Wai Wong

Founder, President and Chief Executive Officer Serviceaide, Inc.

Last Reviewed: September 18, 2026

Executive Summary

Wai Wong is the founder and chief executive of Serviceaide, a Santa Clara company building IT and enterprise service management software. Its products are ChangeGear, a service management platform for enterprise support and service desks, and the Luma line, an agentic AI engine for service automation together with a knowledge access layer. The business he is in is one of the least glamorous and most universal in enterprise software: every large organisation runs a service desk, every service desk drowns in repetitive requests, and the value of automating the routine ones compounds directly. Wong founded the company in 2016 and brought to it an unusually deep grounding in the category, having previously been Executive Vice President of Products and Global Chief Product Officer at BEA Systems and, before that, the general manager of CA Technologies’ Unicenter systems management brand, its Worldwide Services organisation, and its interBiz applications division. He is a computer scientist by training, with bachelor’s and master’s degrees from Columbia focused on artificial intelligence and systems architecture, which is a notable thing to have studied decades before it became the centre of his product line.

Career Highlights

• Founded Serviceaide in 2016 and has led it since as Founder, President, and Chief Executive Officer.
• Built the company into a global operation headquartered in Santa Clara with offices in Tampa, Hyderabad, Sao Paulo, Bern, and Kyiv, serving Fortune 100 and mid-market customers including Academy Bank, Alpargatas, FPL, and Fujitsu.
• Leads a portfolio spanning ChangeGear IT service management, the Luma AI agentic service automation engine, and Luma Knowledge.
• Executive Vice President of Products and Global Chief Product Officer at BEA Systems, the enterprise middleware company.
• Held three successive senior vice president and general manager roles at CA Technologies, running the Unicenter brand, Worldwide Services, and interBiz.
• Founded and led WGSigma Systems as Chief Executive Officer, and served as President and Chief Executive Officer of SUMMUS Software.
• Held director and senior consulting roles at FatWire Software and Amdocs.
• Recognised as a Game Changer by the BPI Network, which credits him with 36 years in the high-technology industry.

Professional Journey

Wong studied computer science at Columbia University, taking both a bachelor’s and a master’s degree with a focus on artificial intelligence and systems architecture. That combination, the formal AI grounding alongside systems design, is worth noting given where his career eventually led, because it predates the commercial viability of most of what he now sells by several decades.

The formative part of his career was in large enterprise software. At CA Technologies, the company then known as Computer Associates, he held three successive senior vice president and general manager roles. He ran Unicenter, CA’s systems management brand and one of the foundational products in the discipline of managing large IT estates; he ran Worldwide Services, the professional services organisation; and he ran interBiz, the applications division. Each was a distinct business with its own economics, and together they gave him the full picture of enterprise IT management as a market, from the software itself to the services required to make it work.

He then moved to BEA Systems as Executive Vice President of Products and Global Chief Product Officer. BEA was the leading independent enterprise middleware company, built around the WebLogic application server, and the chief product officer’s job there was to hold together a portfolio serving very large customers with long deployment cycles and low tolerance for disruption.

Alongside and after those roles he worked as a founder and operator at smaller companies. He founded WGSigma Systems and led it as chief executive, served as President and Chief Executive Officer of SUMMUS Software, and held a directorship at FatWire Software, the web content management company, and a senior consulting position to executive management at Amdocs, the telecommunications software and services group.

In 2016 he founded Serviceaide. The company’s core service management product, ChangeGear, sits in the same lineage as the systems and service management software he had spent his career building and selling, but his strategic bet was on what could be layered over it. Luma AI is positioned as an agentic engine that resolves and routes service requests rather than merely logging them, and Luma Knowledge as the retrieval layer that lets it answer from an organisation’s own material. That is now the defining competitive question across the whole IT service management category, and Serviceaide was positioned for it earlier than most. The company today runs from Santa Clara with offices in Tampa, Hyderabad, Sao Paulo, Bern, and Kyiv, serves Fortune 100 and mid-market customers across banking, consumer goods, utilities, and technology, and makes a point of the thirty-plus nationalities represented among its staff.

Education

Columbia University

BS, Computer Science

Columbia University

MS, Computer Science, with a focus on artificial intelligence and systems architecture