G2

Michael B.

Technology Lead

Mid-Market (51-1000 emp.)

9/9/2026

"Serval’s AI-Native Automation Turns IT Support into a Powerful Ops Engine"

5/5

What do you like best about Serval?

Serval is versatile and powerful. It operates like a genuine Level 1/2 member of the IT team, resolving real support volume on its own thanks to its AI-native design. What sets it apart is that it doesn't stay boxed into ticketing. Once you dig into the configuration, it turns into a general purpose automation layer for IT. We've used it well beyond the initial use case, from identity and device resolution across our fleet to reconciling SaaS access against our IDP as source of truth, plus custom workflows like pulling calendar data for office attendance reporting. It also integrates cleanly with the rest of our stack, and we've fed monitoring signals from other tools into it as part of broader business continuity coverage. For a team willing to invest in the configuration, the ceiling on what it can automate is much higher than a typical ITSM tool. Review collected by and hosted on G2.com.

What do you dislike about Serval?

Serval has a bit of a learning curve. There's a lot under the hood, and it takes some time to really understand everything it can do, so early on it can feel a little overwhelming if you're trying to take it all in at once. Once you get past that initial ramp-up though, it clicks, and it genuinely changes how you think about IT operations. I'd just tell new users to be patient with themselves for the first few weeks rather than expecting to master it on day one. Review collected by and hosted on G2.com.

What problems is Serval solving and how is that benefiting you?

Before Serval, managing access requests across all the different SaaS applications we use meant a lot of manual back and forth. Someone would ask for access to a tool, and depending on the app that could mean checking with different owners, logging into different admin consoles, and just generally chasing down the right person to actually grant it. That could easily eat up a day or two per request once you factored in delays waiting on the right approver. With Serval, once you build out the right workflows and automations, that whole process collapses down to a single approval or denial click, and most requests now get resolved in minutes instead of days. The request comes in already scoped with the right context, and the routing and follow through happens on its own. It's made access management far more consistent too, since the same workflow runs the same way every time instead of depending on whoever happens to be handling it that day. Review collected by and hosted on G2.com.