Incident management software for IT leaders
Cut IT workload by 30% and resolve incidents 2× faster - without changing your stack. Gfacility Incident Management keeps your IT team focused on high-value work by automating repetitive requests, routing tickets instantly to the right team, and ensuring no SLA breach ever takes you by surprise.
Combine the best of ITIL with the Power of AI
Most IT teams waste valuable time on manual triage and repetitive fixes. Gfacility’s incident management system keeps your focus where it matters - restoring normal service as quickly as possible - by combining the structured approach of ITIL 4 best practices with the speed and intelligence of AI automation.
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Incidents, problems, knowledgebase, and changes are fully integrated.
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Tickets are routed accurately, resolved faster, and documented thoroughly.
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Less firefighting, higher first-time fix rates, and a more stable environment.
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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.
Everything you need for incident management
Overviews and filters
Quickly find the right information with user-friendly overviews and advanced filtering options - keeping your incident management process organised and efficient.
Notifications
Stay updated with timely notifications for important updates, tasks, SLA deadlines, and incident status changes.
Capacity planning
Gain full visibility into team workload, resource allocation, and ticket volumes to prevent overload and ensure service continuity.
Customizable workflows
Automate approval processes and streamline your incident management workflow with customised, ITIL-aligned task flows.
Built-in communication
All conversations are automatically captured in the ticket - for example, if a user replies by email, it’s logged directly in the incident record.
Knowledge base integration
An integrated knowledge base means the AI can suggest relevant help articles to resolve issues faster - sometimes even before a ticket is created.
Analysis & reporting
Get valuable insight into resolution times, SLA compliance rates, recurring incidents, and root causes, supporting continuous improvement of your incident management framework.
SLA monitoring & compliance
Real-time tracking of internal service levels and supplier agreements with proactive alerts before breaches occur. Your IT team can take action in time to avoid missed commitments, keeping performance measurable and consistent.
Ticket scheduler
Plan, assign, and track upcoming work with a best-in-class ticket scheduler — ensuring the entire incident management lifecycle stays on track.
Role-based access control
Ensure privacy and security by giving each user access only to what they need. For example, HR sees only HR-related tickets, IT only IT tickets, and security only security incidents.
Audit trail & history
A full record of who did what and when for every incident — providing traceability, compliance, and learning opportunities.
IT security incident management
Handle IT security incidents with the same AI-driven speed, accuracy, and full traceability as other incidents.
Mobile app
Manage incidents anywhere with the mobile application, designed for maximum flexibility and responsiveness.
Reviews & feedback
Collect feedback and ratings directly within the incident management system to monitor service quality and user satisfaction.
Automation
Prevent manual handling by automating task assignments, escalations, and follow-ups across the entire incident management process.
Customizable ticketing templates
Define exactly what information needs to be captured for each type of incident, ensuring the right details are collected in every scenario.
User integrations
Seamlessly connect with Google and Microsoft to automatically sync and manage user accounts.
ITIL 4.0 ready by design
Fully aligned with the latest ITIL best practices for incident management, providing a future-proof foundation for enterprise IT service delivery.
Frequently asked questions
What is incident management?
Incident management is the process of identifying, logging, and resolving unplanned disruptions or service degradations in IT systems as quickly as possible. The goal is to restore normal operations with minimal impact on the business and its users. A typical incident management process, often based on ITIL best practices - includes: Detection & logging – capturing all relevant details about the incident. Categorisation & prioritisation – ensuring the right resources are assigned quickly. Investigation & resolution – diagnosing and fixing the issue. Closure & documentation – confirming resolution and learning from the event. Effective incident management systems use automation, smart routing, and SLA monitoring to speed up resolution, reduce manual workload, and improve service quality. Gfacility enhances this with AI that can instantly resolve common issues, route tickets accurately, and ensure nothing is missed.
How does AI improve the incident management process?
Gfacility’s AI accelerates the incident management lifecycle by instantly resolving common issues, routing tickets to the right team, gathering missing information, and automating follow-up. This reduces manual workload and speeds up resolution times.
Is Gfacility’s incident management system ITIL 4 aligned?
Yes. Our processes follow ITIL best practices for incident management from logging to closure, and can be tailored to your specific requirements while staying compliant.
Can I integrate this with my existing IT tools?
Absolutely. Gfacility connects seamlessly with the tools you already use - Microsoft 365, Google Workspace, Active Directory, monitoring systems, CMDBs, and more. It’s designed to slot into your existing IT ecosystem so you can leverage your current data and processes without starting from scratch.
How does role-based access improve security?
Role-based access ensures that users only see tickets relevant to their role or department - for example, HR only sees HR tickets, IT only sees IT tickets. This safeguards sensitive information and supports compliance with data privacy regulations.
Can the system handle IT security incident management?
Yes. Gfacility provides full support for IT security incident management, with AI-driven speed, accuracy, and traceability. Security teams can manage incidents separately with dedicated permissions and workflows.
Can we customise ticket forms for different scenarios?
Yes. With ticketing templates, you can define exactly what information is required for each type of incident, ensuring the right details are captured every time.
How fast can we go live?
Most organizations are up and running within weeks, not months. Gfacility’s implementation is streamlined and comes with plenty of out-of-the-box configurations, so you can quickly tailor the system and start seeing value with minimal downtime.
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