In this virtual panel discussion, experts from PTP share insights into the evolution of IT operations and remote support. The conversation covers how modern organizations can enhance efficiency, improve security, and deliver value through managed services, automation, and customer-focused KPIs—especially within biotech and life sciences environments adapting to hybrid work.
The Evolution of Operation Centers
Rick Pitcairn, Senior Director of Managed Services at PTP, describes the move away from traditional NOC environments toward agile, cloud-based support. The modern model focuses on distributed teams and collaborative workflows—ideal for remote IT operations in life sciences.
Rick highlights the importance of investment in:
- People: Engineers trained on AWS, SaaS, and hybrid cloud stacks
- Processes: Repeatable workflows and proactive service operations
- Technology: Cloud-native tooling and automation to scale support
Security in Hybrid and Remote Environments
Steve Hoevenaar, Director of Security Services, outlines key considerations for securing distributed teams. Recommended technologies include:
- VPN: Secure, scalable access with cloud-hosted VPN platforms
- DNS Protection: Tools like Cisco Umbrella for threat prevention
- Endpoint Security: With Carbon Black and Cisco AMP
- VDI: Secure desktop access with AWS WorkSpaces
He also emphasizes ongoing phishing awareness through simulation platforms like KnowBe4.
Where Automation Makes an Impact
The panel covers how PTP clients use automation for:
- Routine Tasks: Auto-ticketing, patch tracking, and log scanning
- Security Triage: Filtering low-priority alerts to reduce fatigue
- Customer Comms: Maintaining clear communications even in automated responses
Steve reinforces that human oversight is always required in regulated research IT environments.
KPIs and Operational Maturity
Rick outlines key metrics tracked by PTP to ensure high-quality delivery:
- Response/Resolve Time
- First Call Resolution Rate
- Change Management Success
- Utilization Rates
- Net Promoter Score (NPS) for service satisfaction
Modern ITIL and Lifecycle Optimization
The team discusses the evolution of the ITIL framework from Version 3 to 4, with more focus on DevOps, value co-creation, and lean IT—making it more relevant for cloud-enabled biotech teams.
Conclusion
The panel closes by reinforcing the importance of continuous improvement. Whether automating tasks, monitoring distributed endpoints, or upskilling engineers, PTP’s modern service model helps life sciences organizations maintain security and scalability across remote environments.
Highlights from the Panel Discussion
0:12 – Gary Derheim welcomes viewers and introduces the topic of remote support transformation and PTP’s evolving operations model.
1:30 – Rick Pitcairn outlines how PTP moved from traditional NOC centers to a distributed operations model using SaaS-based tooling and centralized visibility.
3:45 – Steve Hoevenaar discusses the growth of endpoint threats and the importance of tools like Carbon Black, Cisco AMP, and Cisco Umbrella in securing hybrid users.
6:40 – The panel explores the use of cloud VPNs, DNS filtering, and virtual desktop solutions like AWS WorkSpaces to support remote work securely and efficiently.
9:10 – Rick introduces PTP’s people-process-technology model and shares examples of automation around ticketing, monitoring, and health checks.
13:48 – Steve breaks down alert fatigue and how PTP filters signal from noise to prioritize real incidents—crucial for security monitoring teams.
16:17 – Rick discusses how the ITIL framework has evolved into version 4 with more agile, value-based service management.
20:22 – Steve talks about phishing simulations with KnowBe4 and how regular employee testing helps reduce risk in regulated research settings.
25:55 – Rick and Steve review key metrics like response time, first-call resolution, and Net Promoter Score (NPS) to measure customer satisfaction and IT maturity.
30:32 – The discussion closes with a message on the importance of flexibility, automation, and human connection in scaling managed IT services for biotech and clinical teams.