24x7 Service Desk

City of Santa Monica Overview: The City's network connects 44 city facilities, 5 hub sites, a primary datacenter, and two supporting datacenters located within an 8.3 square mile area in Santa Monica, CA. All of these sites are connected via city-owned fiber network. The City also leverages several cloud-hosted applications and services including Microsoft 365 Office productivity apps. The City uses Cisco equipment as its standard for core, access layer, edge switching, and routing devices. Most of city's on-premises hosted applications run on Windows and SQL database systems. The City also operates and supports the CityNet network and Community Broadband program. The CityNet network supports external customers, connecting over 140 locations in the City of Santa Monica, including City facilities, commercial sites, and residential buildings. A number of enterprise business customers, hospitals, and university customers are provided with dark fiber and lit services. The Service Desk environment supports a diverse technology landscape, including Microsoft, Cisco, and multi-cloud platforms. Service request and incident intake is currently conducted through the ServiceNow portal and telephone, with a desire to expand intake and communication channels to include email, instant messaging, chatbots, and other emerging technologies. The City's highest-priority incidents include outages impacting 9-1-1 Emergency Dispatch, Public Safety/Security, Santa Monica Department of Transportation (SMDoT), and Water Utility (SCADA) systems where time-sensitive intervention is required. In addition, there are a list of "VIP" departments which includes the City Manager's Office, City Attorney's Office and City Council that require Priority 1 support and escalation. All other incidents and service requests are prioritized automatically within the Service Management system based on City-defined impact and urgency criteria. Infrastructure Summary: Current State: Client Environments: 2000+ (Workstations, Laptops) Mobile Devices: 1200+ (Phones and Tablets) Number of Sites: 44 City Facilities Geographic Distribution: City of Santa Monica, CA Servers (virtual/physical): 320 Network devices: Approximately 504 (including switches/routers/appliances/firewalls/wireless controllers) – does not include WAP equipment Telecom systems (IP Telephony, Gateways, VM & Call Center systems): 12 Voice/Data circuits (ISP, SIP trunks, etc.): 12 Private/Public Data Centers: 3 Private Cloud-Based Services: Microsoft 365, Azure, AWS, Oracle Business Applications: approx. 350 total Departments requiring 24x7 Priority 1 support: Public Safety/Security (Police, Fire, 9-1-1 Dispatch and Legal), Santa Monica Department of Transportation (SMDoT), and Public Works/Water Utility VIP clients include City Manager's office, City Attorney office, City Council, and department directors and designees Note that the City's infrastructure is continually evolving to address the emerging technology needs of a full-service, modern municipality. Current State Operational Metrics: Service Requests: Average of 500 per month Incidents Reported: Average of 500 per month CityNet Community Broadband incidents: 15 per month Incident Response Time: 15 minutes – 1 week based on Priority Incident Escalation Time: 15 minutes based on Priority Incident Resolution Time: 6 – 72 hours based on Priority Request Fulfilment: 1 day – 2 weeks based on specific request types Call Handling - 3 to 5 minutes Call Hold Time – less than 10 minutes