Industry News Roundup inc The New Sheriff of the Web

News and Info Week 4No time to read all the interesting news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week.

  • Print Everything.Matt Beran (officially the most fidgety man in ITSM), Matt Hooper and Mark Kawasaki talk productivity tools, podcasts and print services. Watch here
  • First NHS IT Service Desk In England To Secure 3-star Accreditation – Informatics Merseyside has become the first NHS service desk in England to be accredited with 3-star certification from the Service Desk Institute (SDI) Read more here
  • Is The BIS Growth Accelerator Scheme Worthwhile For Technology Startups? Caroline Baldwin reports on why few technology companies are taking advantage of the additional financial and growth support available. Read more here
  • Do You Have A Service Management “House Plan”? Matt Hooper explains why one process at a time isn’t going to cut it. Read more here
  • Problem Management – The Value In Not KnowingRyan Ogilvie celebrates the opportunity of unrealized value. Read more here
  • FBI Warns: Criminals Could Walk Free If Tech Companies Encrypt User Data – As tech companies try to outdo one another in the battle to address user privacy concerns, the FBI is warning that new encryption methods might hinder investigations. Read more here
  • Should I Upgrade to Mac OS X Yosemite? – Golden delicious or bad apple? Read more here
  • How Microsoft Appointed Itself Sheriff Of The Internet – Cyber criminals, digital crime fighters and collateral damage. Read more here

Got some interesting news to share – say hello via @gobbymidget 

Image Credit

ITSM Industry News Roundup – Incl JP Morgan Chase Hack

8055196341_faa1890499_zNo time to read all the interesting news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week.

  • Why You Should Drop Staff Who Are Not Cloud Savvy – Cliff Saran explains why CIO’s need to lose traditional staff not ready to move to the cloud. Read more here
  • Understanding Services – It’s Not Really Magic – Ryan Ogilvie talks the magic of service. Read more here
  • This is Why the Enormous JP Morgan Chase Hack is so Scary – Chris Gayomali at Fast Company asks if banks are still our safest institutions. Read more here
  • I Tried Living on One Browser Tab and Almost Died – Remember last weeks People Who Jump From Screen to Screen Have Less Gray Matter post? Well here’s what happened to John Ness when he tried working in only one browser tab.
  • The Interface from Dev to Ops isn’t Going Away; it’s Rotating – Donnie Berkholz talks how the shift changes the roles of developers and operations teams Read more here (via @mselheimer)
  • The Unpatchable Malware That Infects USBs is Now on the Loose – Stakes are raised for USB makers after undetectable malware code is released on Github. Read more here
  • Big Data for Small Business –Why it Matters! – Bernard Marr explains why you don’t have to be big for big data to apply- read more here (Via LinkedIn)

Got some interesting news to share – say hello via @gobbymidget 

Image Credit

LogMeIn ends free offering

support

Within the last week remote computer access software company LogMeIn have announced that they will be discontinuing their free remote access product – LogMeIn free – with immediate effect.

“After 10 years, LogMeIn’s free remote access product, LogMeIn Free, is going away,” wrote LogMeIn’s Tara Haas. “We will be unifying our portfolio of free and premium remote access products into a single offering. This product will be a paid-only offering, and it will offer what we believe to be the best premium desktop, cloud and mobile access experience available on the market today.”

Current users of the service will receive an email and a screen message the next time that they log in informing them that they have a paltry seven days to upgrade to a premium account before access to their account is revoked.

In an article for PC World Tony Bradley, Principal Analyst at Bradley Strategy Group states:

“The decision to end LogMeIn Free is abrupt and a bit confusing. It seems like it’s been relatively successful at luring customers to sign up and generating revenue for LogMeIn from the premium account subscriptions.”

Forum members of tech.slashdot.org have criticized the company for the abrupt change:

“…I must say I might have considered signing up for pro, but the zero-notice cancellation of the free account has left a major bad taste in my mouth. It’s a pretty blatant attempt to rush people into signing up for the paid program, because hey, give people a month’s notice to evaluate alternatives and the might find something else they like. For that reason, there is zero chance I’ll sign up for logmein pro.” – TX

Though it appears not all customers are jumping ship with some reportedly being offered six months of pro service as an incentive to continue:

“…at the risk of not conforming to a potential lynch mob mentality, it would appear they’re giving me 6 months of pro service on my existing account before they turn it off. This is plenty of time to make a change.” – Zugmeister

With some just suggesting users should thank LogMeIn for provided the free service for as long as they did:

“It’s so typical. Someone offers a service/product for free. People use it and like it. They keep using it. Then the service/product gets changed/removed/etc. and everyone yells at the owner about how they feel shafted instead of *thanking* the owner for providing such a useful service for free for so long. Everyone feels entitled to get whatever they want for free.” – Nicholasjay

Thinking of changing to another free service?  Stuart Facey, VP EMEA at Bomgar has the following advice…:

“A lot of people are complaining that the once-free service is being taken away and they’ve only been given a week to either pay for LogMeIn Pro or switch to another free service, like Teamviewer. However, while these free tools can be great for accessing your personal computer, they aren’t designed for providing professional support to your company’s or customers’ systems.

If you find yourself having to switch away from a free tool, it’s important to think about your next step – are you only supporting friends and family? Then stick with other free tools that are on the market.

If you are responsible for a wider range of services, or if you have to think about connecting to customer systems in a secure way, then you will have to put more thought into this change. In the world of support, it is important to look at how you deliver services over time and make sure that you are providing value for your customers as well as maintaining your own approach in the right way. The increasing need for collaboration around support challenges, including the capability to securely involve third party vendors, means that free tools will only be able to provide small sections of what you are after overall.

In this instance, it is very much a case of “you get what you pay for” – if you pay nothing, then you won’t get all the functionality that you need, and that may negatively impact the overall quality of service.”

LogMeIn hasn’t done itself any favours with the way it has approached the situation with many users seeming to be more annoyed with the notice period than the discontinuation of the service.

Advice to anyone else planning on pulling a free service where you have a paid alternative:  Treat users like prospective paying customers and not a bunch of freeloaders.

Moving away from LogMeIn?  Here are some alternatives:

Tool Name Description Cost
TeamViewer TeamViewer provides an All-In-One solution for a wide variety of scenarios in a single software package: remote maintenance, spontaneous support, access to unattended computers, home office, online meetings, presentations, training sessions and team work. Free for all non-commercial users£439-£2,219 for Business users depending on package
Chrome Remote Desktop Chrome Remote Desktop allows users to remotely access another computer through Chrome browser or a Chromebook.  Computers can be made available on an short-term basis for scenarios such as ad hoc remote support, or on a more long-term basis for remote access to your applications and files.  All connections are fully secured. Free*As it’s supplied by Google I’d check the privacy policy
Remote Utilities Remote Utilities gives users 15 different modes for connecting to PCs remotely. Users can view screens, send keystrokes, control the mouse, and transfer files. This makes it ideal for IT professionals looking to provide remote support and network administration. Free for both business and personal use for up to 10 remote PC’sOver this$29.95 per remote PC OR$549.00 per operator

 

Citrix GoToAssist GoToAssist enables you to provide fast and easy live remote support with a solution designed to meet your specific business needs. Compare our remote support, service desk and IT monitoring solutions and see which works best for you and your organisation. £39/mo per technician
Bomgar Remote Support Bomgar lets you support all of your systems over the web, even if they are behind firewalls you don’t control.Support customers on remote desktops running Windows, Mac or various Linux distros. Or support a variety of mobile devices – including Android, iPhone, iPad, BlackBerry and Windows Mobile. POA

Image Credit