Self-service strategies that put service relationship management into hyperdrive

Self-service strategies that put service relationship management into hyperdrive


Available On Demand
Duration 60min
Eveline Oehrlich
VP, Research Director
Infrastructure & Operations Professionals
Eveline Oehrlich
Eveline serves Infrastructure & Operations Professionals. Covering IT systems management, her current research focuses on the information technology infrastructure library (ITIL), the implementation of IT service management from a holistic or partial perspective, business service management (BSM), and many other aspects of IT operations.

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 20 years of experience working with IT organizations in the definition and development of the IT service delivery processes and the implementation of IT service management as a practice inside enterprise organizations.
Joseph Kim
Propel, Leader
Hewlett-Packard Company
Joseph Kim
Joseph Kim is the strategic leader and unifying force behind HP Propel, a new line of innovative products from HP in the Service Portfolio Management (SPM) space. As the one-stop portal for IT Enterprise and the backbone for open, service brokerage, Propel has generated tremendous buzz and support. Previously, Kim was the Chief Technology Officer (CTO) for HP Software’s Application Delivery Management (ADM) and IT Operations Management (ITOM) Businesses. In this role, he is responsible for leading the development of transformational technologies and forward thinking ideas across ADM & ITOM. Kim joined HP from General Electric (GE), where he was the Chief Architect responsible for partnering across GE to help create one, three and five year technical roadmaps and transformational plans. He also played pivotal roles in GE’s journey in adopting ITIL and Agile methodologies across the company. Prior to this role, Kim led GE Corporate’s Shared Services organization responsible for providing strategic, application and operations services across GE. Mr. Kim holds both a Computer Science and Law Degree from Marquette University in Milwaukee, WI, USA.

New capabilities in the self-service request management and service relationship management (SRM) suites only scratch the surface in dealing with the demand for business enablement. To keep pace with the breakneck speed of change, Technology & Service Management teams are increasingly revamping their service catalogs, self-service portals and reach for automation solutions.

Join us to hear industry experts explain:

  • Why you must shift your self-service strategy and how to make that shift to enable your customers
  • How and what the key steps are that you need to consider
  • How an automated solution can accelerate your efforts

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