IT SERVICE MANAGEMENT
G-Facility
G-Facility is an AI-native IT service management platform built for IT and service teams who run their operations on ITIL 4. It pairs incident, request, change, and knowledge workflows with AI that actually does the work, not just suggests it.
Industry
IT Service Management
Status
Live in production
The challenge.
Most ITSM tools force teams into rigid forms and slow manual triage, so tickets pile up while engineers spend time categorizing and routing instead of fixing things. Recurring incidents get logged again and again without anyone tracing the root cause, and asset records drift out of date until the CMDB is useless. G-Facility needed to handle the repetitive parts of service management with AI while still staying inside ITIL 4 controls like CAB approvals, freeze windows, and audit trails. The goal was a platform that feels fast and human for end users and stays compliant for IT leaders.
What we built.
We built G-Facility on Next.js and TypeScript with Supabase for data and auth, then layered AI on top to triage, classify, and route tickets and to ground knowledge answers in the team's own articles.
Product foundation
ITSM that works: AI-driven and ITIL-aligned
The home experience leads with the core promise of resolving incidents faster, preventing recurring problems, and keeping IT services reliable without the overhead of traditional tools. We built the ticket flow so a user can describe an issue in plain language and the AI assistant fills in title, location, priority, and attaches matching knowledge base articles. Everything sits behind one all-in-one ITSM view covering service management, asset management and CMDB, and insights.
- Plain-language ticket creation with AI-filled fields
- All-in-one tabs for ITSM, CMDB, and insights
- Knowledge base matches attached automatically
Workplace and IT
An integrated workplace and IT toolkit
Beyond IT, the platform covers workplace and facility work in the same system, including room booking, visitor management, room signage, and AI-optimized room utilization. We designed the marketing and product surfaces to show how IT and workplace data connect rather than living in separate tools. The room booking flow works where people already work, syncing with calendars to cut no-shows and wasted space.
- Room booking with calendar sync
- Visitor management and signage kiosks
- AI-optimized room utilization
Who we are
AI assistants and AI workers for service teams
The About and product story centers on AI taking over the repetitive, error-prone parts of operations so people focus on creative and strategic work. We built configurable AI agents and use cases, like an agent that updates knowledge base articles automatically when a ticket reveals a gap. The system covers booking and managing rooms, handling meeting services, asset tracking, and turning workplace data into actionable insights.
- Configurable AI agents per use case
- Auto-updates knowledge from resolved tickets
- Asset tracking with real telemetry
Reach and content
Expert support and a working knowledge hub
We built the lead and content surfaces around real adoption, with a demo scheduler that books directly from a calendar and a blog covering ITSM, IoT, and facility topics by category. The site shows named organizations already using Gfacility, including PwC, Breda University, and several Dutch municipalities. The 'Challenge us' flow lets prospects send a concrete service management problem and get a tailored response.
- Calendar-based demo booking
- Categorized blog and customer cases
- Live customer logos including PwC and Breda University
How we built it.
The path from first conversation to a production system.
Map ITIL 4 workflows
We modeled incident, request, change, problem, and knowledge processes so the product follows ITIL 4 practices including CAB approvals, freeze windows, and audit trails.
Build the core platform
We built the application on Next.js and TypeScript with Supabase handling the database, auth, and real-time data behind the ticketing and CMDB views.
Layer in AI
We integrated AI for ticket triage, classification, and routing, plain-language ticket creation, knowledge grounding, and configurable agents that act with human oversight.
Ship and connect modules
We tied IT service management together with asset and CMDB, workplace, and facility modules, then put it into production with live customers.
The results.
What G-Facility delivers in production, and the core stack it runs on.
IT service management, workplace, and facility management run in a single connected system.
Incident, request, change, problem, and knowledge management with CAB approvals and audit trails.
AI categorizes, enriches, and routes tickets and attaches matching knowledge articles automatically.
Used by organizations including PwC, Breda University, and Dutch municipalities.
Next.js
React
TypeScript
Tailwind
Supabase
PostgreSQL
Node.js
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