Re: He should be proud that of that guy
"IT is a service"
Quite right. It's a service within a business and it's the business that's the unit. Working in IT I always found it was most useful to the business if I got to know something about how my users worked. It didn't even do any harm if some of the users got to know something about IT. And the most effective way for that was face-to-face communication so not only did I not take offence at them coming and talking to me, I went to talk to them. In fact, at times, the seating arrangements were a little ad hoc and I found myself seated next to them.
Apart from anything else the "keep users at arm's length" approach is an invitation for users to keep IT at arm's length. Perhaps an arm long enough to reach to India.