{"id":1639,"date":"2020-04-15T00:23:25","date_gmt":"2020-04-15T00:23:25","guid":{"rendered":"https:\/\/ptp.cloud\/ptp\/?p=1639"},"modified":"2025-07-21T23:12:45","modified_gmt":"2025-07-22T03:12:45","slug":"remote-support-effectiveness","status":"publish","type":"post","link":"https:\/\/ptp.cloud\/remote-support-effectiveness\/","title":{"rendered":"Modern IT Operations: Security, Automation, and Remote Support Strategies"},"content":{"rendered":"[et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” custom_padding=”0px|||||” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_code _builder_version=”4.27.4″ _module_preset=”default” hover_enabled=”0″ sticky_enabled=”0″]\n
In this virtual panel discussion, experts from PTP<\/a> 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\u2014especially within biotech and life sciences<\/a> environments adapting to hybrid work.<\/pee> <\/p>\n
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Watch the full video on YouTube<\/strong> \"YouTube <\/a> <\/div>\n

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The Evolution of Operation Centers<\/h2>\n

Rick Pitcairn<\/a>, 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\u2014ideal for remote IT operations in life sciences<\/a>.<\/pee> Rick highlights the importance of investment in:<\/pee> <\/p>\n

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  • People:<\/strong> Engineers trained on AWS, SaaS, and hybrid cloud stacks<\/li>\n

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  • Processes:<\/strong> Repeatable workflows and proactive service operations<\/li>\n

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  • Technology:<\/strong> Cloud-native tooling and automation to scale support<\/li>\n

    <\/ul>\n

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    Security in Hybrid and Remote Environments<\/h2>\n

    Steve Hoevenaar, Director of Security Services, outlines key considerations for securing distributed teams. Recommended technologies include:<\/pee> <\/p>\n

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    • VPN:<\/strong> Secure, scalable access with cloud-hosted VPN platforms<\/li>\n

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    • DNS Protection:<\/strong> Tools like Cisco Umbrella<\/a> for threat prevention<\/li>\n

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    • Endpoint Security:<\/strong> With Carbon Black<\/a> and Cisco AMP<\/a><\/li>\n

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    • VDI:<\/strong> Secure desktop access with AWS WorkSpaces<\/a><\/li>\n

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      He also emphasizes ongoing phishing awareness through simulation platforms like KnowBe4<\/a>.<\/pee> <\/p>\n

      Where Automation Makes an Impact<\/h2>\n

      The panel covers how PTP clients use automation for:<\/pee> <\/p>\n

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      • Routine Tasks:<\/strong> Auto-ticketing, patch tracking, and log scanning<\/li>\n

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      • Security Triage:<\/strong> Filtering low-priority alerts to reduce fatigue<\/li>\n

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      • Customer Comms:<\/strong> Maintaining clear communications even in automated responses<\/li>\n

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        Steve reinforces that human oversight is always required in regulated research IT environments<\/a>.<\/pee> <\/p>\n

        KPIs and Operational Maturity<\/h2>\n

        Rick outlines key metrics tracked by PTP to ensure high-quality delivery:<\/pee> <\/p>\n

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        • Response\/Resolve Time<\/strong><\/li>\n

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        • First Call Resolution Rate<\/strong><\/li>\n

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        • Change Management Success<\/strong><\/li>\n

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        • Utilization Rates<\/strong><\/li>\n

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        • Net Promoter Score (NPS)<\/strong> for service satisfaction<\/li>\n

          <\/ul>\n

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          Modern ITIL and Lifecycle Optimization<\/h2>\n

          The team discusses the evolution of the ITIL framework<\/a> from Version 3 to 4, with more focus on DevOps, value co-creation, and lean IT\u2014making it more relevant for cloud-enabled biotech teams<\/a>.<\/pee> <\/p>\n

          Conclusion<\/h2>\n

          The panel closes by reinforcing the importance of continuous improvement. Whether automating tasks, monitoring distributed endpoints, or upskilling engineers, PTP\u2019s modern service model helps life sciences organizations<\/a> maintain security and scalability across remote environments.<\/pee><\/article>\n