Eveline Oehrlich

Vice President, Research Director

Author Insights

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We Are Defining KPIs For DevOps And Need Your Help!

Eveline Oehrlich September 25, 2017

As the importance of DevOps grows in modern enterprises, Forrester seeks to define clear metrics and benchmarks for successful DevOps. I&O is responsible for the continuous deployment of software and services.  This means they own the final step before end-users or customers “use” what was developed.  We believe that there are three pillars of KPI’s […]

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What Are Other I&O Folks Asking Us

Eveline Oehrlich July 29, 2017

Do you wonder what other organizations are working on?  Do you feel challenged around topics such as DevOps, hybrid cloud, infrastructure transformations and how to enable your workforce?   I took a look at 1,270 user inquiries/questions that the Forrester’s I&O research team received between April 1, 2016, and March 31, 2017.  The results are: Financial […]

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Progress At The White House: A TBM In Every Pot

Eveline Oehrlich July 25, 2017

I was fortunate to participate in a historic morning gathering last week at the White House! Industry-leading private sector CIOs discussed and shared their technology business management (TBM) best practices, approaches, and ideas with CIOs and technology leaders of federal agencies. The White House leader for strategic initiatives kicked off the morning by setting expectations […]

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Reflections From HPE Discover 2017

Eveline Oehrlich June 12, 2017

From June 4 to 6, 2017, Hewlett-Packard Enterprise hosted an analyst summit in hot Las Vegas as part of its HPE Discover 2017 event. After a five-year journey of splitting, spin-merging, and getting smaller, CEO Meg Whitman and her staff took stage announcing their strategy and innovations to 9,000 attendees ranging from partners and customers […]

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A Spring Break Conversation Topic With Your College Kid

Eveline Oehrlich March 18, 2017

I don’t know about you, but this spring break is different in my family. My daughter, who has almost finished her first year at a liberal-arts college, came back for spring break with the big question “Mom, what major should I choose?” Of course, as an analyst in technology and — not to brag, but […]

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Traditional I&O Is Dead - The DevOps Phoenix Rises

Eveline Oehrlich March 9, 2017

If you already belong to a high-performing DevOps organization and you are working on leveraging opensource for monitoring to drive feedback loops, or delivering better security with DevSecOps, or making sure you are understanding continuous testing then you don’t need to read the following – you can stop now. However, if you are facing the challenges that […]

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Check out our Infrastructure & Operations research plan for 2017...exciting stuff!

Eveline Oehrlich February 6, 2017

Hello I&O community (or others): We have been busy in November and December finishing some great research for the year but we ALSO planned some awesome research for you and your team coming in the near future.  Are you needing to step up to the DevOps plate?  Are you questioning what decisions to make on […]

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Boost Customer Obsession With Business Technology

Eveline Oehrlich November 4, 2016

Welcome to the age of the customer! To quickly recap: this is the age where digitally empowered customers are driving firms to become customer-obsessed, digital businesses that apply customer-led, insights-driven, fast, and connected technology. You may be asking “What does this have to do with me and my responsibility in Infrastructure and Operations?” To answer […]

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What’s New With I&O: November 2015

Eveline Oehrlich November 20, 2015

This season, our research challenges you to push your understanding of the I&O role outside of the traditional responsibilities. We examined opportunities for cross-team collaboration, adopting knowledge from distinctive sources, and areas that require a fresh outlook.   Good I&O practices don’t just mean back-room productivity – your employees need to be satisfied with what […]

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In Search Of A SMO?

Eveline Oehrlich September 1, 2015

Do you report into a SMO? Does your organization have a SMO?  Do you lead a SMO?  Send me an email as I would love to connect with you or your team – eoehrlich@forrester.com. You don't know what a SMO is or does – report on its way – stay tuned! Cheers. Eveline 

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What's New With I&O: September 2015

Eveline Oehrlich September 1, 2015

Our research focus for this quarter was about how to make your team – The Service Delivery Team – more effective and efficient part of the I&O team. This spans four key topics: how to support your company's employees, how to become more automated, how to increase your speed and quality of service delivery, and […]

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DevOps Now With CALMSS

Eveline Oehrlich March 2, 2015

I would like to welcome you to the "Modern Service Delivery" playbook.  In this playbook, we are researching how you can take your tech operations team and transform it into a modern operations team.  You know already that in the age of the customer, I&O must transform to support businesses by accelerating the speed of service […]

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Application Performance Matters! Not Just On Valentine's Day

Eveline Oehrlich February 13, 2015

You are running from the office to your car to pick up the kids and while you are at it you think "OMG! Valentine's day is coming, I forgot to order the flowers for my wife."  You pull out your mobile phone and stop on the side of the road to log on to your […]

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Transformation Fatigue? Don't Let That Stop You.

Eveline Oehrlich January 16, 2015

The Webster Dictionary describes fatigue (also sometimes called exhaustion, tiredness, languor, lassitude or listlessness) as "a subjective feeling of tiredness which is distinct from weakness, and has a gradual onset."   Technology management transformations – and in specific, I&O transformations – suffer from fatigue in many organizations.  Some of it is due to the fact […]

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Predictions 2015: Make This A Key Transformation Year

Eveline Oehrlich November 25, 2014

In case you missed it, Forrester recently published its predictions on what and how I&O organizations must prioritize in 2015 to pursue the Business Technology agenda. The predictions are focused on how to innovate so that you can meet the speed, quality and agility your business demands. It also discusses the transformation needs I&O organizations […]

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I&O leaders and members: what are your KPI's and metrics of today and in the future?

Eveline Oehrlich November 25, 2014

Are you struggling with the "right" key performance indicators and metrics for your I&O team/subteam/function?  Let's struggle together and help each other.  We are working on a research project to establish a new I&O Balanced Scorecard for 2015 and we need your help. We have questions like:  (1)    What performance does your organization/company require from […]

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Reflections on CA World 2014: CA Technologies Is Going All Disco

Eveline Oehrlich November 17, 2014

We attended the recently held CA World 2014 in Las Vegas which we estimate had about 5000 customers. Over and over we kept asking: What’s the intention of CA Technologies for this year’s event? It’s not just that the event had Magic Johnson speaking about his past career and how he transformed from a world […]

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Lost in Service Catalog Taxonomy? Forrester’s Technology Management Service Catalog Taxonomy To The Rescue!

Eveline Oehrlich November 6, 2014

When it comes to your Technology Management service catalog, are you lost in arguments on what to call certain categories of services? What are your service families and what is the next level of service elements?  What are the definitions of the service elements? These questions are just the tip of the iceberg of current […]

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Your Input Required - Service Engineering Role!!

Eveline Oehrlich November 20, 2013

Engaging All Service Engineering Folks: Help Forrester Define “Service Engineering” As A New Role Within Infrastructure & Operations (Or Beyond)! A variety of technology trends such as mobility and clouds are empowering consumers and connects employees who all are interacting and collaborating through apps and devices which are changing the way business is conducted. In […]

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The New Identity Of The Service Desk

Eveline Oehrlich November 5, 2012

Service support functions have many names. Some of them are called a help desk, and others have moved on to be a service desk. But there is more out there to tackle! Is your service desk ready for a new identity? I am a huge fan of the IT support organization, as they help us […]

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