Serval

Serval is an IT service management (ITSM) platform designed to automate help desk request processing for organizations. It uses built-in AI to handle employee support tickets efficiently, creating workflows that resolve common issues without manual intervention.

The platform analyzes recurring support requests through a feature called Serval Suggestions, which monitors tickets and automatically generates automation workflows to address them. Users can build custom automations using natural language prompts—for instance, resetting passwords, granting temporary system access like firewall modifications, or fulfilling requests such as Wi-Fi passwords and new workstation orders. Serval refines these workflows by asking clarifying questions and checks against company policies from integrated third-party apps.

For tickets requiring human input, Serval routes them to the most skilled IT team member using AI-driven matching and provides a concise summary to speed up troubleshooting. It supports secure practices, including access logs for cybersecurity monitoring and policy-based approvals. Future updates aim to extend automation to HR, finance, legal, cybersecurity, and engineering workflows, enhancing scalability for large enterprises.

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Website: serval.com

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