IT powers the workplace. Why don’t they have better tools?

Organizations are overflowing with new software. Every department has a suite of applications promising to automate manual workflows and improve productivity. While the IT team is responsible for integrating, provisioning, and supporting these new tools, their own workflows remain conspicuously unautomated. Nowhere is this more true than the IT help desk. 

The help desk is an anachronism in today’s workplace, with manual processes largely unchanged from decades ago. Employees request help, a ticket is created, and an agent goes through a series of steps to resolve the issue. IT spends a lot of time manually resolving tickets, and the rest of the organization spends a lot of time waiting on IT. There are tools to automate some of these tasks, but existing “automation” products are more likely to turn a 5-minute help desk request into an hours-long experiment wrangling scripts and custom workflows. 

Enter Serval. We use AI to give IT superpowers, building automations for help desk requests automatically. Our mission: get people back to the work they enjoy. For IT professionals, this means fewer tickets to resolve. For the rest of the organization, it means less waiting on IT. 

So how does it work?

Serval makes it ridiculously easy for IT to build automations

Serval is the only tool where automating a help desk request is faster than resolving it manually. IT admins simply describe their desired automation using natural language and Serval does the rest. Serval builds the workflow in code and explains each step in plain English. Users can chat with Serval to make adjustments, or modify the underlying code directly. Once created, that workflow will automatically be deployed to resolve related help desk requests.

IT can build hundreds of these automations in a single afternoon, covering use cases like adding users to applications, creating/modifying Okta or Google groups, resetting passwords, ordering new devices/peripherals, creating new email aliases/groups, or even building an onboarding or offboarding workflow for new employees. And you don’t have to start from scratch - Serval comes pre-configured with automations covering the most common types of requests. All workflow automations, pre-built and custom, are secure by default with customizable access and approval rules.

Serval transforms the help desk experience for employees

Everyone wants the same thing from their help desk: the fastest possible resolution. Serval’s AI agent routes requests made in your help desk Slack channel to the appropriate automation, resolving requests automatically while respecting the organization’s security policies. 

What can Serval automate?

Application access requests: Serval grants users time-bound access to applications using SSO providers like Okta or via direct grants outside of SSO. Admins can customize access policy rules for each application, including approvers, roles, and access length.

Knowledge base requests: Many questions that show up in the help desk can be answered by documentation that already exists. Serval can search sources you give it access to (i.e. in Notion, Drive, Confluence, etc.) in order to surface these answers automatically.

(Almost) everything else: Serval’s workflow builder gives IT the flexibility to automate complex and long-tail requests unique to each organization, from checking the status of your Kandji devices to delegating Zoom scheduling permissions for EAs. 

Serval is the ticketing platform and copilot for modern IT teams

Recommended workflows: Even if no automation is available, Serval will use the context from the ticket and your organization’s environment to suggest a workflow that can be triggered for an instant resolution.

Context: Serval will highlight relevant context for the ticket, including related articles in your knowledge base, previous tickets, and even historical Slack conversations. Of course, Serval only has access to the content you explicitly give it access to.

Automate future tickets: When a ticket is resolved manually, Serval can automatically suggest updates to its own knowledge and guidance. With Serval, you will never see the same ticket twice. 

We’re just getting started

Our vision for Serval is to become a unified, AI-powered platform for IT support and automation. It’s ambitious, but it’s also just the beginning. The processes of IT Service Management (ITSM) are spreading through organizations, morphing into a broader system of Enterprise Service Management (ESM). It’s not only IT that fields service requests from employees - the same kinds of workflows exist in security, HR, legal, finance, and elsewhere. We’re excited for a future where Serval helps employees across the organization do more, faster. 

If you’re in IT, we’d love to unleash your superpowers. Sign up for a demo to get early access to the Serval platform.

Interested in joining our team? Please reach out to jobs@serval.com