This week on Unsupervised Learning,
@jacobeffron and I sat down with
@jakeserval, co-founder & CEO of
@getserval.
Serval is going directly after ServiceNow in ITSM and already working with companies like Notion, Clay, Abridge, Fox, Mercor, and Verkada.
We partnered with Serval at the Series A. What’s stood out most over the last year is their speed of execution. We get into how they’re winning customers and talent so quickly, including:
▪️ Why building a system of record beats layering on top
▪️ The "mirror architecture" that lets Serval land enterprise customers
▪️ Why ITSM is more vulnerable to AI disruption than other verticals
▪️ The Future IT Stack when agents submit their own requests
▪️ The AI-native org chart
▪️ Why recruiting is the #1 job of every Serval employee
▪️ The Dream Team Draft: recruiting during hypergrowth
YouTube:
piped.video/Q0bxRANHjFY
Spotify:
bit.ly/4m4PJRX
Apple:
bit.ly/3POsYp8
0:00 Intro
1:25 What is Serval?
4:51 Early Doubts and Strategy
6:34 AI Tailwinds in ITSM
8:04 Competing with ServiceNow
9:41 Why ITSM Is Vulnerable
11:52 Automation via Codegen
16:27 Critical Guardrails
28:32 Internal Support Complexity
30:24 Hiring as the Moat
31:44 Dream Team Recruiting
33:49 Managers vs Super ICs
36:44 Junior Engineers and AI Native Workflows
43:13 Quickfire