{"id":3659,"date":"2025-05-09T15:19:38","date_gmt":"2025-05-09T19:19:38","guid":{"rendered":"https:\/\/dev.c2-itsm.com\/gestion-des-incidents-problemes\/"},"modified":"2025-10-03T20:17:31","modified_gmt":"2025-10-03T20:17:31","slug":"incident-problem-management","status":"publish","type":"page","link":"https:\/\/c2-itsm.com\/en\/incident-problem-management\/","title":{"rendered":"Incident and problem management"},"content":{"rendered":"

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Incident and problem management<\/h1><\/div><\/div><\/div>

Manage service interruptions faster and more efficiently.<\/h2><\/div>

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

Plan your demo<\/span><\/a><\/div><\/div><\/div>
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Reduced interruptions, increased efficiency<\/h2><\/div><\/div><\/div>
Reduce resolution times<\/div><\/div>

Accelerate incident handling<\/h4><\/div>
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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.<\/p>\n<\/div><\/div><\/div>

Avoid recurring incidents<\/div><\/div>

Proactive problem handling<\/h4><\/div>
\"IT<\/span><\/div>

Identifiez les causes profondes gr\u00e2ce \u00e0 la CMDB et aux donn\u00e9es de tickets. En liant incidents, actifs et probl\u00e8mes, vous \u00e9vitez les r\u00e9p\u00e9titions et s\u00e9curisez vos op\u00e9rations.<\/p>\n<\/div><\/div><\/div>

Improve service quality<\/div><\/div>

Reliable and measurable<\/h4><\/div>
\"Smiling<\/span><\/div>

Track trends, measure response times, and adapt processes with targeted reports. Give your team the tools to act on what truly matters.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

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Better-managed interruptions, better-protected operations<\/h2><\/div>

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

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Automation of recurring reports<\/h4><\/div><\/div><\/div><\/div>

Automatically trigger ticket creation for known issues using custom rules. Link them to existing workflows already in place.<\/p>\n<\/div>

Learn more about process automation<\/a><\/p>\n<\/div><\/div><\/div>

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Incident handling in service centers<\/h4><\/div><\/div><\/div><\/div>

Standardize the reception and resolution of daily incidents with a centralized portal and clear performance indicators for your agents.<\/p>\n<\/div>

Learn more about service centers<\/p>\n<\/div><\/div><\/div><\/div><\/div>

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Problem tracking in healthcare facilities<\/h4><\/div><\/div><\/div><\/div>

Document interruptions related to medical equipment, clinical software, or sensitive environments. Accelerate resolutions while reinforcing traceability and compliance.<\/p>\n<\/div>

Learn more about the C2 platform for healthcare<\/p>\n<\/div><\/div><\/div>

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Problem documentation for IT audits<\/h4><\/div><\/div><\/div><\/div>

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

Learn more about asset management and the CMDB<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div>

Key features of incident and problem management<\/h2><\/div>

Powerful tools to respond faster, document better, and prevent future interruptions.<\/h3><\/div>
Schedule your demo<\/span><\/i><\/a><\/div>

Discover how C2 makes service interruption management easier by providing your IT teams with powerful analysis and prevention tools.<\/p>\n<\/div><\/div><\/div>

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Automatic classification and prioritization<\/h4><\/div>

Assign urgency and impact levels based on predefined rules to accelerate incident resolution.<\/p>\n<\/div><\/div><\/div>

Centralized ticket management<\/h4><\/div>

All reports are grouped into a single portal, ensuring transparency and speed.<\/p>\n<\/div><\/div><\/div>

Link incidents, problems, and assets<\/h4><\/div>

Connect every event to its potential causes, users, and equipment via the CMDB.<\/p>\n<\/div><\/div><\/div>

Problem lifecycle tracking<\/h4><\/div>

Root cause analysis, approval, validation, and resolution: every problem follows a complete workflow.<\/p>\n<\/div><\/div><\/div>

\"IT<\/span><\/div><\/div><\/div>
\"Smiling<\/span><\/div><\/div><\/div>

Integrated knowledge base<\/h4><\/div>

Reduce repetitive requests with clear and easily accessible articles for your users.<\/p>\n<\/div><\/div><\/div>

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

Visualize incident volumes, response times, and impacts to continuously improve your practices.<\/p>\n<\/div><\/div><\/div>

Plan a demo<\/span><\/i><\/a><\/div><\/div><\/div><\/div><\/div>
\"IT<\/span><\/div><\/div><\/div>

“What\u2019s 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.”<\/p>\n<\/div>

Vincent Marcoux<\/p>\n<\/div>

Director of IT \u2013 City of Beloeil, Canada<\/p>\n<\/div><\/div><\/div>

Read the case study<\/span><\/i><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>
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Resolve better, faster, and without friction.<\/h3><\/div>

Centralize reports, accelerate resolutions, and improve user experience with ITIL-aligned incident and problem management.<\/p>\n<\/div>

Plan your demo<\/span><\/a><\/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>
Read article<\/span><\/i><\/a><\/div><\/div><\/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-3659","page","type-page","status-publish","hentry"],"yoast_head":"\nIncident and problem 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\/incident-problem-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Incident and problem management | C2 ITSM\" \/>\n<meta property=\"og:url\" content=\"https:\/\/c2-itsm.com\/en\/incident-problem-management\/\" \/>\n<meta property=\"og:site_name\" content=\"C2 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