24x7 Service Desk Services

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.
- Service Requirements
A. Service provider staffing resources must be solely dedicated to the City during coverage hours and may not operate as a shared or multi-client desk.
B. Service providers must demonstrate experience delivering ITIL-aligned Service Desk services in complex public-sector or enterprise environments, integrating with existing tools, processes, and service management platforms.
C. The service provider must leverage the City's ServiceNow platform for service request and incident management.