviews Summary
Author infoRatingReview Summary
Enterprise Solutions & Services Head at Duroob Technology3.0While mature, stable, and scalable, I find this product lacks modern integration, has a poor UI, a segregated workflow, and its service management is in a bad state, compounded by poor support and CA's lack of investment.
Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees4.0I've used this event-based solution for four years with easy in-house setup and no issues. Support is great, and I value automatic tasks, but I desire more customization flexibility.
Tools/Situation Administrator at A.H. Belo3.5I appreciate the interconnected tools, automation, stability, and improved support, which reduced help desk needs. However, I'd prefer a more modern interface, easier customization, and a more user-friendly Service Catalog for all users.
Technical Lead at a tech services company with 10,001+ employees4.0I appreciate its easy, flexible UI and strong automation, making our service desk efficient. Though stable and scalable, I found deployment and setup extremely difficult, requiring third-party help to implement.
ITSM Consultant at a tech services company with 1,001-5,000 employeesAs a vendor, I find this ITSM solution a complete and reasonably priced offering with easy setup and great third-level support. We experienced no deployment issues, but importing relational data is difficult.
Technical Architect / Dev Lead at a media company with 1,001-5,000 employees3.0I find the product beneficial, widely used, and currently stable and scalable, despite past issues. Customer service is great. My main suggestion is to improve two-factor authentication, which would make a big difference for us.
Service Desk Team Lead at a healthcare company with 1,001-5,000 employees3.5I highly value CSM's easy service catalogue creation, enabling customer self-service. Setup was straightforward, and community support excellent. However, IT analyst usability needs improvement, especially for saving filters and search functions, and setting better defaults.
Systems Support Analyst at a healthcare company with 1,001-5,000 employees4.0I appreciate the easy setup, scalability, and new self-service catalog, which has improved our workflows. Ticket management is good, and customer service is quick for critical issues. I'd like a mobile app for analysts and note some latency.