Serval, the AI-native enterprise service management platform, today launched Journeys, which automates processes like onboarding, offboarding, and job changes across IT, HR, security, and every other team those processes touch. Journeys handles the tedious coordination behind every employee change and gives each team a single view of progress, so new hires are ready on day one, departures are handled securely, and IT and HR get hours back for higher-impact work.

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“Every onboarding, offboarding, and job change touches a dozen systems and teams. When a process changes, IT has to rebuild the journey, and with legacy tools that takes months,” said Jake Stauch, co-founder and CEO of Serval. “With Journeys, teams describe a process in plain language or start from the standard operating procedures they already have, and Serval builds it in minutes. When the process changes, they update it just as quickly.”

At a large enterprise, every hire, departure, and job change generates dozens of tasks across teams that can’t see each other’s work. IT pings HR to find out who starts on Monday. HR pings IT to find out whether the laptop shipped. The manager gets bounced between both just to learn where things stand. And when something slips, like a laptop that isn’t there on day one or access that stays live after someone leaves, the employee gets a poor experience and the company takes on risk.

Where a ticket holds a single request, a journey coordinates every task across departments over days or weeks, in the right order, with the governance and audit trail enterprise teams require. Steps that need a person, such as employment eligibility verification, are assigned to the right owner and tracked alongside the automated ones, so no step depends on someone remembering a checklist.

Why journeys, and why now

Employee journeys aren’t new. Legacy HR and IT service management platforms offer a version, but they are slow to implement, hard to maintain, and limited in their ability to automate the underlying tasks. Even after costly implementations, legacy journeys still assign most of the repetitive work to people.

Until recently, automating each of those tasks took more engineering resources than most IT teams had. Serval’s AI agents now build those automations for them. Because Serval workflows can take action across business systems, from the human resources information system (HRIS) to mobile device management (MDM) and even physical access control, teams can build journeys where most tasks run automatically.

Customers ranging from 1,000 to more than 150,000 employees use Serval’s Journeys today. At one fast-growing software company, Journeys is now the primary orchestrator for onboarding and offboarding. New hires get started two to three weeks before day one, choosing their equipment and receiving tracking details automatically, then activating their accounts on their first morning. Journeys replaced manual processes, including a one-hour orientation, so onboarding now runs on each new hire’s schedule, which has also improved the experience for international employees.

How it works

  • Flexible tasks: Each step can run as a manual task, a form, a fully automated action, or a status check that waits on an outside system, such as a background-check provider.
  • Real dependencies: Tasks can be tied to a date or to each other, so teams can gate account provisioning on background-check clearance.
  • Tailored views: A new hire, their manager, and an IT or HR colleague completing a single task each see only what’s relevant to them.
  • Built-in governance: Every task, approval, and handoff is logged, and each organization controls who can build or modify a journey.

Onboarding and offboarding are two examples of the work HR teams automate with Serval. The same engine answers policy and benefits questions from connected knowledge sources, updates employee records in the HRIS from a Slack or Microsoft Teams message, files time-off and leave requests, routes compensation changes to the right approver, and more. Employees reach all of it where they already work: Slack, Teams, email, a web portal, or phone.

Journeys is available today to all Serval customers and extends enterprise service management beyond tracking requests to running the processes behind them. To learn more, read https://www.serval.com/blog/journeys-general-availability.

About Serval

Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Its AI agents build the automations that power employee support, then resolve requests against them instantly, so IT, HR, finance, and legal teams can automate their own work inside one governed platform. Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, Serval has raised $127 million from investors including Sequoia Capital, Redpoint Ventures, First Round, and General Catalyst, most recently a $75 million round valuing the company at $1 billion. Learn more at serval.com.

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