{"id":3600,"date":"2025-05-07T15:03:46","date_gmt":"2025-05-07T19:03:46","guid":{"rendered":"https:\/\/dev.c2-itsm.com\/gestion-sla-itsm\/"},"modified":"2025-10-03T16:27:43","modified_gmt":"2025-10-03T16:27:43","slug":"service-performance-management","status":"publish","type":"page","link":"https:\/\/c2-itsm.com\/en\/service-performance-management\/","title":{"rendered":"Service performance management"},"content":{"rendered":"

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Service performance management<\/h1><\/div><\/div><\/div>

Run your operations with clear, reliable, and customizable data.<\/h2><\/div>

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.<\/p>\n

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.<\/p>\n<\/div>

Book your demo<\/span><\/a><\/div><\/div><\/div>
\"C2<\/a><\/span><\/div><\/div><\/div><\/div><\/div>
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Clear expectations, measurable results<\/h2><\/div><\/div><\/div>
Align your actions<\/div><\/div>

Work in sync with your business objectives<\/h4><\/div>
\"Team<\/span><\/div>

Dashboards structure data according to your strategic goals. The entire team knows what is expected, what\u2019s pending, and can deliver consistent performance.<\/p>\n<\/div><\/div><\/div>

Analyze better<\/div><\/div>

Give decision-makers the visibility they need<\/h4><\/div>
\"Managers<\/span><\/div>

With flexible reports, executives quickly access data such as resolution times, request volumes, and SLA compliance. They can prioritize efforts and make better decisions.<\/p>\n<\/div><\/div><\/div>

Stay on track<\/div><\/div>

Easily see request status at a glance<\/h4><\/div>
\"Employee<\/span><\/div>

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.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

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Stay on track.
Keep clarity at every step.<\/h2><\/div>

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.<\/p>\n<\/div><\/div><\/div>

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Manage incidents and problems effectively<\/h4><\/div><\/div><\/div><\/div>

Standardize incident resolution and automate recurring problem assignments. C2 helps reduce response times and prevent oversights with clear processes and escalation rules.<\/p>\n<\/div>

Learn more about incident and problem management<\/p>\n<\/div><\/div><\/div>

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Plan your team\u2019s workload<\/h4><\/div><\/div><\/div><\/div>

Adjust service levels based on real agent availability. Integrate work schedules and leave management to prioritize tickets according to actual staffing resources.<\/p>\n<\/div>

Learn more about service desk management<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div>

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Streamline change management<\/h4><\/div><\/div><\/div><\/div>

Ensure smooth implementation with approved workflows, automated rules, and centralized tracking. Reduce risks tied to changes with complete visibility over each request.<\/p>\n<\/div>

Learn more about change management<\/p>\n<\/div><\/div><\/div>

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Set clear timelines for HR processes<\/h4><\/div><\/div><\/div><\/div>

Structure commitments by request type: grievances, hiring, approvals, validations, and more. SLAs help ensure requests are handled quickly, fairly, and according to internal standards.<\/p>\n<\/div>

Learn more about HR request management with C2<\/p>\n<\/div><\/div><\/div><\/div><\/div>

Key features of performance management<\/h2><\/div>

Monitor service quality in real time<\/h3><\/div>
Plan your demo<\/span><\/i><\/a><\/div>

The C2 platform simplifies service performance monitoring with features designed to maximize transparency, fairness, and efficiency.<\/p>\n

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.<\/p>\n<\/div><\/div><\/div>

\"Technicien<\/span><\/div><\/div><\/div>

Priorities by role and request type<\/h4><\/div>

Adjust resolution times based on the ticket\u2019s nature, its impact, or the requester\u2019s role. Ensure fair and tailored treatment for every situation.<\/p>\n<\/div><\/div><\/div>

\"C2<\/span><\/div><\/div><\/div>

Visual SLA tracking indicators<\/h4><\/div>

Colors, statuses, and icons instantly show your teams which SLAs are at risk, overdue, or on track.<\/p>\n<\/div>

\"C2<\/span><\/div><\/div><\/div><\/div>

Automated resolution time calculations<\/h4><\/div>

The C2 platform automatically calculates response and resolution deadlines with zero errors, so your teams can focus on what matters most.<\/p>\n<\/div><\/div><\/div>

Performance overview dashboards<\/h4><\/div>

Stay ahead with clear, dynamic dashboards. Track trends, detect gaps, and make informed decisions without waiting until month-end.<\/p>\n<\/div><\/div><\/div>

Customizable reports and dashboards<\/h4><\/div>

Monitor SLA performance with configurable dashboards. Identify gaps, trends, and necessary adjustments to stay on target.<\/p>\n<\/div><\/div><\/div>

\"Employ\u00e9e<\/span><\/div><\/div><\/div>

Flexible resolution times: hours, days, or weeks<\/h4><\/div>

Adapt resolution times to reality: urgent incidents in hours, complex requests in days, or long-term commitments in weeks.<\/p>\n<\/div><\/div><\/div>

Role-based reporting<\/h4><\/div>

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.<\/p>\n<\/div><\/div><\/div>

Plan your demo<\/span><\/i><\/a><\/div><\/div><\/div><\/div><\/div>
\"T\u00e9moignage<\/span><\/div><\/div><\/div>

“We really like it for its flexibility and its ability to adapt to our teams\u2019 different needs. C2 is robust and customizable thanks to its CIs.”<\/p>\n<\/div>

William Turcotte<\/p>\n<\/div>

IT Business Analyst \u2013 Acceo<\/p>\n<\/div><\/div><\/div>

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Keep your commitments, without compromise.<\/h3><\/div>

Deliver reliable, predictable service with precise SLA management in C2. Clear deadlines. Shared expectations. Controlled performance.<\/p>\n<\/div>

Schedule your demo<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>
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Incident management: turning disruptions into opportunities<\/h6><\/div>
Read article<\/span><\/i><\/a><\/div><\/div><\/div>
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\"Enterprise<\/a><\/span><\/div>
Enterprise service management made simple for mid-sized organizations<\/h6><\/div>
Read article<\/span><\/i><\/a><\/div><\/div><\/div>
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Human Resources: bringing efficiency through service management<\/h6><\/div>
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Every month, discover articles, news, and more with the C2 newsletter, delivered straight to your inbox.<\/p>\n<\/div>

Subscribe<\/span><\/i><\/a><\/div><\/div><\/div>
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Case Study: the city of Beloeil used the C2 Platform<\/h6><\/div>
Read more<\/span><\/i><\/a><\/div><\/div><\/div><\/div><\/div>\n<\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"content-type":"","footnotes":""},"class_list":["post-3600","page","type-page","status-publish","hentry"],"yoast_head":"\nService performance management | C2 ITSM<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/c2-itsm.com\/en\/service-performance-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service performance management | C2 ITSM\" \/>\n<meta property=\"og:url\" content=\"https:\/\/c2-itsm.com\/en\/service-performance-management\/\" \/>\n<meta property=\"og:site_name\" content=\"C2 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