No longer content with incremental improvements, the decision was made to refashion themselves into an internal IT service provider, and leave behind the traditional enterprise IT construct.
The story of their transformation -- motivations, challenges, successes and lessons learned -- has provided extremely useful insight for many hundreds of EMC's customers and partners. Yes, every IT situation is different, but time and time again we've seen that there's plenty that can be learned from their efforts.
Recently, they published a very insightful whitepaper: "An IT-As-A-Service Handbook: Ten Key Steps On The Journey To ITaaS". I think it does a superlative job of outlining the crucial steps needed to get organized and start to make progress.
While no recipe is perfect, once again there's plenty to take away from their experience and perspectives. Once again, my thanks to the EMC IT team for investing the time in creating these documents.