Serviceaide Change Manager: What’s Included (and what’s not)

Scope (Process Modules)

Included in Change Manager (this edition):

• Change Management (core module)
• Release Management (core module)

Not included as core modules in this edition (available in other editions or via add-ons):
Incident Management, Problem Management, Knowledge Base Management, Service Request Management, Service Catalog, Service Portfolio, CMDB/Asset Management. (The matrix organizes features by edition: Change Manager | Service Desk | Service Manager.)

What you still get with Change Manager (beyond the two core modules)

User experience & portals (included)

• Persona-based & team dashboards; personalized workspaces; dynamic forms; User Center; mobile experience (all included)
• Intelligent Search: SQL Search for Change Manager (other editions use Elastic)
• Standard reporting; single self-service portal (included)
• Multiple published self-service portals supported in Change Manager (different packaging in other editions)

Automation & policy controls (included)

• Business Policy Automation; SLA management
• Email approvals & notifications; template management; approval routing
• Email-to-ticket; task management; SMS notifications; VIP ticketing
• Global view management; workflow automation (with advanced workflow UI)

Change-specific governance (mostly included)

• Configuration auditing (included)
• Business service mapping (CMDB option when you license CMDB)
• CAB meeting management; forward schedule of change; change log tracking (CAB/FSC/logs included for Change Manager)
• Pre-authorizations; change KPIs & reports; change events (included for Change Manager)
• PII protection (included) and multi-modal change processes—ITIL, DevOps, Business (included)
• Advanced enterprise controls (optional in this edition): Multiple organizations; multiple workday schedules for SLAs/BPAs; load-balance/round-robin ticket routing.

Platform & integrations (included unless noted)

• Microsoft .NET 4.8 architecture; Web Services SDK; REST API; role & team security; global label editing
• Asset Discovery Expert (ADE) — optional add-on
• Directory & SSO: Microsoft AD, Azure AD, LDAP, ADFS, SAML 2.0

AI & automation products (optional for CM)

• Luma Virtual Agent — optional
• Luma AI Copilot (Knowledge) — optional
• Serviceaide Automation Orchestrator — optional.

Quick “Change Manager” snapshot (matrix-style)

Core process modules (included):

• Change Management, Release Management.

Key automation & workflow (included):

• Policy & SLA automation; approvals/notifications; templates; routing; email-to-ticket; tasks; SMS/VIP; global views; workflow automation.

Change governance (included):

• Config auditing; CAB; forward schedule; change logs; pre-auth; KPIs/reports; change events; PII; multi-modal change.

UX & portals (included):

• Dashboards, personalized workspaces, dynamic forms, User Center, mobile, SQL Search, reports, single portal, support for multiple portals.

Optional / add-ons (not core in CM):

• Incident, Problem, Knowledge, Service Request, Service Catalog/Portfolio, CMDB/Assets (enables business service mapping), enterprise multitennancy/workday schedules/routing, Virtual Agent, Luma AI Copilot (Knowledge), Automation Orchestrator, ADE.

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