Santa Monica Opengov #285909

Santa Monica seeks 24x7 Service Desk services for municipal IT infrastructure

The City of Santa Monica Information Services Department is seeking proposals for comprehensive 24x7 Service Desk services to support its municipal IT infrastructure. - Scope includes support for: - 44 city facilities, 5 hub sites, a primary datacenter, and two supporting datacenters connected via city-owned fiber - Over 2000 workstations, 1200 mobile devices, 320 servers, and approximately 504 network devices - Technologies in use: - Microsoft (including Microsoft 365) - Cisco (core, access, edge switching, routing) - Multi-cloud platforms: Azure, AWS, Oracle - ServiceNow for incident management - Service Desk requirements: - 24x7 coverage - Incident management via ServiceNow portal and phone, with planned expansion to email, instant messaging, chatbots, and other channels - Priority 1 support and escalation for critical departments (Police, Fire, 9-1-1 Dispatch, Department of Transportation, Water Utility, City Manager, City Attorney, City Council) - Support for CityNet Community Broadband - Compliance with local laws and initiatives - Meet operational metrics for rapid response and escalation - Handle an average of 500 service requests/incidents per month - OEMs and technologies highlighted: - Microsoft - Cisco - ServiceNow - Azure - AWS - Oracle - Unique requirements: - Priority support for designated departments - Ability to expand incident management channels - Compliance with local regulations and broadband support

Description

The City of Santa Monica is seeking qualified firms to provide 24x7 Service Desk services to support its network connecting 44 facilities, 5 hub sites, a primary datacenter, and two supporting datacenters within an 8.3 square mile area. The environment includes city-owned fiber and cloud services such as Microsoft 365, Azure, AWS, and Oracle, supporting technologies like Microsoft, Cisco, and multi-cloud platforms. The service desk will handle incident management via ServiceNow portal, phone, and expanding to email, messaging, and chatbots, with priority on incidents affecting emergency dispatch, public safety, and VIP departments. The infrastructure includes over 2000 workstations, 1200 mobile devices, 320 servers, and 504 network devices, with operational metrics of 500 service requests and incidents per month and incident response times ranging from 15 minutes to 1 week.

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