IT Knowledgebase software – AI-powered, ITIL-aligned

Gfacility Knowledge Management helps IT teams reduce ticket volume, resolve issues faster, and capture critical expertise in a living, self-improving IT knowledge base. With AI-powered suggestions and ITIL 4 best practices, your support agents and end-users always get the right information instantly.

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Combine the

best of ITIL with the Power of AI

Traditional IT knowledgebases often fail because articles become outdated, inconsistent, or too hard to find. As a result, users bypass the system, and agents waste time rewriting the same answers.

Gfacility transforms knowledge management in IT companies into a living, self-maintaining system. By combining ITIL 4 knowledge management best practices with AI automation, your IT knowledge base software stays accurate, relevant, and actionable.

Articles, incidents, problems, and changes are seamlessly connected.
Every ticket benefits from context.
Access to proven fixes.
Supports a continuously improving knowledge loop.

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Always-on AI knowledgebase assistant – instant IT support

Your users don’t need to dig through a large database. They simply ask their question in plain language. The AI instantly understands the context and delivers just the specific answer they need – not an entire article. If no suitable content exists, the AI updates the database of frequently asked questions to keep your IT support knowledge base continuously growing.

Always up to date - AI-powered knowledge accuracy

Knowledge that sits still quickly becomes useless. Articles go stale, fixes change, and outdated instructions frustrate users.
Gfacility’s AI agents continuously validate your IT knowledgebase against resolved incidents, closed problems, recent changes, and live monitoring data. When inconsistencies are found, articles are flagged or even updated automatically – keeping your knowledge base IT help desk content fresh, accurate, and trustworthy.

Knowledge in context – smarter IT help desk support

Support agents no longer waste time searching through disconnected sources or old tickets. Instead, relevant knowledge or possible fixes are automatically suggested inside the ticket or problem record – powered by past fixes and existing knowledgebase data.

Knowledgebase governance – compliance & audit-ready

Every knowledge article has version history, approval workflows, and role-based permissions. This ensures your IT knowledgebase software stays reliable, compliant, and ready for audits.

Transform IT Service Management

With our all-in-one IT Service Management (ITSM) software, you don’t just resolve tickets – you transform how IT delivers value across the organization. Discover a smarter way of working.

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Everything You Need in IT knowledge base software

AI-powered suggestions

The best IT knowledge base software delivers answers before tickets are logged.

Self-service portal

Empower users to resolve issues via the knowledge base for IT help desk.

Contextual search

Surface articles in incidents, problems, and changes.

Approval workflows

Enforce IT knowledge management best practices.

Duplicate detection

Keep your IT service desk knowledge base clean.

Feedback & ratings

Continuous improvement based on usage.

Audit trails

Full history for compliance and governance.

Role-based access

Control authoring, editing, and publishing rights.

Multilingual support

Serve global IT teams.

Mobile access

Knowledge available anywhere.

Integration-ready

Connect with Microsoft, Google, Confluence, SharePoint, and more.

Analytics & reporting

Track knowledge base IT help desk usage, gaps, and impact.

Frequently asked questions

What is an IT knowledgebase?

An IT knowledgebase is a structured repository of articles, fixes, FAQs, and troubleshooting guides used by IT teams and end-users. It reduces repetitive tickets and ensures knowledge stays within the company.

What are examples of an IT knowledge base?

Common IT knowledge base examples include step-by-step guides for VPN setup, printer troubleshooting, password reset instructions, and workarounds for known issues. Gfacility’s platform makes these available instantly through AI suggestions.

How does Gfacility improve knowledge management in IT companies?

Our AI automatically suggests relevant articles, drafts new knowledge when tickets repeat, and flags outdated content. This keeps your IT support knowledge base always accurate and usable.

What is the best IT knowledge base software?

The best IT knowledge base software combines ITIL 4 alignment, AI-driven automation, and deep integration with incidents, problems, and changes. Gfacility delivers all three — making it ideal for IT companies and enterprise service desks.

Can this replace my current IT help desk knowledge base?

Yes. Gfacility integrates with existing platforms like Confluence or SharePoint, or you can migrate fully to our built-in IT knowledge base software for tighter ITIL integration.

Is it aligned with IT knowledge management best practices?

Yes. Gfacility’s knowledge management for IT companies follows ITIL 4 guidelines, ensuring structured, compliant, and continuously improving processes.

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From manual to meaningful

Your IT team has more to offer than just password resets. With Gfacility, you streamline support requests, eliminate workflow chaos, and gain the insights needed to become a proactive, strategic partner. Stop chasing tickets and start creating value.

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