Eveline Oehrlich

About the author

Eveline Öhrlich is a Market Strategist who has spent many years exploring how organisations can better manage, measure, and continuously improve their services – spanning IT Service Management, Enterprise Service Management, and AI-native service operating models. Prior to her work with Serviceware, she worked as an analyst and consultant with international organisations across a wide range of industries, advising CIOs and IT leaders across Europe and the U.S. on IT operating models, Digital Employee Experience, Value Stream Management, IT Automation, and value-based IT governance. What sets her perspective apart: Eveline approaches ESM not from a tooling angle, but through the lens of executives, service owners, and end users. She writes for the Serviceware blog with a clear focus on what truly matters beyond trends and technology promises: services that work and drive measurable impact for organisations.