Like any politically correct Fortune 500 systems division, her organization is customer-focused, positioning all IT services in light of contribution to the business. They???ve got master black belts, PMPs, BPM experts, managers that use ROI and TQM in the same sentence ... you name the trend, their CIO has been on board.
To keep things simple (and protect the innocent), we???ll call my friend "Jane." Jane's shop has service management guidelines for Wintel platforms, big iron, multiple flavors of midrange, and all the sundry chunks involved with infrastructure and/or application delivery. Clearly defined SLAs, well-positioned employees, reasonable expectations, and mostly satisfied business partners abound. Everyone is happy at JaneCo. They have the metrics to prove it.
I waited 'til Jane had finished her third, er, beverage, and hit her up on service management guidelines for virtualized environments. What was shaking? Any concerns? Was the black belt dojo at JaneCo measuring metrics for the total quality of customers' experiences with VMs?
Jane looked puzzled, thought about it for a few moments, and said No. After three beverages she sounded a bit French, actually, with a hint of Non.