At this year’s BMC Day in Boston, MA, presented by BMC Software, Inc., management solutions for digital enterprises are being addressed in a variety of ways. Among the networking and presentations at the event, companies that are struggling to modernize in these areas are also being considered, with industry leaders looking to learn from their slow-adoption mistakes.

According to Eveline Oehrlich, VP and research director for Forrester Research, Inc., part of the sluggishness of these companies that are finding themselves behind the times is attributable to old-fashioned conceptions of the company and their consumers. Speaking with Dave Vellante and Brian Gracely, cohosts of theCUBE, from the SiliconANGLE Media team, Oehrlich outlined her approach to service delivery, along with addressing the gap between non-tech-savvy companies and their clientele.

Defining service delivery

Early in the discussion, Oehrlich provided a simple definition of what “service delivery” means to her and her team. “Service delivery, basically, when the application developments team is ready to hand us something, whatever that is, a web-service, an application, a service … we actually make sure that gets to the workforce or to the customer,” she said.

Oehrlich continued by highlighting the ubiquity of this service. “So anything from release management, service management, a front-end relative to the service desk, ITSM, anything around management of the performance, the applications, operations … anything like that is all about service delivery.”

Users and customers

Moving on, Oehrlich noted a key emphasis was in shifting the understanding of content and service consumers from users to customers. “When you think about ‘user,’ it’s all about cost,” she said. “If you think about ‘customer,’ it’s value and relevancy.”

Considering companies that are struggling to adopt technology and innovations to keep up with competitors, Oehrlich highlighted the industry disruption of companies such as Uber. “These innovators will challenge all these other companies, and those who want to stay alive – I mean, they have to because Wall Street is forcing them to stay alive – they are the ones who will hopefully create the differentiation because of that.”

Among the other topics touched on were the emergence of IT from a sort of “back-room” service to something being presented as a strong feature, the acceleration of DevOps to the point where there are now release cycles of a single day and the implications of these changes for the industry at large.

Watch the full interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of BMC Day Boston 2015.

Photo by SiliconANGLE