Service_Catalog_and_SLA_Tables.pdf
PDF 99 KB Posted
- Attached to
- 24x7 Service Desk
- Solicitation number
- 473
- Issued by
- Los Angeles County, San Francisco City, California
About this file
This is a Service Catalog and SLA Tables document for the City of Santa Monica's 24x7 Service Desk contract opportunity located in California. The City seeks qualified firms to provide comprehensive service desk support including incident management, service request fulfillment, end-user support, communication and knowledge services, and security and compliance support. The service catalog encompasses six primary service categories with defined service level agreements (SLAs) across multiple priority levels. Core incident management services require initial response times ranging from 5 minutes for Priority 1 critical incidents to 2 hours for Priority 3/4 normal incidents, with resolution SLAs between 2 hours and 1 business day. Service request fulfillment includes password resets, multi-factor authentication changes, access modifications, software installations, and various other support functions, all with response times of 15 minutes to 2 hours. End-user support services cover desktop support, mobile device support, application support, desk phones, printers/scanners, Internet of Things devices, and field/remote worker support, each evaluated on per-incident priority basis. The contract requires 24x7/365 coverage with all users tagged as VIP in ServiceNow receiving Priority 1 service with 5-minute contact response time.
The vendor performance metrics establish rigorous compliance requirements including 95% overall monthly SLA compliance, 90% first contact resolution rate at Level 1, 4 out of 5 customer satisfaction score, ticket reopen rate below 5%, and 100% Priority 1 incident response within SLA. System availability for phone and service desk tools must maintain 99.5% uptime. The vendor requirements matrix contains 18 must-have requirements including providing fully staffed 24/7/365 Level 1 and Level 2 support with at least one dedicated full-time onsite resource during business hours, ServiceNow expertise with system integration capability, multi-channel intake support via portal, phone, email, instant messaging and chatbots, minimum two CLETS-certified staff on every shift, compliance with City security controls, Level 1 Network Operations Center support for CityNet, 60-day onsite immersion for key personnel and all new or replacement staff, quarterly business reviews, ITIL process alignment, knowledge base management, SSAE16/SOC2 or equivalent security certifications, and a comprehensive transition plan from the current managed service provider.
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Text version
Service Catalog & SLA Tables
All users tagged as VIP in Service Now shall receive Priority 1 service and must receive a contact within 5 minutes.
1. Core Incident & Request Services
Service Category Service Description Coverage Priority / Request Type
Initial Response
SLA
Resolution / Fulfillment SLA
Incident Management
Restore unplanned service interruptions
24x7
Priority 1 – Critical 5 minutes 2 hours
Priority 2 – High 15 minutes 4 hours
Priority 3/4 – Normal
2 hours 1 business day
Major Incident Support
Coordination, escalation, communications
24x7 Priority 1 Only 5 minutes Continuous until resolved
Event / Alert Triage Initial response to monitoring alerts for CityNet
24x7 Priority 1/2 15–30 minutes Per incident SLA
2. Service Request Fulfillment
Service Category Service Description Coverage SLA Target
Password Reset Self-service or agent-assisted 24x7 ≤ 15 minutes
MFA Change Self-service or agent-assisted 24x7 ≤ 15 minutes
Access Change Role or permission modification 24x7 2 hours
Software Installation Approved applications 24x7 2 hours
Account Lockout Self-service or agent-assisted 24x7 ≤ 15 minutes
Renewal of Account Self-service or agent-assisted 24x7 ≤ 15 minutes
Printer Add Self-service or agent-assisted 24x7 ≤ 2 hours
Network Connection Issues Self-service or agent-assisted 24x7 ≤ 1 hour
Unable to take payments Self-service or agent-assisted 24x7 ≤ 15 minutes
Unable to access Microsoft Apps Self-service or agent-assisted 24x7 ≤ 15 minutes
3. End-User Support Services
Service Category Service Description Coverage SLA
Desktop Support OS, device, peripheral issues 24x7 Per incident priority
Mobile Device Support Smartphones, tablets, MDM 24x7 Per incident priority
Application Support Tier 1 support for City apps 24x7 Per incident priority
Desk Phone VOIP Wired Desk Phone 24x7 Per incident priority
Printer/Scanner Local and Networked printers and scanners 24x7 Per incident priority
Internet of Things (IOT) Network connected IOT devices (access control, water coolers, building management, etc.)
24x7 Per incident priority
Field / Remote Worker Support
Support for off-site staff 24x7 Per incident priority
4. Communication & Knowledge Services
Service Desk Intake Phone, email, portal, chat 24x7 Immediate ticket creation
User Notifications Incident and outage updates 24x7 Priority 1: every 30 minutes
Knowledge Base Support Use and contribution of KB articles
24x7 Ongoing
Transfer to Correct Assignment Group Requests 24x7 30 Minutes
Instructions to user for the correct Catalog Item in Service Now
General Requests 24x7 30 minutes
5. Security & Compliance Support
Account Lockouts Security or failed login issues 24x7 ≤ 15 minutes
Phishing & Security Incidents Intake and escalation 24x7 15 minutes
Laptop and Mobile Devices Lost or Stolen Self-service or agent-assisted 24x7 ≤ 15 minutes
Provide BIT Locker Recovery Key Self-service or agent-assisted 24x7 ≤ 15 minutes
6. Vendor Performance SLA Summary
Metric SLA Requirement
Overall SLA Compliance ≥ 95% monthly
First Contact Resolution (Level 1) ≥ 90%
Customer Satisfaction (CSAT)
Escalation Quality
Ticket Reopen Rate
≥ 4 / 5
≥ 95%
< 5%
Priority 1 Incident Response 100% within SLA
System Availability (Phone system & Service Desk Tools) ≥ 99.5%
Service provider is responsible for documenting and providing a weekly and monthly report documenting performance against SLAs.
Vendor Requirements Matrix
Req
ID
Requirement Category
Requirement Description (Must Have) Verification / Evidence Required
Vendor Response (Y/N)
Notes
R1 Service Desk Coverage
Provide fully staffed 24/7/365 Service Desk with Level 1 & Level 2 support
Staffing model & coverage documentation
R2 Dedicated Resources
At least one dedicated onsite full-time resource during normal business hours; staff must be dedicated solely to City of Santa Monica
Staffing plan & roles
R3 ServiceNow Expertise
Hands-on operational experience with ServiceNow and integration with City workflows
Integration examples or case studies
R4 Ticketing & Intake Must use the City’s ServiceNow for incident, request, change, and knowledge management
System integration description
R5 Multi-Channel Intake
Support intake via portal, phone, email, IM, chatbots/AI, emerging technologies
Description of supported channels
R6 CLETS
Certification
Minimum two CLETS-certified staff on every shift (24x7)
CLETS certificates or attestation
R7 Security Requirements
Compliance with City security controls, remote access standards, password management
Security policies, 3rd party validations
R8 NOC & CityNet Support
Provide Level 1 NOC response for CityNet using runbooks
NOC support process
R9 60-Day Onsite Immersion
Provide key personnel onsite for 60-day onboarding immersion, including all new, replacement, or turnover personnel assigned during the contract term
Onboarding schedule & personnel list
R10 Quarterly Business Reviews
Conduct four QBRs annually including onsite refreshers
Proposed QBR plan
R11 ITIL Alignment Follow ITIL processes for incident, problem, change, configuration
Process documentation
R12 Knowledge Base Management
Create/update KB articles in City ServiceNow format
Sample KBs or description
R13 SLA Compliance Meet or exceed Exhibit A SLAs SLA performance history
R14 Customer Service Quality
Demonstrate excellence in communication and customer service
CSAT metrics, training programs
R15 Remote Support Competency
Support remote troubleshooting for EUC, printing, network, M365
Technical capability summary
R16 Security Certifications
Provide SSAE16/SOC2 or other certifications Certificates and audit reports
R17 Transition Plan Provide transition plan from current MSP Transition plan and timeline
R18 Implementation &
PMO
Provide PM methodology, tools, onboarding plan and schedule
PMO documentation
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