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By hokey12345 ·
August 31, 2007

Today, nearly 10 years after the first Service Desk version was released, HP management
has officially closed down the office where the product was initially created. While
they claim that the main reason was due to cost reduction and the fact that they could
not support two competitive products (Service Desk was dropped in favor of Peregrine's
Service Center) it became very obvious that the primary reason was actually based on the
political agenda of some former Peregrine managers. Due to the fact that they have been
misleading their own employees for almost a year, I see it as my obligation to warn all
current Service Desk customers for the dramatic roadmap that lies ahead. For example,
the strategy of HP OpenView is to force existing Service Desk customers to migrate to
the next version of Service Center, which will be named Service Manager 7.0. However,
what they don't tell you is that the you will have to invest lots of money to re-implement
your processes, to re-educate your employees and to hire expensive consultants. Besides
that, during one of the last presentations I attended, they admitted that the backlog
of open defects is huge, and that they expect that customers will have to pay for fixes.

Please don't let them fool you, even because it's HP. They also have good products out
there, but this particular product is not worth it. And I am not saying this out of
frustration, but for the simple fact that I've always cared about my customers because
they are the ones that pay my bills.


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