ChangeGear Digital Service Management: AI-First ITSM and ESM Without the Drag

Most teams are drowning in tickets, requests, approvals, and hand-offs—across IT and the rest of the business. Assets multiply, processes splinter, and the manual work never stops. ChangeGear Digital Service Management (DSM) is Serviceaide’s answer: a complete, AI-driven platform that unifies service, knowledge, change, and automation so you can handle today’s real-time demands efficiently and at scale. It combines conversational support, GenAI knowledge, process orchestration, and robust ITSM/ITAM into one modern experience for both IT and enterprise functions.

Why teams choose ChangeGear DSM

ChangeGear DSM is built to eliminate low-value work and speed up everything else. A GenAI-based Virtual Agent meets people where they are—on Microsoft Teams, Slack, WhatsApp, WeChat, and browser widgets—and resolves routine needs 24×7, with an instant transfer to a human whenever live assistance makes more sense. Underpinning that, GenAI-based Knowledge Management guides users to precise answers and can even recommend or draft new content; analysts simply review and publish. You decide which external sources can be used and what content is allowed to be created or leveraged, so governance stays intact while self-service scales.

Behind the scenes, a CMDB with built-in discovery keeps configuration data in sync across networked and cloud resources. A mobile app reduces the effort to manage assets where they live—whether physical, networked, or IP—so lifecycle accuracy goes up while fieldwork goes down. And because change is where risk concentrates, Governance, Change and Risk (GCR) provides advanced change management to plan and execute any type of change, actively manage risk, and satisfy stringent audit controls in regulated industries.

What’s standard in every bundle

Every ChangeGear DSM bundle starts with the same AI-first foundation. You get no-code customizable workflows and automation to model processes the way your business actually works—plus the flexibility to create unique flows for specific change types, service types, asset classes, or user groups. Asset Management and Discovery improve awareness and control out of the box. And the Luma Virtual Agent plus GenAI Knowledge pair to deliver staff-less Tier-1 assistance, escalate cleanly, and continuously improve answers based on real usage.

For IT service operations, the platform includes the full ITSM core: incident, request, problem, service catalog, service level management, release, governance/risk/compliance for change, configuration management, asset management and discovery, measurement and reporting, a no-code drag-and-drop workflow engine, and unlimited automations to remove repetitive work. You also get five brandable self-service portals, a mobile voice-enabled application, a development/test environment, free cloud upgrades, SOC II compliance, and hosting in an ISO 2700x / SSAE 16 / ISAE 3402 Type 2 data center.

IT Digital Service Management vs. Enterprise Digital Service Management

ChangeGear DSM comes in two deployment patterns so you can start where you are and expand without re-platforming.

IT Digital Service Management focuses on transforming IT with AI-first ITSM + ITAM. Most organizations can handle 50%+ of user requests digitally by combining conversational intake, knowledge-backed answers, and automation. Analysts get cleaner tickets with the right context; end users get faster outcomes.

Enterprise Digital Service Management adds enterprise-wide orchestration. You receive everything in the IT package plus capabilities designed for business functions: Unlimited Flex Modules to configure services for any department without code; Business Process Orchestration that spans multiple systems and stakeholders (internal and external); Knowledge Anywhere, an enterprise knowledge hub grounded in KCS principles that unifies content from websites, Confluence, SharePoint, custom apps—wherever knowledge lives; GenAI-based Copilot that summarizes tickets, surfaces recommendations and trends, and accelerates reviews; and Unlimited brandable self-service portals so each department can deliver a tailored experience without creating silos.

Channel-native, integrated, and extensible

Adoption soars when people can get help inside the tools they already use. ChangeGear DSM’s GenAI-based Virtual Agent supports MS Teams, Slack, WeChat, WhatsApp, and web widgets, and the platform supports over 30 business applications alongside all leading communication channels. That means you can expose a comprehensive service catalog—from password resets to employee onboarding—and let users self-serve or converse their way to a resolution without context-switching.

Built for analysts and end users

Analysts work faster with Luma Copilot, which can summarize tickets to speed triage and next steps. An improved Design Studio makes it easy to design new processes with an intuitive canvas and simplified approval phases, so teams can evolve workflows as policies and risks change. End users benefit from information-rich portals and an always-on virtual agent that can answer, route, or fulfill—whatever gets them to done the fastest.

Results you can feel across the business

By leveraging automation and AI across technical workflows and business services, organizations cut manual steps, reduce cycle times, and improve user experience—without sacrificing governance. The combination of conversational intake, precise knowledge, rigorous change controls, accurate CMDB data, and orchestration across apps and departments gives you sustainable productivity and cost improvements that traditional tools can’t match. In short: less toil, more transparency, and a service operation that actually keeps up with the pace of change.

Get started

Whether you begin with IT or launch across HR, Facilities, Security, or Compliance, ChangeGear DSM meets you where you are. Stand up your top services first, wire in knowledge and automations, and expand department by department with Flex Modules and unlimited portals. When you’re ready to see how AI-first service management looks in your environment, talk to a Serviceaide solution expert and we’ll map your first thirty days.

‍