Service performance management

Run your operations with clear, reliable, and customizable data.

Service Level Agreements (SLAs) define your commitments to internal or external users. But to deliver on them, you need the ability to monitor, respect, and adapt in real time.

The C2 platform gives you a clear view of performance with dynamic dashboards, accurate indicators, and customizable reports. Automate monitoring, analysis, and escalation to deliver consistent service, no matter the workload.

C2 ITSM dashboard interface with charts and SLA performance metrics for service management.

Clear expectations, measurable results

Align your actions

Work in sync with your business objectives

Team aligning IT service performance with business objectives using C2 ITSM dashboards.

Dashboards structure data according to your strategic goals. The entire team knows what is expected, what’s pending, and can deliver consistent performance.

Analyze better

Give decision-makers the visibility they need

Managers using C2 ITSM performance reports to track SLAs, volumes, and resolution times.

With flexible reports, executives quickly access data such as resolution times, request volumes, and SLA compliance. They can prioritize efforts and make better decisions.

Stay on track

Easily see request status at a glance

Employee monitoring SLA compliance and urgent requests with C2 ITSM dashboard indicators.

Color-coded SLA indicators in the grid and tickets help teams quickly spot urgent or overdue requests. Sort and filter easily to stay on track and avoid oversights.

Stay on track.
Keep clarity at every step.

Make smarter decisions with reliable indicators and reports aligned with your priorities. The C2 platform helps you monitor SLAs, visualize trends, detect gaps, and continuously adjust operations. Stay in control, prove your performance, and align efforts with organizational needs.

Manage incidents and problems effectively

Standardize incident resolution and automate recurring problem assignments. C2 helps reduce response times and prevent oversights with clear processes and escalation rules.

Learn more about incident and problem management

Plan your team’s workload

Adjust service levels based on real agent availability. Integrate work schedules and leave management to prioritize tickets according to actual staffing resources.

Learn more about service desk management

Streamline change management

Ensure smooth implementation with approved workflows, automated rules, and centralized tracking. Reduce risks tied to changes with complete visibility over each request.

Learn more about change management

Set clear timelines for HR processes

Structure commitments by request type: grievances, hiring, approvals, validations, and more. SLAs help ensure requests are handled quickly, fairly, and according to internal standards.

Learn more about HR request management with C2

Key features of performance management

Monitor service quality in real time

The C2 platform simplifies service performance monitoring with features designed to maximize transparency, fairness, and efficiency.

Manage your SLAs, visualize key indicators, generate reliable reports, and adapt operations in real time. Discover how our tools adjust to your on-the-ground reality while keeping your goals clearly in sight.

Technicien informatique effectuant une réparation matérielle sur un ordinateur de bureau, illustrant un cas de gestion de billet dans un centre de services ITSM.

Priorities by role and request type

Adjust resolution times based on the ticket’s nature, its impact, or the requester’s role. Ensure fair and tailored treatment for every situation.

C2 ITSM SLA management interface prioritizing requests by role, impact, and type of demand.

Visual SLA tracking indicators

Colors, statuses, and icons instantly show your teams which SLAs are at risk, overdue, or on track.

C2 ITSM visual SLA tracking with color-coded indicators for overdue, at-risk, and compliant service levels

Automated resolution time calculations

The C2 platform automatically calculates response and resolution deadlines with zero errors, so your teams can focus on what matters most.

Performance overview dashboards

Stay ahead with clear, dynamic dashboards. Track trends, detect gaps, and make informed decisions without waiting until month-end.

Customizable reports and dashboards

Monitor SLA performance with configurable dashboards. Identify gaps, trends, and necessary adjustments to stay on target.

Employée entourée de boîtes de livraison, utilisant une tablette et un terminal numérique pour gérer les demandes de service.

Flexible resolution times: hours, days, or weeks

Adapt resolution times to reality: urgent incidents in hours, complex requests in days, or long-term commitments in weeks.

Role-based reporting

Deliver the right insights to the right stakeholders: executives, IT teams, or service managers. Export filtered, scheduled, or on-demand reports tailored to business goals.

Témoignage client d’Acceo illustré par la façade de l’entreprise, soulignant la flexibilité et la personnalisation de C2 ITSM

“We really like it for its flexibility and its ability to adapt to our teams’ different needs. C2 is robust and customizable thanks to its CIs.”

William Turcotte

IT Business Analyst – Acceo

Keep your commitments, without compromise.

Deliver reliable, predictable service with precise SLA management in C2. Clear deadlines. Shared expectations. Controlled performance.

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

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Case Study: the city of Beloeil used the C2 Platform