Choosing the right IT service management (ITSM) platform is a pivotal decision for modern organisations. Tools like TOPdesk and Gfacility are designed to streamline service delivery, reduce manual effort, and boost IT efficiency but they differ significantly in user experience, automation, AI integration, and overall capability. In this head-to-head comparison, we examine both platforms to help IT leaders make an informed choice.

What is TOPdesk

TOPdesk is a well-established ITSM solution with a strong reputation, especially among mid-sized to large organisations. It provides core service management capabilities such as incident management, service catalogs, asset tracking, change management, and self-service portals. TOPdesk emphasises user experience and simplicity, with a focus on helping service teams resolve user issues effectively and efficiently. 

TOPdesk has earned positive customer feedback, with high ratings on platforms like Gartner Peer Insights and TrustRadius for usability and support quality. 

What is Gfacility

Gfacility is a modern ITSM and enterprise service management platform designed to simplify service delivery with AI-driven automation, intuitive workflows, and ITIL 4-aligned best practices. It supports incident, problem, change, asset, and knowledge management in a unified environment that prioritises ease of use and fast implementation. Gfacility

Unlike tools that heavily rely on configuration and lengthy onboarding, Gfacility emphasises rapid adoption, automated insights, and intelligent routing to reduce manual workload and improve service quality. Gfacility

User experience comparison

A) Interface and ease of use

TOPdesk is known for its clean service desk interface and intuitive self-service portal, where users can raise tickets, browse service catalogs, and access knowledge articles in one place. It prioritises simplicity and clear navigation, which benefits organisations that want a straightforward service management experience.

Gfacility takes user experience a step further with AI-assisted interactions. End users can submit tickets using natural language, while agents benefit from automated triage and smart routing that accelerates resolution and reduces repetitive tasks This means less training overhead and quicker adoption across teams.Winner (UX): Gfacility – especially for teams seeking modern, AI-augmented workflows with minimal setup.

Feature comparison

A) Incident and service request management

Both platforms offer robust incident and service request management:

• TOPdesk provides solid ticket handling, priority settings, and queues with SLA monitoring. Its self-service portal and knowledge base help reduce support load.
  
• Gfacility includes these capabilities but combines them with AI to automatically categorise tickets, fill in missing details, and route tasks to the right teams without manual intervention.

Winner (incident/SR): Gfacility – automation reduces manual work and improves resolution speed.

B) Change management

TOPdesk includes structured change workflows, calendars, and approval processes as part of its core feature set. 

Gfacility offers ITIL-aligned change management with AI-powered risk assessments and automated dependency insights, helping teams plan, assess, and execute changes with confidence. 

Winner (change management): Gfacility – AI insights provide a proactive risk reduction advantage.

C) Asset and configuration management

Both platforms track assets and configurations, helping IT teams maintain visibility over hardware and software lifecycles:

• TOPdesk offers asset management integrated into its ITSM workflows.
  
• Gfacility combines asset management with intelligent linkage to incidents, problems, changes, and knowledge, creating a unified backbone for IT operations.
  

Winner (asset management): Gfacility – deeper integration with service workflows enhances context and control.

D) Automation and AI

One of the biggest differentiators between these platforms is automation and AI:

• TOPdesk includes workflow automation tools and AI-assisted features like ticket suggestions, though these may be more limited compared to dedicated AI engines in other tools.
  
• Gfacility places AI at the centre of its platform, helping with ticket triage, smart routing, automated insights, predictive analytics, and contextual recommendations that turn data into actionable steps.
  

Winner (AI & automation): Gfacility – stronger embedded AI drives productivity gains and reduces manual workload.

Implementation and adoption

TOPdesk is often praised for its relatively fast implementation cycle and ease of getting started, which makes it attractive for organisations seeking quicker time-to-value.

Gfacility also supports rapid rollout, often going live in weeks rather than months, with modular configuration that scales with organisational needs.

Winner (implementation): draw – both platforms offer practical onboarding, but Gfacility’s AI-guided configuration may reduce training time.

Reporting and analytics

TOPdesk includes dashboards and reporting features that allow tracking of KPIs, SLAs, and workload trends. 

Gfacility elevates reporting with real-time visibility, AI-powered insights across the entire service lifecycle, and contextual analysis that helps teams focus on performance improvements rather than raw data

Winner (analytics): Gfacility – AI-enriched insights help businesses make data-driven decisions faster.

Buyer perspective

For organisations, key requirements typically include:

• Compliance and security
  
• Fast adoption across teams
  
• Scalable support for hybrid work models
  
• Automation to reduce support costs
  
• Actionable insights to improve service quality
  

While TOPdesk remains a strong choice for classic ITSM needs with an easy-to-use interface and reliable support ecosystem, Gfacility pushes ahead with AI integration, deeper workflow automation, and unified service context that helps IT teams become more proactive and strategic.

FAQ

What is the main difference between TOPdesk and Gfacility?
TOPdesk focuses on traditional, user-friendly ITSM with solid core capabilities, while Gfacility blends modern AI-powered automation with ITIL-aligned processes for smarter service delivery.

Which tool is easier for end users?
Both platforms are user-centric, but Gfacility’s natural language submission and AI-guided workflows reduce friction for users and agents alike.

Can both platforms manage incidents and assets?
Yes both include incident handling and asset tracking, but Gfacility’s deeper integration with service workflows adds context and resolution efficiency.

Is AI available in both tools?
TOPdesk offers automation and some AI support, but Gfacility embeds AI extensively throughout its platform to automate tasks, suggest next steps, and drive predictive insights.

Conclusion

Both TOPdesk and Gfacility provide robust ITSM capabilities suitable for environments. If your organisation values AI-driven automation, faster issue resolution, unified asset context, and proactive insights, Gfacility represents a forward-looking choice. On the other hand, if you prioritise a widely adopted, trusted platform with strong community support and traditional workflows, TOPdesk remains a reliable solution.