Serval has made it strikingly easy to build agentic, AI-assisted workflows inside an IT service management (ITSM) environment that never stops changing. At the center of that shift is Catalyst, Serval’s internal workflow builder. Powered by the downstream integrations we’ve connected into Serval, Catalyst has become an everyday tool for our Enterprise Tech engineers and leadership team — they use it to build new processes and to map the full landscape of our complex corporate network, work that used to take weeks of tribal knowledge to piece together by hand.

We call it “God Mode” internally. It’s the same feeling as unlocking cheat-mode access in a video game: instead of working through one locked door at a time, you can suddenly see and act on every connected system at once. Review collected by and hosted on G2.com.

We opted in early, as one of the client teams helping build Serval, so we went in with our eyes open. Even so, some of the growing pains that come with a young, fast-moving ITSM platform have occasionally surfaced to our end users, and that’s not something we’re happy to see. Serval moves fast, which is part of why we picked it, but that same pace makes it genuinely hard to keep up with what’s changing next. When a field gets renamed or an integration shifts shape, the agents we’ve built on top of Serval can get confused, and someone on our side has to catch it and fix the workflow before an end user does. Review collected by and hosted on G2.com.