# C2 ITSM Reviews **Vendor:** SherWeb **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 40 ## About C2 ITSM C2 ITSM is a comprehensive IT service management solution designed to help organizations of all sizes streamline their IT operations, boost productivity, and enhance customer service. Built on a flexible and customizable framework, C2 ITSM adapts to the unique workflows and processes of each organization, offering a tailored approach to IT service management that aligns with specific operational requirements. Targeted primarily at IT departments across various sectors, C2 ITSM is particularly beneficial for organizations that manage a high volume of service requests and require efficient incident and problem resolution. The platform is equipped to handle a wide range of use cases, from automating repetitive tasks to providing a centralized configuration management database (CMDB) that offers complete visibility into IT assets and configurations. By adhering to ITIL's best practices, C2 ITSM enables organizations to effectively manage incidents, problems, changes, and assets, ultimately leading to improved service delivery and customer satisfaction. Key features of C2 ITSM include robust incident and problem management capabilities, which empower IT teams to resolve issues quickly and efficiently. The platform also offers change management tools that facilitate the implementation of changes with minimal disruption to ongoing operations. Additionally, the asset management feature provides valuable insights into the lifecycle of IT assets, allowing organizations to optimize their resources and reduce operational costs. The user-friendly interface unifies service management processes, simplifying collaboration and communication among team members. C2 ITSM distinguishes itself in the IT service management category by offering seamless integration with existing tools, advanced reporting, and analytics capabilities. This functionality empowers IT teams to make data-driven decisions and enhances their ability to respond proactively to service requests. Furthermore, the solution is backed by a strong support system, including 24/7 North American support and a financially backed 99.9% service level guarantee, ensuring that organizations can depend on C2 ITSM for their IT service management needs. With a proven track record since 2008, C2 ITSM is committed to security and compliance, being hosted in North America and adhering to ISO 27001 and SOC-2 Type II certifications. This dedication to quality and security, combined with an affordable pricing model that avoids costly add-ons, positions C2 ITSM as a reliable choice for organizations seeking to enhance their IT service management capabilities. ## C2 ITSM Reviews ### 1. Very versatile application **Rating:** 4.5/5.0 stars **Reviewed by:** Stéphane c. | analyste applicatif, Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2022 **What do you like best about C2 ITSM?** The possibility to customize the functionality to meet our needs. The simplicity of using the portal by the clients and the simplicity of displaying requests as we want for the resources. **What do you dislike about C2 ITSM?** The request details screen is very cluttered. The status tags take up a lot of space at the top of the screen, as do the names of resources and clients. I would like to have more space in the description so I don't have to enlarge it. In the Management screens, it is sometimes difficult to quickly know which line we are selected on because the colors are the same. **What problems is C2 ITSM solving and how is that benefiting you?** Mainly, it is the centralization of requests that allows us to see the progress and workload. Notifications help us to be quicker in our response times. **Official Response from Mathieu Leblanc:** > Great input, thanks! Our UI/UX revamp initiative is ongoing, your direct collaboration would be very beneficial, if interested please reach out directly to share your feedback! ### 2. the software is efficient and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Marc-Andre D. | It support manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2022 **What do you like best about C2 ITSM?** The application is fully configurable and easy to configure. Each menu can be edited according to our needs. keyword research is also a strength of this application **What do you dislike about C2 ITSM?** System fields that are immutable and mandatory. We do not have the possibility to change the colors of the menus or the lists and it's not easy to program automatic email reminders **What problems is C2 ITSM solving and how is that benefiting you?** For us, the major problem that C2 has solved is the follow-up that we can offer our users in the processing of their support requests. Now no more requests fall into oblivion **Official Response from Mathieu Leblanc:** > Thanks for comments! System fields will be editable soon, and more options in terms of personalization are coming soon! Reach out to us to find out when. ### 3. Good request management system with a touch of ITIL **Rating:** 4.5/5.0 stars **Reviewed by:** Jean-François B. | IT administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2022 **What do you like best about C2 ITSM?** The simplicity of creating new requests type with a simple form creator. The creation of automation. The possibility of creating KB articles for the users. Their support is great. **What do you dislike about C2 ITSM?** The documentation needs an update. The KBs that are available for the system administrator contains a lot information, but it is far from complete. **What problems is C2 ITSM solving and how is that benefiting you?** This solution helps us manage our requests and inventory. Not only the requests for the IT help desk but for other departments. **Official Response from Mathieu Leblanc:** > JF we are almost done with a full admin and resource guide update, reach out to us to get a copy. KB and articles are next! ### 4. Systme very adaptable **Rating:** 5.0/5.0 stars **Reviewed by:** Claude M. | Coordonnateur des actifs de service et des configurations, Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2022 **What do you like best about C2 ITSM?** That we can adapt C2 itsm to your need an our reality. **What do you dislike about C2 ITSM?** Nothing, we have great support fromC2 weather is about cloud migration, uses of C2 or how we can adapt the tool for our need. **What problems is C2 ITSM solving and how is that benefiting you?** It help us, with the coordination of all our IT assets. **Official Response from Mathieu Leblanc:** > Thanks for your review Claude! ### 5. Good ITSM tool that improves year after year **Rating:** 5.0/5.0 stars **Reviewed by:** Roxane L. | Analyste en informatique, Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2022 **What do you like best about C2 ITSM?** The flexibility of the tool and the customer service provided by the team of analysts and technicians. **What do you dislike about C2 ITSM?** The graduation of improvements made from a test environment to the production environment. **What problems is C2 ITSM solving and how is that benefiting you?** Allows supporting the implementation and management of the various ITIL processes in our organization. **Official Response from Mathieu Leblanc:** > Thanks for your review Roxane! Teach out to us in order to get our assistance with managing how your data and configurations are copied from your pre-prod to your production environments (both-ways really), we have internal tools that can help. ### 6. I use it all the time and I love it. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** C2 is a very intuitive software, the CMDB allows the management of our equipment and software inventory. The integration with Azure fits very well into our infrastructure. **What do you dislike about C2 ITSM?** There is a lack of better integration with SCCM for the automatic management of computer inventory. Managing projects using C2 has been complicated for our team. **What problems is C2 ITSM solving and how is that benefiting you?** Centralized ticket management, a single entry point for my organization. The inventory of our equipment allows me to make short and long-term decisions. **Official Response from Mathieu Leblanc:** > Thanks for your great review! Enhancement to our SCCM (end point manager and Intune) synchronization has been completed. Reach out to get more details. ### 7. Very powerful tool slowed down by a lack of workforce **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2022 **What do you like best about C2 ITSM?** The custom business rules that we can create The client portal is very effective in retrieving more information from them The available ways to implement connectors The built-in knowledge base **What do you dislike about C2 ITSM?** The complexity of making simple tasks The long waiting period for bug fixes and changes 3rd party implementations are very rough; see nonexistent. The kickoff is too slow and too long **What problems is C2 ITSM solving and how is that benefiting you?** Mostly trying to integrate many tools into one. We are not there yet, but we are close to reach our goal. **Official Response from Mathieu Leblanc:** > Really appreciate your input! Pretty much everything in your list currently an active element on our development roadmap or will become active in the next few months. I have a spot open on our advisory board, reach out if interested to find out more! ### 8. Scalable tool with many possibilities for tracking requests. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** Automation of certain tasks, process optimization, very extensive personalization, and the product catalog and knowledge base are very effective with keyword search as assets. Support in French, multi-platform, personalized development, and the concern for supplier support. **What do you dislike about C2 ITSM?** It is a tool in which we must invest time to benefit from its effectiveness. The reports are limited and are not useful for all fields. The application shows some slowness, but it is smooth 90% of the time. **What problems is C2 ITSM solving and how is that benefiting you?** We have automated processes and facilitated contact with customers. Our clients have access to a knowledge base and self-service requests, even outside of business hours. **Official Response from Mathieu Leblanc:** > Thanks for your input! Our reporting and dashboards will receive a full revamp this year so stay tuned for major enhancements! ### 9. The App is good. A little bit a lack of performance . More than 1000 ticket open/day. **Rating:** 4.0/5.0 stars **Reviewed by:** Denis G. | Expert Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2022 **What do you like best about C2 ITSM?** Easy to configure for customizing. We have many BU with different process **What do you dislike about C2 ITSM?** A lack of performance. Update versions are difficult. **What problems is C2 ITSM solving and how is that benefiting you?** Many automatisms we configure by ourselves help our process to be automated. **Official Response from Mathieu Leblanc:** > Our fully redundant and high-availability ISO 27001 and SOC-2 certified infrastructure has recently gotten a HUGE boost in performance. Contact us to get more details! ### 10. Easy to understand and very comprehensive **Rating:** 5.0/5.0 stars **Reviewed by:** Robert M. | Analyste spécialisé en sécurité, Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2022 **What do you like best about C2 ITSM?** Understand the reality of IT for a company like ours **What do you dislike about C2 ITSM?** Nothing since it practically meets all our needs **What problems is C2 ITSM solving and how is that benefiting you?** Incident management according to the model used in IT **Official Response from Mathieu Leblanc:** > I am happy to hear that you find that C2 ITSM meets all of your needs Robert! ### 11. Good solution **Rating:** 4.0/5.0 stars **Reviewed by:** Brigitte M. | IT, Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** I can add all my interaction in the note section **What do you dislike about C2 ITSM?** When C2 bug and I can find why. I have to restart **What problems is C2 ITSM solving and how is that benefiting you?** Why C2 bug when we simplely work in it ### 12. Works fine most of the time, often slow to very slow during afternoon. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** Easy to use interface, can do customization for a lot of stuff. **What do you dislike about C2 ITSM?** The slowness during the afternoon, sometime the system cannot be used, which impacts our response time for requests or the ability to play with the inventory. **What problems is C2 ITSM solving and how is that benefiting you?** We needed a system that could manage the inventory with ease and a historic of modification. It's a requirement for us for ISO requirements. **Official Response from Mathieu Leblanc:** > Our fast growth over the last 2 years has impacted our performance as many, and often very large, new customers were added to our cloud. Over the last 6 months huge investments have gone towards addressing this very issue and we are happy to say that significant improvements have been made (and confirmed by our customers). Reach out to us directly to get more insights on what was done and what's to come. Transparency is a core value at C2! ### 13. efficient solution for IT support with ITSM base build **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** The best part of C2 is its capacity to drive differents input in a fast and reliable way. You can get inputs from email, portal, phone call and other api. **What do you dislike about C2 ITSM?** C2 does not offer enough tools to create html personnal web page. **What problems is C2 ITSM solving and how is that benefiting you?** C2 solves problems of tickets treatment faster and throuth ITSM philosophy. **Official Response from Mathieu Leblanc:** > Thanks for the review and I would be interested to know more about your needs to customize our self-service client portal. Many customizations are already possible however getting insights from our customers is a key priority for us. Did you know that about 60% of our software updates contain features requested to us by our customers! ### 14. User-friendly and pleasant tracking management tool to use **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** Clear and easy-to-use display when configured according to our needs **What do you dislike about C2 ITSM?** The tool is not intuitive It must be customized to be user-friendly There are not many help resources (support tools, reference guide) **What problems is C2 ITSM solving and how is that benefiting you?** Tracking of received requests Improve tracking, no loss of requests, efficiency **Official Response from Mathieu Leblanc:** > Great feedback, thanks for sharing! Reach out to us for a copy of our newly updated guides and articles. Since education is a key vertical at C2 adapting our templates (service catalogues, CMDB, processes, etc) to meet the evolving needs of our customers is an ongoing initiative at C2. Please reach out to us directly so that I can assign a C2 business analyst to work with you. Cheers! ### 15. C2ATOM **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2022 **What do you like best about C2 ITSM?** Fast, easy to configure / Easy to configure **What do you dislike about C2 ITSM?** Cost, API integration **What problems is C2 ITSM solving and how is that benefiting you?** Optimization of business processes, saving time and increasing productivity for resources. **Official Response from Mathieu Leblanc:** > Updated APIs and a well-documented marketplace is coming soon ! Reach out to us to find out more... ### 16. Good application but takes a time and good analysis for integration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2022 **What do you like best about C2 ITSM?** Processus management, intégrations with a lot of applications, more specifically with active directory **What do you dislike about C2 ITSM?** CMDB management is not very ergonomic. The documentation is outdated, despite an on-premise option, total dependence on technical support. **What problems is C2 ITSM solving and how is that benefiting you?** ITSM Management, helpdesk ticket management, local knowledge base management and timesheet **Official Response from Mathieu Leblanc:** > Thanks for the feedback! Our documentation and KB is undergoing a huge revamp and update. Reach out to us for updated guides and articles. A full UI/UX project is also currently ongoing and your input would be greatly appreciated. Reach out to us to participate in our planned enhancements! ### 17. waiting times are sometimes long **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2022 **What do you like best about C2 ITSM?** Courteous service the poeple are very nice **What do you dislike about C2 ITSM?** The waiting time is sometimes bad, when we call the IT help line, the actual system C2 well its not user freindly the actual format **What problems is C2 ITSM solving and how is that benefiting you?** often password changes or software not functioning **Official Response from Mathieu Leblanc:** > Our support team has tripled in size in the last 24-months. Training is a big focus of ours. We will do our best to provide you with the support you expect in the future! ### 18. Great partner **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** They did a great job listening to our needs and provided a comprehensive solution. **What do you dislike about C2 ITSM?** The workshops were a bit condensed, not much time in-between to complete the required work. **What problems is C2 ITSM solving and how is that benefiting you?** Implementing a service center ticketing solution **Official Response from Mathieu Leblanc:** > Thanks for the review and feedback! ### 19. Very flexible ITSM Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2022 **What do you like best about C2 ITSM?** Personalization to fit business needs and ITSM processes **What do you dislike about C2 ITSM?** Too much personalization slows down performance. **What problems is C2 ITSM solving and how is that benefiting you?** Asset management is integratedd with all the processes of ITSM, (Incident management, change management, asset lifecycle... etc.) **Official Response from Mathieu Leblanc:** > Healthcare is a key vertical for C2. Please reach out to us directly so we can better understand your needs and work with you limit personalization options. ### 20. Computer technician cl princ **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about C2 ITSM?** You can build it pretty much how you like. **What do you dislike about C2 ITSM?** Some time the interface is a bit heavy to use. The follow-up of the ticket is not that easy with the email and notes; you don't see it quickly, you need to dig into the ticket to see all the details. **What problems is C2 ITSM solving and how is that benefiting you?** A system that my entire organization can use for almost all requests. **Official Response from Mathieu Leblanc:** > Great review, thanks! Our UI/UX initiative will enhance your experience. I would be interested in talking to you about your needs, please reach out to us directly. Cheers! ### 21. Is very flexible and fully customizable **Rating:** 4.5/5.0 stars **Reviewed by:** Ralph B. | Team Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2019 **What do you like best about C2 ITSM?** One of my favorite features is that it allows me to focus specifically on one task to present and be updated of the other following tasks. Its installation is really easy. **What do you dislike about C2 ITSM?** Some of my employees have a bit of difficulty activating the software to activate all its functions completely which may be due to the power of the computer should improve that aspect for not so powerful computers. **Recommendations to others considering C2 ITSM:** I would recommend this tool with pleasure to other companies that need these specific characteristics since the performance of their work is very good and the performance is better than expected due to its excellent price. **What problems is C2 ITSM solving and how is that benefiting you?** This tool has helped us a lot in our company since since we installed it, it is part of our integration team and we have had the follow-up of assets and files to execute in a corresponding way with better schedules and excellent characteristics. The support is very useful and fast as a system helps us understand and distribute better everything in the company, earning time to perform more tasks. ### 22. Great adaptable and powerful tool **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel L. | Manager, Help desk and Quality Assurance, Wholesale, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2016 **What do you like best about C2 ITSM?** It is possible to track data for all services our company can offer internally. It is possible to automate many processes within the application and also create API to link the application with outside source system. Most of our departments will use C2 Atom in a near future. CMDB is another great assets of this system to manage inventory. **What do you dislike about C2 ITSM?** As we have many departments, the standard reporting and dashboards doesn't show what we would like most of the time. It would be nice if the reporting and dashboards were filtered by queue. Also sometime after version update, some features are not working anymore. I know how hard it is to test a complete solutions within a month, but those bugs can cause some nightmares to an organization when functions stop functioning properly. **Recommendations to others considering C2 ITSM:** C2 is a very great service ticketing system that is highly adaptable to any type of service. The interaction and API functions can meet all conditions that can be required in any work environment. All enterprises who would like to manage internal or external customers requests should at least have a look at this great solution. **What problems is C2 ITSM solving and how is that benefiting you?** first we have consolidated our IT departments and C2 Atom helped us to centralize all requests at the same place. Same for our Engineering departments that are creating all there projects in C2 and other corporate department that are managing all their requests In C2. It standardize our processes, so it saves time and money to the organization. It also gives us a lot of data on how many requests we get, major problems, so it helps managing the use of our resources, find the source of our major problems and fixed them when possible. At the end in makes of save money and help us to put our efforts at the right place. ### 23. This is THE ticket/request management AND workflow solution **Rating:** 5.0/5.0 stars **Reviewed by:** Rachelle T. | Help Desk Supervisor, Law Practice, Enterprise (> 1000 emp.) **Reviewed Date:** October 28, 2016 **What do you like best about C2 ITSM?** It is incredibly flexible, I like to say that I can make it dance. It obviously manages IT tickets, but so much more as it is also used by other service departments. We often forget that it's not just IT that needs to manage their requests, all services are faced with the same issues. Where this application distinguishes itself is the flexibility of customizing the requests and workflows to different departments, regions, clients, etc. The Client portal (one stop for all service requests, no matter the department) is a great tool and so easy to manage. **What do you dislike about C2 ITSM?** It did take us longer than expected to implement. This was not an issue with C2Atom, the tool forced us to analyze and review our processes. So in fact it helped us improve the service, but did require more time on our part. **Recommendations to others considering C2 ITSM:** This is definitely a one stop shop for any service wanting to manage requests and workflows. This allows you to have one application to support that will allow you to deal with requests, projects, timesheets, client facing interface for requests, dashboards, CMDB, workflows. The supplier is constantly improving their product and working closely with their clients. **What problems is C2 ITSM solving and how is that benefiting you?** It has allowed us to standardize how certain service requests are dealt with, improving the overall client experience. The metrics helped to identify where we had issues, whether it be with SLAs, staffing, equipment. **Official Response from Benoit Lévesque:** > Thank you for your feedback Rachelle! We are glad to see that you're having a great experience with C2 ATOM. Because C2 ATOM is a complete service management solution that supports all types of business processes (Whether it is IT, HR or anything else), it's normal that the configuration and preparation can take some time. Once the processes are "documented, known, mastered", it is easier for you to support them with our solution. One thing we suggest to our customer during our projects is to go by phase. This method help to plan small deliverables, be more flexible (agile) and gives the project a better chance of being successful. Keep in mind that we are constantly trying to improve that time however and it is getting faster and faster. ### 24. C2 Atom gis the right tool for our IT department **Rating:** 4.5/5.0 stars **Reviewed by:** Philippe C. | Senior DBA, Government Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2016 **What do you like best about C2 ITSM?** The tool is very flexible and intuitive to use. the organisation behind it is always listening to our new concerns and project and there is always a way to make our idea no matter how crazy works. **What do you dislike about C2 ITSM?** There is not much to dislike, sometimes the updates came too frenquently so it's hard to keep up. Still we can easilly stay on a older versions for a few more week as the product is quite stable **What problems is C2 ITSM solving and how is that benefiting you?** Apart from having our incident and request tickets intergrated. We have of change resquest process, CMDB and many tool to help with our employes time sheet as well ### 25. in configuration, not in use for now. But great potential **Rating:** 3.5/5.0 stars **Reviewed by:** Alexandre G. | Technicien informatique, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2016 **What do you like best about C2 ITSM?** web interface. ability for users to create request from a web interface. **What do you dislike about C2 ITSM?** Cannot configure style of elements in a form. built in attributes are fixed, cannot be moved in the form page. **What problems is C2 ITSM solving and how is that benefiting you?** We are about to solving these problems: - Only two ways to communicate with our helpdesk (phone and email) - Clients cannot follow their request status. - Communication with client is hard to manage. Benefits are about to come when we will be in production. ### 26. Respond to our needs **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2016 **What do you like best about C2 ITSM?** Relatively good flexibility, possibility to produce interesting and customized reports via SSRS and integrate them into the application interface. Integration of our hardware and software inventory. **What do you dislike about C2 ITSM?** The overall slowness of the application, although it has been improved, still leaves much to be desired. The function to paste an image is not available in Internet Explorer, although this browser can support this function once enabled. **What problems is C2 ITSM solving and how is that benefiting you?** Standardization of the request resolution procedure. Users can more easily track their requests and access their history of past requests. The handling and resolution time has improved. ### 27. C2 Atom **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2016 **What do you like best about C2 ITSM?** The application is fully web based, no more fat client like it's predecessor and it is interfaced with SQL Server which allows to easily create reports with SSRS. **What do you dislike about C2 ITSM?** When applying updates, the whole IIS folder gets replaced, that prevents us from adding coding to better suite our needs. This product is a one size fits all, this isn't always a good fit for us. **Recommendations to others considering C2 ITSM:** If you don't have special needs, it's a product to consider. **What problems is C2 ITSM solving and how is that benefiting you?** We are currently in the pre-migration phase, but all our changes, incidents, problems, projects and requests are managed with this product. The CMDB is also a strong asset, allowing to create relations between CIs. ### 28. Easy to use and quite flexible **Rating:** 4.5/5.0 stars **Reviewed by:** Alexandre F. | Support client niveau 1-2, Specialiste C2Atom, Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2016 **What do you like best about C2 ITSM?** The Programming style of the tool. It's really easy and nice to use **What do you dislike about C2 ITSM?** The lack of customizabilty of certain item within the tool ( The status bar for example). **Recommendations to others considering C2 ITSM:** Continue it the path you are on. **What problems is C2 ITSM solving and how is that benefiting you?** It's use to log and trace all incomming demand related to IT whitin the compagny and that was the first step. Other departement are actively discusing on how that tool could be implemented for their own need. ### 29. The experience we have with the product is fantastic **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2016 **What do you like best about C2 ITSM?** The company C2 listen to their clients. Each month they add features that make their product better. They focus the updates on what's important for the clients and on things that are use in the IT world **What do you dislike about C2 ITSM?** Their is nothing in the software that I diskike. **Recommendations to others considering C2 ITSM:** If you want a professionnal ITSM software that is focus on your clients and is easy to use, implement and have a fantastic company behing it that is always listenning to their clients and update their software to meets their client's needs, go with C2 Atom **What problems is C2 ITSM solving and how is that benefiting you?** Support the IT services for around 500 employees. We are solving demands and problems from computer, mouse, rights to point of sale system in store and embeded computer for deliveries trucks ### 30. C2 ATOM **Rating:** 5.0/5.0 stars **Reviewed by:** Patrice S. | Conseiller en Informatique, Government Administration, Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2016 **What do you like best about C2 ITSM?** Easy configuration Flexibility Based on ITIL **What do you dislike about C2 ITSM?** too frequent updates (updated monthly) **What problems is C2 ITSM solving and how is that benefiting you?** we had no service catalog before using ATOM. ### 31. C2 **Rating:** 3.5/5.0 stars **Reviewed by:** Danielle B. | Analyste d'affaires, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2016 **What do you like best about C2 ITSM?** Easy to use for everyone **What do you dislike about C2 ITSM?** The parameterization is a bit complex for someone who is not used to doing their processes. **What problems is C2 ITSM solving and how is that benefiting you?** Follow-up of our SLAs ### 32. Good for managing workflows **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2016 **What do you like best about C2 ITSM?** Easy to use, allows tracking of ticket SLAs efficiently **What do you dislike about C2 ITSM?** Speed of the application and visual of the grid **What problems is C2 ITSM solving and how is that benefiting you?** Follow-up at the SLA level ### 33. Migration form C2 Enterprise V4 to C2 Atom **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2016 **What do you like best about C2 ITSM?** Web client which means that we don't need a fat client installed on the client side. **What do you dislike about C2 ITSM?** Nothing is pre-configured for IT Department. Everything has to be configured. **Recommendations to others considering C2 ITSM:** I'm not sure I would recommend this product for ITSM unless you don't want to implement a full-featured service catalog. **What problems is C2 ITSM solving and how is that benefiting you?** Problems related to IT use in our organization. **Official Response from Benoit Lévesque:** > Thank you for your feedback! We're truly sorry about your experience with our product and with the limitations you have seemed to encounter. We have several successful implementations of C2 ATOM, that have integrated all of the users' processes (both in IT and other departments). It's never too late to contact us to review your needs. We're confident that we can meet your expectations. Regarding the preconfiguration that you've mentionned, we offer the possibility to start with a service catalog of "IT template" and "CMDB", or to start "vanilla" and configure a service catalog that fits your own context. That's especially useful if you want to define your services in a common language that will speak not only to your team, but to your clients. We have access to several specific models if you need advice on that topic. Once again, thank you for your review, it helps us to improve our product. Do not hesitate to contact us and it will be a pleasure to assist you. ### 34. Beautiful evolution! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2016 **What do you like best about C2 ITSM?** Rapid evolution, attentive to user needs, strength of the interaction module, ease of learning. **What do you dislike about C2 ITSM?** Version stability, lack of reports for the CMDB. **What problems is C2 ITSM solving and how is that benefiting you?** Better management of requests (prioritization, escalation, etc.), better service offering through the catalog, better accountability, etc. ### 35. C2 Atom **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 05, 2016 **What do you like best about C2 ITSM?** The simplified interface. Accessibility (web application) to the main application and the different modules. **What do you dislike about C2 ITSM?** Missing a form module compared to the previous version (Profiler) **Recommendations to others considering C2 ITSM:** The service offered by this small business is incredible. **What problems is C2 ITSM solving and how is that benefiting you?** Incident/problem/request management. The use and prioritization of tasks to be performed on each request/incident. ### 36. Interresting product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2016 **What do you like best about C2 ITSM?** Complete integrated solution, web-based, full range of service desk functions, outstanding user interface, simple, simplicity, SQL server which allows to easily create reports and exports data **What do you dislike about C2 ITSM?** Charge of work to do to implementation, the lack of customizabilty for some options **What problems is C2 ITSM solving and how is that benefiting you?** Better use of service desk tickets, better followedup, better reports ### 37. Really nice all-in-one solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2016 **What do you like best about C2 ITSM?** single interface, adaptability, ease of moving through the screens, we application (requires no installation), multiple automation options **What do you dislike about C2 ITSM?** lack of customization in the various screens, complexity of the database to get our own reports **What problems is C2 ITSM solving and how is that benefiting you?** Centralization of applications, possibility to produce many statistics ### 38. An all in one application **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Aviation & Aerospace | Enterprise (> 1000 emp.) **Reviewed Date:** October 05, 2016 **What do you like best about C2 ITSM?** The unique interface, the fact that is a web application, the CMDB **What do you dislike about C2 ITSM?** Customizabilty of certain items like the status bar or other little things like this. **Recommendations to others considering C2 ITSM:** C2 ATOM is a all in one solution with flexibility and encourage best industry practices. **What problems is C2 ITSM solving and how is that benefiting you?** IT incidents managing ### 39. Good product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2016 **What do you like best about C2 ITSM?** Good support and good product evolution. **What do you dislike about C2 ITSM?** Specific Web browser compatibility matrix **What problems is C2 ITSM solving and how is that benefiting you?** Itil compliance ### 40. Nice **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2016 **What do you like best about C2 ITSM?** Facile à utiliser et flexible. Entreprise proche de ses clients. **What do you dislike about C2 ITSM?** Some functionalities are missing compared to the previous version. **What problems is C2 ITSM solving and how is that benefiting you?** Standardized platform, Simplicity. ## C2 ITSM Discussions - [What is C2 ITSM used for?](https://www.g2.com/discussions/what-is-c2-itsm-used-for) - [View C2 ITSM pricing details and edition comparison](https://www.g2.com/products/c2-itsm/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+17%3A26%3A43+-0500&secure%5Bsession_id%5D=e6344f9e-e191-405f-ba96-c5b980d4ada6&secure%5Btoken%5D=221b17d6159ef0bf2eef7c052fd5a25da8743e81fd83d25054969c9ad13872e5&format=llm_user) ## C2 ITSM Features **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Generation **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top C2 ITSM Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,700 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (766 reviews)