P2 · mail-relay slow · 230 users
AI processing
ITSM that works: AI-driven, ITIL-aligned, easy to use
Gfacility transforms ITSM by combining ITIL 4 best practices with AI automation and an intuitive experience. Resolve incidents faster, prevent recurring problems, and keep IT services reliable - without the overhead of traditional tools.
- One solution for internal service
- Meets ISO 27001, GDPR and the AI Act. Data in the EU
- Live in weeks, not months
· Service Desk ITSM Engine
Online · ITIL triage live
0
Actions today
Incidents 6 open
Password reset · batch (×12)
AI · Closed avg 8s
Printer offline · 5th floor
Routed → Workplace IT
Service requests 9 open
Licence · Figma
AI · Closed policy-approved
Onboarding · Sales · laptop + access
AI processing
Software access · CAD suite
Routed → IT asset
Problems 3 open
Recurring · SSO time-outs (5×)
AI processing
Cluster · VPN outage 3rd floor
Routed → Network team
KB-2412 updated · 4 incidents closed
AI · Closed
Changes 4 open
CAB approval · firewall update
Routed → CAB · Friday
Change record · M365 patch wave 3
AI processing
Standard change · Slack workspace
AI · Closed auto-approved
ITIL 4 · Incidents · Requests · Problems · Changes avg triage 12s
"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."
All-in-one ITSM Software
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 →Rethink IT Service Management
Traditional ITSM tools create friction, overload teams, and leave leaders in the dark. Gfacility changes that. With high adoption and fewer incoming tickets, streamlined ITIL 4 workflows, and clear real-time insights, our AI-driven platform gives IT leaders control without complexity - while users get faster, smarter service every day.
In IT, first-line support often handles repetitive requests. With Gfacility, AI takes on that role - acting as a digital colleague that provides direct assistance and resolves many issues instantly, reducing the need for human intervention.
High adoption & reduced inflow
- User-friendly design means no steep learning curve - employees adopt it from day one
- Report issues in plain language - no complex forms.
- AI assistant provides instant answers, reducing the number of tickets created
- When tickets are logged, AI ensures they contain complete and accurate details
Streamlined ITIL workflows
- End-to-end ITIL 4 processes for incidents, problems, changes, requests, and knowledge
- AI automation handles triage and routes tickets instantly to the right team
- Predictive insights help detect recurring issues before they escalate
Better control & insights
- Transparent service data and real-time dashboards for full visibility
- SLA tracking and workload monitoring keep services reliable
- Continuous improvement powered by AI-driven analysis and feedback
What makes Gfacility different?
Traditional ITSM
- Limited or no AI
- Complex for end users
- Long, costly rollouts (6+ months)
- Overengineered and rigid
- Just data - you have to figure out the actions yourself
Gfacility ITSM
- ITIL 4 aligned, simple to use
- AI-driven classification and automation
- Go live in 1 week for out-of-the-box implementations
- Modern, low-friction self-service
- AI that tells you what to do next - insights with an action plan
Why IT leaders choose Gfacility for ITSM
Legacy ITSM systems are rigid, hard to maintain, and overengineered. Gfacility offers a new approach: simple to use, lightning-fast to implement, and deeply integrated with your digital workplace.
Designed for IT managers who want control without complexity
No-code configuration of workflows and forms
Admin-friendly SLA definitions
Modular rollout:
start small, scale fast
GDPR-compliant, secure cloud environment
Smart integrations and technology
- Fast to implement - go live in weeks, not months
- Seamless integration - connects smoothly with your existing IT infrastructure and tools
- True SaaS - always up to date, no heavy customization needed
Free, 5-minute self-assessment
Start the free scan How mature is your IT service management?
Score your IT service desk across six categories, from process to analytics and benchmarking, and get a level with a per-category breakdown.
ITSM with Gfacility
IT service management
Is Gfacility aligned with ITIL?
Yes. Our platform supports core ITIL 4 service management processes including incident, request, change, and knowledge management. You get structure without unnecessary overhead.
How does AI improve service management?
AI categorizes tickets, suggests answers, prevents duplicates, and helps detect emerging issues before they escalate.
Can we track SLAs and KPIs?
Absolutely. You have full control over SLA settings, with real-time dashboards and automated breach alerts.
Implementation
How fast can we implement it?
Depending on your scope, you can go live within 2 to 6 weeks. Our implementation team guides you step by step.
End-user experience
Can our end users submit tickets from Outlook or Teams?
Yes. End users can report issues and track updates directly from Outlook using our add-in, or via a self-service portal.
Integrations
Does it integrate with other IT tools?
Yes. We support API integrations with Microsoft 365, Active Directory, asset management tools, and more.
Security
How secure is the platform?
Gfacility is GDPR-compliant, with SSO, role-based access, encryption, and full audit trails.
Rethink your ITSM. Simplify service. Empower your team.
Schedule your ITSM demo and see how Gfacility aligns with ITIL while taking your IT operations to the next level.
Book your ITSM demo