ChangeGear: ITSM

Most ITSM tools look great in a demo… right up until you try to run real operations through them.

That’s when the messy stuff shows up: approvals that don’t match how your org actually works, change policies that live in PDFs no one follows, service requests that multiply across email and chat, and a backlog that grows even when headcount doesn’t. The “tool” becomes one more place people have to update, instead of the system that actually runs the work.

ChangeGear was built for the opposite outcome: get the core processes working quickly, stabilize service delivery, and then give you the flexibility to tailor workflows, governance, and self-service as your environment evolves. In other words, it’s designed to take you from 0 to 80 fast, then let you customize the last 20% without turning every change into a development project.

And it’s not a standalone point tool. ChangeGear is the ITSM engine inside Serviceaide DSM (Digital Service Management)—a platform made up of ChangeGear (ITSM) and Luma (AI + Knowledge), working together to reduce manual effort and improve the service experience.

What ChangeGear Is

ChangeGear is Serviceaide’s IT Service Management product—built for teams that need ITIL-aligned service operations plus real change governance, automation, and scalability.

It includes the standard ITSM foundation (incident, problem, requests, catalog, knowledge, reporting), but the platform’s roots and maturity are especially strong in change management. Your own datasheet calls out that ChangeGear originally began as a change management solution and remains one of the more mature and robust change offerings in the market.

It’s also designed to support enterprise needs like configurable workflows, multiple portals, and integration patterns that work at scale.

Serviceaide DSM: ChangeGear + Luma

Here’s the simplest positioning that matches how modern buyers think:

ChangeGear is the workflow and ITSM system of record. Luma is the AI and knowledge layer that makes the experience “digital.”

In your DSM overview, Serviceaide describes a modern service management approach that uses automation and AI to improve productivity and operational efficiency across IT and business functions. ChangeGear DSM is described as comprehensive, AI-driven, automated service management designed to deliver better user experiences and sustainable productivity improvements.

Practically, that means you don’t just “track tickets.” You can also shift repetitive work into self-service, deliver consistent answers, and help analysts move faster through summaries, recommendations, and smarter intake.

ChangeGear Editions: Change Manager, Service Desk, Service Manager

ChangeGear is packaged in a way that makes adoption simple.

You can start with Change Manager if your urgent need is change control, governance, and approvals. You can move to Service Desk for broader ITSM processes. Or you can run with Service Manager as the more complete service management package. Your feature matrix lays out how capability expands across these editions, including process modules, user experience features, and advanced enterprise controls.

This is important because it aligns with how enterprises actually buy: most teams don’t want a risky “rip and replace everything” program on day one. They want a platform that can start where the pain is greatest and expand when the organization is ready.

Product Tour: What You’ll See (Embed Your Tour Here)

Add your Storylane / video tour embed here.

In the tour, you’ll see the flow that matters in real operations—how work is requested, governed, approved, automated, and resolved. Here’s a quick preview of what to highlight:

You start with intake: requests come in through a service portal or other channels, then get guided into the right workflow. ChangeGear supports service request management and catalog-driven services, and your materials describe portal-based self-service as a central place for end users to locate solutions and request help.

Then you move into process execution: workflows route tasks, approvals, notifications, and SLAs. Your feature matrix shows workflow automation, approval routing, SLA management, email approvals, and routing features designed to keep work moving without manual chasing.

Finally you see the “digital” layer: Luma’s virtual agent and AI knowledge capabilities reduce Tier-1 load by handling common requests and helping users find the right answers quickly. The datasheet explains that the virtual agent can resolve common high-volume requests (like password resets or Wi-Fi help), and can create a fully formed ticket when an analyst is needed.

If you want the tour to convert, don’t just show screens—show the “before → after” narrative: fewer repetitive questions, cleaner change approvals, faster routing, and a more consistent experience for end users.

Who ChangeGear Is For

ChangeGear is for organizations that are past the point where “ticketing” solves the problem.

It fits best when you have any of the following realities:

You have meaningful change volume and risk—and need approvals, controls, scheduling, and audit trails that aren’t fragile. Your datasheet highlights advanced change capabilities like multi-modal change processes and structured approvals, plus change windows and blackout periods.

You have scale. That might mean multiple teams, multiple portals, multiple service offerings, or multiple stakeholder groups. The feature matrix includes support for multiple published self-service portals and enterprise options like multiple organizations.

You need to move quickly without giving up control. Your DSM materials emphasize no-code customizable workflows and automation so you can define processes that match your business, while still benefiting from a ready-to-run foundation.

And it’s especially relevant when knowledge is a bottleneck—because DSM pairs ChangeGear with Luma to shift support left through AI-driven self-service and knowledge delivery.

Who It’s Not For

If a team only needs a lightweight ticket inbox with minimal governance, and they’ll never mature beyond basic routing and email notifications, ChangeGear may be more platform than they need.

ChangeGear is designed for organizations that expect processes to evolve, change control to matter, and service operations to be measured and improved over time.

Our Product (Ad-Lib Positioning)

ChangeGear is that system that actually runs the work.
It’s built to get you live quickly with ITIL processes already there, and that takes you from 0 to 80 without a year-long build.

Then the last 20% is where you tailor workflows, forms, routing, portals, and governance to match how you operate—without turning every adjustment into a custom dev project.

Unlike tools that push you into one rigid way of working, ChangeGear is designed to be configurable across teams, services, and risk levels—with automation and controls that scale as you scale.

And unlike standalone ITSM platforms that stop at “manage tickets,” Serviceaide DSM pairs ChangeGear with Luma so self-service and knowledge become a real operating layer—reducing repetitive requests and improving the user experience through a virtual agent and AI-driven knowledge delivery.

One Platform, Modular Adoption

Some organizations start with ChangeGear because change control is the pain. Others start because the service desk needs stability. Others start because assets and configuration data are scattered.

The point is: you can adopt ChangeGear in the way that matches your reality.

Your materials support this modular story clearly—ChangeGear covers the standard ITSM processes (incident, problem, change, release, request, catalog, knowledge, CMDB, asset management), and it can be packaged as Change Manager, Service Desk, or Service Manager depending on scope.

Where to Go Next

If you’re evaluating ChangeGear seriously, the fastest path is to watch a short tour and then map your first “0→80” rollout:

Start with one high-impact workflow (often change or service requests), get intake and approvals working cleanly, then expand into automation, portals, knowledge, and AI self-service.

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