If you are trying to keep calls, meetings, and messaging running smoothly in 2026, your reading list needs to cover two realities at once. Service management (how you run and improve IT services) and Connectivity (the network foundation that keeps UC stable).
This roundup is built for buyers who want the most useful 2026 ITSM reports, the best enterprise connectivity research, and practical UC reliability reports and workplace network research you can actually apply in the modern digital workspace.
Related Articles:
- IT Service Management & Workplace Connectivity Trends to Watch in 2026
- Head-to-Head: The Tier 1 Vendors Leading The Service Management & Connectivity Market
- The 90 Day Playbook for ITSM & Connectivity Adoption Success
The Hub of Everything You Need To Know
1) The Ultimate Guide to Service Management & ConnectivityÂ
This is your anchor piece: a practical buyer overview of how service management and connectivity underpin reliable UC, what the category includes, and how to think about procurement and adoption. Geared towards IT leaders and non-IT members of the buying committee, this comprehensive report shines a spotlight on the infrastructure which powers workplace collaboration, highlighting the next steps that many enterprises are taking to secure their UC stack.
Overall, use this guide as your jumping-off point before diving into the more specific explainers which may be more relevant to your stage of the buying journey and your platform requirements.
An Introduction to IT Service Management
IT Service Management (ITSM) is how reliability becomes repeatable. It turns “heroic troubleshooting” into consistent processes: clear ownership, documented workflows, and measurable improvement over time.
2) Defining UC Service Management and Its Importance to the Enterprise
UC Today defines UC service management in practical terms: everything you do to keep voice, video, and messaging working the way they should, ideally without surprises. It highlights why the bar is rising as hybrid work and cloud UC add complexity and increase the number of dependencies behind every call.
The key message for buyers is that UC service management is not “extra admin.” It is how you reduce the support burden, avoid repeat failures, and make performance improvements stick across teams and platforms.
3) The Magic Quadrant for AI Applications in ITSM (Gartner)
Gartner frames AI applications in ITSM as tools that augment and extend ITSM workflows, providing intelligent advice and actions to support teams. It evaluates vendors in this market and helps buyers understand where differentiation is real versus where “AI” is mostly marketing language.
For UC teams, the buyer-relevant takeaway is that AI-assisted ITSM is increasingly about speeding up the unglamorous parts of service delivery: better triage, more consistent routing, and faster resolution documentation. That can matter hugely when a large share of tickets are recurring UC issues that require quick, repeatable handling.
Struggling to prove the ROI of a potential service management or connectivity purchase? Here is a plan-English explanation of how these technologies directly boost productivity.
Understanding Workplace Connectivity & UC
Connectivity is where UC either feels effortless or painful. Small network issues can quickly become choppy audio, frozen video, and dropped calls, which is why connectivity research belongs in every UC buyer’s shortlist.
4) Gartner: A Market Guide for SD-WAN
Gartner positions SD-WAN as a mature market that is evolving toward SASE-style architectures, where connectivity and security are increasingly designed together. It recommends that infrastructure and operations leaders optimize SD-WAN investment to fit secure branch connectivity requirements.
For UC buyers, the takeaway is that SD-WAN selection is less about whether it “does SD-WAN,” and more about fit: how well it supports cloud-first collaboration, real-time traffic needs, and your security operating model.
Note: this report is paywalled, so access may require a subscription or authorized reprint.
5) The Role of Wi-Fi, Voice & SD-WAN in UC Networks
This publication from Anticlockwise argues that UC performance improves when you treat Wi-Fi, voice (VoIP/UCaaS), and SD-WAN as one joined-up system. Not separate projects. Wi-Fi is positioned as the foundation for mobility and pervasive access. Meanwhile SD-WAN provides application-aware routing and quality-of-service controls that prioritize real-time traffic when networks get busy.
It also emphasizes resilience: SD-WAN can use multiple links (broadband, MPLS, LTE) and switch paths when performance drops, reducing downtime and protecting critical voice and video sessions. For enterprise UC buyers, it is a good “plain English” explanation of why call quality often lives or dies in the network layer, especially in hybrid work environments.
Powering Observability, Automation & Management
This is the layer that stops problems from bouncing between teams. It is where you build shared visibility (what is happening) and shared workflows (what to do next).
6) What is UC Management? A GuideÂ
Kurmi frames UC management as consolidating administration across a growing range of UC applications. This means teams can manage day-to-day operations from a “single pane of glass,” automate repeatable tasks, and simplify complex workflows.
For buyers, the strongest message is operational: automation reduces human error, speeds up moves/adds/changes, and makes it easier to manage multi-vendor UC environments without relying on specialist knowledge for every platform.
7) How UC APIs Create Simpler UC Workflows and More Connected Systems
This article from Tuki makes the case that UC APIs are how you turn collaboration into something actionable across the business: connecting UC platforms with service management, identity, CRM, and operational dashboards. The value is fewer manual handoffs and more automation-driven workflows.
For UC operations, the most buyer-relevant takeaway is that APIs reduce friction in provisioning, reporting, and incident response. They do this by letting systems share data and trigger actions automatically, rather than relying on humans to copy, paste, and chase updates.
Cloud Migration & Leaving Legacy Systems Behind
Cloud migration is not a single moment. It is a sequence of decisions that affects reliability, cost, and how quickly you can modernize UC services.
8) A Guide to Cloud Migration
Gartner positions cloud migration as a strategic roadmap and planning exercise, focused on aligning migration decisions to business goals and building governance that reduces risk and cost surprises.
For UC buyers, it is a useful reminder that migrating communications workloads is not just “moving platforms.” It changes operations, support, and accountability, so planning and ownership matter as much as the technology choice.
9) From Legacy PBX to UCaaS: The 6 Step Roadmap for a Smooth Migration (Atlantech)
Atlantech provides a practical, staged approach to migrating from PBX to UCaaS. It positions the work as preparation-heavy: inventory, planning, porting, and rollout steps designed to reduce disruption.
For enterprise buyers, the value is the structure. It offers a “what to do first” sequence that supports governance, stakeholder alignment, and smoother delivery. This impacts business-critical elements like telephony.
The Big-Picture Trends You Need to Know
10) UC Today’s 2026 Editorial Roadmap (UC Today)
UC Today’s roadmap frames 2026 through an employee experience lens. Highlighting how workplace technology topics are converging across collaboration, AI, and operational maturity.
For Service Management & Connectivity readers, the most relevant signal is that “UC observability” and reliability is rising in importance. This reflects how voice and video performance is increasingly treated as non-negotiable in the modern workplace.
Conclusion
With workplace network research and UC reliability reports, the goal is not to become a part-time analyst. It is to get enough clarity to make confident decisions about performance, resilience, and operational maturity.
Use 2026 ITSM reports and SD-WAN research to pressure-test your assumptions about AI. Then secure branch connectivity, and the foundations of the digital workplace.
Read these 10 pieces to achieve a much stronger position to modernize your stack and prepare the buying committee.
To explore new trends, adoption advice, and best practices for your Service Management & Connectivity tool. Be sure to check out our Ultimate Guide the topic here.
TL;DR
What is the latest research on IT service management?
In the list below, we outline the latest research on IT service management is increasingly centered on AI-assisted workflows, smarter operations, and measurable outcomes (faster resolution, fewer repeat incidents, and safer change management)
