The sorry tale of Infra: will VMWare kill it?
VMWare are maintaining a stony silence about the future of VMWare Service Manager, better known to most of is as InfraEnterprise, a great service desk product originally out of Australia. Rumours are rife, with a strong concensus that version 9.2 or 9.3 likely to be last version of a total ITSM solution - there will be no VSM 10. VMWorld is on now, let's see what comes of it...
The official line one informer got from his VMWare account manager, under much duress, is they will support bug and security fixes for the next 3 years and then kill it. There will be no more development work on any module other than workflow and asset management.
Rumour has it that Alemba might pick the product up. I hope so, because when a company like VMWare acquires a product they ought to honour their inherited obligations to the customer base.
VMware are apparently only intending to develop the tool where it integrates to their core products. They have no interest in ITSM per se, they seem cloud-obsessed as one observer put it to me. Word is they are going to strip the asset management and workflow modules out of the tool and use them as add-ons to their VM management tools.
I'm forming the impression that VMWare are a toys... er tech-only vendor with no grasp of or commitment to process. We ought to be out-growing that: all significant vendors grok the people-process-tech troika.
Sure it is nice to see a company with focus. That doesn't excuse ripping the guts out of a good product and abandoning its user base. Make sure you give Infra a future, VMWare, else people will remember...