Serval's AI native infrastructure provides huge benefits over legacy ITSM platforms.
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.
Following the Founders: Why I Joined Serval
Founding Engineer, Kaz Hishida, tells the story of why he joined Serval.
Serval’s Next Chapter: Raising $75M to Build the New Era of Enterprise Automation and Service Management
We helped customers automate more than 50% of their tickets. Sequoia took notice.
Introducing Serval's AI-native access management
Serval's AI-native access management centralizes operations and improves security for IT and security teams
Gartner IT Symposium Recap: Why it matters that Serval is AI-native
Serval's AI native infrastructure provides huge benefits over legacy ITSM platforms.
General Catalyst Article: Doubling Down on Serval: Building Intelligent IT Agents for the AI Era
Investor, General Catalyst posts about Serval's Series A launch
TechCrunch Article: Serval raises $47M to bring AI agents to IT service management
TechCrunch announces Serval's Series A
Announcing $52M Total Raised to Deploy AI Agents for IT
Serval adds $47M in Series A funding, led by Redpoint Ventures with participation from First Round, General Catalyst, Box Group, Bessemer Venture Partners, Chemistry, and others.
Automate 80% of IT tickets in 24 hrs
At JNUC 2025, Serval CEO Jake Stauch showed how IT teams use Serval’s AI agents to automate 80% of help desk tickets in 24 hours. From access requests to onboarding to Jamf-specific workflows. The session highlighted how Serval unifies ITSM, workflow automation, and access management into one secure, AI-native platform used by companies like Perplexity and Verkada.
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You don’t need to code to build the Verkada workflows of your dreams. Build automations from natural language prompts, unlocking the potential of Verkada’s APIs.
New Integrations for Enterprise IT: Microsoft, ServiceNow & Workday
Serval integrating with Microsoft, ServiceNow & Workday to support enterprise IT
Introducing Prebuilt Workflows
Installable, ready-made workflows for easier onboarding
Introducing Slack Shortcuts and Manual Ticket Creation
New tools for creating tickets in Serval
Introducing Manager and Multi-step Approvals
New approval features ensure robust controls over AI tool access
Is this the end of IT tickets?
See how IT ticketing is evolving with the deployment of AI agents
Serval Team Member Spotlight: Teddy Wahle
Celebrating Teddy's achievements
Introducing Serval Silent Mode
Keep Serval AI in the background and tag for help when needed
Introducing AI Feedback
Collect user feedback on Serval's AI agent and track changes in a real-time dashboard
Introducing Serval's New Public API
Create tickets from anywhere, embed AI resolutions, and sync users at scale with a single set of REST endpoints and webhooks.
Introducing Serval Integration with Jira Service Management, Freshservice, and Linear
Take advantage of Serval's AI capabilities without replacing your existing ticketing system
Introducing Private Serval Messages with Team Routing
Your own private help desk - for all your requests
Introducing Tasks in Serval Tickets
Say goodbye to Jira checkboxes. Serval tickets now track manual tasks.
Introducing GitHub Automations
Automate GitHub PRs and more from a help desk request
Serval Team Member Spotlight: Derrick Liu
Celebrating Derrick's achievements
Introducing Third Party Knowledge Base Integration
Serval's AI agent answers employee questions using docs from Notion, Confluence, etc.
Introducing Request on Behalf Of
Run workflows on behalf of other users - with approval
The Difference between Automation and Deflection in the Help Desk
They not like us
Migrating from Jira Service Management to Serval
It's easier than ever to modernize your ITSM
AI to Help Humans Work Better - Not Take Jobs
AI enables otherwise impractical best practices in IT and security
Introducing Ticket Auto Updates
"Quiet AI" for the modern ITSM
Introducing Serval’s AI-Powered Email Help Desk
AI resolutions to any help desk request over email
Serval Team Member Spotlight: Sebastien Lajeunesse-deGroot
Celebrating Sebastien's achievements at Serval
Introducing Email Support, Internal Notes, Merging, and Image Attachments
Latest features add more capabilities for Serval ITSM
Serval Copilot
AI superpowers for human agents
Introducing Image Recognition
Serval now diagnoses and resolves help desk requests from a screenshot
Serval Team Spotlight: Kaz Hishida
Celebrating Kaz's achievements at Serval
AI Insights
Serval AI categorizes historical tickets and highlights automation opportunities
Making IT Automation Safe and Secure
Guardrails are key to deploying AI in the ITSM
Analytics, Public API, and Serval for Serval Automations
Latest updates for Serval power users
Natural Language Approvals, Automated Knowledge Base Updates, and Version Control
New features for help desk automation
Automating the Automation for IT
Natural language workflow builder eliminates friction in building IT automations
Introducing Serval
AI to give IT superpowers
Serval Achieves SOC 2 Type 2 Compliance
Continuing our commitment to data security
Scheduled Workflows
Run workflows on a recurring schedule