Last updated 07-30-2026
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Serviceaide
Serviceaide is an enterprise customer support and service management suite built around ChangeGear ITSM, the DSM platform, and Luma AI. It handles incidents, service requests, change approvals, asset tracking, and knowledge bases from one stack, with a virtual agent that deflects repetitive tickets before they reach analysts.
Where many help desk tools bolt a chatbot onto ticketing, Serviceaide grew from ITSM into enterprise service management (ESM). The same workflows that run IT support can extend to HR, facilities, and compliance teams, with Luma AI routing work, surfacing knowledge, and calling external systems through configurable skills.
The buyer profile is mid-market and Fortune 100 organizations drowning in ticket volume, especially regulated industries that need audit trails on every change. Florida Power & Light, Con Edison, and Henny Penny appear on the customer list. Pricing starts around $1,800 per month for knowledge management (minimum 1,000 end-user seats) and scales through custom ESM deployments.
Luma AI virtual agent handles natural-language requests and deflects tickets before they reach analysts
ChangeGear ITSM covers incidents, requests, assets, and service catalog in one ChangeGear deployment
Knowledge Management plan starts at $1,800 per month for about 2,000 end users (1,000-seat minimum)
Change Management plan starts at $2,800 per month for about 30 named cloud seats (10 analyst-seat minimum)
DSM extends service workflows beyond IT to HR, facilities, and governance teams
Site and product UI available in English, Spanish, and Portuguese
Bundles ITSM, ESM, change management, and AI ticket deflection in one vendor stack instead of stitching point tools together.
Published per-module pricing gives a starting point ($1,800/mo knowledge, $2,800/mo change) before custom ESM quotes.
Luma AI skills can call external APIs, which customers like Gemdale used to deploy property service workflows quickly.
Multilingual site and product support in English, Spanish, and Portuguese for global enterprise rollouts.
No self-serve or free tier; every plan requires enterprise seat minimums starting at 1,000 end users for knowledge management.
ITSM-ESM pricing is quote-only, so total cost depends on discovery, implementation scope, and integration work.
Typical implementations run 4-12 weeks, which is a longer onboarding window than lightweight SaaS help desks.
What does Serviceaide do?
Serviceaide provides enterprise ITSM and ESM software that combines ChangeGear, the DSM platform, and Luma AI. Teams use it to manage incidents, service requests, change approvals, assets, and knowledge bases while an AI virtual agent deflects repetitive tickets.
How much does Serviceaide cost?
Serviceaide lists Knowledge Management at $1,800 per month (example for 2,000 users, 1,000-seat minimum) and Change Management at $2,800 per month (example for 30 named cloud seats, 10-seat minimum). ITSM-ESM pricing requires contacting sales, with a 500 end-user seat minimum.
What is Luma AI in Serviceaide?
Luma AI is Serviceaide's agentic AI engine for service automation. It powers virtual agents, knowledge search, work routing, and customizable AI skills that can call external APIs, helping teams resolve issues without opening tickets.
Which departments can use Serviceaide?
Serviceaide targets IT, HR, facilities, compliance, and operations teams through its ESM approach. The DSM platform is described as a CoPilot for IT, HR, Facilities, and Governance, extending the same service workflows across departments.
Does Serviceaide offer a free plan?
Serviceaide does not list a free tier. All published plans are enterprise subscriptions starting at $1,800 per month for Knowledge Management, with ITSM-ESM requiring a custom quote through the sales team.
What languages does Serviceaide support?
Serviceaide's website and product interface are available in English, Spanish, and Portuguese. Visitors can switch languages from the site header on the homepage and product pages.