Serval

Serval is an AI-native IT service management (ITSM) platform built by Serval Inc., headquartered in San Francisco. It combines a help desk, access management, ticketing, workflow automation, and asset management into a single platform powered by a built-in AI agent workforce. The company announced a $75M Series B at a $1B valuation, led by Sequoia, according to its own updates page.

What It Is

Serval is an enterprise ITSM platform that replaces traditional drag-and-drop workflow builders and manual IT processes with AI agents that can resolve requests, provision access, answer knowledge base questions, and build automations from natural language descriptions. It positions itself as an "AI-native" alternative to legacy ITSM tools, with a unified workspace covering ticketing, access governance, help desk chat, and asset management.

The Three-Agent Architecture

Serval's platform is organized around three distinct AI agents:

• Help Desk Agent — Handles incoming employee requests via Slack, Microsoft Teams, email, or a web portal. It provisions just-in-time access, answers knowledge base questions, and resolves complex multi-step requests conversationally.
• Automation Agent — Accepts natural language descriptions of desired workflows and generates deterministic, code-backed automations. Engineers can inspect and manage workflow code directly in Git.
• Insights Agent — Surfaces suggested workflows, updated knowledge base content, and configuration recommendations to improve operations and tighten security over time.

Workflow and Access Management Capabilities

Serval's workflow builder generates multi-step automations from plain-English prompts and represents them in both a no-code UI and inspectable code. The platform supports editing workflows in natural language or directly in code, and integrates with CI/CD pipelines. Access management features include customizable policies, just-in-time provisioning with automated deprovisioning, SCIM integration, multi-approver workflows, and custom provisioning via API or Terraform. Access profiles restrict which users or groups can initiate specific requests to enforce least privilege.

Enterprise Deployment and Security

Serval offers flexible deployment options: cloud-hosted, hybrid, or fully self-hosted. Security features include:

• Role-based access control and least-privilege permissions
• Multi-step approvals for workflows and access requests
• Data encrypted in transit and at rest
• Detailed audit logs with SIEM integration
• SAML and SCIM support for SSO and user provisioning
• Compliance with SOC 2, HIPAA, and GDPR frameworks

Teams within Serval (IT, Security, HR, Workplace, etc.) have distinct ticket queues, app integrations, workflows, AI guidance, and knowledge sources, enabling multi-team segregation within a single deployment.

Integrations and Ecosystem

Serval provides 30+ native integrations out of the box, including Okta, Google, GitHub, Slack, Jira, ServiceNow, Zendesk, AWS, Salesforce, Notion, Zoom, Confluence, Kandji, Vanta, Linear, Ramp, Figma, Calendly, Vercel, Metabase, and more. It supports full API access to all app integrations and custom connectors to any system with an API. For organizations not ready to migrate their ticketing system, Serval offers bi-directional sync with ServiceNow, Jira, and Zendesk.

Update: $75M Series B and Unicorn Valuation

According to Serval's own updates page, the company raised a $75M Series B at a $1B valuation led by Sequoia. The pricing page describes a guided pilot model with a dedicated deployment engineering team and a vendor-stated guarantee of 50% ticket automation rate. The pilot follows four phases: Meet, Build, Deploy, and Optimize.