How IT Departments Can Learn to Say Yes to End Users

You say yes when business colleagues ask for something new, but usually you don’t really mean it. That won’t fly anymore. An expert in IT organizations advises how to adjust your (and your team’s) attitude. (By Laurie M. Orlov)

I came accross this article from:
http://www.cio.com/article/155400/How_IT_Departments_Can_Learn_to_Say_Yes_to_End_Users/1

After seeing some of the postings, I thought this could an interesting read and discussion topic.

What implication does this have on the way you manage IT; and what are the lessons learned?