Most enterprise ITSM platforms are adding AI agents that help with routing, triage, and automate some basic requests. But they're still built for ticket tracking, not resolution.

We built Serval as an AI-native platform from day one. It clears the ticket queue. Here's how:

1. Vibe code workflows

Legacy infrastructure was not built with AI-enabled automation in mind. Instead of drag and drop builders that break at scale or custom code that only engineers can maintain, Serval lets you vibe code the IT automations you imagine, and turns it into deterministic code. You control who can run it and add approval steps. Every workflow runs the code without the risk of hallucinations or risky access.

2. Help desk agent that can resolve requests rather than just route tickets

Legacy ITSM platforms were built to track tickets, not resolve them. When you bolt an AI agent onto ServiceNow or Jira, it becomes just another routing mechanism, creating tickets that get queued for humans. 

Serval is different. Our AI agent resolves requests automatically across Slack, email, and web portals. It understands natural language, executes automations wherever one is built, and escalates to humans only when necessary and with full context about the request. 

3. Continuously learn from your environment 

Legacy platforms process tickets one at a time, and don’t proactively identify patterns to suggest what to automate next. 

Serval continuously ingests your knowledge base and help desk data, learning from your environment. It knows what to automate next and how to improve automations over time.

During our 4-week free pilot, we identify which tickets show up most frequently and automate them. We guarantee over 50% of help desk tickets will be automated by the end of the pilot.

What we're seeing

At Gartner, it was clear that enterprises are under pressure to adopt AI. The question isn't whether to incorporate AI anymore - it's which tools to choose.

For IT teams, selecting a platform that's AI-native with deep vertical specialization can mean immediate ROI without the long-term costs of retrofitting and maintaining legacy systems.