Incident and problem management

Manage service interruptions faster and more efficiently.

Service interruptions hurt performance. By structuring incident and problem management with ITIL best practices, the C2 platform helps you restore services more quickly and eliminate recurring issues. Automate intake, prioritize critical requests, and document solutions to better prevent future incidents.

Illustration of the C2 ITSM interface for incident and problem management with structured workflows and prioritization tools

Reduced interruptions, increased efficiency

Reduce resolution times

Accelerate incident handling

Two IT professionals working together on a laptop, collaborating to resolve incidents efficiently

Centralize reports in a single service desk, classify them efficiently, and automate assignment. Offer a seamless journey from detection to resolution without letting anything slip through.

Avoid recurring incidents

Proactive problem handling

IT support team at desks with multiple monitors, proactively managing problems and monitoring systems.

Identifiez les causes profondes grâce à la CMDB et aux données de tickets. En liant incidents, actifs et problèmes, vous évitez les répétitions et sécurisez vos opérations.

Improve service quality

Reliable and measurable

Smiling woman stretching at her desk, relaxed after completing tasks, symbolizing improved IT service quality

Track trends, measure response times, and adapt processes with targeted reports. Give your team the tools to act on what truly matters.

Better-managed interruptions, better-protected operations

C2 allows you to centralize reports, track incidents, and investigate root causes. Whether you need to respond quickly to an urgent request or document a recurring problem, your process is structured, connected, and adapted to your reality.

Automation of recurring reports

Automatically trigger ticket creation for known issues using custom rules. Link them to existing workflows already in place.

Learn more about process automation

Incident handling in service centers

Standardize the reception and resolution of daily incidents with a centralized portal and clear performance indicators for your agents.

Learn more about service centers

Problem tracking in healthcare facilities

Document interruptions related to medical equipment, clinical software, or sensitive environments. Accelerate resolutions while reinforcing traceability and compliance.

Learn more about the C2 platform for healthcare

Problem documentation for IT audits

Link each interruption to its causes, solutions, and impacts on critical assets. Provide your IT department with a complete history to support risk analyses and audits.

Learn more about asset management and the CMDB

Key features of incident and problem management

Powerful tools to respond faster, document better, and prevent future interruptions.

Discover how C2 makes service interruption management easier by providing your IT teams with powerful analysis and prevention tools.

Two IT technicians in protective gear reviewing incident data on a tablet in a factory setting, illustrating C2’s problem management features.
Screenshot of the C2 platform showing automated ticket classification and prioritization for faster incident resolution.

Automatic classification and prioritization

Assign urgency and impact levels based on predefined rules to accelerate incident resolution.

Centralized ticket management

All reports are grouped into a single portal, ensuring transparency and speed.

Link incidents, problems, and assets

Connect every event to its potential causes, users, and equipment via the CMDB.

Problem lifecycle tracking

Root cause analysis, approval, validation, and resolution: every problem follows a complete workflow.

IT technician unloading tools and cables from a service van, representing problem lifecycle tracking and root cause analysis.
Smiling IT support professional on the phone with a customer while using C2’s knowledge base platform.

Integrated knowledge base

Reduce repetitive requests with clear and easily accessible articles for your users.

Detailed reports and dashboards

Visualize incident volumes, response times, and impacts to continuously improve your practices.

IT director using C2 platform on a desktop computer, showcasing centralized and personalized service portal for citizen and employee requests.

“What’s great with C2 is that we now have a centralized and customized portal. Employees and citizens can make requests, receive an acknowledgment, and track progress quickly and easily.”

Vincent Marcoux

Director of IT – City of Beloeil, Canada

Resolve better, faster, and without friction.

Centralize reports, accelerate resolutions, and improve user experience with ITIL-aligned incident and problem management.

Incident management: turning disruptions into opportunities
Enterprise service management made simple What it really means for mid-sized organizations
Enterprise service management made simple for mid-sized organizations
Human Resources: bringing efficiency through service management

Every month, discover articles, news, and more with the C2 newsletter, delivered straight to your inbox.

Case Study: the city of Beloeil used the C2 Platform