Catalyst became generally available last week, adding an admin-facing AI agent that identifies processes to automate, generates workflows, and helps deploy them into production.
Serval says the product goes beyond its earlier natural-language workflow builder by analyzing ticket histories and existing systems, then creating multi-system automations, dashboards, forms, and long-running background agents.
The company is pitching safeguards as a differentiator: Catalyst is limited to admins, writes deterministic code-based workflows, and end-user helpdesk agents can execute only preapproved automations with audit trails and approval gates.
Serval argues that architecture gives it an edge over incumbents such as ServiceNow and Freshworks, whose older customized ITSM stacks are harder to adapt, while customers can start as an overlay and later replace legacy systems.
Backed by Sequoia and valued at about $1 billion, Serval says its platform now spans a typical 13 departments per customer, with IT automation expanding into HR, finance, legal, and security.