24x7 Service Desk and IT Support Services
City of Santa Monica > Information Services Department
Original Solicitation Links
473
]24x7 service desk
Contact
Submission Instructions
Description
The City of Santa Monica is seeking a provider for a fully staffed 24x7/365 service desk serving as the single point of contact for incident and service-request intake through ServiceNow and telephone, with capability for email, instant messaging, chatbots, and other emerging channels. The scope includes Level 1 and Level 2 support, password resets and access requests, troubleshooting for desktops, laptops, mobile devices, printers, software, Microsoft 365, Windows, networking, and line-of-business applications, as well as incident triage, prioritization, escalation, and coordination with City subject-matter experts and third-party vendors. The provider must also deliver Network Operations Center monitoring and response for City departments and CityNet Community Broadband customers, support designated critical systems, maintain and enhance the City's ServiceNow knowledge base, provide at least one dedicated full-time onsite resource during normal business hours, and maintain at least two CLETS-certified staff members on every shift. The engagement includes a 60-day onsite immersion for key and subsequently assigned personnel, four annual onsite Quarterly Business Reviews, ITIL-aligned processes, SLA reporting, transition planning, and compliance with the City's security, technology, architecture, AI, insurance, and administrative requirements. The initial contract term is three years with two one-year renewal options. An optional after-hours-only service desk model must also be priced separately.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Commercial General Liability — $1,000,000.00
- Automobile Liability — $1,000,000.00
- Workers' Compensation
- Employers' Liability — $1,000,000.00
- Minimum 3 references
- Within the last 5 years
- Client point of contact required for each reference
Documents
| Title | Date Posted |
|---|---|
| D - Service Catalog and SLA Tables | Aug 26, 2026 04:24 PM |
| F - COSM - Architecture Questionnaire 2.1 | Sep 10, 2026 04:28 PM |
| 24x7_Service_Desk.pdf | Sep 14, 2026 03:00 PM |
| C - PSA Insurance Template Without Professional Liability | Jul 21, 2026 09:16 AM |
| E - COSM - VISA Questionnaire 3.1 | Sep 10, 2026 04:28 PM |
| A - Proposer Checklist | Jul 21, 2026 09:16 AM |
| B - PSA Template | Jul 21, 2026 09:16 AM |
| G - COSM - AI Fact Sheet 1.0 | Sep 10, 2026 04:28 PM |
| C - Technology Insurance Requirements | Oct 06, 2026 11:19 AM |
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