The software company's first help desk offering is now not due until 2010, giving HP and BMC time to solidify their products.
Microsoft's forthcoming Service Manager help desk offering will not see the light of day for another two years, as the company reworks a core component to provide the necessary performance.
While Microsoft initially said its System Center Service Manager offering—code-named Service Desk—was slated for release in the first half of 2008, Microsoft chose to push the final release back to the first half of 2010.
The decision was based on feedback from Beta One customers, who said performance of the help desk software was not where they needed it to be, according to Robert Reynolds, group product manager for System Center.
At the heart of the performance bottleneck was the "store technology" used in the help desk software's CMDB (configuration management database), which prompted Microsoft to use common technology found in Microsoft's Operations Manager software, Reynolds said.
"We are leveraging some of the technology that started in Operations Manager and enhancing that. There were enhancements required for that so it could be a full CMDB," Reynolds said. "We have to rebind the [user interface] and the workflow engine [in Service Manager] to that new core component. We have to fix that performance problem."
Microsoft, HP, Service Manager, System Center, SCSM