Service management & connectivity tools can absolutely transform UC reliability. But only if you roll them out with a plan that avoids two classic outcomes: (1) “we bought it and nobody uses it” and (2) “we turned it on and everything got noisier.”
This ITSM adoption plan and connectivity monitoring rollout resource is a practical 90-day guide for enterprise UC teams. It’s built to improve employee experience and minimize headaches for your IT team.
Related Articles:
- The Service Management & Connectivity Market Map: 12 Vendors You Should Know
- The 5 Verticals Where Service Management & Connectivity Are Having A Big Impact
- Head-to-Head: The Tier 1 Vendors Leading The Service Management & Connectivity Market
Days 0–15: Set scope, owners, and a UC reliability checklist
Goal: agree what you’re protecting, and how you’ll measure success.
ITSM deployment steps (minimum viable setup)
- Define your “UC services list”: calling, meetings, messaging, meeting rooms, Wi-Fi, headsets, key locations.
- Pick three workflows to launch first: incident, major incident, and change. (Avoid boiling the ocean.)
- Standardize severity and ownership: one owner per service, plus a clear escalation path.
If you’re using Jira Service Management, Atlassian recommends starting with its ITIL-aligned incident workflow and adapting over time.
Connectivity monitoring rollout (baseline first)
If you use Microsoft Teams, Microsoft positions Call Quality Dashboard (CQD) as the main tool to investigate and improve call and meeting quality.
Also useful for rollout planning: call records are typically available in CQD within 30 minutes of the call ending.
Your UC reliability checklist for the first two weeks:
- Identify the top 5 UC issues by impact (from tickets + CQD trends).
- Establish “who owns what” map across UC, network, and endpoints.
- Confirm a single place to report problems (so employees stop improvising).
Days 16–30: Pilot a small rollout (and keep it calm)
Goal: prove value in one contained area before scaling.
Service Management Deployment: make “raising issues” frictionless
Start with a pilot group (one office, one business unit, or one high-impact team). Keep the experience simple:
- One UC incident form.
- A short service catalogue for common UC requests.
- A major incident playbook that’s easy to follow.
If you’re evaluating AI features, keep it practical. ServiceNow’s Now Assist includes incident summarization, designed to help teams quickly understand incident context.
Connectivity Deployment: target the loudest pain first
Pick the site or group with the most complaints and test monitoring there.
Two tier 1 examples buyers often evaluate:
- Cisco ThousandEyes publishes best-practice guidance for monitoring Microsoft Teams.
- Juniper Mist Teams integration collects call quality signals (packet loss, latency, jitter) and flags calls with bad experience.
Success by Day 30 looks like: faster triage, fewer “is it the network or the app?” arguments, and a pilot group that notices improvement.
Not sure whether an ITSM or Observability tool is right for you? Check out this handy guide full of advice and real customer reviews.
Days 31–60: Connect workflows to signals (your 90-day UC observability strategy)
Goal: stop doing detective work from scratch every time.
ITSM Deployment: tickets should arrive with context
Start connecting monitoring signals into your service workflows, but only for high-confidence alerts. Otherwise you’ll create “alert confetti.”
Connectivity Deployment: add real-time troubleshooting
For Teams environments, Microsoft’s real-time telemetry is built to help admins troubleshoot meeting quality while meetings are in progress, using device and network signals.
By Day 60, you want your first clear “top 3 causes” list (for example: one location’s Wi-Fi congestion, one ISP route issue, one headset driver problem) backed by evidence.
Days 61–90: Scale safely and tune with vendor feedback
Goal: expand without breaking trust.
ITSM Deployment: drive adoption with wins, not pressure
- Expand the catalogue based on what employees actually request.
- Improve knowledge articles using the language people type in tickets.
- Review workflow changes through a small governance group so the platform stays consistent.
Connectivity Deployment: extend visibility to meeting rooms and key endpoints
If meeting rooms are business-critical, instrument them. Cisco provides guidance for configuring ThousandEyes monitoring on RoomOS and Microsoft Teams Rooms devices.
The vendor loop (do this before Day 90 ends)
Run a structured review with each vendor:
- What did we expect vs what happened?
- Where did alerts mislead or overwhelm?
- What integrations saved time, and which created noise?
- What would make “Day 91–180” smoother?
Conclusion
A strong 90-day rollout is less about heroics and more about sequencing. Start with baselines and ownership, pilot with discipline, connect signals into workflows, then scale with guardrails. Do that, and UC stops feeling fragile. It starts feeling like the dependable “workplace utility” it should be.
FAQs
What should an ITSM deployment and connectivity rollout plan look like for the first 90 days?
A good first 90 days includes: baselining UC quality (CQD), launching core ITSM workflows (incident, major incident, change), piloting one group, then linking monitoring signals to service workflows as you scale.
How do I implement ITSM and connectivity tools without disrupting day-to-day operations?
Pilot first, keep workflows minimal, route only high-confidence alerts into ITSM, and use real-time meeting telemetry to resolve issues quickly without creating ticket chaos.
Where can I find out more about service management & connectivity for my UC stack?
Take a look at UC Today’s Guide to Service Management & Connectivity, where we set out foundational first steps for buyers – looking at trends, adoption advice, and more.
