Having used the product extensively, this reviewer finds Serval to be a versatile and powerful automation tool that integrates well with existing systems. The learning curve can be steep initially, making it overwhelming for new users.
View Full Review
Serval is an AI-native enterprise service management platform that automates employee support requests. Serval has full ITSM functionality including request, incident, problem, change, and knowledge management. They also include a robust CMDB, HAM/SAM workflows, and native access management. Serval is built on a two-agent architecture. Catalyst, the automation agent, turns requests given in plain language into production-grade, code-based workflows, analyzes ticket history to suggest future automations, and investigates, diagnoses, and ships fixes, so problems are resolved before they become tickets. The help desk agent is the employee-facing agent. When employees make requests, the agent reasons over the problem and resolves it using the workflows published by admins, meaning that any action taken against external systems are deterministic and auditable.
