Stuck between a rock and a legacy code base

I guess this is the right thing to do but in the process it exposes the underlying shortcomings of legacy ITSM products. All the proprietary code out there makes life difficult for customers and even the vendors who are still struggling to patch together years of acquired technologies. These guys are stuck between a rock and legacy code base. Remaining options for the alphabet soup include: 1. keep creating patch work, custom integrations 2. start over and build on WOA and SOA (your customers are already used to choosing between version lock or nightmare upgrades) 3. do nothing and lose more customers to products built on the Internet and delivered via SaaS, like Service-now.com (shameless plug)

Click to read the article this is in response to.