A large government agency undertook an IT transformation initiative to become more service-centric. 

However, at the outset of the project IT leaders realized that 
there was no consistent understanding among service owners exactly what 
a “service” is or what’s entailed in delivering a service. 
Working with VMware Professional Services, the agency developed a consistent and 
repeatable process for defining cloud-based services. IT staff stopped focusing on 
the technical requirements of service delivery and started thinking about response 
times, availability levels, support requirements, staffing needs, performance metrics, 
and so on. In other words, they started thinking like true service providers.