Serviceaide official website | Luma AI, ITSM features and pricing plans

A one-sentence summary

Serviceaide is a portfolio of products for the management of digital enterprise services and for AI-driven automation; it utilizes modules such as ChangeGear, Luma AI, knowledge management, CMDB, as well as asset and change management functions, to help IT and business teams unify requests, knowledge, configurations, approval processes, and automation workflows.

Tool Introduction

Serviceaide is not a single AI chatbot; rather, it is a provider of enterprise service management software. It combines ticketing processes, corporate knowledge, natural language virtual assistants, machine learning-based recommendations, and cross-system automation to cover areas such as IT, HR, finance, facilities, and customer operations.

The product can function as a complete ITSM or ESM platform, or Luma can be used as an intelligent front end for existing service management systems. Companies can retain their existing systems as the System of Record, while Luma takes care of tasks such as conversations, task routing, information collection, approval processes, notifications, and workflow execution.

Product composition

Product or module	Main positioning	Primary use	Deployment instructions
ChangeGear	ITSM and Enterprise Service Management	Events, issues, requests, changes, releases, knowledge, catalogs, and configurations	Supports cloud, on-premises, and hybrid options
Luma Virtual Agent	Dialog-based service entry point	Natural language Q&A, self-service, order creation, and process execution	Can be embedded in portals or integrated with messaging channels
Luma Knowledge	AI Knowledge Management	Federal search, knowledge graphs, content moderation, and FAQ generation	It can be purchased independently or used in combination with a virtual assistant.
CMDB	Configuration management database	Manage configuration items, relationships, change impacts, and service context.	Integrated with service and change management processes
Asset Management	IT asset management	Track the asset lifecycle and identify as well as manage its status.	Permits can be based on the criteria of asset discovery or management.
AISM	AI Priority Service Management	Proactive suggestions, intelligent routing, and automated service operation	Based on the implementation of the corporate plan
POB Platform	Point of Business workflow	Requests and business processes for non-IT departments	Suitable for cross-departmental service delivery
SAMS	Municipal service management	Automating and managing urban public services and operations	For government and municipal use cases

ChangeGear service management

ChangeGear offers ticketing and change management capabilities based on ITIL practices; it allows for the configuration of forms, fields, workflows, service catalogs, and portals. It can support comprehensive service management, or it can be acquired as a separate module such as Change Manager, Service Desk, or Service Manager.

Events and service requests

The platform receives events, inquiries, and requests for standard services in a unified manner, and assigns them based on priority, category, team, and service level. An action-oriented interface along with a workflow engine help analysts reduce the need for manual task routing.

Problems and knowledge

Issue management is used to identify recurring events and their root causes, while the knowledge base transforms solutions into reusable content. Luma can display relevant knowledge to users before they submit a ticket, and it can also feed back interactive feedback into the knowledge management process.

Service catalog and self-service portal

Enterprises can configure service catalogs, forms, eligibility criteria, approval processes, and fulfillment workflows; users submit requests through a portal or a chat interface. The portal can be customized based on individual users or business groups.

Change and Release Management

ChangeGear supports various change processes, hierarchical approval mechanisms, change windows, freeze periods, as well as controls for testing and rollback. Changes that are high-risk or sensitive from a compliance perspective are automatically forwarded to security and compliance officers for review.

CMDB and impact analysis

Configuration items and their relationships provide a contextual framework for events, issues, and changes, enabling teams to determine which systems and business processes are affected by a particular change. The value of a CMDB relies on accurate identification of components, clear ownership of data, and ongoing updates; it cannot be established through a one-time data import alone.

Asset management

The asset module covers information such as discovery, registration, status, ownership, and lifecycle, and can be integrated with configuration and service requests. When making purchases, it is necessary to distinguish between the billing methods for assets that have been discovered, assets that are under management, and CMDB configuration items.

Luma Virtual Agent

Luma Virtual Agent makes use of natural language processing to understand everyday expressions; it can answer questions via text or voice, provide recommendations, identify items in the service catalog, collect request information, and generate well-structured tickets when necessary.

Multiple entry points

Virtual assistants can be integrated as web components and connected to platforms such as Slack, Microsoft Teams, Facebook Messenger, WhatsApp, and WeChat. The availability of these platforms, regional restrictions, and voice capabilities depend on the current version and the enterprise contract in place.

Knowledge-driven self-service

Luma determines whether the user is looking for knowledge or seeking a service, and then provides more relevant articles, steps, or directory entries. When sufficient knowledge is not available or human intervention is needed, it can collect relevant context and create a ticket.

Process execution

As long as the system provides appropriate APIs, service interfaces, or MCP servers, Luma can handle tasks such as request orchestration, approval processes, employee onboarding and offboarding, distribution of assets and software, status inquiries, and notifications. It is also possible to utilize existing workflows from other systems, rather than having to develop them again within Luma.

Common IT automation

Reset passwords, unlock accounts, and manage users in Active Directory.
Connect to LDAP for authentication or directory-related operations.
Check the status of Windows and Linux services, and start or stop them based on permissions.
Apply for, configure, or recycle virtual machines in AWS or Azure.
Execute approved PowerShell, SSH, or SQL automation tasks.
Synchronize work orders via eBonding connectors, and send surveys, emails, and notifications.

Luma Knowledge

Luma Knowledge stores content, usage patterns, and relationships in the form of knowledge graphs, and it improves the quality of the knowledge available by employing AI for searching, providing automated organization suggestions, and using metrics related to content quality. It focuses not only on finding answers but also on identifying which knowledge is missing, redundant, outdated, or not being used.

Knowledge Management Module

Embeddable AI Search and Explore components for use in portals and business applications.
Topic and metadata generation based on NLP reduces the need for manual labeling.
Dialog-based guidance for searching helps users narrow down the scope of their questions.
FAQs are generated automatically, but this feature clearly requires an internet connection.
Content recommendation based on NLP and machine learning, health metrics, and usage KPIs.

Enterprise Knowledge Hub

An enterprise knowledge center enables federated access to information across multiple systems and can be integrated into various applications. Common platforms include ITSM, HR, Salesforce, SharePoint, and Confluence; enterprises can retain their existing knowledge systems while establishing a unified access layer.

AI and machine learning capabilities

Intelligent priority and allocation

The service management module can use historical data to recommend priority levels for requests, as well as appropriate teams and solutions, and it can automatically fill in the key fields. It is recommended to review these recommendations in light of the current organization’s structure, service level requirements, and any relevant rules related to significant events.

Suggestion Center

The Suggestion Center displays suggestions related to the current record to the service staff, thereby reducing the need for searching and re-entering information. The Field Recommender can suggest field values based on the context, helping to create more complete and actionable work orders.

Responsible AI

The platform stresses the need to avoid sending unnecessary confidential information or personal data to large models or keeping such data in logs, in both dialogue and automated processes. Companies should still determine on their own which fields should be masked, which fields are allowed to be used, which model providers to employ, as well as the relevant regional considerations and retention strategies.

Complete workflow

Users can submit questions or service requests through the portal, messaging apps, voice, or email.
Luma identifies the language, intent, user identity, and context to determine whether it is a knowledge query or a process request.
The system searches federal knowledge bases, service catalogs, CMDBs, and historical service records to provide answers or collect the necessary fields.
If it can be resolved independently, Luma displays the steps and confirms the result; otherwise, a native or external workflow is invoked.
Approval, identity, assets, changes, or high-risk conditions trigger the corresponding controls, and are referred to human intervention when necessary.
The processing results are written back into the system records, status updates and notifications are sent to the users, and feedback on satisfaction is collected.
The team reviews trends, knowledge gaps, and recommendation results to improve content, categorization, processes, and automation.

Usage tutorial

Plan the implementation of Serviceaide

Determine whether what needs to be addressed is knowledge retrieval, the service desk, changes, assets, CMDB, or cross-departmental processes.
List the existing ITSM, identity, HR, CRM, ERP, knowledge base, and messaging channels.
Statistical metrics such as request volume, resolution time, fallbacks, repeated contacts, and service level are used as a baseline.
Select a process that is carried out frequently and with regular consistency, and define the criteria for success, failure, and manual intervention.
Choose cloud, on-premises, or hybrid deployment based on data residency, customization, integration, and operational capabilities.

Build a knowledge system

Identify authoritative knowledge sources, content owners, approval rules, and expiration periods.
Connect to ITSM, SharePoint, Confluence, or other channels to verify permission inheritance and federated search.
Check the topics, metadata, FAQs, and content suggestions generated by AI to avoid publishing them without review.
Use real user questions to test search recall, answer relevance, and handling of no results.
Regularly check the health of the content and the relevant KPIs, merge duplicate content, and fill in any gaps that occur frequently.

Launch Luma Virtual Agent

Select Web, Teams, Slack, or other initial channels, and configure identity and session permissions.
Import service catalogs and knowledge contexts to establish intents for common expressions and collect the necessary information.
Connect passwords, accounts, cloud resources, or ticketing processes to the testing environment, assigning only the minimum required permissions.
It covers normal, blurred, malicious, and unauthorized inputs; when an error is detected, the process stops and the matter is referred to a human operator.
Start with a small group of users, observe the resolution rate, errors that occur, the quality of orders created, and user satisfaction before expanding the rollout.

Configuration change management

Define the standard, normal, emergency, and regulatory change types as well as the required fields.
Establish risk scoring, approval hierarchies, change windows, freeze periods, and separation of duties.
Link configuration items, services, customers, or regulatory regions to change records.
Mandatory checks are in place for testing, rolling back, verification, and evidence; progress cannot proceed in the absence of these checks.
After going live, analyze failures related to changes, urgent modifications, and approval bottlenecks, in order to continuously optimize the rules.

Which users are it suitable for

Corporate IT Help Desk:Unify events, requests, knowledge, assets, and automated processing.
Change and Release Team:Control complex changes through approval, risk, window, rollback, and audit mechanisms.
Knowledge Management Team:The federation searches for enterprise content and monitors the health and gaps in knowledge.
HR, Finance, and Facilities departments:Expand the service management approach to onboarding, procurement, access, and facility requests.
Healthcare, financial, and energy agencies:Regional deployment, auditing, data control, and regulatory change processes are required.
MSP, BPO, and ITO service providers:Leverage multi-tenancy and configurable workflows to deliver services to multiple clients.
Government and municipal organizations:Handle public requests and internal operations through SAMS and workflow management.

Product advantages

The products cover ITSM, ESM, knowledge management, configuration management, asset management, change management, as well as AI functionalities, thereby reducing the need for multiple separate tools.
Luma can serve as an intelligent front end for existing systems, and it is not necessary for all customers to replace their System of Record immediately.
Knowledge graphs, federated search, and content moderation enable AI to be built on governed knowledge autonomously.
Natural language interfaces and messaging channels reduce the barriers for users to find portal forms.
ChangeGear supports mature scenarios for change approval, scheduling, freezing, and auditing.
You can choose SaaS, on-premises, private cloud, or a hybrid approach to suit the requirements regarding data placement and existing system conditions.
Some example prices for licenses and the minimum number of seats are disclosed, making it easier to estimate costs compared to enterprise products for which a full quotation is required.

Restrictions and Precautions

There are many product lines, and the boundaries between Luma, ChangeGear, AISM, CMDB, and the knowledge modules can be easy to confuse.
The pricing page shows only some examples; the actual costs for licensing, implementation, integration, and services will need to be determined during the discovery phase.
The resolution rate and quality of recommendations provided by virtual assistants depend on the availability of knowledge, catalogs, historical data, as well as the maturity of the interfaces.
The ability to execute PowerShell, SSH, SQL commands or manage cloud resources requires strict permission and approval controls.
If federal search does not properly inherit the permissions of the source system, it may expose content to users who should not have access to it.
Machine learning-based recommendations may perpetuate historical biases or prioritization errors, requiring ongoing sampling and correction.
In older documentation, the ISM designation may coexist with the current names ChangeGear, AISM, and DSM; it is necessary to check the current SKU when making a selection.
Multiple deployment options enhance flexibility, but they also lead to differences in responsibilities regarding upgrades, patches, disaster recovery, and support.

Prices and packages

As of August 22, 2026, the official website lists the following examples of dollar-based licensing fees. These prices are not equivalent to the final quotes; the implementation timeline and service fees vary depending on the scope, integration requirements, and customer specifications. The website makes it clear that the amounts shown are merely the licensing fees.

Plan	Example prices	Billing cycle	Example scale and minimum amount	Implementation time	Primary uses
Knowledge Management	1,800 dollars	Monthly	Example: 2,000 users; a minimum of 1,000 end-user seats	4 to 8 weeks	Corporate knowledge, reliable answers, and intelligent self-service
Change Management	$	Monthly	Example: 30 cloud-based named users; a minimum of 10 analyst seats	8 to 12 weeks	Risk, approval, testing, rollback, and auditing
ITSM - ESM	Contact sales	Customization	A minimum of 500 end-user seats; quantity discounts are available	8 to 12 weeks	Integration of IT and business service management
Luma Virtual Agent	Not made publicly available separately	According to the plan	Can be integrated with service platforms or enterprise support systems	By range	Dialogue self-service and process orchestration
Implementation and professional services	Not included in the sample licensing price	By project	Scope, connectivity, and customer requirements determine it.	Based on the findings	Configuration, migration, integration, and deployment

Key points for choosing prices

How are end users, analysts, naming users, concurrent users, and assets billed separately?
Are Luma, Knowledge, CMDB, Asset, the AI feature set, and advanced changes considered additional modules?
Licensing, infrastructure, and upgrade responsibilities for cloud, on-premises, private cloud, and hybrid deployments.
Costs for implementation hours, historical data, content organization, custom connections, and training.
SLA, support levels, testing environments, disaster recovery, and rules for price increases upon renewal.

Deployment method

Method	Support status	Suitable scenarios	Primary responsibility
SaaS cloud	Support	Organizations that wish to have their updates maintained by the supplier	Supplier operation platform, customer management configuration and access
Local deployment	Some products are supported.	Strict data control or old system environment	The customer is responsible for more tasks such as infrastructure management, patching, and recovery.
Private cloud	Supports specific regulatory schemes	A dedicated environment and location are required.	The contract specifies isolation, operation and maintenance, as well as upgrades.
Hybrid deployment	Support	Cloud services coexist with on-premises systems.	Both parties jointly manage the connections, networks, and failure boundaries.
Multi-tenant	Support	MSP, BPO, and ITO service providers	Tenant isolation, delegated permissions, and customer-level reporting are required.

Security, Privacy, and Compliance

The regulatory changes page on Serviceaide lists the capabilities related to SOC 2, ISO 27001, GDPR, HIPAA, and PCI, and offers options for data encryption, data residency in specific regions, private clouds, and on-premises solutions. Certification status, applicable products, regions, and validity periods must be confirmed through reports or original certificates at the time of purchase.

The privacy statement states that the company handles information related to registration, communication, trials, billing, and usage, and that business support may be provided by affiliated companies and service providers bound by contracts. It also supports California consumers’ rights to be informed, to have their information corrected or deleted, to restrict the use of sensitive data, and to avoid discrimination.

Security projects	Available capacity	Implementation suggestions
Access control	Authorized users, account security, and configurable permissions	Combines SSO, MFA, and role-based verification.
Encryption	Static and transmission encryption	Request algorithms, keys, backups, and product scope
Data residency	Regional, private cloud, and on-premises options	Enter the contract details and confirm support for access to the location.
Audit	Approval timestamp, action records, and evidence export	Verify integrity, fields, and retention period.
Sensitive data	Field masking, obfuscation, and Responsible AI	Restrict the content sent to large models and logs.
Backup	The SaaS terms specify that backups are performed on a 24-hour cycle.	Confirm recovery point, recovery time, and deletion propagation.
Third party	Affiliated companies and service providers can be entrusted to handle it.	Request sub-processors, DPA, and information on cross-border transfers

API, MCP, and Integration

Luma enables communication with external systems through APIs, Webhooks, service interfaces, and MCP, while also allowing the use of existing workflows from other platforms. ChangeGear can exchange data with other ticketing systems via eBonding, and it can integrate with systems related to identity management, cloud services, HR, CRM, and ERP.

Public websites do not specify any unified API packages, rate limits, or all available endpoints; the scope of development is usually determined by specific products and customer contracts. MCP is the current method for discovering and invoking tools, but it does not mean that older versions or all products support it automatically.

Open-source status

The Serviceaide platform, Luma AI, ChangeGear, and the related models are commercial, closed-source software; no official public core source code, SDKs, or model weights have been made available. The API functions and MCP capabilities listed on the official website are intended for use in integrating with commercial products, and therefore the entire platform cannot be considered open source.

Basic information

Project	Content
Tool name	Serviceaide
Development company	Serviceaide, Inc.
Product type	ITSM, ESM, knowledge management, virtual assistants, and enterprise automation
Main products	ChangeGear, Luma AI, CMDB, Asset Management, AISM, POB, and SAMS
Price pattern	Some example monthly fees, minimum seat counts, as well as enterprise pricing and implementation services
Is registration required?	Companies need to purchase or obtain a trial account.
Chinese support	The complete Chinese interface and services have not been confirmed.
Deployment	SaaS, on-premises, private cloud, and hybrid – depending on the product and contract.
API and MCP	Enterprise integration is supported; specific details vary by product.
Is it open source?	No, commercial closed-source product portfolio
Primary channels	Portals, Web components, Teams, Slack, and various messaging apps

Recommendation score

Recommendation score: 4.3 / 5. Serviceaide is suitable for medium to large organizations that need to integrate mature service management, corporate knowledge, AI-driven self-service, and cross-system functionality, while also valuing flexibility in terms of changes, auditing, and deployment.

The points lost stem mainly from complex product naming and module boundaries, the fact that the final cost can only be determined through sales, as well as the dependence of AI performance on the quality of the relevant knowledge and interfaces. When making a selection, it is necessary to first clarify the required SKUs and the boundaries of system records.

Frequently Asked Questions

What is Serviceaide?

It is a portfolio of digital service management products for enterprises, covering ITSM, ESM, knowledge management, configuration management, asset management, change management, as well as AI virtual assistants – it is not just a simple chat tool.

Is Serviceaide free?

There is no publicly available permanent free version. The website mentions options for demos or product trials, but long-term use requires a license; some products come with a trial monthly fee, and for ITSM and ESM solutions it is necessary to contact sales.

How much does Knowledge Management cost?

The example provided on the official website is $1,800 per month for 2,000 users, with a minimum of 1,000 end-user licenses. This amount is merely an example of the licensing cost and does not include implementation services.

How much does Change Management cost?

The example provided on the official website shows that 30 cloud-based named users cost $2,800 per month, with a minimum of 10 analyst seats. The final price will depend on the scope, deployment, and services involved.

Can Luma be integrated with existing ITSM systems?

Yes. Luma can serve as a front-end interface for existing ITSM, ESM, or other business systems, allowing calls to existing processes through APIs, service interfaces, Webhooks, or MCP.

Which messaging apps does Luma support?

Public information lists channels such as Slack, Microsoft Teams, Facebook Messenger, WhatsApp, and WeChat; embedded Web interfaces are also supported. The actual availability varies depending on the version and region.

Is an internet connection required to generate FAQs?

It is necessary. The data sheet from Luma Knowledge clearly states that FAQ Generation requires an internet connection.

Is local deployment supported?

ChangeGear and certain regulatory solutions explicitly support local, private cloud, or hybrid options. The combination of Luma and other components to be used must be determined based on the specific order.

Are APIs or MCPs available?

It supports integration via enterprise APIs, Webhooks, service interfaces, and MCP, but not all endpoints and pricing details are publicly available. It is necessary to obtain the technical documentation for the respective product before implementation.

Is Serviceaide open source?

It is not open source. Its platform and AI components are commercial software; the provision of integration interfaces does not mean that the source code, SDKs, or model weights are made available.

Can it completely replace desk staff?

No. The platform can handle requests related to knowledge retrieval and rule application automatically, but major events, complex issues, unauthorized actions, complaints, and high-risk changes still require human intervention.

Summary

Serviceaide combines ChangeGear for service management, Luma for natural language interfaces, knowledge graphs, CMDB, and asset and change governance; it enables the creation of comprehensive ITSM and ESM solutions, while also adding AI-powered self-service and process orchestration capabilities to existing systems.

Before making a purchase, it is necessary to clarify the product modules, the minimum number of licenses required, the costs associated with licensing and implementation, the methods of deployment, the System of Record, as well as the boundaries regarding AI data. Pilot projects using real-world data and frequent requests should be carried out to evaluate the resolution rate, the quality of service tickets, permissions, audit capabilities, and overall costs.

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