Eveline Oehrlich

Eveline Oehrlich

Vice President, Research Director

Latest Posts By Eveline

Tips For Your ITIL Journey

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…

July 11, 2011

Staffing Your Service Desk Analysts

  Question: How do you schedule your service desk staff to ensure excellent staffing and achieve service-level targets? Does your service desk solution cover…

February 18, 2011

The ITSM Selection Process

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…

January 28, 2011

IT Service Management Holiday Wish List

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…

November 24, 2010

Accenture And BMC Expand Their Relationship

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…

November 18, 2010