P2 incident · mail-relay slow, 230 users
CLOSED 4.7s Incident resolved · root cause in problem management
Enterprise Service Management
One AI platform for IT, Workplace and Facility.
Gfacility is the AI-native enterprise service management platform that brings IT, Workplace and Facility teams into one system. The AI runs the routine work. Your people stay in control. Insights finally show where the friction really is.
- One solution for internal service
- Meets ISO 27001, GDPR and the AI Act. Data in the EU
- Live in weeks, not months
Gfacility AI
Service Engine
AI as a helpful colleague. Not decisive. Executing.
Companies unifying IT, Workplace and Facility on Gfacility
This can't go on.
Demand is rising. Resources aren't.
Service organisations are caught between what's expected and what's possible. What worked until recently is hitting its ceiling.
scroll
The pressure is rising
More work. Higher quality. More complex problems.
Customer expectations keep going up. Compliance gets stricter. The workload and the pressure keep climbing.
Resources are shrinking
Fewer people. Less budget.
Good professionals are harder to find. Budgets are under pressure. You have to deliver more with less.
The squeeze
Something has to change.
Hiring more people doesn't fix it, and often isn't possible. Optimising processes helps, but hits its ceiling too.
What does work
Time for software that scales.
What does scale: software that does the work itself — IT, Workplace and Facility in one system, with AI as the lever. That's what Gfacility is built for.
01More capacity
AI handles the work that piles up.
How that lever works: an assistant that answers questions and relieves the service desk, and a digital co-worker that does the work itself. Both on the same system.
AI as assistant
Helpful, not decisive.
The AI assistant lives in Teams, chat and Gfacility itself. It helps employees and answers first-line questions without making them open another tool.
- Works in Teams, chat and Gfacility itself
- Answers from policy, knowledge base and CMDB directly
- Guides short troubleshooting and opens a ticket itself
Teams · chat · Gfacility #workplace-help
Your brief to the AI co-worker
Review every incoming ticket, assess its priority, and check for duplicates or an underlying problem. Link them.
AI co-worker · execution
AI as co-worker
Briefed in text. Executed autonomously.
The AI co-worker runs autonomously from a written brief.
- Give it a brief in plain language
- The digital co-worker executes the steps autonomously
- Every action is permission-bound and fully traceable
AI with safety as the default
AI does the execution. People keep control.
Hand the routine and repetitive work to AI, so your team has time for the work that genuinely needs a human. Execution is no longer the bottleneck — only imagination is.
You do the human work. AI does the repetitive stuff.
Discover how AI is already adding concrete value today
Download the whitepaper and see, with real numbers, where service-management AI is delivering measurable results.
02Better collaboration
One platform. One story.
Today
- IT, Facility and Workplace each on their own ticketing tool
- The same employee opens the same incident in three places
- Every team blames the next; nobody owns the cross-domain backlog
- Backlogs grow faster than any single team can clear them
- Recurring incidents nobody has time to root-cause
- Quarterly PDFs that are stale before they reach the inbox
- "AI" that's a glorified search bar with a chat icon
- Compliance gaps you only discover during the audit
With Gfacility
- One service catalogue across IT, Facility & Workplace
- Duplicate tickets auto-merged across teams
- Live cross-domain dashboard with the bottleneck flagged
- AI clears 40-70% of level-1 (L1) tickets in seconds
- Recurring patterns auto-detected and fixed at the root
- Live cross-domain data instead of last quarter's PDFs - Contact us →
- AI that actually closes tickets - not just suggests answers
- ISO 27001, GDPR and ITIL 4 baked in, not bolted on
03Adoption built in
Works where you work.
Employees plan meetings in Outlook or Google Calendar — booking rooms, catering and visitors in one go. Service requests live in Teams and Chat. Nothing new for your team to learn.
Outlook
Google Calendar
Teams
Chat
- Book rooms, visitors and catering directly from your calendar
- Service requests in Teams or Chat · no training needed
- High adoption — your team stays in the tools they already use
Title Q2 steering committee
When Thu 2:00 to 3:00 PM
Who 8 people · 2 external
Gfacility add-in
Room: Brainport 3.12 ✓ booked
Catering: coffee + lunch · 8 pp ✓ ordered
Visitors: 2 people · NDA sent ✓ pre-arranged
Live-synced 3 lines of work · 1 click
L
I want to plan a meeting tomorrow — can you book a room and catering for 8?
AI
Brainport 3.12 is free tomorrow 10:00–11:00. Catering: coffee + lunch for 8. [ confirm ]
L
Yes, please. Plus 2 external visitors.
AI
Booked and ordered. NDA and parking instructions sent to the visitors. It's in your calendar.
Type a message…
04Real grip
See what's happening, while it's happening.
Real tickets, real teams, real numbers. Live on one dashboard, where you finally see the real truth.
Ask anything about your operations… ⌘ K
What is the occupancy of my meeting rooms?
67%
avg. utilisation
Mon 0%
Tue 0%
Wed 0%
Thu 0%
Fri 0%
Average 67% - but only 41% on Mondays. You can decommission 2 of the 14 rooms on the 3rd floor.
Generated just now
Where are my organization's bottlenecks?
4.2d
first-reply IT Workplace
Service Desk 0%
IT Workplace 0%
Facility 0%
HR Ops 0%
IT Workplace queue holds 38% of all open tickets, average 4.2 days to first reply. Onboard a new AI agent and SLA breach drops to <3% - without a single new hire.
Generated just now
Which contracts are at risk this quarter?
€18k
annual savings
Cleaning 0%
Catering 0%
IT Hardware 0%
3 vendors trending toward SLA breach. Cleaning supplier missed 12 of 47 visits - switch saves €18k/yr.
Generated just now
The full service-management stack
Every service line.One platform.One source of truth.
Incident #467 Waiting Major VM Start timer Ask AI
2
0.0
Laptop won't start — Dell Latitude 5420
Duplicate #435 Dead laptop — no power LEDs
Live • 3 collaborators
AI
Auto-triaged as Hardware · battery fault. Routed to Field Engineering. 3 KB articles attached.
Gfacility AI · 14:41
VE
Replacement Latitude 5420 reserved from stock — delivering to Room 1 by 11:00.
Vincent (Field Eng.) · 14:43
AK
Thanks, I'll be at my desk.
Ajesh Kumar · 14:46
Incident management
AI triages every incident in seconds - classifies, enriches with context, and routes to the right responder. Your engineers stop being a queue and start solving real problems.
Learn more → CHG-684 CAB review
Roll out security patch to all company laptops
ITIL change process
Plan
Review
3 CAB
4 Approve
5 Deploy
Impact analysis
Risk · Low Services 12
Users 240
Locations 4
CAB approval
VK AM JD KL +1
4 of 5 approved
Freeze window
23 → 26 Dec · clear
Change management
ITIL-aligned change flows with built-in CAB approvals, freeze windows and full audit trails. No more Friday rollbacks because someone shipped during a freeze.
Learn more → PRB-042 Known error
VPN client drops every 30 minutes
Linked incidents · 30-day trend
Before fix Fix deployed After fix
−47%
MTTR
23
linked
9d
open
Top sources
HQ Office 12
Remote 8
Branch A 3
Root cause
VPN client memory leak — KB-2041
Problem management
Stop fighting the same fire twice. AI clusters recurring incidents, surfaces the root cause, and tracks the fix until it actually sticks.
Learn more → REQ-734 Approved Auto
Onboarding bundle · 4 items
Provisioning
- Dell Latitude 5520 Assigned · Asset AS-1041
- Microsoft 365 licence Granted · E5
- VPN access Provisioning · 90s
- Slack workspace Queued
Auto-approved by policy
Onboarding · Engineering
Resolution
4 min
vs 4h manual
Service request fulfilment
Access requests, software, hardware, onboarding - auto-routed, auto-approved by policy, and closed without a human in the loop where it's safe.
Knowledge base
How do I set up MFA on a new laptop?
AI answer
Open the Microsoft Authenticator app, scan the QR shown in the IT setup portal, then confirm with your work email. Full step-by-step in Article KB-118.
Sources
- 1 MFA enrolment — new device KB-118 · 96% match
- 2 Microsoft Authenticator setup KB-104 · 82%
- 3 Lost device — reset MFA KB-127 · 64%
30-day stats
1,247
queries
89%
helpful
0.8s
avg
IT knowledge base
A living, AI-grounded knowledge base that keeps itself up to date. ITIL 4-aligned, with suggestions that hand agents and end-users the right answer the first time - no more stale articles.
Learn more → CMDB · Asset register Live · auto-discovered
Asset Status Owner
- Active A. Kumar
Dell Latitude 5420
Laptop · #LP-4892
Linked to #467 - Warranty expiring Platform
prod-db-01
Server · vSphere
- Active Network
Cisco Cat 9300
Switch · Floor 3
- 78% used Procurement
Microsoft 365 E5
License · 240 seats
- Retired Storage
HP EliteDisplay E24
Monitor · #MN-2018
Live snapshot
1,842
total CIs
94%
auto-discovered
3
stale > 30d
CMDB & Asset management
Full visibility of your IT estate. AI-driven asset management plus a living CMDB tracking every CI, relationship and lifecycle - built from real telemetry, not last quarter's spreadsheet.
Learn more → Ask anything about your operations… ⌘ K
What is the occupancy of my meeting rooms?
67%
avg. utilisation
Mon 0%
Tue 0%
Wed 0%
Thu 0%
Fri 0%
Average 67% - but only 41% on Mondays. You can decommission 2 of the 14 rooms on the 3rd floor.
Generated just now
Where are my organization's bottlenecks?
4.2d
first-reply IT Workplace
Service Desk 0%
IT Workplace 0%
Facility 0%
HR Ops 0%
IT Workplace queue holds 38% of all open tickets, average 4.2 days to first reply. Onboard a new AI agent and SLA breach drops to <3% - without a single new hire.
Generated just now
Which contracts are at risk this quarter?
€18k
annual savings
Cleaning 0%
Catering 0%
IT Hardware 0%
3 vendors trending toward SLA breach. Cleaning supplier missed 12 of 47 visits - switch saves €18k/yr.
Generated just now
ITIL Insights
No more dashboards full of graphs nobody reads. Cortex AI turns raw ITIL data into context, explanations and clear next steps - across incidents, problems, changes, assets and knowledge.
Learn more → AI in ITSM Gfacility Cortex · Live
VPN reset for Ajesh Kumar — he's locked out before a client call.
On it. Verifying identity, then rotating credentials.
- Identity verified · Entra ID
- VPN credentials rotated
- Ticket closed · audit logged
Ticket #492 · auto-resolved
Thanks — back in.
Today
73%
auto-resolved
42s
avg. close time
0
rollbacks
AI in ITSM
Beyond the hype. A safe, intelligent colleague that answers questions and takes action - from triage to close - always under your control and aligned to your IT service needs.
Learn more →
What our customers say
Mathieu Rutte
CIO
"With Gfacility we now have one clear channel for all IT and FM requests."
"It makes our service more transparent, faster and more professional. A true no-brainer for any organisation that wants to work more efficiently."
Gemeente 's-Hertogenbosch
3,000+ users
Maurice Verwer
Director Facility Management & Business Support
"With Gfacility we've gained full control over meeting room usage across all our locations."
"Real-time insight into availability, usage patterns and service integration. The platform brought structure and automation to our booking processes, which were previously fragmented and manual."
PwC Netherlands
6,000+ users
Honest positioning
Strong tools, different eras. Here's where we line up.
ServiceNow, Jira Service Management, TopDesk and Planon are all category leaders - for the buyers and the decade they were built for. Gfacility was built later, on purpose: AI-native, cross-domain, single version, EU-first. Use this matrix to find the best fit, not pick a winner.
| Us Gfacility | ServiceNow | Jira Service Management | TopDesk | Planon | |
|---|---|---|---|---|---|
| Best fit for | Mid-market and enterprise teams unifying IT, Facility and Workplace | Large enterprises with mature ITSM and a dedicated platform team | IT and dev teams already on Atlassian | Mid-market IT or FM teams, especially in BeNeLux | Large real-estate and facility portfolios |
| Domain scope | IT + Facility + Workplace + Visitors on one engine | ITSM-led; FM and Workplace via separate modules | ITSM and software development | IT service management and basic facility management | Facility, real-estate and capital projects |
| AI approach | Autonomous AI agents that close tickets end-to-end | Now Assist - copilot suggestions for human agents | Atlassian Intelligence - summarise and draft | AI assistance in development | AI assistance in development |
| Time to first value | Live in a week | 3 to 9 months typical | 2 to 6 weeks typical | 4 to 12 weeks typical | 6 to 12 months typical |
| Value for money | Best value - per agent, unlimited end-users, no module add-ons | Premium - top of market, designed for large IT budgets | Mid-market - predictable list price; advanced AI is a paid add-on | Mid-market - modular licensing that adds up over time | Premium - enterprise contracts, custom-quoted |
| Platform & versioning | True SaaS - single version, AI-native from day one | Versioned releases (Yokohama, Vancouver…) - Now Platform since 2004 | Single SaaS version - cloud-native; ITSM added later as a module | Multiple SaaS releases - roots in late-1990s software | On-prem and SaaS coexist - roots in 1980s FM software |
| Migration from these tools | Native importers for ServiceNow, Jira, TopDesk and Planon - go live in a week | Custom migration project, typically partner-led | Custom migration project, typically partner-led | Custom migration project | Custom migration project |
| Strongest where | Cross-domain unification, autonomous AI, EU data residency, no legacy debt | Deep ITSM, mature service catalog and CMDB at scale | Engineering workflows and the Atlassian stack | Familiar UX for BeNeLux IT and FM teams | Real-estate, lease management and capital projects |
Read the detailed comparison for each tool
Comparison reflects publicly available product capabilities, pricing tiers and release cadences at time of writing. ServiceNow, Jira, TopDesk and Planon are trademarks of their respective owners.
Questions service leaders actually ask
Getting started
How long does it really take to go live?
A week for a standard rollout - IT, Facility and Workplace together. Pre-configured ITIL and facility workflows, native Microsoft & Google integrations, and a migration tool that ingests exports from every common helpdesk and facility platform. No 6-month implementation circus.
Can we roll out one service line first and add the others later?
Yes. Most customers start with one (often ITSM) and add Facility or Workplace within the first quarter. The platform stays the same; you just turn on the modules you need.
Do my teams need training?
No. The interface lives in chat and the tools your teams already use (Teams and Outlook). The only thing that needs training is the AI - and that happens automatically as it observes your queues.
AI & automation
What sets your AI apart from the AI helpdesk features I keep getting demoed?
Our AI doesn't just suggest - it acts. It opens, classifies, enriches, routes, applies the fix and closes the ticket. Most "AI helpdesks" are a search bar with a chat icon.
Will the AI hallucinate or close tickets it shouldn't?
It only auto-resolves where confidence is high and the action is reversible. Everything else is routed with full context. Every action is logged and reversible from a single audit view.
Does the AI work across IT, Facility and Workplace?
Yes - one AI engine, one knowledge graph, every service line. A facility ticket gets the same triage, routing and audit trail as an IT ticket.
Security & compliance
Is the platform secure?
ISO 27001 certified, GDPR compliant, EU data residency, encryption at rest and in transit, SSO and SCIM out of the box, role-based access on every record.
Where does my data live?
EU regions by default. Data is never used to train shared models - your tickets, CMDB and facility records stay yours.
Can we keep our existing identity provider?
Yes - Azure AD, Okta, Google, OneLogin, anything SAML 2.0 or OIDC. SCIM provisioning is supported.
Outcomes
What results should I expect in the first 90 days?
L1 ticket volume down 40-70% across IT, Facility and Workplace, MTTR down 30-50%, and the cross-team backlog cleared. Every metric lands on the same live cross-domain dashboard from day one - so you stop arguing about whose backlog is worse and start fixing the one that actually is.
How do you price?
Per agent (your humans), with unlimited end-users. No per-ticket charges, no surprise bills when usage scales.
What if our processes are non-standard?
Workflows and rules are configurable, not hard-coded. You don't need a developer to change a routing rule, an SLA or a CAB policy - and the same applies to facility workflows.
What it delivers
What a real unified platform - with live data - actually delivers.
0%
less triage time
Across IT, Facility and HR. Mean time to triage from 15 minutes per ticket to under 2 - AI does the classify, enrich and route.
0%
fewer escalations
Most level-1 (L1) tickets close on contact, in any service line. Your specialists only see what actually needs them.
0%
hours back / month
Per agent. That's an extra working week your team can spend on the work they were hired for, not on SLA babysitting.
The workload won't shrink itself. The silos won't merge themselves.
Your ITSM tool won't unify it. Your facility tool won't unify it. Spreadsheets definitely won't. Gfacility is built to do that unifying - one platform, one AI engine that closes tickets across IT, Facility and Workplace at the same time. Until something ties them together, this stays the way it is.
Book a discovery call