Eveline Oehrlich

VP, Research Director serving Infrastructure & Operations PROFESSIONALS

Eveline serves Infrastructure & Operations Professionals. Covering BT & IT Operations and service delivery, her current research focuses on the implementation of best practices around people, processes and technology to advance BT & IT Operations teams into the age of the customer. Her coverage includes service management from a holistic or partial perspective, including topics such as Service Portfolio Management, Technology Business Management and many other aspects of BT and IT.

Eveline delivers strategic guidance to Forrester's vendor and end user clients. She helps enterprises manage their networks and systems, define key projects that focus on IT service management, and bridge IT to the lines of business. Eveline has more than 25 years of experience working with IT organizations in the definition and development of the service delivery processes and the implementation of service management as a practice inside enterprise organizations.

Previous Work Experience

Eveline came to Forrester from Hewlett-Packard. Most recently, she was the director of competitive intelligence and worked across many functional areas such as marketing, pre-sales and R&D in HP Software organization. Prior to her work with HP Software, she worked as an IT consultant inside HP's IT organization.


A native of Germany, Eveline has a master's degree in computer information systems from Colorado State University.

Eveline Oehrlich's Research

  • For Infrastructure & Operations Professionals

    Report: Your Service Management Office Defined

    To support the business in its quest to win, serve, and retain customers, infrastructure and operations (I&O) pros must focus on innovation, speed, and responsiveness. They must orchestrate, gov...

    • Downloads: 49
  • For Infrastructure & Operations Professionals

    Report: I&O Must Shift Toward Modern Service Delivery To Better Serve Customers

    Infrastructure and operations (I&O) teams can no longer live in silos, as it hinders their ability to address customers' rising expectations in today's age of the customer. They must not only ch...

    • Downloads: 281
  • For Infrastructure & Operations Professionals

    Report: Five Key Initiatives To Wow Your Workforce With Your Service Desk

    Each interaction between your employees and your service desk affects the reputation of the entire infrastructure and operations (I&O) team. To delight (or, as we like to say, wow) members of yo...

    • Downloads: 76
  • For Infrastructure & Operations Professionals

    Report: Meet The Multisourcing Challenge

    Multisourcing is a reality, but most firms still struggle with service integration and management (SIAM) in multisourced environments. Infrastructure and operations (I&O) teams and their partner...

    • Downloads: 92
  • For CIOs

    Report: How To Allocate And Charge Back Your Business Tech Expenses Without Screwing Up

    Reasonable and responsible spending on enterprise technology increasingly requires rational cost allocation schemes, and the shift toward the business technology (BT) agenda for winning, serving...

    • Downloads: 230
  • For Infrastructure & Operations Professionals

    Report: Market Overview: IT Service Management Support Tools

    The service desk market generated more than $1.3 billion in 2008 and is expected to grow at about 10%. This market segment has experienced very little innovation in the past few years. The goals...

    • Downloads: 3067
  • For Infrastructure & Operations Professionals

    Report: The Forrester Wave™: Data Center Automation, Q2 2008

    Data center automation (DCA) solutions allow IT organizations to automate a variety of workflows that support configuration and change management processes across IT infrastructure. In Forrester...

    • Downloads: 2123
  • For Infrastructure & Operations Professionals

    Report: The Forrester Wave™: IT Asset Life-Cycle Management, Q2 2009

    In Forrester's 81-criteria evaluation of IT asset life-cycle management (ITALM) vendors, we found that CA and BMC Software came out on top because of their strong end-to-end offerings and their ...

    • Downloads: 2056
  • For Infrastructure & Operations Professionals

    Report: The Low-Hanging Fruit That Service Operations Teams Should Consider Now

    Some IT organizations are confident that they can weather the storm of our current economic situation. Others believe they can maintain their current staffing level, and some are saying that the...

    • Downloads: 1546
  • For Infrastructure & Operations Professionals

    Report: Develop Your Road Map For Service Management And Automation Processes

    This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's Tec...

    • Downloads: 2001
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