We use Serval to handle help desk tasks, onboarding and offboarding, and other workflows. I like that AI can take on simple tasks that would otherwise use our human agents’ time. Serval has made it much easier for us to use APIs for last-mile provisioning, and it has made RBAC simpler and easier to manage. Serval Journeys brings IT and HR efforts together in one place, giving us visibility and making it easier to intake new hires so they can hit the ground running on day one instead of waiting 3–5 days for tools and access. Catalyst has become a powerhouse for managing Serval, and I can have a full workflow, skill, or KB article drafted and published in minutes. The team has continued to iterate on Catalyst. Serval was pretty much ready out of the box, and the team’s pointers and the LLM made it very easy to customize to our needs. It’s even easier now with Catalyst. Review collected by and hosted on G2.com.

Early in our partnership, I found Serval lacked some features someone in IT would need, like a built-in way to create exception groups for approvals. Ad hoc approvals were introduced later, and we could use Catalyst workflows and skills to cover the gaps. Serval is gradually adding features that replace these workaround workflows. Review collected by and hosted on G2.com.