Serval

What do you like best about the product?

I brought Serval in to take triage resolution off our IT team’s plate, and it delivered. Our Linear backlog went from 700+ to 26 tickets in under a month. I have requests resolved by the agent without having to take action on every ticket coming in. I now have automations spanning other teams, which take a huge amount of stress from my job, and I have more time back in my day to focus. Since moving to EU hosting, I have had a smooth experience.

What do you dislike about the product?

The agent guesses at times and gives inaccurate responses. We were self-hosted at the start, and that experience could have been better.

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

Automated tickets and allowed us to focus on building instead of firefighting problems.

What do you like best about the product?

I like Serval’s ease of use and how easy it is to teach others to better automate their workflows. Timed access requests work out of the box, and Journeys are key to our lifecycle. Journeys have made our onboarding system more fluid and easier for non-technical teams to make their own edits. I can more easily automate API calls, tie Serval into tools like Workato to enhance existing functionality, and the initial setup was very easy.

What do you dislike about the product?

The bot sometimes makes broad assumptions, as any AI will do, so I think human review is important. I have also noticed issues with timed actions and support for local regional actioning. I created a region database within Serval as a workaround, but I would love to see it respect time zones natively.

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

I use Serval for access management requests and lifecycle tasks across employees, contractors, and BPOs. It also consolidates unused licenses for reclamation and cost savings.

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.