From Tickets to Autonomy: Reinventing IT with AI Agents | The Pair Program Ep87

On today’s episode of The Pair Program, we’re joined by Jake Stauch, Founder & CEO of Serval, and Patrick Chase, Managing Director at Redpoint Ventures, for a deep dive into the future of IT service management. The conversation explores why legacy ITSM tools are breaking under modern demands, how AI-native automation is changing the way work actually gets done, and what it takes to build and back a category-defining infrastructure company.

What we cover:

1. Why ITSM remains painfully manual, and where automation truly breaks through
2. Building AI agents that don’t just assist, but take action
3. Code generation as the next platform shift in enterprise software
4. What investors look for in next-gen infrastructure startups
5. How timing, models, and product vision intersect in AI adoption

About Patrick Chase: Patrick is a Managing Director at Redpoint Ventures, where he focuses on infrastructure, SaaS, and AI. He has been at Redpoint for over seven years and works closely with companies including Modal, Serval, LiveKit, Hex, Attio, MotherDuck, and Zed.

About Jake Stauch: Jake is the Founder and CEO of Serval, an AI-driven IT automation and service management platform. Before founding Serval, he spent more than five years at Verkada, leading products from early concept through launch and scaling efforts across hardware and software, operating at the intersection of product, operations, and AI-powered infrastructure.

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