This report examines the transition from a period of Strategic Consolidation to one of focused Process Improvement, stages two to three in Forrester’s Virtualisation Maturity Model. Through in-depth interviews with numerous IT professionals across North America, Europe, and Asia Pacific, Forrester found that those companies that had changed their operational processes to reflect the unique needs of a virtual infrastructure achieved higher return on investment, greater administrator productivity, more predictable deployments, and simpler problem identification and resolution than those that had simply virtualised and stuck with traditional procedures.