Evaluating ITSM vs Observability Tools for UC: Which One Is Right For You?

If Unified Communications (UC) is where work happens, then reliability is employee experience.

Choppy calls, frozen meetings, and “can you hear me?” are not minor annoyances. They are productivity taxes.

That is why buyers often end up comparing ITSM vs observability tools and asking where connectivity fits. Here’s what we mean by these terms.

• ITSM (IT Service Management) tools run the “help and fix” machine: incidents, service requests, and changes. They are the engines that support the tasks and workflows needed to deliver quality IT services.
• Observability tools help you understand what is happening across apps and infrastructure by collecting signals like logs and metrics. They let your infrastructure teams see the understand health, performance, and behavior of UC traffic.
• Connectivity tools keep real-time voice and video stable. They are the pathways that your data and calls move through, and it is that consistent movement which plays a key role in UC reliability.

If you’re still asking yourself which one is right for you, let’s explore which tool is right for which challenge you’re looking to solve – with some real life examples thrown in there.

Related Articles: 

• Are You Ready For an Infrastructure Upgrade? How to Prepare for ITSM & Connectivity Adoption
• The Top Service Management & Connectivity Events to Attend in 2026
• How Service Management & Connectivity Tools Actually Improve Productivity

1) Objective: Migrate or Modernize UC Without a Support Meltdown

This is the “we are moving to Teams Phone/Zoom/Webex and nothing can break” goal. Enterprises are moving from legacy systems to modern cloud architecture, and service management systems are necessities in that process.

Best-fit tools: Start with ITSM plus targeted UC monitoring.

• ITSM gives you change control, ownership, and communications when issues pop up.
• UC monitoring (like Teams call quality analytics) helps you spot patterns quickly. Microsoft’s Call Quality Dashboard (CQD) can help report and investigate call and meeting quality.

What to look for:

• Change workflows that are simple enough to be used.
• A service catalog for UC moves, adds, and changes.
• A basic call-quality baseline so you can prove improvement after go-live.

What customers are saying:

ServiceNow’s ITSM tools are among the market-leading products that are helping enterprises to migrate and modernize. One verified customer from India told Gartner about their experience with the platform:

• “Essential ITSM modules like project management, incident management, change management, and release management are effectively handled within the platform. An advantage is the ease of use and the speed of its web-based interface, which I have found to be very fast with no lack.”
•  “For our organization, it is beneficial and easy to maintain. I believe it is the best ITSM tool currently available in the market. “

2) Objective: Get Visibility Into What Users Actually Experience

If your current process is “wait for complaints,” your employee experience will always lag. Cutting-edge IT teams needs to be proactive, and that’s where observability can help.

Best-fit tools: UC observability tools plus QoE (Quality of Experience) reporting.

• UC dashboards that are designed to help admins and network engineers keep a close eye on quality and reliability.
• It’s green flag when observability tools can share reports in near real-time.
• For internet-path visibility, tools such as Cisco ThousandEyes can share best practices for monitoring Microsoft Teams.

What to look for:

• Clear user-impact views (site, building, subnet, ISP, device type).
• Alerts that point to likely causes, not just red lights.
• The ability to share evidence across UC, network, and service desk teams.

What customers are saying:

Cisco’s ThousandEyes tool helped one U.S.-based insurance customer to better understand and monitor its phone connectivity. They shared their experience, saying:

• “Our company implemented ThousandEyes about 3 years ago and have been very pleased with it.”
• “It provides extensive visibility into the network latency between SBCs and VOIP phones/softphones allowing use to identify issues and outages quickly.”

Want to hear what analysts have to say about service management & connectivity adoption? Check out the market’s top reports & research here.

3) Objective: Make Calls And Meetings Stronger Across Sites

This is where enterprise UC connectivity platforms matter most: Joining branch offices, hybrid workers, and global teams in digital pathways.

Best-fit tools: SD-WAN and cloud networking, paired with QoE monitoring.

• Tools such as VMware’s SASE SD-WAN use policy-based routing across multiple WAN connections. That helps prioritize real-time apps like voice and video. This means high-priority traffic is always in the fast lane.

What to look for:

• Application prioritization for UC traffic.
• Multiple-path resilience (failover when one link degrades).
• Proof of improvement in jitter/packet loss/latency from your monitoring layer..

What customers are saying:

One reviewer from a global manufacturing firm highlighted that with HPE’s Aruba Networking solution it was possible to “get up and running in minutes”.

• It then played a role in “increasing our capabilities and reducing our footprint in every office we have.”
• However with offices around the world, the customer pointed out that shipment of the product was “cumbersome”.

4) Objective: Reduce Ticket Chaos and Speed Up Resolution

If users do not know where to go for help, they will flood chat channels, email random people, and escalate to executives. That turns a manageable IT issue into a snowballing drain on productivity.

Best-fit tools: ITSM first, then connect it to monitoring.

It’s important to implementing correct classifications, such as incident vs service request, etc. This ensures work lands in the right process and supports reporting and goals.

What to look for:

• Simple intake: one front door for UC problems and requests.
• Smart routing: the right team gets the right ticket with the right context.
• Post-incident learning so recurring UC issues stop recurring.

What customers are saying:

One customer highlighted how ITSM tools aids their enterprise in speeding up customer response. After adopting Atlassian’s Jira Service Management platform, they shared:

• “Being able to trace individual customer support requests back through Jira to the parts that went into a customer’s device gives us the agility to be proactive about fixing issues before other customers experience a similar problem.”

However, they did note that there was a weakness in regards to early adoption education:

•  “While customization is easy and provides a lot of flexibility, it was hard to find out where the customization options were in the beginning.

5) Objective: Automate The Busywork

Automation is where “ITSM vs monitoring tools” becomes a false choice. Monitoring tells you what happened. ITSM makes something happen next.

Best-fit tools: ITSM embedded with AI features integrated into your UC monitoring stack. This allows AI-powered tools to augment and extend ITSM workflows – providing advice and actions for the appropriate follow-ups.

What to look for:

• Auto-ticket creation from critical UC quality alerts (with evidence attached).
• Suggested resolution steps for common UC issues.
• Self-service for routine UC requests (numbers, devices, access, policy changes).

What customers are saying:

When it comes to adopting BMC Helix ITSM, reviews highlight the impact of its automation capabilities:

• “The platform stands out for its robust functionality, AI driven automation and enterprise-grade scalability. We have streamlined incident, problem and change management by using this platform. It helped to improve service desk efficiency and reduce ticket resolution time.”

Despite these capabilities, some reviews have highlighted that they encountered difficulties when customizing the tool for their own enterprise.

So, Which Should You Buy First?

If you want a simple rule:

• If you cannot see the problem: start with UC observability tools and call quality monitoring.
• If you cannot fix the problem consistently: start with ITSM.
• If the network is the repeat offender: prioritize connectivity improvements, then prove it with monitoring.

Want to learn more about purchasing service management & connectivity tools? From plain-English definitions all the way to post-purchase advice? Check out our buyers’ guide on the topic here.

FAQs

How do I choose the right ITSM and connectivity tools for a unified communications environment?

Start with your top objective (migration, visibility, call strength, faster resolution, or automation). Then map tool types to outcomes: observability for proof, connectivity for stability, and ITSM for repeatable action and governance.

What’s the difference between ITSM tools and connectivity/observability tools, and do I need both?

Observability and monitoring tools show what is happening (health and performance from telemetry). ITSM tools manage the workflow to resolve issues and deliver services. Many UC environments benefit from both because visibility without execution still frustrates users, and workflows without evidence still cause finger-pointing.