When Unified Communications (UC) becomes “how work happens,” even small tech hiccups turn into big productivity leaks.
That’s why service management (how IT handles incidents, changes, and requests) and connectivity tools (how networks keep calls and meetings stable) are showing up in more buying conversations.
In plain English: service management applications reduce the chaos when something breaks, and connectivity platform examples show how better networks make meetings feel less like a dice roll.
The best part is that the service management use cases look different by industry. A hospital’s “urgent” is not the same as a university’s, and retail has its own twist. That’s where industry-specific ITSM use cases and vertical UC performance improvements get interesting.
Curious about the vendors shaping the service management & connectivity landscape? Here are some helpful resources:
- The Service Management & Connectivity Market Map: 12 Vendors You Should Know
- Head-to-Head: The Tier 1 Vendors Leading The Service Management & Connectivity Market
- Evaluating ITSM vs Observability Tools for UC: Which One Is Right For You?
Seamless Service Management in Healthcare
What they adopted: ServiceNow (IT service management plus workflow automation).
Why it mattered: In healthcare, internal delays and broken IT processes result in clinicians spending more time troubleshooting and less time with patients.
U.S.-based Novant Health used automation and AI-assisted triage inside its service portal to reduce manual tasks and speed up internal IT processes. ServiceNow notes that self-service portals for staff have reduced paperwork and service requests, cutting workloads by 35%.
UC connection: When internal systems are full of mundane internal processes, the employee experience deteriorates quickly. That’s why optimizing these processes is a core ingredient in most industry-specific ITSM use cases.
Cost-Saving Cloud Migration in Manufacturing
What they adopted: Jira Service Management (Atlassian), as part of a broader consolidation on Atlassian Cloud Enterprise.
Why it mattered: One of service management’s key responsibilities is overseeing a secure and effective cloud migration. Electric car manufacturer Rivian found that it could save $2.5 million per year by moving to the cloud. Atlassian stepped up to assist, helping shift the work of around 10,000 users to this new infrastructure.
UC connection: As businesses grow, systems need updating and innovating. Having a strong service management application allows for these transitions to be made without significant disruptions to productivity.
PUMA ‘Sports’ A New Look With Upgraded Voice Calling
What they adopted: Sportswear retailer PUMA adopted Microsoft Teams voice with the help of BT – a major shift from its legacy phone networks.
Why it mattered: PUMA wanted one app for collaboration and external calling, leaving behind a mix of legacy and cloud PBX infrastructure
BT reports that the first wave moved around 2,000 users in a few weeks, and two years after migration, PUMA “hasn’t needed to raise a single incident ticket” for the new connectivity service.
UC connection: When voice is reliable inside the same app as chat and meetings, the employee experience feels simpler and faster.
Curious how service management applications & connectivity tools actually contribute to productivity savings? This article from UC Today explains the definitive reasons that they deliver ROI.
Professional Services Finds Productivity Power-Up
What they adopted: BMC Helix ITSM helped build an internal service request platform for professional services & consultancy firm NTT Data – speeding up employee assistance.
Why it mattered: The case study describes a single service catalog where employees can request almost anything – all fulfilled via workflow. That includes IT help, equipment, facilities issues, training, even visitor parking permits. In other words, fewer back-and-forth emails and more time working on business priorities.
UC connection: Professional services teams live in calls, calendars, and chat. When internal requests move faster, consultants spend less time blocked and more time delivering high-quality service.
University Secures Unified Communications Upgrade
What they adopted: Microsoft Teams Voice with NUWAVE, using an approach that reduced reliance on specialist telephony resources.
Why it mattered: NUWAVE reports that Buena Vista University saved about $150,000 by not having to replace a previous system. Also, provisioning that used to take around 10 minutes per number was significantly reduced once numbers were ported.
UC connection: Universities are a perfect stress test: lots of users, lots of locations, lots of peak periods. Faster provisioning and simpler management directly reduce disruption to staff and student-facing services.
Key Takeaways & Thoughts
Across these five verticals, the pattern is consistent: ITSM cleans up the internal process mess, and connectivity makes communications feel dependable.
For buyers, these examples are a shortcut to building your own business case: pick the vertical closest to you, mirror the value story, and map it to your own “lost hours” pain points.
Eager to upgrade your enterprise stack? Find more insights into unlocking the power of Service Management & Connectivity technology in our ultimate guide on the topic.
FAQs
What are the most common service management and connectivity use cases?
The most common use cases include faster incident triage and routing, as well as self-service service catalogues. But don’t forget streamlined provisioning for UC users, and network monitoring that reduces call quality issues.
Can you show real-world examples of ITSM by industry?
Yes. Healthcare providers used workflow automation to reduce triage workload. Manufacturing companies used service management consolidation to improve employee experience and cut costs. Consulting firms built a single request catalogue that speeds up internal services across departments.
