Eveline Oehrlich

Vice President, Research Director

Author Insights

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The Future Of ITSM Drops The “IT” And Replaces It With Automation

Eveline Oehrlich July 26, 2012
  Here’s the hard truth:IT infrastructure and operations (I&O) teams are becoming less relevant. This will only accelerate now that we are in what Forrester calls “the age of the customer” where bring-your-own-technology policies and “as-a-service” software and infrastructure proliferate. In this new world, developers still need compute and storage to keep up with growth. […]
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Tips For Your ITIL Journey

Eveline Oehrlich July 11, 2011
Embarking on your ITIL initiative can be daunting. Often, the breadth and scope of ITIL can leave I&O departments struggling to create a solid road map — Where do I start? Can I pick and choose ITIL principles? Do I even need ITIL? Without answers, any one of these questions can put up a roadblock […]
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Staffing Your Service Desk Analysts

Eveline Oehrlich February 18, 2011
  Question: How do you schedule your service desk staff to ensure excellent staffing and achieve service-level targets? Does your service desk solution cover this? Answer: The effective staffing of service desk analysts can be complicated. Leveraging historic volume levels for all of the communication channels is one way to plan ahead. Additionally, having insight into […]
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The ITSM Selection Process

Eveline Oehrlich January 28, 2011
Almost every day I get the question: “We want to replace our ITSM support tool; which vendor should I look at?” There are many alternatives today and each vendor has certainly done a great amount of work to position themselves as the best. The success I had in consulting with these clients, and the knowledge […]
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IT Service Management Holiday Wish List

Eveline Oehrlich November 24, 2010
Over the past two years, the economy has forced IT departments to downsize, sometimes cutting their budgets to the bone. Priorities and processes had to be reevaluated, and one of the main tenets of ITSM — do more with less — became an imperative with teeth. With the economy motivating this drive to do more with less, […]
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Accenture And BMC Expand Their Relationship

Eveline Oehrlich November 18, 2010
On November 16, Accenture and BMC announced the expansion of their already existing relationships with joint development and delivery agreements plus additional technology services for the ongoing BSM journey. Beyond gaining additional delivery consultants to BMC’s Professional Service organization, this will also allow both companies to focus on developing solutions which allow IT organizations to […]
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AMERICAN SYSTEMS Uses BSM To Shift Culture And Advance Business Services And Security

Eveline Oehrlich August 9, 2010
Recently I published a business service management (BSM) case study on AMERICAN SYSTEMS. If you're interested in BSM, I highly recommend reading through this report. Although there are many known business alignment success stories, AMERICAN SYSTEMS takes business alignment a step further by aligning IT elements in a way that truly supports its business goals. […]
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