Problem management software – ITIL-based, AI-powered ITSM solution
Deliver faster root cause analysis, prevent recurring incidents, and keep your IT environment stable - with AI-driven ITIL 4 best practice problem management from Gfacility.
Combine the
best of ITIL with the Power of AI
Most IT teams spend too much time reacting to the same issues over and over. Gfacility shifts your focus from quick fixes to long-term stability by combining the structured approach of ITIL 4 best practices with the speed and intelligence of AI automation.
Problems, Incidents, Knowledgebase and Changes are seamlessly connected. This means you can eliminate recurring disruptions, identify root causes faster, and implement lasting fixes - all while reducing firefighting and improving overall IT stability.
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Everything you need for ITSM problem management
Root cause analysis engine
Automated correlation of incidents, assets, and changes.
Known error database (KEDB)
Accmaak eessible fixes and workarounds, proactively suggested by AI.
Trend & pattern analysis
Detect emerging issues before they cause downtime.
Linked workflows
Seamless escalation from incident to problem, with automatic closure of linked incidents.
Change management integration
Connect fixes directly to controlled, compliant releases.
SLA & compliance tracking
Keep problem resolution aligned with internal and supplier commitments.
Full audit trail
Full audit trail
Role-based dashboards
Tailored, real-time overviews for every role.
Mobile access
Manage problems anywhere via the mobile app.
Overviews & filters
Quickly find the right records with user-friendly overviews and advanced filtering options.
Notifications
Stay updated with alerts for changes, tasks, SLA deadlines, and problem status updates.
Capacity planning
Monitor team workload, resource allocation, and problem volume to prevent overload.
Customisable workflows
Automate approval processes and tailor problem management flows to ITIL standards.
Built-in communication
All conversations logged directly in the problem record, including email replies.
Knowledge base integration
AI-suggested help articles and workarounds during problem investigation.
Analysis & reporting
Insights into root causes, resolution times, SLA performance, and recurring problems.
Problem scheduler
Plan and track upcoming problem-related work.
Role-based access control
Ensure privacy and security by restricting access to relevant problems only.
Automation
Auto-assign tasks, escalate when needed, and trigger follow-ups.
Customisable problem templates
Define exactly what information must be captured for each type of problem.
User integrations
Sync with Google and Microsoft for user management.
ITIL 4.0 ready by design
Fully aligned with the latest ITIL best practices for problem management.
Frequently asked questions
What is ITIL problem management?
Problem management is the ITIL process of identifying and eliminating the root cause of one or more incidents to prevent recurrence. While incident management restores service quickly, ITSM problem management delivers long-term stability.
How does Gfacility’s AI improve problem management?
Our AI automatically links related incidents, performs root cause analysis, detects emerging trends, and suggests preventive actions, without manual investigation. This shortens analysis time and improves fix accuracy.
Is Gfacility’s problem management ITIL 4 compliant?
Yes. Our problem management software aligns with ITIL 4 guidelines, while adding AI automation to speed up every stage of the process.
Does it integrate with other ITSM processes?
Absolutely. Gfacility is a full ITSM problem management and service management suite, seamlessly integrated with Incident Management, Change Management, and Knowledge Management.
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