Serval

What do you like best about the product?

Serval is versatile and powerful. It operates like a genuine Level 1/2 member of the IT team, resolving real support volume on its own thanks to its AI-native design. What sets it apart is that it doesn't stay boxed into ticketing. Once you dig into the configuration, it turns into a general purpose automation layer for IT. We've used it well beyond the initial use case, from identity and device resolution across our fleet to reconciling SaaS access against our IDP as source of truth, plus custom workflows like pulling calendar data for office attendance reporting. It also integrates cleanly with the rest of our stack, and we've fed monitoring signals from other tools into it as part of broader business continuity coverage. For a team willing to invest in the configuration, the ceiling on what it can automate is much higher than a typical ITSM tool.

What do you dislike about the product?

Serval has a bit of a learning curve. There's a lot under the hood, and it takes some time to really understand everything it can do, so early on it can feel a little overwhelming if you're trying to take it all in at once. Once you get past that initial ramp-up though, it clicks, and it genuinely changes how you think about IT operations. I'd just tell new users to be patient with themselves for the first few weeks rather than expecting to master it on day one.

What problems is the product solving and how is that benefiting you?

Before Serval, managing access requests across all the different SaaS applications we use meant a lot of manual back and forth. Someone would ask for access to a tool, and depending on the app that could mean checking with different owners, logging into different admin consoles, and just generally chasing down the right person to actually grant it. That could easily eat up a day or two per request once you factored in delays waiting on the right approver. With Serval, once you build out the right workflows and automations, that whole process collapses down to a single approval or denial click, and most requests now get resolved in minutes instead of days. The request comes in already scoped with the right context, and the routing and follow through happens on its own. It's made access management far more consistent too, since the same workflow runs the same way every time instead of depending on whoever happens to be handling it that day.

What do you like best about the product?

What I like best about Serval is how quickly and flexibly you can adjust automations. It handles complex logic exceptionally well while also providing visibility into the underlying code, making it easy to verify that the backend is running as expected.

What do you dislike about the product?

It’s difficult to identify major drawbacks, but one area for improvement would be the UI. Providing teams with greater visibility into workflow runs would make troubleshooting and collaboration easier.

What problems is the product solving and how is that benefiting you?

Serval lowers the barrier to building reliable automations, enabling more team members to create, improve, and troubleshoot workflows without needing extensive background knowledge. This helps us develop solutions faster and makes it easier for the team to maintain and support them.

What do you like best about the product?

I find Serval’s overall UX design really approachable and accessible. Everything is pretty easy to find quickly, and it’s very thought out in a nice hierarchical way. I found the initial setup very easy—we did it in about 48 hours. The team is equally great to work with, and they have an otherworldly velocity philosophy.

What do you dislike about the product?

The Slack integration often has additional follow-up responses when maybe a response isn’t needed, but they are actively working on tuning this.

What problems is the product solving and how is that benefiting you?

It's become the tier 1 IT support layer, enabling human team members to focus more on building additional integrations and IT capabilities across the org.

What do you like best about the product?

I like Serval’s AI-native and Slack-native experience for our end users, since they can easily just post in Slack. We can automate access requests, approvals, and many tasks that would normally require a person, giving our IT team time to strategize IT rather than just solve tickets. The iteration speed for building skills and workflows has definitely improved our performance 10-fold, and after a few months, we got more AI deflection on our tickets. We also like the automation opportunities and integration library for our existing tools. Serval’s Catalyst agent helps us easily resolve issues.

What do you dislike about the product?

Often, the agent will say something is set up or configured, but it will silently fail. Serval's Catalyst agent helps us resolve it, but I’d like the agent to flag issues and suggestions before a human does. We initially mirrored our previous access management system, which worked but was not agile. Based on our onboarding, I’d rate my likelihood to recommend Serval a 9/10.

What problems is the product solving and how is that benefiting you?

I use Serval to automate access requests, approvals, and many tasks that would normally require a person, giving our IT team time to strategize IT rather than just solve tickets.

Recommendations to others considering the product:

Based on our onboarding, I’d rate my likelihood to recommend Serval a 9/10.

What do you like best about the product?

The ability to quickly automate manual processes leads to huge time savings and consistency benefits. Their Catalyst AI engine works brilliantly to create everything from a simple auto-reply to complex process automations and to orchestrate multi-application workflows.

What do you dislike about the product?

It's hard to find anything to dislike. The web UI refresh in ticket view is a little slow, but it's so easy to work directly from Slack that it's an edge case.

What problems is the product solving and how is that benefiting you?

Rapidly scaling a business with a small IT team means that resources are stretched thin, and Serval is truly a second (and sometimes third) team member, handling standard Tier 0 requests and escalating only when necessary.