It falls to the service delivery and network engineers to deliver the highest quality experience to IP Telephony and IP video users no matter their location, connection route, or endpoint type. Tools and visibility are required to proactively monitor, effectively prevent, and if need be react to both systematic and transient quality-impacting events and occurrences. Only these capabilities will generate the confidence in a system-wide performance management toolset required from network engineers.  Applying relevant service management solutions assures that the original ROI for Unified Communications (UC) is realized, confidence in the services is high, and low cost of operations are achieved for real-time UC services such as IP telephony, desktop VoIP, IP video and telepresence.