ServiceAide
ServiceAide provides enterprise ITSM and ESM software, anchored by ChangeGear and the Luma AI agentic AI engine, targeting Fortune 100 enterprises in regulated industries including energy, healthcare, financial services, and government across global offices in the US, India, Brazil, and Europe.
- Company typePrivate
- Founded2016
- HeadquartersSan Jose, United States
- Headcount51–100
- GTM typeB2B
- OfferingSoftware
What ServiceAide does
ServiceAide is a private enterprise software company founded in 2016 and headquartered in Santa Clara, California, that provides IT service management (ITSM) and enterprise service management (ESM) solutions targeted at regulated industries. Its core platform, ChangeGear, delivers ITIL-aligned service desk, incident, problem, change, and asset management with built-in audit trails and native support for compliance frameworks including HIPAA, GDPR, NERC/FERC, SOC 2, and ISO 27001. The company sells primarily to Fortune 100-style enterprises in energy and utilities, financial services, healthcare, government, and education, with named customers including Florida Power & Light, ConEdison, Gainesville Regional Utilities, Point Broadband, Henny Penny, Academy Bank, Catholic Health, Fujitsu, and Safra.
The company's technical centerpiece is Luma AI, described as an "Agentic AI engine" and "conversational, policy-aware orchestrator" that powers Luma Virtual Agent (tier-1 support across MS Teams, Slack, WhatsApp, WeChat, and browser widgets), Luma Knowledge (semantic/RAG-based knowledge management with a differentiated Source of Record architecture that connects to live ITSM, CMDB, CRM, and HR systems rather than indexing static documents), and Luma AI Skills (automated decisions and proactive insights). The platform integrates with the broader enterprise DevOps toolchain (Jenkins, Docker, Chef, Puppet, Jira) and identity stack (Active Directory, ADFS, SAML 2.0 SSO). ServiceAide claims 50% reductions in service ticket workload and 4-6 week implementations for the standalone Change Manager product.
ServiceAide operates a subscription-based licensing model with named or concurrent user pricing, available as cloud or on-premises deployments, with CMDB and Asset Management as add-on modules. Enterprise ITSM tiers require a minimum of 500 end-user seats while Change Management standalone is priced at $2,800/month for 30 named cloud users. The go-to-market is enterprise field sales with a digital self-service layer (Storylane virtual tours, demo requests, multi-language website in English/Spanish/Portuguese). ServiceAide has global operations across six offices in the US (Santa Clara, Tampa), India (Hyderabad R&D), Brazil (São Paulo LATAM HQ), Switzerland (Bern via Wendia partnership), and Ukraine (Kiev), and has executed two acquisitions — Wendia in November 2020 and SunView Software in August 2021 — to expand its European footprint and ITSM capabilities. The company has raised $12M total since founding, with Arrowroot Capital Management as the disclosed investor.
ServiceAide firmographics
Firmographics- Name
- ServiceAide
- Legal name
- Serviceaide Inc.
- Website
- https://serviceaide.com
- Company type
- Private
- Founded year
- 2016
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- ServiceAide provides enterprise ITSM and ESM software, anchored by ChangeGear and the Luma AI agentic AI engine, targeting Fortune 100 enterprises in regulated industries including energy, healthcare, financial services, and government across global offices in the US, India, Brazil, and Europe.
- Ownership category
- akta.pro rank
ServiceAide industry classification
Industry- Product category
- IT Service Management (ITSM)
- NAICS
- Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373), Services-Computer Programming Services (7371)
- akta.pro primary industry
- IT Incident, Problem & Change Management Platforms (HDAEALAI)
- akta.pro secondary industries
- ITSM Platform Implementation & Administration (ServiceNow/JSM/BMC/etc.) (BPAEAJAC), Employee Experience (EX) & Digital Experience Monitoring Support (BPAEAJAO), Technical Documentation & Knowledge Management (Playbooks, Runbooks, Enablement Kits) (BPAEANAM), ITSM Managed Services (Run/Operate/Optimize) (BPAEAJAN)
Keywords
Where ServiceAide is headquartered
LocationHeadquarters
- HQ city
- San Jose
- HQ country
- United States
- HQ region
- North America
Offices6 records
Markets served
ServiceAide business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations
Revenue model
- Subscription Licensing: Subscription-based licensing model with named or concurrent users. Available on-prem or in the cloud. CMDB and Asset Management available as add-ons across all tiers.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | Change Management - Standalone change management with full audit trail, CAB meeting tools, multi-modal workflows (ITIL, DevOps, Business), and compliance reporting |
| Subscription | Annual | ITSM/ESM - Enterprise-grade ITSM with all modules, Luma AI Copilot, predictive analytics, multi-organization support, advanced workflow engine, and unlimited self-service portals |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels6 records
ServiceAide product offering
Product offeringCore offering
ServiceAide provides enterprise digital service management solutions including ITSM, ESM, and AI-powered service management platforms. The company offers products like ChangeGear ITSM, the Luma AI platform (Luma Knowledge, Luma Virtual Agent, Luma AI Skills), AISM, CMDB, and asset management tools designed to automate and streamline service delivery for large enterprises. Its offerings are deployed on-premises or in the cloud to serve Fortune 100 customers in regulated industries including energy, healthcare, financial services, and government.
Product overview
ServiceAide offers a portfolio of enterprise service management solutions centered on a platform-plus-modules architecture. The core offerings include the Digital Service Management Platform (DSM), which integrates ChangeGear ITSM and Luma AI for comprehensive ESM across IT, HR, facilities, and governance. ChangeGear provides standalone or bundled ITSM capabilities (Change Manager, Service Desk, Service Manager) with on-prem or cloud deployment. Luma AI is the Agentic AI engine powering knowledge management (Luma Knowledge), virtual agent support (Luma Virtual Agent), and automation skills (Luma AI Skills). Additional products include AISM for service providers, CMDB, Asset Management, POB (Point Of Business), SAMS for municipalities, and Automation Orchestrator. The portfolio serves regulated industries including energy/utilities, healthcare, government, education, financial services, and manufacturing.
Differentiator
Problem solved
Functional benefit
Brands
- Luma AI: The Agentic AI engine for service automation and user support, providing intelligent automation and insight for enterprise service management.
- Luma Knowledge
- ChangeGear
- DSM
- AISM
- ESM
Products and services
- Digital Service Management Platform (DSM)
- ChangeGear ITSM
Quantifiable outcome
- 50% reduction in service ticket workload
- +2 more outcomes
Companies that use ServiceAide
Customer profileNamed customers16 records
Segments9 records
Ideal customer profiles1 record
ServiceAide technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration16 records
AI capability11 records
Feature6 records
ServiceAide partnerships and signals
Strategic signalPartnerships
Twelve partnerships are on record, tiered core and minor.
- JenkinscoreIntegration with Jenkins for CI/CD pipeline connectivity. ChangeGear captures release artifacts and code changes automatically, enabling DevOps change management workflows.
- DockercoreDocker integration enables container-based change tracking and deployment automation within ChangeGear workflows.
- ChefcoreChef integration supports configuration management and infrastructure-as-code change tracking.
- PuppetcorePuppet integration enables automated configuration management within the change management workflow.
- JiracoreBidirectional Jira integration for issue tracking and project management synchronization.
- Microsoft TeamscoreLuma Virtual Agent supports Microsoft Teams as an AI-powered support channel for 24/7 virtual assistance.
- SlackcoreLuma Virtual Agent available via Slack for conversational AI support and ticket deflection.
- WhatsAppcoreLuma Virtual Agent supports WhatsApp as a messaging channel for customer and employee support.
- Active DirectorycoreActive Directory integration for identity and access management, enabling SSO and user provisioning.
- ADFScoreADFS (Active Directory Federation Services) integration for federated identity management.
- SAML 2.0 SSOcoreSAML 2.0 SSO integration for secure, standards-based single sign-on across enterprise applications.
- Wendia AGminorPartnership with Wendia AG in Switzerland for regional sales and support presence in European markets.
Scale indicators3 records
Recent moves6 records
Expansion highlights5 records
ServiceAide competitors and assessment
Company assessmentDirect peers
- ServiceNow: The dominant enterprise ITSM/ESM platform with Now Assist GenAI capabilities. ServiceAide competes directly with ServiceNow's incident, change, and service desk offerings across Fortune 100 buyers, though at a materially smaller scale.
- BMC Software (BMC Helix ITSM): Long-standing ITSM platform competing head-to-head with ChangeGear in regulated and large enterprise accounts. BMC Helix ITSM overlaps on incident, change, problem, and service request management.
- Ivanti: ITSM and IT asset management vendor serving enterprise and mid-market buyers. Ivanti Neurons and its ITSM suite compete with ServiceAide's ChangeGear and CMDB offerings.
- Atlassian (Jira Service Management): Jira Service Management is a direct ITSM competitor with strong DevOps integration (matching ServiceAide's Jira, Jenkins, Docker, and Puppet integrations) and is commonly shortlisted alongside ChangeGear in mid-to-enterprise deals.
- Freshworks (Freshservice): Cloud-native ITSM platform with Freddy AI for service desk automation. Freshservice competes with ChangeGear ITSM and Luma Virtual Agent across mid-market and enterprise segments.
- ManageEngine (Zoho): ManageEngine ServiceDesk Plus competes directly with ChangeGear ITSM, offering incident, change, problem, and CMDB capabilities plus AI assistance at lower price points common in mid-market and regulated enterprises.
- SysAid: Mid-market ITSM vendor with embedded AI service desk capabilities. SysAid competes with ServiceAide in IT service management and AI-assisted support, with overlapping SMB-to-mid-enterprise positioning.
Emerging players
- Moveworks: AI-native employee support platform delivering automated ticket resolution across IT, HR, and Finance. Moveworks overlaps with Luma AI Virtual Agent and Luma Knowledge on enterprise conversational AI for service desk.
- Aisera: AI service desk platform providing generative AI and agentic automation for ITSM, HR, and customer service. Aisera is an emerging competitor in the AI-powered service desk space where ServiceAide positions Luma AI.
Broad incumbents
- PagerDuty: Incident response and AIOps platform serving enterprise DevOps and IT operations teams. PagerDuty overlaps with ServiceAide's incident management, anomaly detection, and predictive analytics capabilities at the operations layer.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat4 records
Key risks5 records
Key highlights6 records
Customer concentration
ServiceAide social profiles
Digital presenceServiceAide compliance and trust
Trust signalCompliance9 records
ServiceAide financial estimates
Financial estimateRevenue estimate
Valuation estimate
ServiceAide leadership team
Management profileNumber of profiles
Profiles6 records
ServiceAide funding detail
Funding detailFunding overview
Funding rounds1 record
Investors1 record
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
ServiceAide M&A and investment
M&A and investmentM&A2 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about ServiceAide
What does ServiceAide do?
ServiceAide provides enterprise digital service management solutions including ITSM, ESM, and AI-powered service management platforms. The company offers products like ChangeGear ITSM, the Luma AI platform (Luma Knowledge, Luma Virtual Agent, Luma AI Skills), AISM, CMDB, and asset management tools designed to automate and streamline service delivery for large enterprises. Its offerings are deployed on-premises or in the cloud to serve Fortune 100 customers in regulated industries including energy, healthcare, financial services, and government.
Is ServiceAide a public or private company?
ServiceAide is a private company. It is classified as venture growth investor backed and is currently operating.
When was ServiceAide founded?
ServiceAide was founded in 2016. It employs 51 to 100 people.
Where is ServiceAide based?
ServiceAide is headquartered in San Jose, United States, in the North America region.
How does ServiceAide make money?
One revenue line is on record: subscription Licensing.
Who are ServiceAide's main competitors?
Direct peers on record are ServiceNow, BMC Software (BMC Helix ITSM), Ivanti, Atlassian (Jira Service Management), Freshworks (Freshservice), ManageEngine (Zoho) and SysAid. Emerging players are Moveworks and Aisera. PagerDuty is listed as a broad incumbent.
Does ServiceAide have an API?
Yes. ChangeGear offers full RESTful API capabilities for custom integrations, connecting with tools like Jenkins, Docker, Chef, Puppet, and Jira. It integrates with Exchange Web Services, POP3/SMTP, Active Directory, ADFS, and SAML 2.0 SSO. Luma AI provides native hooks and APIs for real-time answer delivery during user interactions, with unresolved queries able to route to agents instantly. Developer documentation is at Not specified.
What industry is ServiceAide in?
ServiceAide's product category is IT Service Management (ITSM). Its primary akta.pro industry code is HDAEALAI, IT Incident, Problem & Change Management Platforms, with a secondary code of BPAEAJAC, ITSM Platform Implementation & Administration (ServiceNow/JSM/BMC/etc.). Its NAICS code is 54151 and its SIC code is 7370.