Serviceaide targets IT, HR, facilities and governance teams that are overwhelmed by high ticket volumes, disconnected systems and slow change processes. Its core ITSM product, ChangeGear, covers incident, request, change, asset, knowledge and service catalog management in one platform, with an emphasis on automating the change approval workflow, assessing change risk and keeping regulated processes auditable. It is positioned as an intelligent copilot for service delivery rather than a single-purpose service desk.
Luma AI is the agentic layer across the platform. It provides conversational self-service, an AI-powered virtual agent, a suggestion center and a field recommender, backed by Luma Knowledge so users can reach curated answers where they already work. Actions taken by Luma are grounded in the organization's knowledge, permissions and policy — an important control for regulated industries — and the company also offers purpose-built agents for diagnostics, web, email and self-service portal scenarios. Serviceaide markets a complimentary diagnostic analysis that surfaces hidden service issues and proposes fixes for approval, aimed at saving hundreds to thousands of operational hours per month.
AISM extends the platform to service providers, unifying incident management, workflow, collaboration and analytics across business units. The vendor publishes customer testimonials citing ticket deflection, self-service portal adoption and freed-up developer time, supports English, Spanish and Portuguese, and runs an active resource library, blog and newsroom.
